Unable to connect to Nucleus

Support Nucleus Support
22

Another week has passed. Is there nobody @support able to help me?

23

In spite of what we talked about up above, you might have to bite the bullet and try a Restore.

@support, do you think that will help?

25

Hello @MatDe,
Please accept our apologies for the delay here! I took a look at our internal tracker today, and I can see that your ticket is still in our review queue. A member of our QA team should be reviewing this soon and providing feedback.

I’ve requested an update from the team and upped the priority in our tracker so I should be able to get back to you soon with an update. Thanks in advance for your patience!

Lastly, I am missing some information on the ticket that might help the team. Could you tell me what router you’re using and anything between that router and your Nucleus?

26

Hi,

I‘m using a „Fritz!Box 6591 Cable“ as my router. I‘ve connected the Nucleus in different ways (with a switch in between or directly to the router) but that doesn‘t make a difference. Before the problem started I was changing between these two connection, always worked without a problem.

29

Hello @MatDe, and thanks for your patience while our team researched your issue.

Sometimes, issues like these can be spurious, but unfortunately in this case there are signs of low-level corruption in your database.

This type of error is extremely rare for us and not one that we see often. Our database infrastructure is designed specifically to prevent this type of corruption, and we don’t take this class of issue lightly.

Generally speaking, this means that Roon is reading information from your hard drive that is different from what was originally written, and the database is now unable to load properly.

What’s Next?

If you’ve been making regular backups, my advice would be to install Roon fresh on your Core machine, and roll back to one of your backups. You can use these instructions to do so:

  • Stop RoonServer from running in Nucleus’s WebUI
  • Navigate to your Roon’s Database Location
  • Find the folder that says “RoonServer”
  • Rename the “RoonServer” folder to “RoonServer_old”
  • Restart the RoonServer in the WebUI to generate a new Database
  • Restore from backup at least a week before issues started

If the database loads properly, your edits, playlists, tags, etc should be intact, and we can confirm everything is performing properly once it’s been restored.

If you do not have any backups, unfortunately, you will need to start with a fresh database.

Again, this class of issue is extremely rare for us and you have our apologies for the trouble here.

30

@nuwriy Fantastic! I followed all your steps and as far as I can see everything is back, up and running!
Thank you for your help and the detailed description!!

31

Hello @MatDe, that’s awesome! Please let me know if you need anything in the future. We’re happy to help!