Here is a list of frequently asked questions when troubleshooting your equipment.
- Restart the computer if the system freezes or doesn't respond
- Make sure all the computer cords are fully plugged in
Do this first and then call me if there is still a problem.
If the system freezes or doesn't respond
- Do a hard restart*: Press down the power button and hold for 30 seconds. Then click again on the power button to start it up.
- 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.
*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"
- Restart the system. (See instructions above to do a hard restart)
- 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.
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.
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
EXPLANATION OF THE USER-INTERFACE WORKS
For an extra guide, see this screenshot of the different functionalities of the program. For the PERSONAL TRAINER PLAN only.