Help Topics

Getting Started

Getting Started

  • anaglyph
  • installation
  • Training distance
  • screen resolution
Account Management

Account Management

  • Export Data
  • License transfer
  • License Upgrade
Billing

Billing

  • Renew subscription
  • Cancelsubscription
Troubleshooting

Troubleshooting

  • White Screen
  • Greyed Out Buttons
  • Performance
Knowledge Base

Knowledge Base

  • Neurotracker
  • 3D
  • Age requirement
  • Account sharing
Contact Us
What are the hardware requirements needed to use Neurotracker?
Please refer to this document for a full overview of the hardware requirements and specifications needed to run NeuroTracker: Hardware Requirements doc.
What is the standard screen resolution for desktop or 3D TVs?
To do a NeuroTracker session on a 3D TV, ideally you want the resolution set to 1920 x 1080. To change the settings in NeuroTracker when you're using a 3D TV:
  • Click on operator -> advanced functions -> screen resolution -> Neurotracker
  • Set the screen resolution to 1920 x 1080.
If you plan on using your laptop, the higher the screen resolution, the better! For example, if your laptop can go up to 4K then you can do NeuroTracker on your laptop in 4K.

To change the display settings on your windows laptop or computer:
  • Go into display settings
  • Change the scale and layout to 100% and the resolution to 1920 x 1080 and make sure that the display settings match the settings in the NeuroTracker settings.
Where can I buy the hardware needed to run NeuroTracker?
How can I use NeuroTracker in anaglyph mode?
To use NeuroTracker in anaglyph mode follow the steps below:

Operator > Advanced functions > Stereo settings, and Click on ON ANAGLYPH
I haven't received my installation link
Once the payment has been processed a NeuroTracker download link should be to sent to the purchasers email account from [email protected]

If your payment has been processed and you haven't received the download link check your spam or junk mail before reaching out to [email protected].
How do I setup NeuroTracker with my 3D TV?
For help with setting up your 3D TV, please see the picture below:
How to Setup 3D TV
How do I setup NeuroTracker with my 3D Projector?
For help with setting up your 3D Projector, please see the picture below:
How to Setup 3D TV
How do I setup NeuroTracker with my Head Mounted Display (HMD?)
For help with setting up your head mounted display, please see the picture below:
How to Setup HMD
How far away should clients sit from the television?
When setting up a NeuroTracker Pro system, it is important to position the center of the TV at the same height as the user's eyes. Failure to do so can result in visual distortions which will negatively impact training results.

When training sessions are done sitting down, the center of the TV should be 44" to 50" from the ground (unless the chair is an unusual height).

When training sessions are done standing up, the center of the TV should be 64" to 70" from the ground. It is strongly recommended to use a chair with a seat height adjustment mechanism, to accommodate users of different heights.

DISTANCE/TV SIZE/POSITION/HEIGHT
Recommended postures - DISTANCE / TV SIZE / POSITION / HEIGHT
How far should I sit away from the laptop?
To make sure NeuroTracker is effective and you're working on your peripheral vision, it all depends on your laptop screen size.

If you're laptop screen is approximately 13 - 15 inches, the recommended distance is about 1 - 1.5 ft away from the screen.
I haven't received my glasses
For CA/USA customers glasses should arrive within 7 buisness days upon purchase.
After purchasing, you should have received an email via Amazon with the tracking information. Take a look to see when your package will arrive! If you haven't received your glasses within 7 days please contact [email protected].

If you are worried that you may have mispelled your mailing address or if your package has been lost, please contact [email protected]
Where can I purchase new anaglyph glasses?
You can purchase NeuroTracker anaglyph glasses directly on Amazon at the following links below. Please note that this option is only available for Canada/US clients. To purchase a set of glasses to be shipped internationally, please contact [email protected]

CANADA

USA
I'm having issues with Installing NeuroTracker?
There may be a few reasons why you can't install NT but the most common reason is because your firewall isn't disabled or the internet disconnected during the installation.

Here are a few steps to help:
1. Click windows+R
2.Type appwiz.cpl
3. Uninstall any MySQL Server or MySQL installer.
4. Uninstall NeuroTracker.
5. Temporarily disable any Anti-virus or firewall software you have.
6. Relaunch the NeuroTracker installer. In case these steps do not resolve your issue, please contact support at [email protected]
How do I assign users protocols?
To assign user protocols, complete the following steps:

• Click on user accounts,
• Find the user you'd like to assign protocols to,
• Click the edit icon on the right,
• Scroll down to where it says Assign programs.
• Click on the program you would like to assign on the left
• Click on the arrow in the middle to transfer to the assigned programs column
• Click on assign to complete.

