Here is a list of frequently asked questions when troubleshooting your neurofeedback equipment. 

If the system freezes, doesn't respond or error messages pops up.

  • Make sure to login to the internet. The software may need to do automatic updates. Then open up the program again.
  • Make sure the zAmp is connected before you start the program and preferably before you start up the tablet.
  • Always make sure powercord is connected. If it’s not charging, try a different outlet.


WATCH VIDEO: HOW TO DO DO A HARD RESTART ON A PRO/FAMILY TRAINER: Have you seen the "NeurOptimal® has stopped working" error message while training on your new Tablet? It's an easy fix. Please watch this quick 2 minute video.

*FAMILY/PRO UNIT RENTERS – Once tablet starts up. Wait 15 seconds. In the lower black "task bar” a small NeurOptimal logo icon will show up (that means the program is starting up in the background). Instead of clicking on the top left larger logo, click on this smaller logo in the task bar. Three small windows will appear, click any of them to open up the program.

ZAmp Problems (the device with the sensors):

Sometimes when starting a session, the following message can appears: "The zAmp can not be verified at this time"

  1. Restart the system. (See instructions above to do a hard restart)
  2. Unplug the USB cord and try a different port
  3. Start up the system and program again

If that doesn't help, contact us by emailing your rental manager.


Sound problems

 If there is no sound, try this:

  • Verify that the volume is not muted or set very low on the computer.
  • Restart your system. (See instructions above to do a hard restart)
  • Install all Windows updates and restart the computer.
  • Verify sound is defaulted to system speakers/headphones and not external display via control panel > sound > Playback Devices.
  • PRO SYSTEM: Make sure to press the QR button to start a session – not the play button. Pressing the Play button will only play back a session already recorded.
  • PERSONAL SYSTEM: Press the green button to start program


For more FAQs go to NeurOptimal's Website here

Troubleshooting the Equipment 

Need to do a mouse-call? Click here to view a pdf on how to login to technical support. Available only MON - FRI until 4PST


Download Forms

  2. Checklist of Concerns
  3. Tracking Your Progress (Fill this out in combination with the CHECKLIST OF CONCERNS before you start training and then every ten sessions.)
  4. Download Contract

Read this prior to your first neurofeedback session at home:


For an extra guide, see this screenshot of the different functionalities of the program. This userface is for the PERSONAL TRAINER PLAN only.