Can you please clarify this setup? We see an active MacOS RoonServer instance in your account diagnostics and you’ve mentioned a MacOS RoonServer machine in your report above, but the title refers to a Nucleus.
Are you in the process of migrating your RoonServer from a Mac machine to a new Nucleus, or is this a Nucleus you already have in your system?
If you’re migrating to the Nucleus from the Mac machine, then please see here:
It’s possible you inadvertently installed RoonServer on the Mac machine and have connected your Roon controllers there. If that’s the case, you should be able to identify RoonServer as a background process in the taskbar. Let us know if this is the case.
So there in lies the problem. I own a nucleus which had had in a previous residence. When I moved the new AV guy was supposed to set up my roon and I now realize he didn’t =know what he was doing and did a MacOS roon server…so I have both. I just cant seem to get it so I can see the nucleus. I was hoping to have a live conversation as it would be much easier and faster than an ongoing email exchange. Is that possible. I can be reached at [moderated: private telephone number removed]. There does not seem to be a way to call a person from my end
Have you tried going to Roon’s > General screen and clicking the Disconnect link shown in the Roon Server panel? That should bring up a screen showing all the running Roon Servers in your network, and you should then be able to connect to your Nucleus…
i have tried that. it only shows the mac so i hit the search for serves and it just spins searching and never finds the nucleus. Is it possible to talk. this is very ineffiecient
a) I’m a community volunteer moderator on the forum, not a member of the Roon Labs support team and
b) Roon Labs do not offer support via phone - only via these Support categories in the forum.
While we’re waiting for @connor to get back to you in this thread, you say that you only see the Mac displayed on the Roon Server connect screen. Can you clarify whether you can access the Web Administration Interface page of the Nucleus via a web browser? If so, please post a screenshot of that page. Thanks.
If the Nucleus is not showing up on your network with an IP address that you can use in the web browser, then the next diagnostic step will be to connect a monitor or TV to the HDMI port on the Nucleus and post a photo of any messages that appear on the screen.
On top of what @Geoff_Coupe mentioned above, we can also take a few steps back -
Is your Nucleus connected directly to your primary router via ethernet? Ensure it’s turned powered on and connected securely.
After this, you can confirm your Nucleus is at least being recognized on your network by reviewing your devices list from your router settings. You can typically access your router settings via the webUI of your router - we’d be happy to help you with this if you’d like to provide the specific router model!
I don’t sit in front of my email all day so I just saw this and now I’m not in my music area. Now it has to wait until tomorrow. This is a horrible way to conduct customer service. A 5 minute conversation and this would all be solved and instead I have to check my emails, go back and forth for hours and waste a ton of time.
yes i tried. device is connected but does not show on my router. Nothing about where I get pointed to fix the issues is intuitively obvious and i am tech savvy.
this is no way to conduct customer service. weeks to fix a problem that could be addressed by direct contact very quickly. I am very close to junking my roon and giving the world my opinion about my experience about getting any kind of help
While consideration is being given to the nucleus which will unfortunately require more detailed information as Roon supports attempts to assist you. Might I as well as other community volunteers try to help you as well with getting Roon operational on your Mac if you see that as an option either temporarily until the matter of the Nucleus can be resolved or as a permanent solution?
I as well as others in the volunteer community are willing to provide you with numerous screenshots which you can follow that forego the need for conversation. A few rudimentary questions answered would be all that’s needed promising to keep them at a minimum.
A starting question would be where is your music stored? Locally on the computer, via Quobuz, Tidal, KKBox?
What do you think? I know it’s frustrating and that you’ve waited long but if you’re willing to bare with this just a little longer we’ll get you up and running.
I wanted to check back in on this thread to see how things are going? Based on your account information, I see that your Nucleus is active and online, and can now connect to our servers.
Are you still having issues? Let us know your status and if there’s anything else you still need help with.
> General screen and clicking the Disconnect link shown in the Roon Server panel? That should bring up a screen showing all the running Roon Servers in your network, and you should then be able to connect to your Nucleus…
