NEUROFEEDBACK AT HOME
NEUROPTIMAL HOME DEVICE TECHNICAL SUPPORT
Are you a neurofeedback at home renter? If renting a NeuroOptimal neurofeedback device from Neurofeedback Training Co. and need help troubleshooting, see this guide for answers. If the machine is not working, and need further assistance, our neurofeedback trainer coaches are standing by to help.
Want to learn more how NeurOptimal works? Watch this video
NEUROPTIMAL TROUBLESHOOTING TIPS
Here is a list of frequently asked questions when troubleshooting your NeurOptimal neurofeedback equipment.
If the system freezes, doesn't respond or error messages pops up.
Login to the internet to allow software updates. It's required to do these updates at least every 7 days for the software to work properly. Always reboot system after an update.
Make sure the power cord is connected. If it’s not charging, try a different outlet. (If the tablet's battery was depleted, it may take some time for the tablet to start, leave it plugged in and revisit in 10 min. or so)
Start the NeurOptimal program before adding the sensors. Updates happen at start of program and may take from 2 - 10 minutes to do. It’s a good idea to wait until system has loaded before adding the sensors. If you don't have time for an update, bypass this and do it after your session (a restart is required).
Can't Locate Your Name in the Vault (Dashboard)?
Here's a brief video explaining how to add a name and toggle between already added names (hint: locate the alphabet at the bottom of Vault Window then choose the letter of your initials (if the letter is highlighted it's been added!)
Tablet/Laptop Not Charging?
Try a different outlet and leave it over night. If not try the hold the power button and up sound at same time for 30 sec or so. See Microsoft support page here. (PLEASE NOTE: charge the tablet/laptop while doing a session as the program is large and drains the battery quickly - you may be able to get in one or two session if it’s fully charged!)
zAmp Problems (the device with the sensors):
Make sure the zAmp is connected before you start the program and preferably before you start up the machine.
Sometimes when starting a session, the following message can appear: "The zAmp can not be verified at this time"
Restart the system.
Unplug the USB cord and try a different port
Start up the system and program again
If that doesn't help, contact us by emailing your rental manager and login to tech support (see packet on how to do a mouse call).
Software Update Problems
If you encounter these issues during a software update or afterwards
- If screen goes black (desktop's wall-paper is black) but you can still do a session. This is a known issue. As long as NeurOptimal program is opening ok it's ok.
Fix for: I'm Online, But I'm Getting A Message That My License Is Expired. Email your rental manager and email firstname.lastname@example.org. In your email, mention the name of your system (back of tablet). If you don't know what it is, ask your rental manager. Tech support will email you back with a license key code, then follow these step-by-step options.
If there is no sound, try this:
Verify that the volume is not muted or set very low on the computer. Click on the sound icon in the Windows lower taskbar and adjust volume. (On a tablet, the sound control is also located in the upper left corner, next to the power button).
Reboot your system and reopen program
Still not working?
1. Click on the sound icon in the Windows taskbar and switch the Sound device to Speakers (Realtek High Definition Audio or similar).
2. G-force may be working with the sound correctly. Watch this video: https://www.youtube.com/watch?v=-Dila872VAs&feature=youtu.be
For more FAQs go to NeurOptimal's Website here
EEG Sensors Issues
The EEG sensors consists of five silver electrodes, applied on ears & scalp, centered between the ear and the crown of the head on the bony ridge (Central points C3 & C4). The electrodes are applied with EEG paste. It is water soluble electrical conductance material composed primarily of salts in order to enhance the monitoring of the minute electrical pulses of the brain.
The EEG Sensors are pure silver, if allergic to silver and/or the conductive paste we use (Ten20), then you can make your own using simple household products. Here's a link to a website which have some good tips to make your own DYI conductive solution and electrode paste.
Make sure to clean the EEG sensors after each use. The paste corrode the sensors very easily.
NeurOptimal Tech Support - Login to NeurOptimal’s ZenConnect
If a reboot of the system doesn't solve the problem its recommended to login to tech support for a mouse-call. A mouse-call may take from 10 min to 30 min. and that is the only way to troubleshoot the system. A high-speed internet connection is required. If you have limited time, email us ahead and we can notify the tech support about the issues before you log on. Check your printed manual for the login information.
Watch the video below on how to allow tech support experts to troubleshoot your home system (see login info in your packet!). Once logged in, tap on the ZenConnect button and follow the instructions from the video.
When logging in to tech support please add your name + Neurofeedback Training Renter. Working with...(Alison, Kate or Sara). Make sure to allow 30 minute to allow the technician's to troubleshoot.
PLEASE NOTE: Tech Support/Mouse-Calls are only available MON - FRI 7am- 7pm EST. It is closed on major holidays.