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FAQ

Here you will find answers to frequently asked questions about ordering, activating, loading, or managing your NURO device. Click on a question to view the answer.

Ordering a NURO system

Why do I need to request access to an account?

You will need a Medtronic account to access the NURO ecommerce website where you can order a NURO device, purchase therapy packages, and set up recurring orders. We process requests within 2 days and will send you a confirmation email letting you know when you can log in.

How do I log in?

On the top right of every page there is a link to LOG IN.

Log in

I forgot my user name or password. How do I reset my password?

Your user name is the email address you used to request access. You can reset your password here.

How do I order a NURO device?

Once you have an account, you can order your NURO device, as well as therapy packages and supplies, from the My Devices page on this website. Log in to go to your My Devices page.

Can I order more than one NURO device?

Yes. For each NURO device that you order, we will ask you to accept the product placement agreement. Log in to order another NURO device.

Does the NURO device come with all needed supplies and accessories?

Shipped with your NURO device will be a wall charger and a USB cable. Therapy packages are ordered separately from the My Devices page on this website.

Will I need to renew my product placement agreement after a certain length of time?

No, once you accept the agreement, it will remain valid while the NURO device is in your possession.

I need management to review and accept the product placement agreement. What do I do?

Management will need to create a NURO account and accept the agreement online. View the agreement

What is a therapy package?

A NURO therapy package includes 1 therapy session and 1 therapy session kit. Once purchased, the therapy session can be loaded from the NURO website to your NURO device; the therapy session kit is shipped via 2-day delivery to your specified location.

What is included in a therapy session kit?

Each therapy session kit contains 2 sterile needles, a needle holder, a ground pad, and two alcohol pads.

How do I order an additional wall charger and USB cable?

You can order these supplemental items from the My Devices page on the NURO website.

How can I order additional therapy session kits?

You can order additional kits from the My Devices page on the NURO website.

Can I order therapy sessions without the kit?

No. Therapy sessions are offered as part of the therapy package.

How do I return my NURO device?

Log into your account and click on "Order History." Click on the order number for the NURO device and on the order detail page you can access the return form. Go to Order History Refer to the product placement agreement for terms.

Can I return therapy packages for credit?

Purchases of therapy packages are final. Refer to the terms of sale that appear when you place an order for a therapy session package.

Activating your NURO device

How do I activate my NURO device?

Use the NURO software, installed on your PC, and the USB cable to activate your NURO device. Log into your account, connect the NURO device to your PC using the USB cable. If you have activated a NURO device in the past, click on “Activate a new NURO device” at the bottom of the My Devices page and the Activate Your Device screen will appear. If you are activating your first NURO device, the Activate Your Device screen will automatically appear when you log in and the system will guide you through the process. In either case, if this screen does not appear it may mean you have not installed the driver, which allows the NURO device to communicate with your PC. Download the driver

What if the serial number of my device does not automatically appear?

Find the serial number on the back of your NURO device and type in the numbers manually.

Why do I need to assign a color or nickname to my NURO device?

Assigning a unique identifier to your NURO device is important if you have more than one NURO device. A unique color and/or nickname will help you select the intended NURO device when ordering therapy packages, transferring sessions, and managing your account settings such as the shipping address.

Loading and transferring therapy sessions

How do I load therapy sessions onto my NURO device?

You will need the NURO software and driver installed on your PC to load therapy sessions onto your NURO device. Log in to your account and connect the NURO device to your PC using the USB cable. The NURO application will display a window as shown here.
NURO app screen

How do I transfer therapy sessions from one NURO device to another?

To transfer sessions, log in and on your My Devices page click on “Transfer sessions,” and the system will guide you through the process.

You can transfer therapy sessions only if they have been purchased but not yet been loaded onto a NURO device. Once therapy sessions are loaded onto a NURO device they can be used only by that device.
NURO transfer example

How many sessions can I load on a single device?

99

What is an emergency session?

One emergency session is available to load onto your NURO device if you need to deliver therapy for a patient but you have no sessions available on your NURO device and no purchased sessions available for loading. When you load this emergency session onto your NURO device, a notification will be sent to your administrator and the session will be deducted from the next purchase. When therapy sessions have been purchased you will again have access to one emergency session.

Managing your account and orders

Can I set up a recurring order?

Yes. On the My Devices page, click on the “Create recurring order” right below the image of the device that you want to associate with your recurring order.

Can I cancel a recurring order?

You can cancel your recurring order online 6 or more days prior to the delivery date. Please contact customer support if you need to cancel your recurring order 5 or less days prior to the delivery date.

What is a notification?

When activating your NURO device, you can set up notifications to alert members of your staff to let them know there are sessions available to load the device. You can change these notifications later by going to the My Devices page and clicking on "Edit details" right beneath the image of the device you want to associate with the notifications.

How do notify my administrator that I need more therapy sessions?

You can send a purchase request from the NURO PC application that opens when you load therapy sessions onto your NURO device.

How do I change contact information for notifications?

Go to the My Devices page and click on "Edit details" right beneath the image of the device associated with the notification settings you want to modify.

