Home Use Options Grayed Out / Can Not Access Home Use Features

This can occur if the Clinical dongle is not connected to the computer, or if the latest keyfile is not installed.

  1. Close the software and ensure the Clinical dongle is connected. Reopen the software and observe if the Home Use options are accessible.
  2. Install the latest keyfile for the Clinical dongle then observe if the Home Use options are accessible.

Home Use Client Files Flagged as Malicious/Spam

EEGer uses special file formats to store its data that some email clients and browsers are not familiar with. These programs may mark the EEGer files as malicious or unsafe. These files are safe, and are intended to only be opened by EEGer.

When prompted with this warning, there may be an option to ‘keep anyway’ or ‘trust’ the source. This will allow the files to be successfully downloaded onto the computer for installation.

If unable to download the files, try another method of sending the file such as a different email client or web browser. If problems persist, please contact EEG Store to report the issue and receive assistance.

No REMLock Found When Installing EKC File

This can occur most often when moving to a new computer or accidentally installing a Home Use file more than once. It may be necessary to contact EEG Store for troubleshooting assistance when this error is received. See this article for more information.

Unable to Access Home Use Cloud

In some instances, EEGer will report that the Home Use Cloud is not accessible. It may report issues with the firewall, or produce an error message. If this occurs, important EEGer files may have been blocked during the installation process, or otherwise failed to install. Attempt to reinstall EEGer onto the computer over the existing files. If files are missing, this will recreate them while preserving the existing data and files on the computer.

If issues persist after reinstalling EEGer, contact EEG Store for assistance.

Error 143 When Installing EKR File

This error will occur if the EKR file is made for a different Client ID than the one selected on the Home Use system. This could happen for a few reasons:

  1. The wrong Client ID was selected when installing the EKR file. Repeat the installation process and take note to select the correct Client ID from the list of clients.
  2. The EKR file may have been made for the wrong Client ID - this can happen if the dongle numbers get confused and an update file is sent to the wrong Home Use system by mistake. In these instances, the EKR file should be recreated.
  3. The supervising clinician may have two similar Client IDs on the clinical system, and the wrong one was selected to create the EKR file. The Client ID must match the one installed on the Home Use system exactly.
  4. The EKR file was made for the wrong protocol class, such as being made EXP instead of SMR. Recreating the EKR file with the correct protocol class will resolve the issue.

Clinician Login Password Isn’t Working

The Clinician Login Password is case-sensitive, and can only be set from the Clinical EEGer system. It is not possible for a home-user to accidentally change this password. If using multiple passwords for different Home Use systems, ensure the correct password for this system is being entered.

If unable to access Clinical Override, create a new EKR file for the Home Use system. This EKR file can include adjustments to the Session Plan if needed, but importantly can be used to set a new password for the Clinical Override.

Unable to Open Home Use File By Double-Clicking

While EEGer keyfiles can be opened and installed by double-clicking, Home Use files cannot be installed by double-clicking. Home Use files must be installed from within EEGer.

If a Home Use file is double-clicked or opened outside of EEGer, a popup will appear reporting that no program was found for the file type selected, or Windows may prompt the user to choose a program to open the file with. Dismiss this popup and follow these instructions to install the file from within EEGer.

Home Use Error 22

This error message can occur when installing certain home use files, such as an EKR file, or when attempting to run a session. It may appear within the software as one of the following messages:

Failed Opening EXPIRY

No EXPIRY Found

Result was :Failed update on RUPDATE.SMR: reason 22

This error indicates that the EXPIRY file for the selected Client ID does not exist. When a home use client is installed onto a system, one of the files created is called EXPIRY. The EXPIRY file tells EEGer what to do when this client is selected - if it is missing or damaged, EEGer will not know how to proceed when the client is selected. There are a few reasons this error can happen:

Client Not Initialized

If a supervising clinician sends an EKR file before sending an EKC file, this error can appear. What EEGer is telling the user is 'I tried installing this update file, but I didn't find a matching home use client to update'.

The solution is typically to create an EKC file instead of an EKR file.

Manually Editing/Deleting the Client

Attempts to manually edit or delete the Client ID’s folder or contents can produce this error. If the EXPIRY file becomes damaged or deleted, creating a new EKC file should resolve the issue by remaking the deleted or damaged file.

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