Unable to delete or add music on Roon Nucleus; playback issues (ref#6GN2A8)

[Jim_Sharkey]

What best describes your playback issue?

· Music doesn't start when I press "Play"

What type of Zone is affected by this problem?

· *All of my Zones* are affected.

Does the issue affect all file formats?

· The issue affects *multiple/all* file formats.

Does the issue happen with local library music, streaming service music, or both?

· *Both streaming and local* *library* music are affected.

Do you encounter any playback errors with the "System Output" Zone?

· The System Output has the same problem as my other Zone.

Is your RoonServer machine running MacOS 15 Sequoia or above?

· I still can't see my endpoints as available Zones.

Do you have a complex network setup?

· Both the device and RoonServer are connecting to a *single router*

Please try rebooting your router.

· No, I'm still having trouble

Do you have an approximate timestamp of when the issue last occurred?

· Daily, all day, everytime I try and use it

What are the make and model of the affected audio device(s) and the connection type?

· NUCLEOUS

Describe the issue

ROON nucleolus will not allow me to delete music or to add new music to system. Music plays for a couple of minutes, the stops saying searching for nucleolus. My sales person/technician has been trying to make this system work for years, it has never worked properly. I live in NC zip 27376. Perhaps you can recommend a different . 516-967-7771. Thanks Jim

Describe your network setup

not a tech person, that;s why I rely on experts

[daniel]

Hi @Jim_Sharkey,
Thank you for reaching out to us about this issue. I think the next step here is to enable some diagnostics on your account so our technical staff can get some more insight into what’s going on here.

However, before I enable this feature, I’d like to ask for your help ensuring we gather the right information.

First, can you please reproduce the issue once more and note the time at which the error occurs. Then respond here with that time, and I’ll make sure we review the diagnostics related to that timestamp.