ZenConnect Technical Support

We thank you for your patience and understanding and look forward to helping you with your NeurOptimal® system.

PLEASE NOTE: Zengar will be closed for the holidays Dec 22 – Jan 3rd. Our Holiday Technical Support hours will be Dec 27th and 28th, 9am to 5pm EST for emergencies only. We will not be taking any maintenance calls. Thank you.

Regular ZenConnect hours are Monday-Friday, 7am-7pm US Eastern time.

If you are a PASS or Personal Assistant member, please login here and then go to the ZenConnect section.
If you are not a member, you can request ZenConnect support for US$120/hr.

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Please select the version that you would like support for:

******* IMPORTANT PLEASE READ! *******

With the release of NeurOptimal® v3 we are experiencing a very high volume of technical support MouseCall requests. We are working to respond as quickly as possible however there may be some delay. If you are waiting in queue for an extended period of time, please consider reconnecting at another time.

We thank you for your patience and understanding and look forward to helping you with your NeurOptimal® system.

The MouseCall entry page does not work with Internet Explorer, please use Microsoft Edge which is the default browser in Windows 10. If you have not yet upgraded to Windows 10 or your system is not compatible with Windows 10, please install Firefox from http://www.firefox.com we also strongly recommend upgrading to Windows 10 at this point. If your system does not support Windows 10, you should consider replacing your computer with a new one from Zengar. System upgrades (computer replacements) can be found in our online store here: https://neuroptimal.com/product-category/replacement-parts/.
Please email [email protected] to further discuss system replacements.
As the default setting on all NeurOptimal® systems, your system should remain in Tablet mode at all times. It is not required to switch to PC mode for MouseCalls.

IMPORTANT MOUSECALL REQUIREMENTS: Please have your laptop connected to electrical power as well as a high-speed internet connection (5Mbps+) prior to connecting with a MouseCall.
Your zAmp should also be connected to the computer.
Please  schedule sufficient time for your MouseCall. Regular maintenance of systems that connect every 1-3 months should take about 10-20 minutes. If you have not connected for a maintenance MouseCall in over 3 months, your MouseCall will take longer. Installing a large update or upgrade could take over an hour. The time it takes to diagnose and resolve specific issues however, will vary.
If you are waiting in line for a MouseCall for longer than 15 minutes, we recommend that you close the connection and try again a little later, at  your convenience.

Please Note: The deadline to have your order shipped before we close for the holidays is Friday December 14th at midnight. Zengar will be closed for the holidays December 22 - January 3rd. Emergency ZenConnects will be available 9am-5pm EST, December 27 & 28. Shipping will resume on January 3rd. Thank you and Happy Holidays!