Nureva® HDX systems use a power supply and a country-specific power cable. The power supply connects to the HDX system hub, and the power cable connects the power supply to a wall outlet.
Before troubleshooting
Locate the power supply and power cable.
Locate the wall outlet, any power strip and any battery backup (UPS).
System hub has no power
Inspect the power cable and the power supply for visible damage (cuts, kinks, exposed wire, bent prongs).
Confirm the power cable is fully seated at the wall outlet and the power supply.
Ensure the power supply is fully connected to the system hub.
If the power cable is plugged into a power strip or battery backup (UPS), plug it directly into a wall outlet.
Test the outlet with another device, and if the device has no power, have the facilities team check the outlet and circuit.
If possible, swap in the power cable from another working HDX system to check whether the original cable is faulty.
If the system hub still has no power, try the power supply from another working HDX system to check whether the original power supply has failed.
If the system hub still has no power, contact Nureva Support.
Provide the system hub's serial number and the steps already tried.
System hub powers off unexpectedly or has intermittent power
Inspect the power cable and the power supply for visible damage (cuts, kinks, exposed wire, bent prongs).
Confirm the power cable is fully seated at the wall outlet and the power supply.
Ensure the power supply is fully connected to the system hub.
If the power cable is plugged into a power strip or battery backup (UPS), plug it directly into a wall outlet.
Check with the facilities team whether the outlet is controlled by a wall switch, timer, or room control system, and if it is, use an outlet that always has power.
Make sure the power supply and system hub are not enclosed or covered and have space around them for airflow.
If possible, swap in the power cable from another working HDX system.
Monitor to check whether the original cable is faulty.
If the problem continues, try the power supply from another working HDX system.
Monitor to check whether the original power supply has failed.
If the problem continues contact Nureva Support.
Provide the system hub's serial number and the steps already tried.
Include when the power loss happens (time of day, how often, and any pattern).