My new Titan showed up with the internal ribbon cable pulled out of the connector at the hdd end. I tried contracting roon, and after a few days I was told that they were getting me a new cable and someone would be in touch. Another week, and I’ve heard nothing. If someone here knows where I can source a new cable, I’ll just buy one and fix it myself (I’ve been looking and can’t seem to find the right part). Immensely frustrating that I’ve had the piece of equipment sitting on my desk for close to 3 weeks now and still can’t use it!
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I’ve moved your post to the Nucleus Support section. @support is your best option here.
Thanks, but I was really hoping to hit a broader audience in the hopes of finding someone who knows where I can buy a cable. Roon support seems to be pretty poor. I just want to fix the unit and move on.
Not all SATA ribbon cables are the same. You’d have to post the model number of the motherboard.
It could be the motherboard is a bespoke, made for Roon and therefore parts might not be off the shelf.
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Hey @Joseph_Martinetto,
Thanks so much for taking the time to write in and share your report and my apologies for the delay in following up!
I’ve shared your report with our Store Ops team, and should have more information to share with you shortly. 
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On a closely related note - my Titan arrived with the SSD cable upside down. Which means I can’t secure my SSD because the screw holes won’t line up when the SSD is flipped.
As for the poor support from Roon, I put this question over to them six weeks ago and am still waiting on a response of any kind (other than an automated email).
Curious whether your cable break because you were twisting it to attach to the SSD? Or was there another issue?
How did you ultimately resolve your issue - hoping to learn something here.
I’ve made contact with customer support, and they say that they are going to send me a new cable. But I’m still waiting. It’s been well over 2 months now.
I didn’t twist the cable. I unscrewed the screw holding it down, and the connector came right off the end of the cable as if it wasn’t fully inserted before it was clamped down. I’m quite certain that if it didn’t pull off it still would have failed as it wasn’t making a good connection. These things happen, but the response is not very satisfying.
Thanks for the insight @Joseph_Martinetto . I may try disassembling the chassis to see what’s going on, knowing that it may be ready to fail.
Such a shame. My impression is that the Titan was rushed out (probably to satisfy new bosses at HK) and isn’t ready for prime time.
I regret trading in my old Nucleus.
Thanks for sticking with us throughout this process! You did the right thing by getting in touch with our RMA and Nucleus hardware support directly, the Technical Support team do not handle any hardware-related repairs.
I see that a replacement ribbon is in the process of being shipped out, so I’ll go ahead and close this thread for now. 
@Greg_Hayes, thank you for sharing your report - I see you’ve created your own support thread as well, let’s keep all your future replies tied to your thread for better tracking for the team. Posting across multiple threads with your issue details makes it difficult to provide thorough support. Thanks for the cooperation!
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