Technical Support

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Temporary licenses are issued to all replacement systems until the previous system is unlicensed.

If this is a rental system, please contact your Trainer.

Please contact [email protected]

Connect to the Internet once a week to validate your NeurOptimal® license. Internet connection is only required for license validation, not for running Sessions. It is recommended to maintain a constant internet connection to receive regular updates for both Windows and NeurOptimal®.

PASS members with banked Sessions can contact licensing to have more Sessions added from your bank to your system.
PASS and Non-PASS members can purchase more Sessions from our store. Click here for further instructions.

PASS members can request this by emailing [email protected]. This is not available for non-PASS members.

Laptops vent their heat primarily through the keyboard, side and bottom vents. Since Microsoft Surface Pro tablets do not have an attached keyboard, they normally feel warm. If your system were to overheat, it is designed to shutdown to prevent any damage.

• Check if the volume is too low and increase it if necessary.
• Make sure that the system is not on mute and unmute it if needed.

If the above steps don’t work, it’s possible that a recent Windows update may have altered your sound settings, requiring some adjustments. Click here for further instructions.

There may be temporary higher than usual traffic on the NeurOptimal^® server.
Your system may need maintenance – complete all maintenance tasks Click here for instructions on system maintenance.

An update may have uninstalled G-Force, please click here for re-installation instructions.

Click here for instructions connecting NeurOptimal^® system to Wi-Fi network.

NeurOptimal® requires an internet connection to authenticate your software license at least once every 7 days. If your system has not connected in over 7 days, it will need to be connected the next time NeurOptimal® is launched in order to function.
Zengar® recommends having a constant internet connection so that your system can receive crucial Windows and NeurOptimal® updates regularly.

You will need the following:

• A monitor with an HDMI port
• Microsoft or StarTech USB-C to HDMI adapter (SB2, SP7, SP7+,Surface Laptop Go 2)

-OR-

• StarTech Mini display to HDMI adapter (SP3, SP4, SP5, SP6, Surface Laptop)
• HDMI cable.

Zengar recommends using the microSD card/flash drive included with your NeurOptimal^® system to store your media files. This preserves storage space on your system needed for NeurOptimal^® to operate efficiently.

Your NeurOptimal^® system is configured for the country to which it is originally shipped. If you plan on using NeurOptimal^® in another country, you must adjust the Notch Filter setting to the region’s electrical frequency (50/60Hz) [link to Worldwide AC voltages and frequencies]. You may also need a physical plug adapter for that country.

For a list of Worldwide AC voltages and frequencies, click here.

To set the notch filter properly to your region’s electrical mains current:

1. 1. Tap/press and hold (right click) on the Tools icon.
      
   2. Then select (tap/click on) Preferences and select (tap/click on) System Preferences on the context menu.
      • 
   3. The NeurOptimal^® 3 Preferences menu will open.
   4. Select (tap click on NO Device Manager) and use the Notch Filter drop down menu to select Notch 50 Hz (60 Hz is default setting and no adjustment is needed in 60 Hz environments) and click apply/OK.
      • 

• Right click or tap and hold the NeurOptimal^® Tools icon in the VAULT.
  

• Select “zAmp Tests” from the drop down menu.
  
  Set the EEG Pattern to Live EEG.

• Squeeze all five sensors between your thumb and finger in a single stack and click on “Start Test”. The pink and blue lines will converge as in the image below if the sensors are good. You may need to squeeze harder for this to happen. If the lines do not converge, your sensors need replacing.

NeurOptimal® only works with the Zengar® zAmp, sensors, and Ten20 paste. Using other conductive pastes, gels, or homemade preparations is not recommended as they may impact the effective measurement of EEG.

NeurOptimal^® includes three “Digit, Al” Sessions in the VAULT by default. These Sessions serve as a form of quality control- they provide known data that the software can internally use as a reference to verify other operations. The “Digit, Al” Sessions were created in 2017 by the developers for this purpose and are used on all NeurOptimal^® systems so that the software always has this comparative data to ensure a high quality, consistent experience for all users.

Yes! You can find NO3 video tutorials here.

We also have some helpful Tech Tip videos here.

Longer interrupts may indicate processing slowdowns, which can be minimized with proper maintenance and Windows updates. Longer interrupts will not impact the effectiveness of your Session. For further information, please contact [email protected]

Zengar^® covers manufacturing defects for the first 30 days after purchase date. After 30 days, Microsoft must be contacted for any warranty support.

Click Here for more warranty information.

Manufacturer hardware and software defects. Accidental damage is NOT included.

Any system purchased from Zengar^® before Jan. 1, 2023, includes a 1 year limited Microsoft warranty.
Any system purchased from Zengar^® on or after Jan 1, 2023, includes a 30 month extended limited Microsoft warranty included.

Click here for more warranty information

2 years by Zengar^®.

Click here for more warranty information.

3 month warranty by Zengar^® for manufacturer defects.

Click here for more warranty information.

Microsoft Information: Click here

Contact [email protected] for warranty claims and questions.

Monday-Friday, 7am-7pm EST
Summer hours (June 1 – September 1) Monday-Thursday, 7am-7pm EST. Friday, 7am-1pm EST

Yes! Once you have connected to a ZenConnect with your NeurOptimal® system, you can ask the technician to call you.

As of April 20, 2020, Zengar has discontinued support for NeurOptimal^® v2.  Please contact our PASS team to review your upgrade options. [email protected]

The system is covered by PASS, there is no charge. PASS members (link)
If the system is not covered by PASS, ZenConnect support is $160USD/hour, with a 20-minute minimum. Non-PASS members