Opened 6 years ago
Closed 6 years ago
#22 closed defect (fixed)
Failure to connect EEG Headset in Orbit iOS App
Reported by: | ak | Owned by: | |
---|---|---|---|
Priority: | critical | Milestone: | |
Component: | iOS | Version: | 1.2.2 |
Keywords: | Cc: |
Description
We received the following support request from a customer:
Hi, i did receive the package today, but it seems like the headset is DOA, i can't get a signal no matter what. Try everything in the FAQ and have tried to connect with both a ipad and a computer.
Please advise
Regards E
Change History (4)
comment:1 Changed 6 years ago by ak
comment:2 Changed 6 years ago by ak
The customer responded with the following:
Hello again.
First thank for your fast reply.
We can rule out the bluetooth to pc/ipad since the pairing is working correctly.
We did try to use some alcohol to clean the forehead and the earlobe connector but it can still not find any brain ;)
Battery was changed - still no luck
You can of course use our communication on the support forum.
Regards
E
This resembles another support request from Customer L -
"My headset it paired on the iPad settings but it will not "connect" in the app setting. It asks me to pair it but it is?? What do I do?"
comment:3 Changed 6 years ago by sc
Would anyone with this problem mind please testing their NeuroSky MindWave Mobile with "Brainwave Visualizer" by "NeuroSky, Inc." in the Apple App Store? The app is free and should help to prove if there is a problem with our software or if there is a problem with the headset hardware.
We didn't hear of this issue before our latest update and have had a couple reports recently so we'd like to isolate the problem as much as possible.
Cheers
comment:4 Changed 6 years ago by sc
- Resolution set to fixed
- Status changed from new to closed
The correct solution as reported back by the user was to tell iOS to "forget" the MindWave? Mobile device and to repair Bluetooth.
Responded to customer with the following troubleshooting checklist:
Hello E,
Thank you for your note, glad to hear the Orbit arrived, and sorry to hear that the headset is not working.
I have a couple of troubleshooting questions, and if we are not able to resolve the issue, we have an RMA form for returns and will replace the defective headset immediately. This is only the second report we have had of an issue with the headset and I am hopeful that we can resolve your issue. Some of these questions will sound obvious, and I appreciate your support as we work to resolve this concern.
If you don't mind - I would like to post this exchange on our support forum to help other customers who may experience the same issue.
At this stage your mobile device bluetooth should read that it has "paired" with the MindWave? Mobile, but it will not be connected.
Thank you for your help in identifying the source of the problem with your headset, as I said above, should we determine there is a manufacturers defect, we will send you our RMA form and issue a new headset immediately and will require you to return the defective headset so that we can send it back to the manufacturer.
Warmest regards,
Avary Kent
The team at Puzzlebox