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My experience with Roon Hardware

I have been a happy customer of Roon software for a few years. Wanting better DSD, DXD performance I decided to to change out my Mac mini to more modern Roon Core server hardware. I know that means just a dedicated computer, but I think a purpose built product will be more robust with better sound quality. After a too brief search I choose a Roon Nucleus Plus. Why not rely on the company whose software I use? What could go wrong? Well, I learned quickly. 3 months in, it has never functioned appropriately. Drop outs, hard reboots, reformats, software reloads. The list is endless. The final straw is that I can no longer copy files to the Nucleus memory. It loops constantly and I must force quit the program. Reformatting does not help. Now a plea to Roon will surely help. Nope going on a week, I have automated acknowledgements and no response. Crickets. There approach may work for software bugs, but is laughably inadequate for hardware failures. I believe there are many happy customers, but I have a $3k candidate for recycling or landfill. Caveat Emptor. 

lafayette2010
lafayette2010 OP
3 posts
 

Thanks guys. Thought comments. Maybe they are short staffed and may respond professionally. Time will tell. 

crn3371
224 posts
 

I think your best option for Roon support is to post in their forum.

bjesien
1,311 posts
 

I've owned my Nucleus for around 6 years and there was one stretch of a few months when it would seriously lag for 5 minutes before changing songs, sometimes not play, etc. Communication with Roon is not easy other than the forum. Their forums remind me of the chat forums from the 1990's.

See if there is a new software update. I'm not exactly sure how it got solved but it's been flawless again for years. Likely a software operating glitch. It can be  frustrating to drop 2 grand and not be able to get a person on the phone. Prior to buying I suggest looking at their support methods to see if they work for you. I'm sure they work for most. 

vinylvalet
902 posts
 

I've been using a Nucleus+ for almost three years and have not experienced any of the problems you describe.

Perhaps you have a network issue.

I do agree with you regarding your frustration with the Roon support system. I think it would be best to purchase Roon products from a knowledgable local dealer who can solve customer problems directly.

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