Capturing audio recordings for troubleshooting an HDL200 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 your 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

Windows

The Windows^® Sound Recorder app is recommended for recording local audio with Windows computers. This app is also known as the Windows Voice Recorder and is available from the Windows app store.

macOS

QuickTime^® Player is recommended for recording local audio with macOS^® devices. This app is available from the Apple website.

Steps for making a recording

1. Ensure the HDL200 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 your 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.