HELP VIDEO - YouTube link
How do I invite new users?
You can invite users in two different ways:

  • With a prepaid license -> Refer to this VIDEO

    Organizations can purchase user licenses from their sales representative.

    To invite a new user:

    • Click on “User Accounts” in the toolbar.
    • Then on “Invite with a prepaid plan” simply enter your user’s email address and select a program.
    • In Plan, select the license you want to assign to this user.
    • Then, click “Send invite.”
    • You will see a confirmation pop-up ‘Invitation email sent’.
    • Your invited user will receive an email to sign up, which only takes a couple of minutes to complete.
    • Until your users sign up, their program will not start and their license will not be used up.
    • You can continue to add new users, following this same step.

    Note that only one invite can be sent per email address. Also, people who have a NeuroTracker Administrator’s account cannot be invited as a User, unless a different email address is used.

    You’re now on the right path to tracking the data of your users and groups!


  • With a referral link -> Refer to this VIDEO (US/CAN customers only)

    Choosing this option will require your user to purchase a NeuroTracker license through our website.

    Please note, that this option is only available for Canada or US organizations.

    To invite a new user

    • Click on “User Accounts” in the toolbar.
    • Then on “Invite” tab simply enter your user’s email address and the language of preference.
    • You will see a confirmation pop-up ‘Invitation email sent’.
    • Your user will receive an invitation in their inbox that will redirect them to the NeuroTracker website purchasing page.
    • With your recommendation, your user must select either 1-month, 3-month or 12 month license to purchase as well as the category of your choosed option.
    • Once your user has completed the purchase, their glasses will be shipped directly to their mailing address and the user will be part of your registered users.
How can I create another administrator?
To create an administrator
• Click on admin.
• Select invite and enter their email address.
• Click on invite a new user.

Note: Administrators can only have access to the clients that they invite and manage.

Please click the following video for an overview.
How do I export data for all my users on the cloud?
Currently we do not have this option available.

To request an excel document with your organization data please contact [email protected] and we'll get back to you within 24-48 hours.
If I give a client a 3 month license and they only use 1 month, can I get the remainder of the license back?
If the user has not clicked the inviation and registered, you can cancel their invitation by following these steps:

• Go to User account
• Select the Invited tab
• Click the 'X' in red all the way at the right and the invitation for that user will be cancelled, and you will get back the 3-month license that was sent.

If the user has clicked on the invitation and registered, it is not possible to transfer the license to someone else, or get the 2 months they used credited to your account.
How come I invited one of our staff as an admin and they are not able to view any of my clients information?
  • As an account manager (usually the purchaser) you will have access to invite administrators and see all the clients within your organization.
  • When you add an admin to your organization, these members will be able to access the organization however will not be able to add new administrators and will only see the users they've invited.
  • If your organization would like to share all their clients among other administrators, it's best to use one username and password.
How can I change my NeuroTracker Cloud administrator email?
Once you've registered your organization with an email address, there is no way to change the email associated to the organization.
How do I export data for all my users on the standalone from NeuroTracker Standalone?
"To explort data for all your users, do the following:

Click results -> Export Results -> Select the group, player, and session type -> Click display.
How do I upgrade from NeuroTracker PRO to NeuroTracker Customize?
If you're looking to upgrade your pro to customize, please contact your sales representative.

If you've lost your representatives contact information, reach out to [email protected]
How can I transfer my NT standalone license from one computer to another?
Because each NeuroTracker license is tied with a specific computer ID, in order to transfer NT standalone to another machine, you will need to contact [email protected]
How do I purchase more NeuroTracker licenses?
If you're looking to purchase more NeuroTracker Cloud licenses, please contact your sales representative.

If you've lost your representatives contact information, reach out to [email protected]
What if I want to purchase licenses for longer than the 1-month duration for my athletes/clients? Are there options for longer subscriptions?
At NeuroTracker we understand that you might need a longer license for your client.

To get access to longer subscriptions, please contact your sales rep or email us about your request at [email protected]
I have an athlete/client that has left my care, and has time left on his/her account; can I cancel the account early? Can this be carried forward to another client/athlete?
You can cancel your clients account at any moment by:

• Select User Accounts
• Find your client in the list of registered users
• Select the icon under edit for that user
• Change "Select Status" to "inactive"
• Click on "Update" to register changes

Each NeuroTracker license is linked to a single user. You will not be able to carry forward the remaining time of a license to another user.
Can I transfer my license to another organization?
To transfer your license to another organization please contact [email protected]
Getting NeuroTracker error code 465?
NeuroTracker must connect to the internet at least once every ten logins or once every 25 days (whichever comes first).

• Make sure that the computer is connected to the internet. If you are connected and it still does not work, try disabling your antivirus program and rewall and try again.

