Device not detected by Nureva Console client

The steps below will help with connecting a Nureva^® audio system or CV30 camera that is not detected by Nureva Console client.

If both the audio system and the CV30 camera are not detected, the audio system should be connected first before the camera is connected.

Before starting

Updating the desktop client to the latest version helps to ensure the latest functionality and features are available to Nureva devices. In some cases the connection will be restored once Nureva Console client is updated. Please ensure that Nureva Console client is up to date before advancing with troubleshooting.

How to update Nureva Console client

Nureva audio system

Windows computer

Reconnect the USB cable

When a Nureva audio system is not recognized by Nureva Console client, try disconnecting and reconnecting the USB cable to the Windows^® computer.

1. Open Nureva Console client.

2. Disconnect the audio device USB cable from the computer.

3. Reconnect the USB cable to the computer.

Nureva Console client will take up to 30 seconds to recognize the reconnection and for the connection to show on the dashboard.

Restart and reconnect the USB cable

If reconnecting the USB cable does not solve the issue, move on to the steps below.

1. Disconnect the audio system USB cable from the computer.

2. Restart the computer.

3. Power cycle the audio system.

4. Run the Services application as an administrator.

5. Enter Services into the search box near the Start button.

6. Select the Services app and then Run the application as an administrator on the right side of the window.

7. Go to NurevaConsoleDaemon in the Services application.

   • If the daemon is running, launch Nureva Console client.

   • If the daemon is not running, restart the daemon and then launch Nureva Console client.

8. Connect the USB cable to the computer when Nureva Console client launches the connection screen.

Nureva Console client will take up to 30 seconds to recognize the reconnection and for the connection to show on the dashboard.

Replace the USB cable

If the first two recommended steps did not solve the problem, try using a different USB Type A-B cable.

Note: If the Nureva audio system is not connecting after trying the steps above, contact Nureva Technical Support.

macOS computer

Reconnect the USB cable

When a Nureva audio system is not recognized by Nureva Console client, try disconnecting and reconnecting the USB cable to the macOS^® computer.

1. Open Nureva Console client.

2. Disconnect the audio device USB cable from the computer.

3. Reconnect the USB cable to the computer.

Nureva Console client will take up to 30 seconds to recognize the reconnection and for the connection to show on the dashboard.

Restart and reconnect the USB cable

If reconnecting the USB cable does not solve the issue, move on to the steps below.

1. Disconnect the audio system USB cable from the computer.

2. Restart the computer.

3. Power cycle the audio system.

4. Open Nureva Console client.

5. Connect the USB cable to the computer when Nureva Console client launches the connection screen.

Nureva Console client will take up to 30 seconds to recognize the reconnection and for the connection to show on the dashboard.

Replace the USB cable

If the first two recommended steps did not solve the problem, try using a different USB Type A-B cable.

Note: If the Nureva audio system is not connecting after trying the steps above, contact Nureva Technical Support.

CV30 camera

Windows computer

When a CV30 camera is not recognized by Nureva Console client, try the following:

1. Open Nureva Console client.

2. Disconnect the USB Type A-B cable from the camera and the Nureva USB 3.0 hub.

3. Reconnect the USB Type A-B cable to the camera and the USB 3.0 hub.

Nureva Console client will take up to 30 seconds to recognize the reconnection and for the connection to show on the dashboard.

Restart and reconnect the USB cable

If reconnecting the USB cable does not solve the issue, move on to the steps below.

1. Close Nureva Console client.

2. Disconnect the USB Type A-B cable from the USB 3.0 hub and the CV30 camera.

3. Connect a different USB Type A-B cable to the USB 3.0 hub and the CV30 camera.

   • The USB Type A-B cable from a Nureva audio conferencing system is recommended.

4. Open Nureva Console client

Note: If the camera is now connected, contact Nureva Technical Support for instructions about replacing the original USB Type A-B cable for the CV30.

macOS computer

In the Photo Booth^® application, confirm whether the CV30 camera is connected to the computer. If the CV30 camera is not visible in Photo Booth, follow the steps below.

Reconnect the USB cable

1. Close the Photo Booth application.

2. Disconnect the USB Type A-B cable from the camera and the Nureva USB 3.0 hub.

3. Reconnect the USB Type A-B cable to the camera and the USB 3.0 hub.

4. Open the Photo Booth application and confirm that the camera is connected.

Restart and reconnect the USB cable

If reconnecting the USB Type A-B cable does not connect the CV30 camera to Nureva Console, try restarting the system before reconnecting the USB cable.

1. Close the Photo Booth application.

2. Disconnect the USB Type A-B cable from the USB 3.0 hub and the CV30 camera.

3. Connect a different USB Type A-B cable to the USB 3.0 hub and the CV30 camera.

   • The USB Type A-B cable from a Nureva audio conferencing system is recommended.

4. Open the Photo Booth application and confirm that the camera is connected.

Note: If the camera is now connected, contact Nureva Technical Support for instructions about replacing the original USB Type A-B cable for the CV30.