TECHNICAL SUPPORT

FOR NEUROFEEDBACK TRAINING CO. RENTAL CLIENTS

Read this FAQ page prior to your first neurofeedback session at home to learn more how NeuroOptimal works

Are you currently a renter? See your manual or read troubleshooting tips below. Contact your rental manager or use our new chat widget in lower right corner to reach out to us for more assistance.


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"

  1. Restart the system.

  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 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.


Licensing Problems.

Fix for: I'm Online, But I'm Getting A Message That My License Is Expired. Email your rental manager and email support@neuroptimal.com. 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.


Sound problems

 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

  • Install all Windows updates and restart the computer.

  • 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


NeurOptimal Tech Support - Login to NeurOptimal’s Tech Support “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.

PLEASE NOTE: Tech Support/Mouse-Calls are only available  MON - FRI 7am- 7pm EST. It is closed on major holidays.

 

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Checklist Form
Rental Guidelines (PDF)
View Manual: Sensor Placement

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Quick Links:

NeurOptimal's support page page