Home Use Common Problems & Solutions

Jan 22

Home Use Options Grayed Out / Cannot Access Home Use Features

This can occur in both Clinical and Home Use modes when the EEGer Security Dongle is not connected or that the latest keyfile is not installed.

Close the software and ensure the EEGer Security Dongle is connected. The software must be reopened to look for the dongle again and reload the menu buttons. Reopen the software and observe if the Home Use options are accessible.
Install the latest keyfile, then observe if the Home Use options are accessible. For Home Use licenses, ensure the dongle is connected when installing keyfiles.

“Remote User Expiration Date Passed” Warning Message

This warning message can appear on EEGer’s main screen after selecting a Home Use Client ID. When present, it prevents live sessions from being run until an update file is received from the Supervising Clinician.

Why Do Session Permissions Expire?

When creating Home Use Client Files, the Supervising Clinician specifies the date that session permissions expire. By default, this date is 45 days after the file is created. Clinicians use this feature in different ways:
- To coincide with billing periods, assessments, or scheduled adjustments to the training plan.
- As a reminder to check-in with the Supervising Clinician about progress and results.
- To limit what type of training happens when, when multiple Protocol Classes or Client IDs are used.
Why Was There No Warning?

EEGer will show a warning for an upcoming expiration 30-days prior to the expiration date. A few common reasons the warning may not have been noticed include:
- Warning messages update when the software is closed and reopened. If the software has not been closed for a period of time, new warning messages will not appear.
- Different Client IDs or Protocol Classes can have their own expiration dates.
- If the system is not used for some time due to a holiday or vacation, or training occurs sparsely, there are less opportunities to notice the warning message.
- The warning message may have ‘blended in’ with other messages, or the Home-User was not aware that they could not run sessions once the renewal date was reached.
How Do I Receive an Update File?

The Home-User should contact the Supervising Clinician when they notice this message appear on their system. The Supervising Clinician must create an update file (EKR) from their clinical EEGer system in order to remove the warning and extend the renewal date for the session permissions.

Once the update file has been created, the Supervising Clinician will send the file to the Home Use system. Then, the file can be downloaded and installed to update the session permissions and their renewal date.

Note: Only the Supervising Clinician can create the necessary update file. It is not possible for EEG Store to create this update file or extend the expiration date.

“No Remote User Session Permissions Left” Warning Message

What Are Session Permissions?

When creating Home Use Client Files, the Supervising Clinician specifies how many sessions can be run using a specific training plan. Each time a live session is run on the system, a session permission is removed.
What if Session Permissions Were Used Accidentally?

EEGer has safeguards in place to prevent accidental use of session permissions when there are technical issues with the session, or if the session is exited without training occurring.

If technical issues develop during a session and a session permission is subtracted by mistake, the Supervising Clinician can create an update file to add additional permissions if needed.
How Do I Receive an Update File?

The Home-User should contact the Supervising Clinician when they notice this message appear on their system. The Supervising Clinician must create an update file (EKR) from their clinical EEGer system to add more session permissions to the Home Use system. This will remove the warning and allow for live training.

Once the update file has been created, the Supervising Clinician will send the file to the Home Use system. Then, the file can be downloaded and installed to update the session permissions (and their renewal date, if needed).

Note: Only the Supervising Clinician can create the necessary update file. It is not possible for EEG Store to create this update file or add additional session permissions.

Error 143 When Installing EKR File

This error will occur if an EKR file is created for a different Client ID than the one that is selected on the Home Use system when installing the file. This can happen for a few reasons:

The wrong Client ID was selected when installing the EKR file. Repeat the installation process and take note to select the correct Client ID from the list of clients (this includes if the Client ID is stored on the computer itself or a Home Use Flash Drive).
The EKR file may have been made for the wrong Client ID on the Clinical system. This can happen if the update file is sent to the wrong Home Use system by mistake. The EKR file should be recreated with the correct Client ID.
The supervising clinician may have two similar Client IDs on the clinical system, and the wrong one was selected when creating the file. The Client ID must exactly match the Client ID installed on the Home Use system.
The EKR file was made for the wrong protocol class, such as being made EXP instead of SMR. Recreating the EKR file with the correct protocol class will resolve the issue.

