Troubleshooting logs and data

Introduction

When contacting Nox Medical Technical Support, providing the correct files and data is essential for efficient troubleshooting and resolution of technical issues.
This article outlines what information our support team may request including log files from Nox Recorders and the Noxturnal software and explains how and when to share it.

It also describes how to locate and how to de-identify a study before sending it to Nox Support, ensuring data protection and compliance with privacy requirements.
By following these steps, distributors and customers can help ensure timely and effective assistance from Nox Support.

What to Send to Nox Support

The table below summarizes the most commonly reported issues and the corresponding files and data that should be sent to Nox Support for effective troubleshooting. 

Important! Every ticket sent to Nox Support should include a description of the issue, the steps performed by your team, steps to reproduce if available and the logs and/or files requested in the table below.

The following sections will outline the process of locating and sending the required information to Nox Support, as well as describe how to de-identify a recording so it can be safely shared with Nox Support.

Date and Time of the Issue

When submitting a support request, always include the date and time when the problem occurred.
This information helps correlate software, recorder, and system logs to identify the root cause accurately.

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Software Version (SW)

Including the Noxturnal software version helps Nox Support confirm compatibility and determine whether known updates or fixes apply to your setup.

To find the software version, open Noxturnal and go to Help → About Application

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Firmware Version (FW)

The firmware version identifies the exact software running on the Nox Recorder. This information is crucial for diagnosing device-level behavior and ensuring firmware compatibility.

To find the firmware version, insert a battery into the Nox recorder and turn on the device by pressing the device button. 

The firmware version will be displayed on the device´s display for a few seconds. 

OR

Connect the Nox recorder to the computer and see the firmware version in the Recording tab in the Noxturnal software

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Device.ini File (DEVICE.INI)

The Device.ini file is a configuration and identification file that comes with Nox sleep recorders. It contains detailed information about the device’s hardware and firmware information. The file allows Nox software to recognize the recorder, verify its configuration, and ensure compatibility with connected sensors and accessories.

Follow these steps to copy the Device.ini file and send it to Nox Support.

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Setup.ini File (SETUP.INI)

The Setup.ini file is a configuration file used by Nox sleep recording devices to define how a specific recording session should be performed. It contains essential setup parameters such as the device version, recording ID, language, and battery type, as well as a list of connected sensors and signal channels (for example, EEG, EOG, EMG, RIP belts, and oximeters).

Each signal entry specifies its label, internal signal name, sampling rate, and measurement unit. The file also defines timing parameters — such as the recording start time and timestamp interval — and includes information about connected Bluetooth devices (for example, a Nonin oximeter).

The Setup.ini file allows Nox Support to verify that the recording was configured correctly and to reproduce the setup if needed for troubleshooting.

Here is how to obtain the setup.ini from the recorder by connecting it to the PC. Copy the setup.ini file and send it to Nox Support.

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Device Log (Log.txt)

The Device Log provides detailed operational information about the Nox Recorder, including power events, communication with sensors, and internal processes. It helps Nox Support trace what happened during a recording session or device startup or failure to start.

The device log is found on the device itself and can be located through File Explorer on the data drive, often labeled as D:, though another drive letter may be used depending on your system.

The device log is also available in the recording folder once the recording has been downloaded into Noxturnal.

Important:

• The device log will only exist on the device drive if the recording has been downloaded.
• It is always present for Nox T3s recordings and for Nox A1s ambulatory (home) recordings.
• It will not be present for Nox A1s devices used in online recording mode unless that recording has been downloaded and merged afterward.
  • When available, the log is stored on the device in a zipped folder named log.zip.

Example of a Device Log and What It Contains

A typical device log includes timestamped entries documenting key system and recording activities, such as:

• Power events -  When the device was powered on or off, and whether it used USB or battery power.
• Recording sessions - Start and stop times, recording file names, and IDs (e.g., 01_CEF09.NIF).
• Sensor connections - Connection and disconnection of sensors such as oximeters (Oximeter connected. ID = 847127B4291B).
• Battery information - Voltage levels and percentages throughout the session, including at power-off.
• Firmware and configuration info — Firmware version and session scheduling details (Session 1 (pending)).
• System processes — Internal diagnostics such as watchdog resets and debug events.
   

Together, this information enables Nox Support to reconstruct the sequence of actions during a recording and pinpoint abnormal behavior.

-Here is how to obtain the device log (log.txt) from the device itself. Copy the log and send it to Nox Support. Available for the Nox T3s and the Nox A1s AMBULATORY. 

-Here is how to obtain the device log (LOG.ZIP) from within the recording folder. Available for download and merged Nox A1s ONLINE studies only.

