Submitting HDL200, HDL300 and Dual HDL300 device logs to Nureva support

In certain situations, you may be required to collect the Nureva^® Console logs and provide them to Nureva support for analysis. You can do this by following the steps below for Windows^® computers. These instructions apply to HDL200, HDL300 and Dual HDL300 systems.

To submit device logs for HDL310 and HDL410 systems, we recommend using the Nureva App.

Get started with the Nureva App

Download device logs using the Nureva App

Submitting device logs to request support

1. Go to the Nureva support website.

2. Click the Contact us button in the top-right corner.

3. Complete the fields in the online form.

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

5. Select Local Disk (C:) and proceed to the ProgramData folder and open it.

6. Find the Nureva folder in the list of folders and open it.

7. Open the Nureva Console client folder.

8. Find and open the Logs folder.

9. Use the Date modified column to sort the files in chronological order.

10. Choose the files that were updated over the previous 7 days.

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

11. When all the files have been added, click Submit to send the contact form to Nureva support.

Submitting device logs for an open support ticket

For open support tickets, please submit log files via email. The support analyst will provide you with an email address and a ticket number.

The Nureva Console log files are located at C:\ProgramData\Nureva\Nureva Console client\Logs.

1. Create a new folder on the Windows desktop and name it Nureva device logs.

2. Click the File Explorer icon on the taskbar.

3. Go to the ProgramData folder and open it.

4. Find the Nureva folder in the list of folders and open it.

5. Open the Nureva Console client folder.

6. Within the Nureva Console client folder, find the Logs folder.

7. Copy the requested files and paste them into the Nureva device logs folder on the Windows desktop.

8. Attach the Nureva device logs folder to the email.

Complete the email including the case number and description in the subject line. Be sure to include any additional information that was requested by the support analyst. If you would like additional assistance, please contact Nureva support.