Troubleshooting#

Connecting#

My headset isn’t in the list. Power it on and bring it closer to the computer, then click “Scan for more devices”. Remember the scan pauses while another device is connected.

The device row is dimmed with “Last seen N s ago”. The device stopped advertising — usually powering off, out of range, or low on battery. Charge it / bring it closer; the row becomes active again when the device reappears.

Connecting fails. The row shows the reason with a Retry button:

  • Connection timed out — out of range, or the Bluetooth adapter was busy; try again.

  • Could not connect — check the device is nearby and charged.

  • Device is already connected — another program (or another Board window) is holding it. Close the other consumer first.

  • Lost connection to the backend during connect — a temporary hiccup; retry.

A connected device drops off the list. The link dropped (power, range, or the stream ended). There is no visible “Offline” label — Board removes the device automatically when the link drops. Reconnect from its card once the device is back.

No LSL streams are listed under Network. Make sure the producing application is running and on the same network, and that the stream isn’t already connected.

Recording#

“Start recording” is greyed out. Either no source is connected (open Connect first) or a form field is invalid — check for messages like “Run must be an integer ≥ 1”.

Viewing#

The viewer doesn’t show current data. You are looking at history — click the Latest chip or press Space to re-follow the live edge.

A channel is flat or looks wrong. Check its electrode contact using Impedance mode on the Connect screen. In the viewer you can hide a bad channel with the eye toggle in the channel rail.

Constant 50/60 Hz noise on every channel. That’s mains hum — enable the Notch chip (pick 50 or 60 Hz to match your region’s mains frequency).

Apps#

SSVEP arrows / P300 experiment won’t launch. These two experiment apps require PsychoPy to be installed on your system.

Getting help#

When you contact support, three things speed everything up:

  1. Your version — shown in the footer of the Resources screen.

  2. The diagnostics dump — press Ctrl+Alt+D to open the diagnostics panel and use its Copy to clipboard button; paste the result into your report.

  3. Log files — open Folders → Logs and attach the recent files.

Reach the team via Resources → Contact us, the report form in the Ask Jena (chat assistant) panel, or brainaccess@neurotechnology.com.