Troubleshooting Guide

Troubleshooting Guide

Welcome to the Neurosonic troubleshooting guide! The purpose of this guide is to assist you in resolving common issues related to the use of Neurosonic products. Please carefully follow the instructions below before contacting our customer service.

If you do not find the answer to your question here, you can contact us.

System Installation Checks 

  1. Ensure that all power cords are properly connected according to the device installation guide. 
  2. Check that the signal cable is connected to the main unit, and all connector pins are intact. 
  3. Verify that the green/blue light is illuminated on the power supply. 
  4. Ensure that your controller device (tablet or phone) has a functioning internet connection. 

a.) For Android devices, enabling the music license requires your controller device to be connected to a Wi-Fi network. 

5. Make sure that your controller device's software is up to date. 

6. Ensure that you have the latest version of the Neurosonic application (App Store / Play Store). Note: This does not apply to Neurosonic products purchased before 2016. The control application for such devices should not be updated. 

7. Restart your controller device after updates, if necessary. 

Neurosonic Application Settings and Usage 

8. Confirm that Bluetooth connectivity is enabled on your controller device. 

9. Check that the Neurosonic application has permission to use location data (for Android operating system). This permission may be lost if there is an extended break in app usage. You can check and grant the necessary location permission using the following two paths: 

a.) Settings -> Apps -> Permissions -> Permissions -> Permission Manager -> Neurosonic from the list 

b.) Manage apps -> App permissions -> BT and location 

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

11. If the previous check doesn't help, try controlling it with another phone/tablet. 

12. If an error message appears during use stating, "Connection lost! Unfortunately, the Bluetooth connection with the device has been interrupted. Please restart the program," please follow the application's instructions to restart the program. 

Note: Pairing the device with Bluetooth is always done through the Neurosonic application settings (the gear icon in the top right corner of the application) -> search and connect. Pairing is never done through the phone/tablet's own Bluetooth functionality. 

If the issue persists after these steps, go to the Settings menu in the Neurosonic application and select the "Report a Problem" option. Write a detailed description of the issue and include any relevant screenshots, then choose the "Send Report" option. The information about the problem will be forwarded to our application development team, who will be able to investigate the issue more thoroughly and provide a solution. Please include your email address in the report. 

Issues Related to the Main Unit 

  1. First, disconnect the device from the Neurosonic application via Bluetooth. Then, disconnect the power to the Neurosonic device from the main unit by unplugging the power cord from the wall until the indicator light (blue/green) turns off (approximately 1-2 minutes). Reconnect the power and establish a Bluetooth connection again through the Neurosonic application. 
  2. If the main unit has been damaged or produces unusual sounds, it may require service. Also, check if the fan in the main unit starts running when the program starts. For such technical issues, please contact us via email at


We hope these instructions help you resolve any issues with your Neurosonic product. If you still need further assistance, please do not hesitate to contact our customer service.