If your USB Isolator loses connection to your computer — either the device isn't recognized at all, or the connection drops with no or minimal movement — use this article to isolate the root cause.
In this article you will learn how to identify whether the issue lies with your USB port, computer, USB Isolator, USB Extension Cable, or your device's charging port.
We want to make sure that:
- You determine exactly which component is causing the connection loss
- You know what evidence to gather if a replacement or repair is needed
For this procedure you will need:
- Enobio/Starstim device
- USB Isolator (NE164 / NE164-L)
- USB Extension Cable (if used)
- A second USB Isolator, if available (for comparison testing)
- A second Enobio/Starstim device, if available (for comparison testing)
Section 1: Device Not Recognized by the Computer
1. Check that your device is powered on. The NE logo should be a bright, solid white.
→ If the device is off: turn it on and reconnect.
→ If the device is on and still not recognized: continue to Step 2.
2. Connect the USB Isolator to a different USB port on your computer.
→ If the device is recognized in the other port: the original USB port is not working properly.
→ If the device is still not recognized: continue to Step 3.
3. Connect the USB Isolator to a different computer.
→ If the device is recognized on the other computer: your original computer may need a software update.
→ If the device is still not recognized: continue to Step 4.
4. If you have access to a second USB Isolator, connect your device to a working USB port using it.
→ If the device is recognized: your original USB Isolator is damaged and needs replacement.
→ If the device is still not recognized: continue to Step 5.
5. If you have access to a second Enobio/Starstim device, connect it to the same USB Isolator.
→ If the second device is recognized: the charging port on your original device is likely damaged and needs repair.
→ If the second device is not recognized: the USB Isolator needs to be replaced.
→ Continue to Section 3.
Section 2: Connection Drops With No or Little Movement
1. Connect your device directly to the computer, without the USB Extension Cable.
→ If this resolves the issue: the connection between the USB Isolator and the USB Extension Cable is loose, and the extension cable needs to be replaced.
→ If the issue persists: continue to Step 2.
2. If you have access to a second USB Isolator, connect it to your device and computer.
→ If this resolves the issue: your original USB Isolator is damaged and needs replacement.
→ If the issue persists: continue to Step 3.
3. Check the charging port on your Enobio/Starstim device for any movement or looseness.
→ If there is movement: the charging port is damaged and needs repair, continue to Section 3.
Section 3: Start a Repair / Replacement Process
To request a replacement or repair, go to:
Please include: device serial number, supporting evidence (photos/videos), and a brief description of the steps already completed and go to: I need a Replacement / Repair
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