Navigate to the recording folder from the Library, right click on Show in Windows Explorer and find the zipped LOG.ZIP file in the list.

        
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Noxturnal logs (nox_detailed_log.txt) 

When troubleshooting software-related issues, it’s often necessary to review the Noxturnal logs, which record the software behavior. These logs provide detailed insight into how the software communicates with connected devices, manages recordings, and handles background operations.

These logs are stored in the user-specific Noxturnal User Settings folder. Meaning, they have to be retrieved from the workstation where it was recorded AND under the user that was using the software.

Note:

When Nox Support requests Noxturnal logs, it is important to identify the date and time of the issue occurrence, as precisely as possible. The logs are extremely detailed and can contain large volumes of data, so knowing the exact time window of the issue helps our support team locate the relevant entries quickly and analyze the correct events.

To locate and send the logs to Nox Support:

• Open Noxturnal (same user, same PC where the error was raised).
• Go to Tools → Settings → Advanced.
• Click the link to open the User Settings location.

• Locate the Logs folder (it may be hidden - enable hidden folders in File Explorer).
• Zip the folder and send it to Nox Support.

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De-identified Recording

When sharing sleep recordings with Nox Support, all patient data must be removed to ensure that no personally identifiable information (PII) is included.

It is also very important to understand the distinction between raw data and downloaded data, as these are two different types of recording files that serve different troubleshooting purposes.

The following steps explain how to de-identify both the Raw Recording Files and the Downloaded Recordings.

Raw Recording Files (from the device)

Raw data refers to the original, unprocessed recording files stored on the Nox Recorder immediately after a study has been completed.

These files have not yet been downloaded into Noxturnal and are essential for diagnosing certain types of recording issues. 

Once the .NIF file (raw data) is downloaded into Noxturnal (even if no analysis is ran), it extracts the files and explodes them into a collection of .ndf files (signals, traces and more). 

Raw recording files use the .NIF file format and contain the complete, unaltered recording data as captured by the recorder. They are stored on the recorder’s data drive until the device is reset or reconfigured.

It is important to understand that under certain circumstances it is not possible to diagnose issues unless receiving the raw data and that once a device has been reconfigured, the raw data is permanently deleted and cannot be restored. 

Here is how to de-identify and share raw recording data with Nox Support:

• Connect the Nox Recorder to your PC. 
• Open the data drive of the device.
   

Copy ALL files except the PATINF.NPF file to a new folder (for example, “RawRecording” on the Desktop), compress it and send it to Nox Support. 

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Downloaded Recordings

When sharing recordings that have already been downloaded to Noxturnal, removing only the PATINF.NPF file is not enough — patient data must also be de-identified within the recording properties.

Steps:

1. Find the recording in the Noxturnal library.
2. Right-click the recording and select Show in Windows Explorer.
3. Copy the entire recording folder to the Desktop.
4. Delete the PATINF.NPF file from the copied folder.
5. Open the recording in Noxturnal.
6. Go to Recording Properties and change all patient information fields.

Close and save the recording.

Compress the unidentified patient recording folder and send it to Nox Support.

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Streaming Protocol

If issues occur when streaming an IP camera to Noxturnal during an in-lab recording, Nox Support needs to know the streaming protocol used.

To locate it:

• Open Noxturnal.
• Go to Devices → Online Rooms.
• Select the Video Device and click Edit Device.
• Click on Start Preview and then screenshot the image and share with Nox Support.

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Auxiliary Devices

For issues involving auxiliary devices connected via the Nox C1 access point (for example PAP or Sentec devices), please include the following details:

• Issue description
• Device name and model
• Connection method (Serial, DC, IP/Wireless, USB, Bluetooth)
• Firmware versions of the auxiliary device

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Exporting Recording Type, Custom Fields and Report Template

When contacting Nox Medical Technical Support, we might ask you to provide the recording type used, the reports and/or the custom fields.  

Both the Recording Type and Custom Fields are exported the same way. The report templates are explained in the following the instructions below.

Here are the steps on how to export the Recording Type and/or the Custom Fields.

Open Noxturnal, select Tools and Import/Export Settings...

1. Ensure you are under the Export tab
2. To help narrow your search, use the search bar, type in recording (for recording type) or fields (for custom fields)
3. Select the Recording Type and/or Custom Fields to export
4. Click on Export... 
5. Save on your workstation and send to Nox Support

Here are the steps on how to send us a copy of the Report Template used

1. Open Noxturnal, select Tools, Settings, Advanced, User Settings (or Default Settings if the user configured their report as a Default Report). 
2. Navigate to the appropriate folder for the language pack used by your facility (Reports-en in the example below)
3. Find the report in question, make a copy and send it to Nox Support. 

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