If your USB Isolator is loosing the connection with no movement or very small movement please proceed with the following steps in order to isolate the root cause:


  1. Device is not recognized by the Computer
    1. Ensure your device is ON (NE logo should be white bright)
    2. Ensure the USB port where the USB Isolator is working
      1. Connect to other USB Ports of your computer. If your device is recognized in other ports, then it is your computer port that is not working properly.
      2. Connect to other computers. If your device is recognized in another computer, then it is your computer that might need software updates.
    3. If you have more USB Isolators, please connect your device to a working USB port of your computer. If your devices is recognized with the other USB Isolator, your USB Isolator is damaged and you need a replacement.
    4. If you have another Enobio/Starstim, please connect it to the same USB Isolator to verify its connection. If it is recognized then it is very likely that the charging port of your Enobio/Starstim is damaged and needs repair.
  2. Device looses connection with no or little movement
    1. Connect your device directly to the computer without using the USB Extension Cable. If this solves the issue, it is the connection between the USB Isolator and the USB Extension Cable is loose due to the USB Extension Cable. 
    2. If you have another USB Isolator, connect it to your device and computer. If this solves the issue, the first USB Isolator is damaged. If this does not solve the issue then it is very likely that the charging port of your Enobio/Starstim is damaged and needs repair .
    3. Please verify the Charging port of your Enobio/Starstim for any movement. If there is movement, the charging port is damaged and needs repair.



If you need a Replacement or Repair please gather the evidences (pictures / videos) and refer to:


https://supportne.freshdesk.com/a/solutions/articles/35000315847