Technical Support FAQ

All current NeurOptimal^® systems now use Microsoft Defender, a built-in Windows antivirus solution that provides real-time protection and automatic updates. No separate antivirus installation or subscription is required.

If your system is still running ESET NOD32 Antivirus (previously included with PASS coverage), no renewal is needed. ESET is being phased out, and all systems will transition to Microsoft Defender. If you need help making the switch, please log in for a ZenConnect and we’ll guide you through the process.

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). 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. 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.
   
   

While we haven’t tested all available brands, any medical-grade EEG conductive paste should be adequate. We do not recommend using non-medical or homemade alternatives, as they may interfere with accurate EEG measurement and overall session quality.

There may be a problem with your payment method.

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.

A recent Windows update may have disabled G-Force. Please login for a ZenConnect in order for us to restore some configuration settings, or you can Click here for instructions.

How to Reactivate G-Force

Installing Windows updates ensures optimal performance and system security, while installing NeurOptimal^® updates resolves software issues and enhances the user experience. Do not pause Windows Updates unless requested by Zengar^®.

Method 1:

• Type “disk space” in Windows search and press Enter.

Method 2:

• Open File Explorer
• Click This PC
• Right-click C: drive
• Go to Properties

We recommend ensuring at least 5 GB of free disk space on your system before starting a NeurOptimal^® update. If your system has less than 5 GB of free space, we recommend running a disk cleanup before proceeding.

Click here for instructions on how to perform a Disk Cleanup

Click here for instruction on how to update Windows 10 & Windows 11.

Click here for more information on how to maintain your Surface Pro battery.

Microsoft recently updated its Extended Security Updates (ESU) program requirements. Based on these changes, Zengar^® supports enrollment under specific conditions. Clients may now enroll in Microsoft’s ESU program, which ends on October 13, 2026, by carefully following our step-by-step enrollment guide.

Important: It is critical that you do not keep a personal Microsoft account linked to your NeurOptimal^® system. Keeping a personal account connected can create issues with configuration, privacy, and system performance.

Here’s why we remain cautious about a linked Microsoft account:

• Unintended settings transfer: Personal settings from other devices may sync and overwrite your NeurOptimal^® configurations.
• Cross-device confusion: Changes on one Windows device can affect others if synced.
• Privacy concerns: Your browsing data, passwords, and preferences could be stored in Microsoft’s cloud and shared across devices.
• Account lockouts: Losing access to your Microsoft account may impact your system.
• Rental system risks: Shared Microsoft accounts could unintentionally expose personal data.

If you choose not to enroll in the ESU:

You may continue using your NeurOptimal^® system with Windows 10 after Microsoft support ends on October 14, 2025, but please be aware this carries security and compatibility risks. Without security updates, systems may become vulnerable, and future NeurOptimal^® software updates may not be supported on older Windows Operating Systems.

Our recommendation:

For best long-term performance and security, we recommend upgrading to a replacement system with Windows 11 Pro. This ensures full compatibility with future NeurOptimal^® enhancements and ongoing Microsoft support. If you'd like to proceed with ESU enrollment, please refer to the ESU enrollment instructions to ensure correct setup.

1. CLEAN YOUR SENSORS IMMEDIATELY AFTER EACH SESSION: Clean your sensors gently yet thoroughly after each Session to prevent lingering paste, which can cause corrosion and reduce their lifespan. Use a damp soft cloth or baby wipe to clean them, and ensure they are thoroughly dried afterward. Do not use alcohol-based or chemical cleaners, as they will cause sensors to peel or crack and will void the warranty.
2. HANDLE WITH CARE WHEN APPLYING PASTE: When scooping paste, place your forefinger on the back of the sensor for support. This prevents bending and potential sensor damage.
3. AVOID TIGHT WIRING: Do not kink, braid, or wind your sensor wires tightly, as this can cause damage.
4. INSPECT SENSORS REGULARLY: Check your sensors regularly for any damage. If they are damaged in any way, replace them immediately. It’s a good practice to keep a backup set of sensors on hand.
5. ADJUST FOR COMFORT: Our sensors are designed to be malleable, so some misalignment or bending is normal. You can gently adjust them for better alignment or comfort.

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

   

2. Select “zAmp Tests” from the drop down menu.
   
   
3. Set the EEG Pattern to Live EEG.
   
   
4. Squeeze all five sensors, in any order, between your thumb and finger in a single stack and click on “Start Test”.
   
   
5. 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.
   
   
6. What does a test look like if my sensors are bad?
   If the lines do not converge as in the image below, your sensors need replacing.
   
   
7. Reposition, press harder and try again before trashing the sensors.

Click here to view our Windows 11 Upgrade Portal for instuctions on how to upgrade your system to Windows 11.

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:

1. A monitor with an HDMI port
2. Microsoft or StarTech USB-C to HDMI adapter (SB2, SP7, SP7+, Surface Laptop Go 2, Surface Laptop Go 3)

-OR-

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

See the image below to insert the USB cable with the correct side up:

Bluetooth audio devices may function with NO3, but they frequently cause connectivity issues. For optimal reliability, Zengar^® strongly recommends using wired headphones, wired speakers or the built-in speakers included with your system.

Not all USB cables ensure stable performance. To maintain consistent communication with the zAmp, Zengar^® recommends using only Monoprice USB cables, tested for compatibility:

• 15 ft: Model #5445
• 6 ft: Model #5443

These cables have been thoroughly tested with NeurOptimal^® systems.

Check out our step-by-step Tech Self-Help Guide (EN) (FR) for troubleshooting solutions before reaching out for support.

Systems 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.

1. Check if the volume is too low and increase it if necessary.
2. 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.

To proceed with a zAmp clip repair, please follow the steps below:

1. Take a clear photo of your zAmp’s damaged clip.
2. Email the photo to [email protected] for assessment and further assistance.
3. Our dedicated Technical Support and Shipping team will review your request promptly and guide you through the repair process.

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]

Yes, you can! To do so, you will need an external drive. The CD/DVD-ROM External Drive requires a USB Hub with all NeurOptimal^® systems, except ASUS and Surface Book 2. You can find the external drive and other accessories in our store here.

Learn how to set it up by watching our tutorial video here.

It depends on the type of port your system uses. Most systems support either USB-A or USB-C connections. Zengar^® recommends the following:

• Click here for USB-A option
• Click here for USB-C option

You may also use other brands, just ensure the external drive is compatible with your system’s port type.

Important: If you're using a Surface Pro 9 or Surface Pro 10, you must use a 4-port USB hub to connect the external drive. Zengar^® recommends the following:

• Click here for USB-A option
• Click here for USB-C option

You may also use other brands, just ensure the 4-port USB hub is compatible with your system’s port type.

A Session is deducted from your Session count once it exceeds 6 minutes in duration.

Zengar^® covers manufacturing defects for the first 30 days after purchase date. After 30 days, the manufacturer must be contacted for any warranty support. You must first create an account with the manufacturer to receive warranty service.

ASUS Technical Support: 1-888-678-3688

To create an account click here

Microsoft Technical Support: 1-800-642-7676

To create an account click here

Manufacturer hardware and software defects.

Microsoft: Any system purchased from Zengar^® on or after Jan 1, 2023, includes a 30-month warranty.

ASUS: 36 months

36 months

Click here for more warranty information.

3-month warranty by Zengar^® for manufacturer defects.

Click here for more warranty information.

Monday-Friday, 7am-7pm EST

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

PASS members: Click here

Non-PASS members: Click here

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