Skip to content

Equipment Troubleshooting

Having problems with your amplifier, electrodes, or software? This guide will help you solve common equipment issues.

🔧 Amplifier Problems

Amplifier Not Recognized by Computer

Symptoms: - EEGer can't find amplifier - "No device detected" error - USB not responding

Fix - Try these in order:

  1. Unplug and replug:
  2. Unplug USB cable from computer
  3. Wait 10 seconds
  4. Plug back in

  5. Listen for USB connection sound

  6. Try different USB port:

  7. Some ports have better power/grounding
  8. Try USB 2.0 vs 3.0

  9. Avoid USB hubs - plug directly into computer

  10. Restart computer:

  11. Close EEGer
  12. Unplug amplifier
  13. Restart computer completely
  14. Plug in amp after restart

  15. Launch EEGer

  16. Check dongle (if applicable):

  17. Some setups require USB dongle
  18. Make sure it's inserted

  19. Try different USB port for dongle

  20. Reinstall drivers:

  21. Contact coach for driver files
  22. May need Microsoft Redistributables (x86 and x64)

Still not working? Screenshot error and post in Slack!

Amplifier Powers On But No Signal

Symptoms: - Amp seems to work - But all traces are flat - Or very noisy

Check:

  1. Electrodes plugged in:
  2. All electrodes connected to amp?
  3. Pushed in firmly?

  4. Correct sockets?

  5. Electrode contact:

  6. Do electrodes have paste?
  7. Touching scalp?

  8. Good contact on ears?

  9. Cable connection:

  10. USB cable fully inserted?
  11. Cable not damaged?

See: Signal Quality Guide for signal troubleshooting

🎮 Software Problems

EEGer Won't Start

Common causes:

1. License expired: - Check expiration date on your Workstreams card - Contact jon@peakbrainstl.com for renewal - Provide: Dongle number, client ID

2. Dongle not inserted: - Some setups require USB dongle (licensing key) - Must be inserted before launching EEGer - Try different USB port if not recognized

3. Keyfile issues: - EKC or Remlock file corrupted - Contact coach for fresh keyfile - Usually resolved same day

4. Software corruption: - Reinstall EEGer (coach will guide) - Usually rare

Games Won't Load or Crash

Fix:

  1. Install Microsoft Redistributables:
  2. Download x86 version
  3. Download x64 version
  4. Install both

  5. Restart computer

  6. Verify game files:

  7. Check games are in correct folder

  8. May need to reinstall games

  9. Contact support:

  10. Coach: Your Slack channel
  11. EEGer support: info@eegstore.com or jon@peakbrainstl.com

EEGer Freezes During Session

Immediate fix:

  1. Press Ctrl + Alt + Delete
  2. Open Task Manager
  3. End EEGer process
  4. Relaunch EEGer
  5. Reload protocol and continue

If it keeps happening: - Computer may be underpowered - Too many other programs running - Contact coach for optimization tips

🔌 Cable & Connection Issues

USB Cable Problems

Symptoms: - Intermittent connection - Amplifier disconnects randomly - Works sometimes, not others

Check: 1. Cable not bent/kinked at connectors 2. USB port clean (no dust/debris) 3. Cable firmly seated in amp and computer 4. Try different cable (if you have spare)

Cables can wear out - contact coach for replacement if damaged.

Electrode Wires Frayed

If electrode wire is damaged: - Don't use it (can short or give bad signal) - Contact coach for replacement - Usually ship same/next day

Prevention: - Don't pull on wires roughly - Coil loosely when storing - Don't let anything heavy sit on wires

🎧 Audio/Game Problems

No Sound from Games

Fix:

  1. Check computer volume:
  2. Is it muted?
  3. Volume too low?

  4. Right output device selected?

  5. Check EEGer audio settings:

  6. Configuration → Audio settings
  7. Verify output device

  8. Test with different game

  9. Verify speakers/headphones:

  10. Plugged in?
  11. Working with other programs?

Game Visual Issues

Game not displaying correctly:

