Internal-use reference for active NeuroField customers. This document covers shipping, returns and RMAs, warranty, software installation, hardware setup, updates, common troubleshooting, and how to reach technical support. For general product and sales questions, see the public FAQ on neurofield.com.
Allow 3–5 business days for delivery unless otherwise specified by a NeuroField representative. Items requiring calibration or custom configuration may take longer; you will receive a confirmation email with an estimated ship date when your order is processed.
All goods are delivered via FedEx 3-Day Air unless otherwise specified. All shipments are securely packaged to minimize the risk of damage in transit. Tracking numbers are emailed automatically when your order leaves our facility.
All sales must be made within the United States of America. International availability and freight forwarding arrangements are evaluated case-by-case and require direct coordination with the NeuroField team.
Notify NeuroField immediately. Failure to report damage or missing components on arrival will result in the customer being responsible for parts, repairs, or damages. Any damage that occurs during transit is the responsibility of FedEx; NeuroField will help coordinate.
All sales are final. NeuroField does not offer review periods, trial periods, or refunds — regardless of the reason for the request. NeuroField does, however, offer replacement coverage for items damaged in transit or with confirmed factory defects, within specific windows, per the policy below.
NeuroField offers replacement on damaged or non-functional items within thirty (30) days of purchase, provided the damage was caused by freight transport or a factory defect. After 30 days, a service or repair charge applies to items returned for service.
No. NeuroField cannot accept returns on consumable products, electrodes, or cables under any circumstance.
Warranties vary by component. All NeuroField warranties cover factory defects only — they do not cover damage caused by the customer. All warranties are non-transferable.
| Item | Warranty term | Coverage |
|---|---|---|
| Q21 EEG Amplifier | 1 year from date of purchase | Factory defects only; non-transferable |
| Q-Check Impedance Meter | 1 year from date of purchase | Factory defects only; non-transferable |
| Genesis | 1 year from date of purchase | Factory defects only; non-transferable |
| Smart Battery (RRC2040) | 3 months from date of purchase | Factory defects only; non-transferable |
| Smart Battery Charger (RRC-SMB-MBC) | 3 months from date of purchase | Factory defects only; non-transferable |
No. Customer-caused damage is not covered under any warranty term. NeuroField can attempt to repair the damage on a paid-service basis; the repair estimate depends on inspection of the returned hardware.
No. All NeuroField warranties are non-transferable and are tied to the original purchaser.
For running only NeuroField64, it can run on any modern 64-bit PC with at least 8GB RAM; an Intel processor is recommended.
For optimal performance with the full NeuroField Analysis Suite (EEG and ERP modules) and the RUO research add-ons:
Native macOS is not supported. Mac users can run NF64, NeuroField Analysis, and NeuroField ERP through Boot Camp or a Windows emulator. For clinical acquisition, NeuroField recommends a dedicated Windows machine to avoid USB and timing issues that can occur in virtualized environments.
Prepare the computer that will run NeuroField products by fully updating Microsoft Windows — this is especially important on a new computer. Then download and install the NeuroField software from neurofield.com before the hardware arrives, so installation is complete by the time you connect the devices.
Current installers are linked from the Support area of neurofield.com and from the welcome email sent to active customers. The packages are: the Full NeuroField Analysis Suite for consumers and practitioners, the Full NeuroField Analysis Suite for researchers, NeuroField64 (research only), and the Genesis Custom App. Always download from official NeuroField links.
Work through these in order — they cover the most common install issues:
Right-click the downloaded .zip file and choose Extract or Extract Here, depending on your tooling.
Each Suite module (EEG, ERP) is licensed per workstation. The Impedance Meter Software and the Report Writer are included free with the Suite download. RUO add-ons — NF64, the Neurofeedback module, the AI Profiler and Protocol Generator, the Stimulation Targeting Tool, and the Statistical Comparison Tool — are licensed separately. NF64 itself is included free with the purchase of compatible hardware, and NF64 updates remain free of charge.
Choose a location that provides stability and easy access to each component. Plan the table or cart layout around power sources for the computer, charger, and battery chargers, and organize cables so they are routed cleanly and out of the way.
Plug the USB CANBus adapter into a USB port on your computer, then connect each NeuroField device into the CANBus daisy chain using the supplied ethernet (CAT-5/6) cables. If your computer does not have a USB-A port, use a USB-C to USB-A adapter or a dongle/hub with a USB-A port.
One CANBus adapter supports up to 8 devices.
NeuroField will recognize up to two CANBus adapters, but only one can be in active use by the system at any time. Keep it simple — operate with a single adapter.
The Q21 kit ships with the Q21 EEG amplifier, one RRC2040 rechargeable battery pack, one battery charger (100–240 VAC), and the USB CANBus adapter and necessary cables (CAT5e cables). The Q21 kit does not include the electrode cap (E1-LEX), ear-drop electrodes (E5-9S), or the Suite EEG module — these are required for acquisition and are sold separately.
The Genesis kit includes the Genesis unit, one RRC2040 battery pack, one battery charger, the USB CANBus adapter, snap-lead cables, and self-adhesive electrodes. The clinical and personal-use kit also includes access to the Genesis Custom App. The research kit paired with NF64 includes the same hardware plus access to the NF64 software.
