• Make sure that all power cords are attached according to the device's installation instructions. If necessary, you can find pictorial instructions for each device on our page: User guides
  

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

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

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

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

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

• If necessary, restart the controller after the updates.

• Make sure that all power cords are attached according to the device's installation instructions.
  If necessary, you can find pictorial instructions for each device on our page:
  User manuals

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

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

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

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

• Make sure you have the latest Neurosonic app version. Update the app
  if necessary through the App Store / Play Store, depending on the model of your controller. 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 measures do not solve the problem, first disconnect the Bluetooth connection to the device from the Neurosonic application. After that, turn off the power from the central unit of the Neurosonic device by unplugging the power cord from the wall until the indicator light (blue/green) of the power source goes out (about 1-2 min). Then turn the power back on and re-establish the Bluetooth connection of the device pairs through the Neurosonic app.

• If the problem has not been solved, examine the central unit in more detail. Does the fan on the side of the unit spin when the program is running? Or does the unit make an unusual sound (if it's 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 maintenance. In that case, contact us via the form below.

• Make sure the Bluetooth connection is enabled on your controller.

• Check that the Neurosonic app has permission to use location data (on Android ). This permission may be lost if there is a longer break in the use of the application. The following two routes lead to the possibility to check and allow the necessary right to location data:

1. Settings -> Applications -> Permissions -> Permissions -> Permission maintenance -> Neurosonic from the list
2. Manage apps -> App permissions -> BT and location

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

• If the previous verification doesn't 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's instructions when restarting the program.

• If these do not solve the problem, delete the application and its data from your controller device completely and download the application again, depending on the model of your controller device, from either the app store or the play store. Remember to allow all permission requests made by the application during the installation of the application!

• Note! Connecting device pairs via Bluetooth is always done from the settings of the Neurosonic application (the gear in the upper right corner of the Neurosonic application) -> search and connect. Connecting device pairs is never done via the phone/tablet's own Bluetooth functionality.

• If the problem is not fixed with these measures, go to the Settings menu of the Neurosonic application and select the "report a problem" option . Write a more detailed description of the problem and include a possible screenshot, and add your email address, then select the "send report" option. Information about the problem goes to our application development team, who are able to further investigate the cause of the problem and solve it.

• Go back and check the music license installation instructions in your email that you have done all the steps correctly.

• If your instructions have been lost, contact info@neurosonic.fi . Tell us your order number / subscriber's name in the email so that we can check the validity of your license.

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

• If necessary, contact us with the complaint form , which already requires the mac code of the device, and we will check the activity of the license with 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.