I have been having an issue updating the software on my Roon Nucleus+ since May this year. I have been unable to update the software and each time I try, I get an error message saying “There was an error checking for update”. Kindly note that I have no issue updating the remote software…on my Mac, iPads and iPhone. Only the Nucleus+ is having an issue. Based on suggestions on the Roon Community, I have tried to reinstall the Roon OS through the web admin page. When I try doing that, I get a message saying ’There was an error downloading Roon” and to check my internet connection (exit code:10). FYI, I have a 10GBPS internet connection at home, so the internet connection and speeds is not the problem. I was advised on the community that exit code 10 means there is a DNS issue in my network. However, I find that very difficult to digest, since all my other audio equipment (dCS, Naim, QNAP NAS, Sonos, Devialet) is successfully downloading and updating software without any issue whatsoever. I am also having no issue with streaming music to other audio systems in my setup..including using Tidal on Roon. I have tried going to “updates.roonlabs.com”, which is where (I believe) the update softwares are located. I get error messages (on both safari and chrome) saying “too many redirects”.
Can you please help me resolve this issue.
Describe your network setup
Fibre Optic 10GBPS internet connection (StarHub) through Nokia XS-240X-A Fibre ONT; Nokia ONT connected (wired) to TP-Link Deco BE-85 (main WiFi7 router); Connected wirelessly to a second TP-Link Deco BE-85 router which is connected using an AudioQuest Vodka ethernet cable to an English Electric audiophile switch (model 8Switch); Nucleus+ connected to the English Electric switch using an AudioQuest Vodka ethernet cable
Thanks for your message. Yes, it is possible that a DNS misconfiguration can cause similar behavior. I tried to active diagnostics for your Nucleus but it doesn’t look like logs are coming in either. Can you use these instructions to manually upload a set to the below link and let us know once uploaded so we can check? Thanks!
There is a lot of room for network error in your current chain. For the sake of troubleshooting, can you please connect your Nucleus directly to your primary router, bypassing all other network gear?
Let me know if you run into the same issue in this setting. We’ll review the logs you’ve sent over in the meantime.
I connected the Nucleus+ directly to the primary router and I am getting exactly the same error message.
Have you had the chance to go through the logs that I sent you?
As a next step, let’s see about editing your Nucleus network settings. If could, please access the webUI of your Nucleus, and test out temporarily setting a static IP, and temporarily change the DNS settings on the Nucleus to to 8.8.8.8 and see if you’re able to update?
If so, then you may want to consider also reviewing the DNS settings on your primary router, and see if including a preferred DNS server may help you with future updates.
Thanks for all your suggestions and your patience. You have been most helpful. However, I regret to inform you that your latest suggestions have still not fixed the issue.
While I appreciate that you are eliminating possible problems/issues, isn’t there a more (for lack of a better word) scientific way of doing this. We seem to be following a trial and error methodology to arrive at the root cause of the issue.
Let me point out, as I have before, that I have several pieces of audio equipment in my house - dCS, d’Agastino, Naim, Devialet, Sonos, QNAP NAS. Denon…both 2 channel and HT set-ups. No other hardware is facing an issue in updating software. In fact, updating software on Roon Remote is also without a hitch…on multiple devices. And might I add, on the same network as the Nucelus+.
My apologies for my frustration, but I had an issue with my earlier Nucleus+ as well…it started powering down on it’s own within a few seconds, and I finally had to buy a new Nucleus+ (as recently as in November 2022) as Roon Support could not fix the problem.
We seem to be heading down the same path…again!
Your frustration is understandable. However, please recognize that you have described an extremely elaborate network topology in your original post which presents an innumerate number of variables for our small technical support team to troubleshoot from afar.
If you want a simple step with which to proceed from here, then please bypass 1) the second router that is wirelessly connected to your first router and 2) the layer-3 managed switch that is currently in the network path between your Nucleus and the internet.
If the Nucleus is relying on a Wifi connection, as well as multiple layer-3 managed switches (including those embedded in the routers), then it’s predictable that the device may encounter issues reaching upstream servers with the slightest misconfiguration or network failure.
Connect the Nucleus via ethernet to the main router - the Deco BE-85 that is hardwired to the ONT. From there, we will pull logs and see if the updates are failing.
Otherwise, there is no definitive way for us to guarantee diagnostically that the additional managed network hardware - or Wifi connection between your two routers - isn’t causing interference here.
Thanks for responding.
I have tried what you suggested based on earlier guidance from the technical support team. I connected the Nucleus+ directly to the primary router and got exactly the same error message. I reported this back to technical support 5 days ago.
Anyway, for some inexplicable reason, the Nuceleus+ updated the software yesterday. Nothing has changed, so I really don’t know why I met with success yesterday. But, I’m keeping my fingers crossed and hoping that this was not a one off. Will keep you posted once the next update comes around…till then, no more anguish from my side!