How do I check the status of an order?

You can view the status of online orders for the active facility from the Order History page. Click on the order number to view the order details. Within the order detail, you will see a status of the order.

How do track an order?

You should also receive an email with a tracking number once your order has shipped.

How do I obtain a copy of an invoice?

You can get a copy of an invoice for online orders on the Order History page. Click on the order number to view the order details. Within the order detail, you will see a tab labeled Invoices.

Troubleshooting

I’m having trouble activating my first NURO device.

If the Activate Your Device screen does not appear it may mean you have not installed the driver, which allows the NURO device to communicate with your PC. Download the driver

My NURO device won’t start a session when I press the START button.

Check your battery level. If there is not sufficient battery power to last for a 30-minute session, the NURO device will not start. Charging the NURO device for 15 minutes will provide enough power for one 30-minute session. A fully charged battery will provide up to 15 therapy sessions.

I can’t transfer sessions from one NURO device to another.

You can transfer therapy sessions only if they have been purchased and not yet been loaded onto a NURO device. Once therapy sessions are loaded onto a NURO device they can be used only by that device.

My NURO device is not appearing on the My Devices page.

Only NURO devices that are activated will appear on the My Devices page. To activate a NURO device, connect it to your computer using the USB cable. If your NURO device was previously displayed on the My Devices page and is no longer, it may have been deactivated. Check with your administrator.

I am trying to cancel a recurring order but the system won’t let me.

You can cancel your recurring order online 6 or more days prior to the delivery date. Please contact customer support if you need to cancel your recurring order 5 or less days prior to the delivery date.

My device doesn’t work, what do I do?

Contact customer support.

I can’t get the NURO PC application to appear on my computer screen. The NURO PC application is not recognizing my NURO device.

If you have used the NURO PC application with success in the past but it is not working, contact customer support. If you are using the NURO PC application for the first time, make sure you have downloaded both the PC app and the driver or download and install them again. Download the required software

I’m having trouble installing the software on my PC.

Contact customer support.

To install and use the NURO PC application, your PC must:

Be running on the Windows® 7 operating system or newer

  • Have the NURO System driver installed
  • Be able to run a 200MB .exe file
  • Be connected to the Internet

If you meet the requirements above try the following:

  1. Check USB cable connection
  2. Check Internet connectivity
  3. Check PC App installation through Control Panel
  4. Check Driver installation through Device Manager
  5. Check Windows Service status
  6. Check App/Service logs

If you are still having trouble, contact customer support at: (844) 558-6651 or contact us via email.

Starting Therapy

Is there a time limit on how long I can adjust the +/- buttons prior to starting therapy?

Does the ground pad need to be attached to patient ankle before I start the device?

Is there a time limit on how long I can adjust the +/- buttons prior to starting therapy?

No, there is no time limit. If the start button is not pressed to initiate the therapy session, the device will shut itself off after 3 minutes.

Does the ground pad need to be attached to patient ankle before I start the device?

Yes. If the system connections are not complete – ground pad to device to needle holder to needle – and the Start button is pressed, the system will give an error message; "ERROR. CHECK SETUP."

Why do instructions indicate to decrease therapy by one level after seeing a toe flexion?

Once the tibial nerve is identified via toe flexation, there is no need to continue toe flexation. One therapy level down from toe flexation will stimulate the tibial nerve and avoid potential patient discomfort during the 30-minute session.

Delivering Therapy

Does the device make a sound when it finishes?

Yes, the device beeps three times when the 30-minute session is complete.

What happens when the needle detaches from the patient ankle?  Or system is disconnected for another reason?

The LCD screen will display "Error: Check Setup, Restart" for 5 minutes. The first time it disconnects, the 30-minute timer will pause. Reconnect the lead, needle or ground pad, then press and hold start for 2 seconds. If the device does not successfully detect the pulse going through the patient, the device beeps and continues to display that message. This also resets the 5-minute timer. Once the device is successfully restarted, a second interruption ends the therapy session.

Is there a way to adjust amplitude mid-session?

No. The stimulation is adjustable only during Stimulation Level Adjust Mode, and is not adjustable during Therapy Mode. This is designed to prevent inadvertent changes to the stimulation during therapy.

How do I stop a session once it has started?

Hold the Power button for 2 seconds or disconnect the clip from the needle to stop a session.

Can I resume a session if I stop it before completion?

No. The number of available sessions will be reduced by one after you start a session, even if you stop the session before completion.

Battery

How does the device battery indicate that it can no longer deliver therapy?

The device will NOT start without enough charge in the battery to deliver a full session. A blank screen indicates a depleted battery.

How long does it take to charge enough to deliver one therapy session?

It takes about 15 minutes to charge the device enough to complete a 30-minute session.

How long does it take to fully charge the battery?

The device can be fully charged in about 3 hours.

Does the device charge faster with the wall charger vs. USB?

No, the charge rate is the same either way.

How many sessions are delivered on a full battery charge?

Up to 15 therapy sessions can be delivered on a full battery charge.