• If you are working in a corporate environment, speak with your IT support and explain that port 22 and 465 must be open for NeuroTracker to work.
How to get back from 3D format to 2D?
To switch from 3D to 2D on your NeuroTracker pro or customize standalone system, follow the steps below:

Click on Operators Menu -> Advance Functions -> Go to Stereo Settings -> Select OFF (2D)
How to switch from 3D to 2D? (In cloud, if no glasses)
We currently do not have this option available to users.

To request to switch back to 2D, please contact [email protected]
How do I switch 3D Modes?
When using NeuroTracker there are di erent 3D modes that you may be using. Active 3D Glasses and HMD both use side by side mode.

Changing to: Anaglyph 3D
1. Click on the Operator menu
2. Go to Advanced Functions
3. Go to Stereo Settings
4. Select ON (Anaglyph)

Changing to: Active 3D
1. Click on the Operator menu
2. Go to Advanced Functions
3. Go to Stereo Settings
4. Select ON (side-by-side)

Changing to: 2D
1. Click on the Operator menu
2. Go to Advanced Functions
3. Go to Stereo Settings
4. Select OFF (2D)
Is your screen split into two while running the core program, how to make it one?
There are two possible reasons you are seeing two side-by-side images.

1. Neurotracker is currently in Active (Side-by-side) 3D mode. You can change this by logging into Neurotracker, then clicking Operator > Advanced settings > Stereo Settings > 2D.

2. If you are using an active or passive 3D TV, you may need to select the 3D button on your controller to enable 3D mode.
What should be done if I see blank screen while loading the application?
While loading the application and you have a blank screen, we suggest to log out of the application and clear your cache.

On Google Chrome while using a windows computer you can clear your cache by pressing CTRL+SHIFT+DELETE

On Google Chrome while using a mac you can clear your cache by pressing COMMAND+R.

After you do this, close your internet browser, then try again.
What should I do if I get this error- "The login information you entered does not match an account in our records."
  • If you receive this error message, try resetting your password.
  • Just click on Reset password and you will receive a new password on your associated email.
  • You can always change the password by logging in and then clicking on the settings cog at the top right of the page, then 'Change password'.
If the error message continues to persist, please contact [email protected]
What should I do when I receive a pop-up that says- "invalid program, cannot open" or "program is already running in another browser".
The best way around these error messages is to follow these steps.

For Windows
1. On your Keyboard, press CTRL+ALT+DELETE, then open the Task Manager
2. In the list of programs, find and left click the Internet Browser (Google Chrome or FireFox) that you were using to run Neurotracker, then click 'End Task'
3. Reopen the Internet browser, and login to Neurotracker at app.neurotracker.net

For Mac
1. On your Keyboard, press COMMAND+OPTION+ESC
2. In the list of apps, find and click on the internet browser and then click on 'Force Quit'
3. Reopen the Internet browser, and login to Neurotracker at app.neurotracker.net
How come the NeuroTracker targets are displayed off of the screen?
To resolve this display issue, go into display settings, change the scale and layout to 100% and the resolution as high as you like (recommended 1920 x 1080) and make sure that the display settings match the settings in the NeuroTracker settings
If I have this Error: "Unable to connect to any of the specified MySQL hosts ?"
There are two ways to troubleshoot this kind of error.

1) Restarting the computer.
2) Pressing WINDOWS+R -> Type services.msc -> Find and right click NTMySQL in the list of services > Click Start
Why is there color distortion in 3D glasses or how come my 3D glasses go in and out of sync with the projector?
• Solution 1:
Make sure user is the proper distance from the screen. The glasses have an approximate range of 12 feet, so longer distances may cause them to lose sync.

• Solution 2:
Make sure there is nothing blocking the signal emitter located on the front of the projector.

• Solution 3:
Make sure 3D is enabled on the projector itself. To do this, press Menu on the remote and in Picture Options, go to 3D Enabled and make sure Yes is selected.

• Solution 4:
Make sure 3D glasses have an adequate charge. The glasses should be charged 4-6 hours when brand new. Low battery can cause de-syncing.
Why is NeuroTracker running slowly on my computer?
Poor PC performance can have many different causes. It might be caused by a virus or other Malware/adware installed on your computer.