  1. Resolution mismatch:
  2. Check screen resolution settings
  3. Adjust game window size

  4. Try fullscreen mode (F11 in some games)

  5. Graphics drivers:

  6. May need update (rare)
  7. Contact coach if persistent

🖥️ Computer Issues

EEGer Running Slow

Causes: - Too many programs running - Computer underpowered - Hard drive full

Fix: 1. Close unnecessary programs before EEGer 2. Restart computer 3. Free up disk space 4. Consider dedicated training computer

Second Monitor Not Working

For dual-monitor game setup:

Fix: 1. Display settings: - Set to "Extend" mode (not duplicate or mirror) - Verify second monitor is recognized

  1. EEGer settings:
  2. Configuration → Display
  3. Enable DUAL monitor mode

  4. Drag game window to second monitor

  5. If still not working:

  6. Restart with both monitors connected
  7. Check monitor cables
  8. See Virtual Intensive Session 2 recording for setup

⚡ Power Issues

Amplifier Not Getting Power

Most amps are USB-powered:

Check: 1. USB port providing power? (try different port) 2. Cable fully inserted? 3. Some amps have power switch - is it on?

If battery-powered (rare): - Check battery level - Replace batteries - Verify battery orientation

📋 When to Contact Support

Immediate Contact Needed

Equipment issues requiring coach help:

❌ Amplifier completely not working (after trying all fixes)
❌ Software won't start (licensing/dongle issues)
❌ Broken electrodes or cables
❌ Missing items from kit
❌ Damage during shipping

Contact: - Post in your Slack channel with @channel - Email: jon@peakbrainstl.com (for software/licensing) - Include photos/screenshots of the problem

Equipment Replacement

If equipment is broken: - Coach will troubleshoot remotely first - If confirmed broken, replacement ships immediately - Usually receive within 2-3 days - Covered under your program

Equipment failures are rare but we handle them quickly!

🛠️ Prevention Tips

Avoid Common Problems

1. Handle with care: - Don't drop amplifier - Don't pull on cables - Store safely between sessions

2. Keep dry: - Don't get amplifier or cable connections wet - Dry electrodes before storing

3. Proper storage: - Coil cables loosely - Protect from being crushed or bent - Designated storage spot

4. Regular cleaning: - Clean electrodes after each use - Check for damage weekly - Report wear before it becomes failure

5. Follow software guidelines: - Don't force-close EEGer - Close properly between sessions - Keep dongle inserted when using

📊 Quick Diagnostic Guide

Problem: Can't Start Training

Check in order: 1. [ ] Computer on and working? 2. [ ] Amplifier plugged in via USB? 3. [ ] Dongle inserted (if required)? 4. [ ] EEGer license valid (not expired)? 5. [ ] Electrodes connected to amplifier? 6. [ ] All cables firmly seated?

Problem: Poor or No Signal

Not an equipment issue - see: - Signal Quality Troubleshooting

Equipment-related causes: - Electrode damaged (test different electrode) - Cable broken (test different cable) - Amplifier malfunction (rare - contact coach)

📞 Support Contacts

For Equipment Issues

Your Slack channel: - @channel for equipment problems - Include photos/screenshots - Mention what you've already tried

Email (if urgent): - jon@peakbrainstl.com - Provide: Client ID, dongle number, issue description

EEGer Technical: - info@eegstore.com (for software/game issues)

🔄 Equipment Return/Exchange

End of Program

When returning equipment: 1. Clean all electrodes thoroughly 2. Gather all components (checklist provided) 3. Pack securely 4. Use provided return label 5. Schedule FedEx pickup or drop at FedEx

Missing items fee if equipment not returned complete - keep track of everything!

Equipment Damage

If you damaged equipment: - Report immediately - Don't try to repair yourself - Damage fees may apply depending on cause - We'll send replacement so training continues

Accidents happen - just let us know!

Most equipment issues are simple fixes! Unplug/replug, restart, check connections. When in doubt, screenshot and send to Slack - we'll help you get back to training quickly! 🔧🧠