• Make sure that all power cables are connected according to the device installation instructions.
  If necessary, you can find illustrated instructions for each device on our page: User manuals

• Check that the signal cable is properly connected to the central unit and that all pins of the connector are
  are intact.

• Check that the green/blue light on the power supply is on.

• Check that your controller device (tablet or phone) has a working network connection.

• Make sure your controller's software updates are up to date.

• Make sure you have the latest Neurosonic app version (App Store / Play Store). Note: Does not apply to Neurosonic products purchased before 2016. The control app for such devices should not be updated.

• If necessary, restart the controller after the updates.

• Make sure that all power cables are connected according to the device installation instructions.
  If necessary, you can find illustrated instructions for each device on our website:
  User manuals

• Check that the green/blue light on the power supply is on.

• Check that your controller device (tablet or phone) has a working network connection.

• Check that the signal cable is properly connected to the central unit and that all pins of the connector are intact.

• Make sure your controller's software updates are up to date.

• Make sure you have the latest version of the Neurosonic app. Update the app
  if necessary via the App Store / Play Store, depending on your controller model. Note!
  Does not apply to Neurosonic products purchased before 2016. Such
  The device control application should not be updated.

• If necessary, restart the controller after the updates.

• If the above steps do not resolve the issue, first disconnect the Bluetooth connection to the device from the Neurosonic app. Then, turn off the Neurosonic device main unit by unplugging the power cord from the wall until the power supply indicator light (blue/green) turns off (approximately 1-2 minutes). Then turn the power back on and re-pair the devices via the Neurosonic app.

• If the problem has not been resolved, examine the central unit more closely. Does the fan on the side of the unit spin when the program is running? Or is there an unusual noise coming from the unit (if it is a mobile mattress or Harmonia central unit, you can also gently shake the unit and listen to see if it makes a rattling sound? If you notice problems with the technology, the device may require service. In that case, please contact us via the form below.

• Check that the Neurosonic app has permission to use location data (on Android). This permission may be lost if the app is not used for a long time. The following two paths will allow you to check and allow the necessary access to location data:

1. Settings -> Applications -> Permissions -> Permissions -> Permission Management -> from the list Neurosonic
2. Manage Apps -> App Permissions -> BT and Location

• If the Neurosonic device is not found in the Bluetooth search, make sure that the program is not active on another controller.

• If the previous verification does not help, try controlling with another phone/tablet.

• If an error message appears during use: “Connection lost! Unfortunately, the Bluetooth connection with the device has been lost. Please restart the program.” Follow the application instructions to restart the program.

• If these do not resolve the issue, completely remove the app and its data from your controller and re-download the app from either the app store or the play store, depending on your controller model. Remember to allow all permission requests during the app installation!

• Note! Pairing devices via Bluetooth is always done from the Neurosonic app settings (the gear in the top right corner of the Neurosonic app) -> search and connect. Pairing devices is never done via the phone/tablet's own Bluetooth functionality.

• If these steps do not resolve the issue, go to the Settings menu in the Neurosonic app and select "report a problem" . Write a more detailed description of the issue, including a screenshot if possible, and include your email address, then select "send report". The information about the issue will be sent to our app development team, who will be able to further investigate the cause of the issue and resolve it.

• Check the music license installation instructions sent to your email to make sure you have completed all the steps correctly.

• If you have lost your instructions, please contact info@neurosonic.fi . Please include your order number/subscriber name in the email so that we can check the validity of your license.

• Enabling a music license on an Android device requires that your controller is connected to a WiFi network.

• If necessary, please contact us using the complaint form , which already requires the device's MAC code, and we will check the license activity in our service.

Fill out the complaint form.

Select what the problem is about. Tell me more about the problem. Attach a picture if necessary and the date of purchase of the device (warranty 2 years). Depending on the situation, we will send you a spare part or instructions for servicing the device for shipment.