Troubleshooting with 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

Troubleshooting tool

The troubleshooting tool in the app helps determine the cause of internet and network connectivity issues with Nureva audio systems. For example, it can identify any URLs that need to be added to an allowlist when a network uses enhanced internet security, such as a firewall. Use the troubleshooting tool when:

• The Nureva App is not behaving as expected.

• The HDL310 or HDL410 system cannot be managed with the Nureva App.

• System firmware cannot be updated through the Nureva App.

• A local integration isn’t working correctly.

• The audio system’s connect module can’t communicate with Nureva Console cloud.

Using the app

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. Click on the Network check button.

The Troubleshooting button at the bottom of the network check page returns the app to the Troubleshooting page.

Using the network check tool

The network check tool displays connection information for HDL310 and HDL410 audio systems, as well as the computer, phone or tablet running the Nureva App. It also provides details about any local connections via WebSocket or server-sent events (SSE). The connection information is organized into four different tables:

1. Internet access — this table indicates whether the connect module and the computing device have access to the internet.

2. Nureva connect module — this table confirms whether the service URLs the HDL310 and HDL410 need to keep up to date can be accessed by the connect module.

3. Computer/phone/tablet — this table confirms whether each connect module service URL can be accessed by the troubleshooting tool through the browser.

4. Local connections — this table lists which IP addresses are connecting to the HDL310 or HDL410 and which ones are streaming sound location data.

Internet access

Success and fail states for the internet access table.

Nureva connect module

Success and fail states for the connect module table.

Unknown state for the connect module table.

Computer, phone or tablet

Success and fail states for the computer/phone/tablet table.

Local connections

Success and fail states for the local connections table.

Example scenario 1

An HDL310 system requires updates but the Nureva App is unable to update the device. The troubleshooting tool shows that the connect module does not have internet access. In this example, the connect module and computer/phone/tablet tables show the tool could not reach two service URLs:

• https://stream.launchdarkly.com

• https://versions.nureva.com

Remedy

1. Add the unreachable URLs to the network allowlist:

   • https://stream.launchdarkly.com

   • https://versions.nureva.com

   Tip: Use the copy button beside each URL to copy and paste the URL.

2. Connect the Nureva connect module to the internet. This connection can be temporary. It is needed only while the HDL310 or HDL410 connect module is updating.

3. While the connect module has internet access, rerun the network check to determine whether any other service URLs are unreachable. Add any URLs to the allowlist as required.

4. Complete the updates to the HDL310 connect module. After the updates are complete, internet access can be removed from the HDL310 system.

Example scenario 2

The computer has internet access set up, but it cannot reach an HDL410 connect module. The internet access table lists the internet status of the connect module as Unknown and this banner is shown.

The Nureva connect module table indicates Unknown next to all the service URLs. A lack of access to the connect module causes this. In this example, the connect module and computer/phone/tablet tables show the tool could not reach three service URLs:

• https://events.launchdarkly.com

• https://versions.nureva.com

• https://cloudfront.cdn.snapcraftcontent.com

Remedy

1. Add the unreachable URLs to the network allowlist:

   • https://events.launchdarkly.com

   • https://versions.nureva.com

   • https://cloudfront.cdn.snapcraftcontent.com

   Tip: Use the copy button beside each URL to copy and paste the URL.

2. Reestablish the connection between the computer and the HDL410 connect module.

   • Ensure the connect module is switched on and physically connected to the LAN.

   • Ensure the computer is connected to the same LAN as the connect module.

3. Run the troubleshooting tool to confirm the connection between the connect module and the computing device has been reestablished.