NurViewer Support

Official support information for the NurViewer Windows application.

Before contacting support

For faster troubleshooting, include the smallest amount of information needed to reproduce the issue:

• NurViewer version and Windows version;
• the general file format involved (for example PDF, EPUB, DICOM, DWG), without sending the file unless support explicitly asks for a safe sample;
• the steps that led to the problem and what you expected to happen;
• any on-screen support reference beginning with NV-;
• whether the problem changes when the computer is offline or online;
• for purchase/licence problems, the purchase provider and plan name, but not tokens or full payment credentials.

Do not send secrets

Please do not send passwords, OAuth authorization codes, access/refresh tokens, payment-provider API/webhook secrets, NurViewer licence tokens, Worker signing keys, recovery credentials, or payment-card data. Do not send a private document merely to demonstrate that a viewer failed; begin with the format, size range, and an NV- reference.

Purchase and licence recovery

1. Sign in to NurViewer with the same NurViewer account used for purchase.
2. Open NurViewer → Settings → Purchase & licence.
3. For a purchase already completed, use Refresh licence after purchase in NurViewer.
4. If a registered-device limit is reached, open the device-management screen and deactivate an old device.
5. If payment completed but the licence does not appear after refresh, contact NURSOVA support with the purchase provider, plan name and safe transaction reference — never payment-card data or tokens.

A purchase is considered active in NurViewer only when the server has verified the external payment state and NurViewer receives and verifies its signed licence lease. A browser success page by itself does not unlock paid features.

Offline use

NurViewer is designed so ordinary local file viewing remains useful when the network or account service is temporarily unavailable. Paid entitlement may continue for the documented signed-licence offline window. Purchase verification, post-purchase licence refresh, device changes, quota reconciliation, and licence renewal require connectivity.

Diagnostics

NurViewer keeps a small rotating local diagnostic containing privacy-reduced breadcrumbs and stable NV- references. It is not uploaded unless you choose to send it: Settings has a button to send the failure records, and on Windows the app asks once after a crash whether the record may be sent. Otherwise, if support needs diagnostic text, we will tell you what section to copy. Review it before sending and remove anything you do not want to share.

Security vulnerabilities

If you believe you found a security vulnerability, do not post exploit details publicly. Send a concise report to security@nursova.com. Include affected version, reproducible steps, security impact, and any safe proof needed to validate the issue.

Privacy and account requests

For privacy, correction, or account-data questions, contact legal@nursova.com. See the product-specific NurViewer Privacy Policy.

Company

NURSOVA LLC
30 N Gould St Ste N
Sheridan, WY 82801, USA

DWG is only a basic read-only 2D preview. NurViewer is not a CAD application; complex objects and external references may be incomplete. Please do not buy NurViewer for DWG. Fuller DWG support is planned only for a possible future subscription edition, with no date.

Third-party licences and corresponding source

Settings → Open-source licences and the installation folder contain third-party notices, licence texts and build information. For components whose licences require corresponding source, request it from legal@nursova.com or support@nursova.com; include the NurViewer version and component name. The following are upstream and build references for the current Windows package.

• mpv / libmpv: libmpv-win32-video-build · 2023-09-24 (LGPL-2.1-or-later).
• FFmpeg 6.0 (LGPL-3.0-or-later): FFmpeg source · n6.0; --disable-gpl --disable-nonfree --enable-version3.
• 7-Zip 26.03 (LGPL-2.1-or-later, with the unRAR restriction): 7-Zip source · 26.03.

These components retain their own licence terms and rights. libmpv-2.dll is a separate shared library replaceable with a compatible build; 7-Zip runs as a separate program.