This guide will help you troubleshoot possible technical issues experienced with the Myndlift system with your clients.
To help your clients get accustomed to placing the Muse headset, you can send them this one-minute video:
All support issues should be submitted using the green button at the bottom right of the dashboard, or via email to support@myndlift.com.
For all issues, when reporting a problem, please send us the following:
Username (email) of the user experiencing the problem
Date and time when the problem occurred
If you completed the troubleshooting steps, please tell us what the outcome was
If the user saw an error message, please tell us which one (you can also send a picture or screenshot if you have one)
List of Troubleshooting Steps:
Problems Passing the Signal Quality Check:
Send your clients this short video to help them properly place their headset.
Try connecting the elastic tightener to the headset for improved signal quality. Check out this short article for more details.
Make sure the tablet is not plugged into the charger during sessions and that your clients are not sitting close to or touching any source of electricity (i.e., other mobile devices being charged).
If your client is still unable to pass the signal quality check, run a demo session and observe the signal. The headset should be adjusted so that all sensors turn green.
Remember: the key to passing the signal quality check is to tighten the headset and then remain as still as possible for the next 60 seconds. Repeat these steps after every headset adjustment.
Headset Not Connecting to the Tablet:
Exit the Myndlift app.
Turn the headset off and on again.
In the Android device settings, turn Bluetooth off and on again.
Open the Myndlift app and try again.
If you are still unable to connect, try the following steps:
Force quit the Myndlift app.On your Android device, go to Settings > Apps > Myndlift > Force Stop
Clear Cache of the Myndlift app.On your Android device, go to Settings > Apps > Myndlift > Storage > Force Stop
If you are still unable to connect, check if it is a hardware issue with the following steps:
Connect your Muse to another app (such as the Muse app).
If possible, connect your Muse to Myndlift using another Android device.
Connect your Android device via Bluetooth to other devices, such as earphones or speakers.
Internet Connectivity Issues:
Try to run a session using a different internet connection/mobile hotspot.
Try to open the browser and to play videos using the YouTube app on your Android device.
Try to run a session using only games and not videos or audios.
YouTube Training Issues:
Make sure you are connected to a strong and stable internet connection and that you have the most updated version of the Myndlift app and YouTube (this can be done be done through the Google Play store on your Android device).
Try to run a session using a different internet connection/mobile hotspot.
Try to run a session using different YouTube videos/audio videos.
Try to run a session using only games.
Try to watch a video using the regular YouTube app on your Android device to rule out any hardware issues with the device.
App Crashes:
Make sure to update the app to the latest version (this can be done through the Google Play store on your Android device).
Exit the app and try logging in again.
Uninstall and reinstall the app.
Try logging in again after a few minutes.
Connectivity Issues:
If you are experiencing an issue with the headset connecting, please see the section on “Headset not connecting”, above.
If you are experiencing an issue with internet connectivity, please see the section on “Internet issues”, above.
If you are experiencing issues with passing the signal quality check, please see the section above on “passing signal quality check” or view this short video for more information.
Client Forgot Their Password:
You can reset your client's password in two ways:
The client can click on “forgot my password” on the login page of the app and an email will be sent directly to the main clinical account email address (used to login to the dashboard), with a new temporary password.
From the client’s page of the dashboard, you can click “Generate a new temporary password”, which will then appear on the screen.
In both cases, after the temporary password is generated, the client will be prompted to choose a new permanent password.
Problems Logging into the App:
If you are unable to log in to the app at a specific time, try exiting the app and logging in again a couple of minutes later.
If you have forgotten your password, please refer to the “Forgot password” section above.
Try connecting to a different internet connection/mobile hotspot.
Try logging in to the app by retyping your full username and password (and not using the auto-login function).
Frequent Interruptions in Games/Videos:
Make sure to train using a strong and stable internet connection, and that you have the most updated version of the Myndlift app (this can be done through the Google Play store on your Android device).
Try connecting to a different internet connection/mobile hotspot if you are experiencing internet issues.
If the game is paused due to too much noise, make sure that you have connected the headset correctly (please refer to this video for more information), and try to sit still throughout the session, with as little movement as possible. While in the signal quality check screen, after every headset adjustment, make sure to sit still for 60 seconds without touching the headset in order to pass the check.
Session Not Starting:
A client may report this problem for one of the following two reasons:
You haven't set up a session for them using the dashboard.