Capturing audio recordings for troubleshooting an HDL410 system

Audio issues can originate at several points on the signal path, so it’s important to determine whether the cause is the Nureva^® audio system or the conferencing software. Our Technical Support team may ask for audio recordings that will help us understand and find a solution to an issue being reported with a support ticket.

Nureva recommends capturing two simultaneous but separate recordings. The first recording is of the local audio and is made using a recording app on the computer. The second recording is made using the audio or video conferencing software. Here’s an overview:

• The first recording captures audio that is fed by the Nureva audio system to the computer.

• The second recording captures the processed audio that is uploaded to the conference software cloud.

• The recordings should be about 5 minutes long.

• Include the ticket/case number in the email subject line.

• When describing audio issues, it’s best to stick to audio quality attributes such as echo, reverberance, tinny, nasal and boxy.

Make a local recording with the computer

Steps for making a recording

1. Ensure the HDL410 system is set as the default device and the default communication device for playback and recording on the computer.

2. Open the local recording app and start recording.

3. After the local recording has started, you will see the app react to your voice.

4. Open the conferencing software and begin a meeting.

5. Start recording the meeting using the conferencing software.

6. Reproduce the issue you reported to support.

7. Stop the recording from the local recording app.

8. Stop the recording in the conferencing software.

9. Submit the recordings to Technical Support (support@nureva.com) for analysis.