EEGer allows users to send information about their system directly to EEGer Support from within the software. This is incredibly useful for troubleshooting technical issues and is intended to help reduce support & follow-up times.

Some users, especially home-users, Find the experience of back-and-forth troubleshooting highly stressful. It can also take a lot of time if done by email, especially for users in different time zones than our support staff. The purpose of this tool is to help resolve technical issues more quickly by packaging all the common information support may need together into one place. This helps support staff resolve issues faster and saves the user from having to know what information is relevant to send and how to find it within the software.

How to Upload Technical Support Information

If needed, EEGer Support will request that a user to upload technical support information from within the software. To send technical support information, the following requirements must be met:

  1. The computer is connected to the internet.
  2. EEGer4 440w or later is installed on the computer (option not available in previous versions).

To begin the process of uploading technical support information, follow these steps:

  1. Open EEGer and navigate to Support>Upload Tech Support Information from the top toolbar of EEGer’s main screen.
  2. This will begin the upload process, which may take several seconds to complete.
  3. If the user does not have a dongle connected, they will also be prompted with a special code to provide support in order for their report to be identified. Otherwise, the dongle number connected to the system will be used.
  4. Once completed, the user will be returned to EEGer’s main screen, and all pop-up windows will close.
  5. Notify EEG Store that the upload is complete, providing the system’s dongle number or special code that was generated.

What Information is Uploaded?

No PHI data or keypress data is uploaded or transferred during this process, and the resulting export is fully encoded and password-protected. The resulting exports are only accessible by privileged staff of EEG Software & EEG Store, and regularly cleared once issues are resolved.

When a user uploads technical support information, the following system and software information is sent from the computer:

  • General Computer & Software Information: The currently installed EEGer version, Windows version, and information about the computer’s CPU & GPU
  • Ports & Devices: Connected devices such as EEG amplifiers, monitors, and the EEGer security dongle and their associated drivers.
  • Display Info: The number and resolution of displays that EEGer is able to see and use.
  • Dongle Info: Information about the currently connected dongle such as its expiration and latest update.
  • Errors: The text of any error or warning currently shown on EEGer’s main screen.
  • Keyfile Information: Information about the currently installed keyfile, as well as a log of previous keyfile installations.
  • EEGer Settings Information: Internal files listing how the options/settings are currently configured within the software.
  • Critical Error Log: The text of any critical error reported when EEGer crashes or closes unexpectedly.
  • Statistics: Internal data about number of sessions run, number of clients, and configured feedback modes.

How to Report a Technical Issue or Request Help from Support

While a user can upload technical support information at any time, it will not be reviewed by support staff until a relevant ticket for the matching dongle number is opened. If you are experiencing an issue with the software, see this page for information on how to contact support. If you have uploaded technical support information, be sure to include your dongle number or the special code that was generated by EEGer when the upload was made.

Knowledge Base Article Tags: