Unable to connect to Nucleus server after update (ref#6ACFFB)

Support
1

Is Roon Server running?

· No, Roon Server is not running.

For Roon connectivity to work properly, both Roon Server and Roon Remote need to be turned on.

· Roon Server is on, but I'm still having trouble connecting.

What do you see on your screen?

· "Looking for your Roon Server"

Please try to restart your network setup by unplugging, waiting 30 seconds and then replugging in your networking gear.

· No, the issue remains the same

Please select how you've connected your Roon Server to the internet

· Roon Server is connected by *Ethernet*

Have you checked your firewall settings to ensure that Roon is allowed through?

· Roon still won't connect even after checking this aspect

Have you verified that Roon Server is on the same subnet as your Remotes?

· My Remotes and Server are on the same subnet and I still can't connect

Sometimes the issues can be resolved with a reinstall of your Roon Remote app. Let's try to perform a reinstall and see if it helps.

· I've reinstalled the Roon Remote but it did not help

What is the operating system of your Roon Server host machine?

· *Nucleus*

Select any of the following components that are present in your local network setup

· None of the above

Describe the issue

I am unable to connect to my nucleus server after following an update prompt.

Describe your network setup

Att modem, ubiquity dream machine se, ubiquity switch, ubiquity access points

2

Hello @Mark_Baettig,

Thank you for reaching out to Roon Support. I am sorry to hear that your Nucleus has dropped off the network right after an update prompt. Updates should be seamless, so I understand how frustrating it is when they cause a hangup.

Checking the backend diagnostics, I can see that your Nucleus has not communicated with our cloud servers for the past 19 hours. This indicates that it either dropped off your local network entirely, or the underlying operating system is stalled out.

To figure out exactly where it is getting stuck, please try the following steps:

  1. Hard Reboot: If you haven’t already, try performing a hard physical reboot of the Nucleus. Press and hold the power button for about 4-5 seconds until the unit powers down. Wait about 30 seconds, then press it again to turn it back on. Check if it reappears on your network.
  2. The HDMI Test: If the Nucleus still does not appear in your Roon Remote after the reboot, we need to see what the internal hardware is reporting locally. Please connect the Nucleus directly to a TV or computer monitor using an HDMI cable, and then power the unit on.

Once you connect it to a monitor, could you please take a quick photo of any text or error messages displayed on the screen and share it here?

3

Thanks.

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Did the hard reboot previously. Made no difference.

HDMi test results in “retrieving data . . .” Immediately followed by “No Signal” !

4

Hey @Mark_Baettig,

Thanks for the update! According to your account admin, it looks like your Nucleus is online and connecting to our servers without error.

I wanted to check in and see if you were still having issues connecting, or if you’ve been able to reconnect since your last post.

We’ll be monitoring for your reply and results, thank you! :folded_hands:

5

Thanks Benjamin, it did reconnect at some point, don’t really know when or why, it seems to be going ok now!