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What This Guide Helps With
Software freezing, crashes, or inability to start/continue EEG acquisition due to external connections, system resources, or configuration issues.
Step-by-Step Troubleshooting
Ensure Patient Safety First
- Stop the study and safely disconnect the patient from the system if acquisition is unstable or frozen
- Move to another EEG system if monitoring is required
- Expected: Patient remains safely monitored using alternate equipment
- Why it matters: Prevents data gaps and ensures continuous patient care
Verify the Reported Issue
- Attempt to reproduce the problem
- Observe if the software freezes, closes, or displays an error
- Check if acquisition fails to start or stops unexpectedly
- Determine if the issue is consistent or intermittent
- Expected: Issue is clearly identified and reproducible
- Why it matters: Confirms whether this is a software instability vs user workflow issue
Check System Power and Hardware Connections
- Verify acquisition unit (amplifier) is powered on
- Confirm USB/Ethernet connection between amplifier and workstation
- Check for loose or damaged cables
- Expected: Stable hardware connection recognized by system
- Why it matters: Loss of communication can cause software crashes or acquisition failure
Confirm Amplifier Detection in Software
- Open the NicoletOne software and check hardware status
- Verify amplifier is detected and listed
- Restart acquisition service or software if needed
- Expected: Amplifier appears and is selectable
- Why it matters: Missing hardware will prevent acquisition and may cause software instability
Restart Software Application
- Close the EEG software completely and relaunch
- Ensure no background instance is still running (check task manager if needed)
- Expected: Software launches cleanly and operates normally
- Why it matters: Clears temporary software faults or memory issues
Reboot the Workstation
- Perform a full system reboot
- Expected: System returns to stable operation
- Why it matters: Resolves memory leaks, driver conflicts, and OS-level issues
Check System Resources and Background Processes
- Close unnecessary applications
- Check CPU and memory usage
- Ensure sufficient storage space for recordings
- Expected: System resources are within normal limits
- Why it matters: Low memory or storage can cause crashes during acquisition
Verify Network and Storage Paths (If Applicable)
- Confirm network connection is active
- Verify mapped drives or storage paths are accessible
- Expected: Storage location is reachable and stable
- Why it matters: Failed write operations can interrupt acquisition
Test with a New Study or Patient Profile
- Create a new test recording
- Expected: Acquisition starts and runs normally
- Why it matters: Rules out corrupted study files or configuration issues
Check Peripheral Inputs and Accessories
- Ensure electrodes, headbox connections, and event markers are properly connected
- Remove unnecessary peripherals during testing
- Expected: Clean signal acquisition without interruption
- Why it matters: Faulty inputs can cause system instability or acquisition errors
If the Problem Persists
If software crashes or acquisition failures continue after all external checks, the issue is likely internal (software corruption, driver failure, or hardware fault).
Remove the system from service, label it Out of Service, and send for repair or bench evaluation.
Knowing when to stop prevents unnecessary downtime and ensures patient safety.
Clinical Use Tip
Do not troubleshoot EEG acquisition issues on an active patient. Always transfer monitoring to a functioning system before attempting diagnostics.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"EEG system software crashes during acquisition and fails to record data."
Cause
What was observed during troubleshooting.
Example:
"Unstable communication between amplifier and workstation due to intermittent USB connection."
Resolution
What action was taken.
Example:
"Reseated and replaced USB cable; verified stable acquisition and normal operation."
Helpful Details to Include (If Known)
- Amplifier detected or not detected
- Error messages displayed
- System resource usage (CPU/memory)
- Network storage status
- Cable condition and connection checks
- Software behavior (freeze, crash, restart)
- Final device status
Final Thought
Software and acquisition failures often stem from communication, resource, or configuration issues rather than true system failure. Start with simple external checks and escalate appropriately. Patient safety and clear documentation should always guide troubleshooting decisions.
That is successful troubleshooting.