Unable to Access Home Use Cloud

In some instances, EEGer will report that the Home Use Cloud is not accessible when attempting to upload or download files from the cloud. These warnings may mention issues with the firewall, or provide an error message.

If this occurs, it is likely that important EEGer files were blocked when EEGer was installed, or the computer may not be connected to the internet. If the computer is connected to the internet, it is recommended to reinstall EEGer. If files were missing, this will recreate them while preserving existing data and files on the computer.

If issues persist after reinstalling EEGer, contact EEG Store for assistance.

Home Use File Downloaded but Not Installing

Once a Home Use file is downloaded from the cloud, it must be installed onto the computer. The way this happens varies slightly depending on version.

EEGer4 440x or Later:

When downloading a single Home Use file from the cloud, EEGer will automatically install the file when exiting the HU download utility. A confirmation message will indicate whether the installation was successful or not.

If multiple files are downloaded at once or an error is encountered, the downloaded files must be manually installed. This can be done by navigating to Client>Home Use from the top toolbar of EEGer’s main screen and selecting the option to install an EKC or EKR file, depending on the type of file that was downloaded. For multiple files, this will need to be repeated for each of the files.

Previous Versions:

Files do not automatically install once downloaded, so the Home-User will need to manually install them. This can be done by navigating to Client>Home Use from the top toolbar of EEGer’s main screen and selecting the option to install an EKC or EKR file, depending on the type of file that was downloaded.

No REMLock Found’ Warning When Installing EKC File

This warning can appear when moving a Home Use license from one computer to another, or when accidentally installing a Home Use file more than once. It may be necessary to contact EEG Store for troubleshooting assistance when this error is received.

See this article for more information about this message.

Clinician Override Password Is Not Working

There are a few reasons why the Clinician’s password may not work:

The Home Use system is using a version of EEGer from before this feature was implemented.
The password is case-sensitive and can be set differently for different Client IDs.
The password may have been changed or updated by mistake when creating an EKR file.

It is not possible for the password to be changed from the Home Use system itself, but it can be reset by the Supervising Clinician from their Clinical system. To do this, create a new EKR file for the Home-User’s Client ID. When creating the file and making adjustments, a new password can be entered. After installing the new file, the newly set password should allow access to the system.

Unable to Open Home Use File By Double-Clicking

While keyfiles can be opened and installed by double-clicking on them, Home Use files must be installed from within EEGer.

If a Home Use file is double-clicked or opened outside of EEGer, a Windows popup will indicate that no program was found for the file type selected, and may prompt the user to choose which program to use when opening the file. Dismiss this popup and follow these instructions to install the file from within EEGer.

Home Use Error 22

This error message can occur when installing certain home use files, such as an EKR file, or when attempting to run a session. It may appear within the software as one of the following messages:

Failed Opening EXPIRY

No EXPIRY Found

Result was :Failed update on RUPDATE.SMR: reason 22

This error indicates that the EXPIRY file for the selected Client ID does not exist. When a home use client is installed onto a system, one of the files created is called EXPIRY. The EXPIRY file tells EEGer what to do when this client is selected - if it is missing or damaged, EEGer will not know how to proceed when the client is selected. There are a few reasons this error can happen:

Client Not Initialized

If a supervising clinician sends an EKR file before sending an EKC file, this error can appear. What EEGer is telling the user is 'I tried installing this update file, but I didn't find a matching home use client to update'.

The solution is typically to create an EKC file instead of an EKR file.

Manually Editing/Deleting the Client

Attempts to manually edit or delete the Client ID’s folder or contents can produce this error. If the EXPIRY file becomes damaged or deleted, creating a new EKC file should resolve the issue by remaking the deleted or damaged file.

Home Use Client Files Flagged as Malicious/Spam

EEGer uses special file formats to store its data that some email clients and browsers are not familiar with. These programs may mark the EEGer files as malicious or unsafe. These files are safe and are intended to only be opened by EEGer.

When prompted with this warning, there may be an option to ‘keep anyway’ or ‘trust’ the source. This will allow the files to be successfully downloaded onto the computer for installation.

If unable to download the files, try another method of sending the file such as a different email client or web browser. If problems persist, please contact EEG Store to report the issue and receive assistance.

Cole Preuett