Make sure that your antivirus program is up to date and consider installing Malware/ Adware removal software.
What is NeuroTracker?
NeuroTracker is a cognitive training program that is designed to improve mental performance. NeuroTracker challenges you to track multiple targets moving dynamically in 3D space, and adapts movement speed and complexity in a way that optimally trains your high-level mental abilities.
What is cognitive training?
Cognitive training is a form of exercise for the brain that is designed to improve mental abilities such as memory, attention, decision-making and awareness.
How does NeuroTracker work?
With NeuroTracker, each user is asked to complete a 3D visual exercise. In this exercise, users see 8 yellow balls moving around their screen. They are asked to track the highlighted balls. NeuroTracker’s visual exercise uses 3D multiple object tracking technology which has been scientifically shown to enhance cognitive functions.
Can any 3D glasses be used?
It’s not recommended. We developed 3D glasses specifically for NeuroTracker. Our glasses were tested in a lab to optimize viewing quality and ensure durability for comfortable, long-lasting wear. They are also built to fit over regular prescription glasses.
Why does NeuroTracker use 3D technology?
We live in a 3D world. As a result, our technology is designed to simulate a real world environment to best benefit the brain. Science shows that 3D stimulation engages parts of the brain that are not activated with 2D stimulation.
Is NeuroTracker suitable for all ages?
Yes, NeuroTracker has no age restrictions. It important to note, however, that children become more proficient at training with increasing age.

In addition, an individual has to understand the objective of the task; tracking and selecting targets. It could also be helpful to see a specialist who uses NeuroTracker to determine a specialist training plan.
Can multiple people use the same NeuroTracker account?
No. When you sign up for a program, it becomes customized to you and adapts to your personal mental abilities. It is intended to track your personal progress and ensure that your training session is optimized each time. Each person has a different performance level and mental threshold.
How many times should I do neurotracker per day? / Per Week?
The NeuroTracker team recommends doing 3 consecutive training sessions, every other day. This means that if you do 3 sessions on Monday your following training session should be on Wednesday.

We also recommend doing no more than 3 sessions per day. Your brain gets tired and it needs rest after training it so hard. If you'd like to train once a day, that's okay too, however it will take you longer to reach consolidation."
What is a speed threshold score mean?
When a user completes a NeuroTracker session, they receive a ‘speed threshold’ score – the primary metric that NeuroTracker provides. Speed threshold is the calculated measure of a user who fails/succeeds at that speed approximately 50% of the time (upper tracking speed limit). It is based on NeuroTracker’s analysis of results across 20 trials within an individual session.
Who can benefit from NeuroTracker?
Scientific studies show that NeuroTracker is beneficial for assessing and improving performance for athletes, personnel, healthy aging, people with cognitive related medical conditions, college students and children with learning difficulties. However, because NeuroTracker improves high-level mental abilities, it can be used by anyone looking to improve their mental performance.
What is special about NeuroTracker’s cognitive training?
NeuroTracker differentiates itself from other cognitive training programs on the market with its scientific evidence of rapid improvements across many high-level cognitive abilities and transfer to human performance.

Rapid improvement: Even with minimal training, users quickly see mental improvements. Just 18 minutes of training per week can robustly improve high-level cognitive abilities such as attention, executive function, working memory and processing speed. Most users experience positive results with just 1.5 to 3 hours of distributed training.

Transfer to human performance: In science, ‘far transfer’ is considered the gold-standard of research. Individuals using NeuroTracker experienced mental improvements not only in their training program, but also in non-related tasks e.g. passing accuracy in competitive play.
What is the purpose of the Consolidation Phase?
During the Consolidation Phase, the User is expected to rapidly improve attention performance. Building this foundation of perceptual-cognitive training is a prerequisite for advanced training with the NeuroTracker Learning System. Users’ most significant improvements typically occur in the first 21 NeuroTracker training sessions.
How often should users train?
Schedule training visits 2-3 times per week, if possible. At a minimum, schedule training visits once per week. Users who train frequently are likely to have better results. There are no risks associated with training every day, so feel free to book Users as frequently as their schedules allow.
What hardware do I need to run NeuroTracker systems? Is there a difference between what NeuroTracker Remote requires and what NeuroTracker Pro (or Customize) requires?
Computer
• CPU: Intel Core i5 (3 Ghz)
• GPU: NVIDIA GEForce GTX 750
• RAM: 8GB
• HDD: 30GB of available space
• OS: Windows 8.1 or 10 (64 bit)

TV
• 3D Technology: Side-By-Side
• Min. Screen Resolution: 1920 x 1080
• Size: Min. 40"

HMD
• Minimum requirements

For Cloud
• Updated version of Google Chrome or Firefox.
• Computer with at least 4GB of RAM.
• A video graphics card that supports WebGL (Almost all computers today have this. I've only encountered 1 client that didn't).
• Any monitor or TV will work fine.
Contact Number
855-480-0808 Ext # 2
Hours of Operation
Monday- Friday 9AM - 5PM (Eastern Time)
Customer Feedback form(available at the top- app.neurotracker.net)
To provide feedback please click here
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