Technical Support

Welcome to the NeurOptimal® Technical Support Page.

Below you will find a gathering of Frequently Asked Questions that may provide you with the support you are looking for. If you do not see a question or answer that assists you with your concern(s)/issue(s) please reach out to us via our other Support methods found at the bottom of the page.

Discover NeurOptimal® In Your Language!

Tech Support Icons Antivirus


tech icons licensing


tech icons maintenance


tech icons release notes


tech icons troubleshooting


tech icons guide


tech icons warranty and registration


tech icons zenconnect



ESET NOD32 Anti-virus is included with PASS memberships (one year per PASS covered system). PASS members, please login for a ZenConnect to renew and update ESET.

Not a PASS member?
Purchase your ESET
renewal here:
Click here

Want to join PASS?
Join now!


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.

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®.

“How do I install Windows updates?”

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

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.

NeurOptimal® runs seamlessly on both Windows 10 and 11 operating systems. However, it’s important to note that Microsoft will no longer provide updates or support for Windows 10 after October 14, 2025 which will leave your system vulnerable to security risks.
If you would like to upgrade your NeurOptimal® system, please contact the Zengar® PASS team.

  1. Make sure you clean your sensors gently yet thoroughly, immediately after
    you have finished each Session. Any lingering paste can cause corrosion and will
    reduce the lifespan of your sensors. We recommend cleaning with a damp cloth
    or wipe. Be sure to thoroughly dry once clean.
  2. When scooping paste put your forefinger on the back of the sensor for
    support, preventing bending and possible sensor damage.
  3. Do not kink, braid, or wind your sensor wires tightly.
  4. Inspect your sensors regularly. If they are damaged in any way, replace
    them. It is good practice to have a backup set of sensors on hand.
  5. Our sensors are malleable by design, so misalignment and/or bending
    is normal. It’s ok to gently work them for better alignment or comfort.



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.

User Guide

Click here for the NeurOptimal® Getting Started Manual.

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, Surface Laptop Go 3)


  • 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. 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.
  • 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.
  • Reposition, press harder and try again before trashing the sensors.

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]

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.


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.

ZenConnect Technical Support Calls

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

NeurOptimal® Support

We are currently experiencing power outages due to a snowstorm, which may lead to delays or restrictions in ZenConnect services. We appreciate your understanding and apologize for any inconvenience this may cause.

ATTENTION! ZenConnect is currently experiencing interruptions and is offline.

If you have an EMERGENCY situation which requires immediate resolution please contact [email protected].

Please do NOT contact [email protected] for inquires of maintenance or updates.

We apologize for any inconvenience and are working to resolve the problem as quickly as possible. Thank you for your patience.

Due to an increased volume of ZenConnects our client queue is full, therefore we will no longer be taking any new ZenConnects for the remainder of the day. We apologize for any inconvenience this will cause. Your patience is appreciated. ZenConnects will resume tomorrow morning (June 10th) at 7AM (EST).

IMPORTANT: NO3.1 Update will be “paused” for the weekend!

At Zengar®, our #1 focus is Client experience.

We’ve recently released a large update for NeurOptimal® (NO3.1). You have been eagerly installing it in masses and we thank you so much for your enthusiasm and excitement! In most cases the upgrade went off without a hitch, however some of you did require tech support. While our dedicated ZenConnect team is normally well equipped to service all our users, the number of people calling in at the same time has created unusually long waits for service.

So, in an effort to continue to be able to offer you the best service and due to this exceptionally high volume of ZenConnects, we will be “pausing” the NO3.1 update release as of 2pm EST today.

We will use this time to get through our queue. It is also very important to us that updates are processed during office hours, in case you end up needing some support. We will re-activate the update process on Monday morning, July 12 @ 7am EST.

We thank you for your patience and understanding as we remain hard at work to make this process as seamless as possible for all of us.

For those of you who have already updated– Enjoy your NO3.1 Sessions! For those who have not, we look forward to delivering it to you next week. 🙂

Community Support

Post or Search on the
Facebook NO3 PASS Support Group.

Visit the support group

Live Support

Free for PASS members

For Non-PASS members, the rate is $160/hour (USD) with a 20-minute minimum fee, billed to the minute thereafter.

PASS Members: Click Here
Non-PASS Members: Click Here

Want free unlimited ZenConnect Support?

Join PASS now!

Are you currently renting a system from a Trainer
and are looking for Technical Support?

Click Here

Book An Appointment

Don’t want to wait in the queue?
ZenConnect appointments are available:
Mon – Fri, 7am – 7pm
(North America EST, New York Time)

PASS Members Only


If you have a question please email: [email protected]

In order to better serve you, before logging on for a MouseCall, here is a list of frequently asked questions. Should you not see the question you are looking for, please feel free to contact us:

Technical Support / Mousecall
For PASS Members: Click Here
For Personal Assistant Members: Click Here
For Non-Members: Click Here
Email [email protected]

If you have a question concerning NO3 please email us at: [email protected].
To schedule an appointment with ZenConnect please email us at: [email protected].

If you have a question concerning NO2 please email us at: [email protected].
To schedule an appointment with ZenConnect for NO2 please email us at: [email protected].