Troubleshooting with the Nureva app

The Nureva^® app is available with HDL310 and HDL410 audio systems as an alternative to using Nureva Console for device management. The app is accessed using a browser and the IP address for the Nureva device. Internet access is not required to access the app.

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 the 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.

Before starting

• Confirm the Nureva app is set up to manage the HDL310 or HDL410 device.

• Verify that the HDL310 or HDL410 connect module is switched on and physically connected to the local area network.

• Ensure the computer or mobile device is connected to the same local area network as the audio device.

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 IP address into the search bar.

2. When prompted for a password, enter the HDL310 or HDL410 enrollment code and click Continue.

3. The app will advance to the Nureva device management page.

Using the troubleshooting tool

The troubleshooting tool shows connection information for the HDL310 and HDL410 audio system as well as the computer, phone or tablet running the Nureva app. Connection information is displayed in three 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.

Success		Service URL was reached.
Fail		Service URL was not reached.
Unknown		Computer or mobile device could not reach the connect module.
Copy		Copy URL for pasting in an email or other tool.

Reported states

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.

Example scenario 1

An HDL310 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 allow list:

   • 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. This is caused by lack of access to the connect module. 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 allow list:

   • 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 local area network.

   • Ensure the computer is connected to the same local area network as the connect module.

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