Introduction
If you're unable to find answers in our knowledge base, reaching out for more assistance is easy. You can contact your local distributor or Mind Media support here on the chat button for contact with a human or leave an email for further guidance.
What to Include in Your Support Request
Providing certain key details upfront can expedite the support process. Ensure to include:
- Product's Serial Number: Find this 10-digit number on the product label.
- BioTrace+ Version: Specify your software version, for instance, 'BioTrace+ for NeXus-10 V2018A EN'.
- Windows Version and Edition: Mention specifics like ‘Windows 10 Professional’.
- Connection Method: Detail how the NeXus connects to your computer, whether through Bluetooth (internal or via dongle), USB, or USB/Fiber optic.
Troubleshooting Details
Answer the following to help us better understand the issue:
- Has the device worked without issues previously?
- Were there any changes to your computer setup prior to the issue, such as updates or hardware modifications?
- Detail the steps to replicate the problem and any error messages received or troubleshooting steps already attempted.
Regarding Signals
For inquiries about recorded signals or sessions, including one or more exported sessions can be very helpful. Follow our guide on exporting sessions for instructions.