Download device logs using the Nureva App

The Nureva^® App is a web-based companion app designed to enhance the setup and configuration of HDL310 and HDL410 systems, as well as manage a comprehensive range of audio device settings.  This web app is accessed over a local area network (LAN) using a browser and the Nureva device's IP address. A continuous internet connection is not required to use the app.

To enter the Nureva App for the first time, use the default password (device enrollment code) found on the bottom of the HDL310 and HDL410 connect modules. A new password can be set for better security and workflow. After changing the device password, the default password will no longer provide access to the Nureva App.

Important

The first time the Nureva App is accessed using the IP address of an HDL310 or HDL410 system, a browser warning may state: “Your connection to this site is not secure.” This warning appears because the Nureva audio device is protected by a self-signed certificate that is unique to Nureva devices and unknown to the browser. There are two options for proceeding to the Nureva App.

1. Verify that the IP address is correct and select the browser option to proceed to the Nureva App.

2. Connect the computer directly to the Nureva audio device using an Ethernet cable and use the link-local address (169.254.254.254) to proceed to the Nureva App.

Using a direct Ethernet connection with the Nureva App

Downloading the logs

The Nureva App can be opened and used on a computer or mobile device that has a supported browser installed. Currently, the Chrome™ and Safari® browsers are supported.

1. Open a browser and enter the device's IP address into the search bar.

2. At the password prompt, enter the device password and click Continue.

3. The Nureva App home page will open.

4. Open the Troubleshooting menu.

5. Select Download logs.

6. A zipped file will download after the logs are prepared.

   • The zipped file will be saved to the default download folder on your computer or mobile device.

   • The zipped file contains logs for the Nureva App and the Nureva device.

The Home button takes the app back to the main Nureva App home page.

Verbose logging

Verbose logging can be enabled when technical support needs logs with a greater level of detail.

1. Open a browser and enter the device IP address into the search bar.

2. At the password prompt, enter the device password and click Continue.

3. The Nureva App home page will open.

4. Open the Troubleshooting menu.

5. Slide the toggle to turn the feature on or off.

The Home button takes the app back to the main Nureva App home page.

Submitting the logs

1. Open the Nureva support website.

2. Click on the Contact us button in the top, right hand corner.

3. Complete the fields in the online form.

4. Click Choose File at the bottom of the form.

5. Select the zipped Nureva App and Device log files.

   • The log files are selected and attached one at a time.

6. Click on Submit to send the contact form and logs to Nureva Technical Support.

Troubleshooting

Nureva App does not load

If the Nureva App does not load in the browser, check the following:

• Is the correct IP address being used to access the app?

• Are the computer and the Nureva device on the same LAN? The app will not launch if the Nureva device and computer are on different networks.

• Has the HDL310 or HDL410 system been connected to the internet for a minimum of 6 hours? This will allow the device to complete component updates. Internet access is required only to update the device.

Looking up the IP address for an HDL310 or HDL410 system

The MAC address for the Nureva device will be required to look up the IP address. A sticker with the MAC address can be found on the bottom of the connect module.