The NeuroField Analysis Suite can be installed on two computers per one license. NeuroField64 can be installed on as many computers as needed.
Copying a NeuroField shortcut from one computer to another will not install the software — it must be properly installed on each machine.
Yes, this is possible for both NF64 and EEG.
NF64: Copy your custom protocol tables from the C:\NeuroField64 folder on the original computer to the same location on the new computer. To transfer the patient database, locate the Patients.acc file at C:\NeuroField64\NeuroFieldData\PatientData and move it to the equivalent path on the new machine. You can also store it in a shared location and point NeuroField to it from there.
EEG: The patient database file is NeurofieldEEG.db, located at C:\NeurofieldEEG\NeuroFieldData\PatientData. Move it to the same path on the new computer.
Yes. Multiple computers can be networked to share a single central patient database. Once the shared location is configured, NeuroField software on each machine can be adjusted to read from the newly shared database.
Each software update overwrites the Provider database (Provider.accdb) with a fresh, blank copy. To preserve your custom protocols, rename the existing Provider.accdb file before you update. The renamed file can remain in C:\NeuroField64.
Software is self-updating. It will alert you on launch if a new update is required. Users must have a valid and active subscription to receive updates and new features.
NeuroField ERP is self-updating. It will alert you on launch if a new update is required.
Check neurofield.com monthly for software updates. Major-version transitions will also be communicated by email to active customers. Users must have a valid and active subscription to receive updates and new features.
Back up your patient database from within the software before every update. NeuroField64 and NeuroField Analysis users should perform this backup as a routine part of every update cycle.
In NeuroField64, open the Select User Database dropdown and choose User Selected. The C:\NeuroField64 folder will open, where you can select your renamed database file.
First confirm that the USB CANBus adapter is plugged into a USB port on the computer. If it is plugged in and the USB#1 button still does not appear, verify that no other instance of NeuroField or NeuroGuide is running — each instance requires the CANBus driver, and only one can hold it at a time. Close any other instances and relaunch.
Replace the battery in the Q-Check unit and restart the application. Additionally, make sure the Q-Check is plugged into the Q20/Q21 via CAT5 cable.
Verify the CANBus is connected to the Q21 with an ethernet (CAT-5/6) cable, and confirm the device’s battery has a charge. Battery charge is verified by pressing the indicator button on the battery pack and observing the LED indicator lights.
Verify the CANBus is connected to Genesis with an ethernet (CAT-5/6) cable, confirm the device is powered on, and confirm the front LEDs are illuminated. Confirm the battery is charged; if it is plugged into a power source, confirm the source is live and the power switch is in the on position.
Add exceptions for each of your NeuroField applications in Windows Firewall, Windows Defender, and any third-party antivirus you are running. Antivirus interference is the most common cause of critical-error crashes on launch.
This is a high-DPI scaling mismatch with your video driver. To resolve:
The AI Profiler and Protocol Generator is a research-use-only, cloud-based tool. EEG data uploads from the Suite, is analyzed against NeuroField classifiers, and returns a structured Microsoft Word report indicating positive matches and recommended NeuroField research protocols. Reports are RUO and are not intended to diagnose or treat any disease.
Credits are sold in tiered packs: $19.99 each (1 pack), $16 each (50 pack), $14 each (100 pack), and $12 each (1,000 pack). Credits do not expire and can be used across any patient or research subject in your account.
Uploads are processed in NeuroField’s cloud environment. For HIPAA-covered workflows, ensure data is de-identified before upload unless your organization has executed an appropriate Business Associate Agreement with NeuroField. Contact NeuroField directly for current data-handling documentation.
Technical support is available to all NeuroField users experiencing software or hardware issues that prevent the system from running correctly — software that will not start, errors that stop the software from working, or hardware that is not working or is throwing errors in the software. Tech support is free of charge.
Technical Support is available Monday–Friday, 8 a.m.–5 p.m. Pacific Time. Inquiries received after business hours are answered the next business day.
| Channel | Contact | Best for |
|---|---|---|
| contact@neurofield.com | Most issues; works well with attached logs/screenshots | |
| Phone / text (support) | 760-920-4792 | Time-sensitive issues during clinic hours |
| Phone (sales / general) | 760-872-4200 | Orders, licensing, training inquiries |
| Client Portal | Provided on purchase | Forum-based, community-contributed support |
All NeuroField customers receive access to the Client Portal upon purchase. For practitioners, clinicians, and researchers, there are added features. In addition to documentation and training resources, the portal includes a forum-based, community-contributed support area where customers can exchange tips, troubleshooting steps, and protocol notes.
Yes. With your permission, the NeuroField team can run a remote session to inspect logs, verify settings, and confirm hardware behavior. Remote sessions are scheduled by appointment using a secure session link sent from contact@neurofield.com.
Internal-use reference for active NeuroField customers. For general product and sales questions, see the public FAQ on neurofield.com.
Internal-use reference for active NeuroField customers. For general product and sales questions, see the public FAQ on neurofield.com.
