Software Reports EFD File Is for a Different Dongle

The EFD file was created using a home use flash drive that was initialized for the wrong dongle number. This will require the home use flash drive to be reinitialized by the supervising clinician before a new EFD file is created.

Home-User Has EAs but Can’t Run a Session

Ensure that the home use flash drive and EEGer dongle are connected to the computer. Close and reopen the software and attempt to begin a live session. Ensure that the home use keyfile has not expired and note any error messages which are displayed on EEGer’s main screen. Verify that the home-user has a valid number of session permissions remaining and that the expiration date has not passed. If needed, create an update file for the home-user to install.

Home-User Does Not Have EAs

The supervising clinician should contact EEG Store to order additional EAs for their home-user. The home-user can not run live sessions on their system if they do not have EAs installed on their dongle, unless they are on a plan that does not require EAs.

Installing EKB File Did Not Add Any EAs

If no EAs were added, ensure that it has not been over 30 days since the file was created - EAs will not be useable if the keyfile is not used within 30 days. Close the software and verify that the file is for the same dongle number as the one being used on the home use system. The EKB file must be installed with the home use dongle connected to the computer. Attempt to reinstall the EKB file and take note of any error messages which appear - contact EEG Store if you are unable to resolve the issue.

EKB File Did Not Add Correct Number of EAs

Take note of the current EAs before installing any new keyfile. Verify that the keyfile was installed and check the paid invoice for confirmation of the number of EAs ordered. If you feel the number added to the system is incorrect, contact EEG Store by phone or email to schedule a troubleshooting appointment. 

EA Was Accidentally Used

Verify that the EA was in fact used by checking the number of Installed EAs reported on EEGer’s main screen. If an EA was used accidentally, contact EEG Store by phone or email and request a troubleshooting appointment. 

Email or File Sharing Service Flags Home Use Files as Malicious/Spam

Verify with the home-user that the files are not malicious and attempt to transfer or send the files through another method or service. Contact EEG Store if you are unsuccessful or to report any issues transferring home use files (they may impact other clinicians or home-users if unreported!).

Unable to Create Home Use Update Files or Access Home Use Features

Verify that the clinical dongle is connected to the computer and latest enabling keyfile from EEG Store is installed. Close and reopen the software upon confirming this and try again. Note any error messages which appear and use them to attempt initial troubleshooting. If you are on EEGer4 440j or a version of the software before this, you may consider upgrading to the latest version of the software, as it could correct the issues being experienced. If you are unable to resolve the issue, please contact EEG Store.

Can Not Click ‘Use Drive for Remote User Storage’ Button

Verify that home use flash drive was successfully initialized - if it is empty or has the wrong files on it, it can not be used and must first be initialized. Home use files must be installed through the EEGer software, not moved to the home use flash drive. This includes EKB, EKR, and EFD files.

Home-User Reporting Error Message Which Reads ‘SD: 27’ or Similar

The home-user may be using an old version of the software which is no longer supported. Please contact EEG Store to discuss upgrading the home-user’s software to the current branch of the software to correct this issue. This issue can be caused by a hash error present in older versions of the software (before 431g).

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