Unable to connect to Roon Nucleus despite proper setup (ref#9OYP87)

[Andre_Zilio]

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 Roon Server by closing the Roon app in the taskbar or rebooting your Roon Server machine.

· No, the issue remains the same

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 can't seem to connect to my Roon Nucleus anymore. Everything seems in order but I can't find it anymore.

Describe your network setup

Roon Nucleus is connected through Ethernet

[connor]

Hi @Andre_Zilio,

Thank you for your post. The Nucleus+ last made contact with our servers three days ago, according to diagnostics.

If this RoonServer instance isn’t visible from any Roon controller, I’d first restart your network hardware (router, as well as any switches and mesh nodes or access points). From there, if you still can’t connect, there are two next steps:

1. First, access the Nucleus Web Admin and check to see if there are any errors displayed. Restart RoonServer from there.

Please share a screenshot of the Web Admin page here.

2. Next, connect the HDMI output of the Nucleus+ to any monitor or display directly. This will automatically display a BIOS-level diagnostic report. Please take a photo of the screen and share it here.

Thanks!

[Andre_Zilio]

Here is the photo. I can’t access 192.168.1.10. The connection is refused. Please advise.

[daniel]

Hi @Andre_Zilio,
When the connection was refused what did the message say? There are a few things that could cause your connection to be refused. Usually there be an error message that should point us in the right direction.

[Andre_Zilio]

Here it goes:

[connor]

Hi @Andre_Zilio,

Have you reinstalled RoonOS or replaced the SSD at any point recently on this Nucleus+?

[Andre_Zilio]

No I did not

[benjamin]

Hey @Andre_Zilio,

Thanks for that!

As a next step, lets reset the network settings on the Nucleus. Steps to follow below:

1. Connect the Nucleus to a monitor or TV via HDMI.
2. Connect a USB keyboard to the Nucleus.
3. Power on the Nucleus and let it boot.
4. Press ENTER
5. Type resetnetwork
6. Press ENTER

Let me know if you’re able to connect afterward. Thanks!

[Andre_Zilio]

Still not working. Do I have a faulty product?

[Andre_Zilio]

Hello, any news here?

[Singleton (- Audio Astronaut)]

While you’re waiting to here back from support:

Reseat all of your Nucleus physical connections

Plug your Nucleus into a different port in your router

Reboot Nucleus as well as your router

Finally when attempting to access the Web Admin page try using a “different browser” such as Firefox

[daniel]

Hi @Andre_Zilio,
Do you have a Linux compatible USB to ethernet adapter? If you do please test connecting the Nucleus to your network through that. If that doesn’t work we will escalate your case to the dev team.

[Andre_Zilio]

I tried resetting everything and it didn’t work. I don’t have a USB to ethernet adapter…

[noris]

Hi @Andre_Zilio ,

Since the Nucleus is not able to get online access there is not much that we can do in terms of remote troubleshooting. If you are able to get the adapter, that might be the simplest solution.

Other than the adapter, the next steps here would be to try to flash ROCK from a fresh install and see if it picks up a network address after the reflash, or send the unit in for investigation. I do see you’re located outside the US, so sending it in might be a bit trickier.

If you’re technical and are up to try the process, it can save on shipping and we may be able to fix the issue. Note that you’ll need a USB drive for this process that you can connect to a computer, and then the Nucleus. We have a good help article you can find here for next steps. Start from step #3 :

ROCK Install Guide

Essentially, you’ll be flashing the ROCK OS to a USB drive, and using it to boot and format the new SSD in your Nucleus.

Once you’ve successfully flashed ROCK onto the new SSD and confirmed everything is working again, we can submit a remote flash request back to Nucleus firmware.

Let us know how things go and how you’d like to proceed, thanks!