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This error message can indicate an issue with the series of actions being taken, which may be out of order. If this error message occurs, contact EEG Store for troubleshooting assistance.
This can occur when attempting to reuse an initialized file, or when moving a home use dongle to a new computer. It may be necessary to contact EEG Store for troubleshooting assistance when this error message is received. Usually, a new keyfile for the home use license will be required.
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.
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 unsuccessful or to report any issues transferring home use files (they may impact other clinicians or home-users if unreported!).
Verify that the clinical dongle is connected to the computer and the 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 on EEGer4 440j or a version of the software before this, consider upgrading to the latest version of the software, as it could correct the issues being experienced. If unable to resolve the issue, please contact EEG Store.
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.
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).
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.
Please note that EAs are not required for all licenses. Licenses on a subscription plan do not require EEGer Authorizations.
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.
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.
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.
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.