If you are unable to locate a solution within our knowledge base, we encourage you to reach out to your local distributor or submit a support ticket for further assistance.
To ensure a swift and effective troubleshooting process, kindly provide the following essential details in your request:
- The product's serial number, which is a 10-digit number located on the product label.
- The specific version of BioTrace+ you are using, such as BioTrace+ for NeXus-10 V2017A EN.
- Your operating system's version and edition, for example, Windows 7/8/8.1/10, along with whether it's Home, Professional, Enterprise, etc.
- Details on how the NeXus device is connected to your computer, whether through Bluetooth (internal or dongle), USB, or USB/Fiber optic.
For troubleshooting:
- Please mention if the equipment functioned properly before. If it did, specify any changes made to your computer system such as Windows updates, driver updates, or hardware changes that might have led to the current issue.
- Detail the steps to replicate the issue.
- Include all relevant information about the problem, including any error messages received, and the steps you have taken to resolve the issue.
Regarding signals:
For queries about recorded signals or sessions, please include one or more recorded sessions with your request. Follow the instructions in our guide on how to export a recorded session for detailed steps.