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Login to the Neurable AI App.
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Update the app to the latest version.
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Follow the Troubleshooting Tutorial found inside the Neurable AI App.
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Reach out to Neurable support for further information and troubleshooting support: https://www.neurable.com/contact
DOCUMENTATION
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What do I do if I am having trouble using the EEG ear pad functions?
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What do I do if I can't pair my MW75 Neuro headphones to my device?
We understand how frustrating it can be when your headphones are not pairing properly. The following step-by-step instructions should resolve most pairing issues.
- First, make sure the headphones are charged.
- Cycle the MW75 Neuro power OFF and then back ON.
- Turn the Bluetooth® OFF, then ON again on the source device.
- Turn OFF the Bluetooth feature on any other device that is paired with the headphones (phone, computer, etc.).
- Hold Power/Pairing button down for 4 seconds to enter pairing mode.
- Make sure “MW75 Neuro” is selected in the Bluetooth device list.
If the above doesn't work, please try a factory reset.
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What do I do if my MW75 Neuro headphones aren't charging?
To make sure the charging issue is not a result of a faulty cable or charging source, please test using another cable as well as an alternate charging source (for example - if you're using a computer USB connection, try a wall charger instead). Use this device only with an agency approved LPS power supply which meets local and international regulatory requirements (e.g. UL, CSA, VDE, CCC).
If using alternate charging methods does not work, there are a few other things we can try.
- Cycle the MW75 Neuro power OFF and then back ON.
- Turn the Bluetooth® OFF, then ON again on the source device.
- Turn OFF the Bluetooth feature on any other device that is paired with the headphones (phone, computer, etc.).
- If you haven't already, please install the "M&D Connect" app on your mobile device
- Once installed, connect to your headphones in the “M&D Connect” app
- Perform an update to the firmware via the app, if available
If the above steps do not resolve your issue, please try a factory reset.
If you're still experiencing charging issues after completing the factory reset, please submit a request, and one of our representatives will be able to assist you further.
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What do I do if my MW75 Neuro headphones are not playing any sound?
The following step-by-step instructions should resolve most audio issues:
- If you're using your headphones with wired audio, please be sure the cable is secure in the USB-C port. If you're using your headphones with Bluetooth® , remove – or "forget" - the connection with your source device (and any other devices to which it might be connected).
- Cycle your headphones OFF and then back ON
- Please check the number of Bluetooth® devices with connections to your source device.
- Even if not currently active, more than 4 or 5 Bluetooth® connections can cause issues with connectivity.
- Remove - or "forget" - all other connections to your source device, and connecting only your headphones at first.
- Reconnect your MW75 headphones and test the audio again
- If you haven't already, please install the "M&D Connect" app on your mobile device
- Once installed, connect to your headphones in the “M&D Connect” app
- Perform an update to the firmware via the app, if available
- If you're still having trouble, check the following:
- Does the issue persist across multiple programs (for example, does testing with music players, phone calls, and other apps all produce the same result)?
- Does the issue persist when connected to another device (if you're using your mobile phone, for example, can you test it on a computer)?
If the above steps do not resolve your issue, please try a factory reset.
If you're still experiencing audio issues after completing the factory reset, please submit a ticket, and one of our representatives will be able to assist you further.
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How do I perform a product reset on my MW75 Neuro?
There are two types of resets to perform when troubleshooting issues with your MW75 Neuro Headphones. Each one addresses a separate set of potential problems. Identify the correct one for your needs and follow the instructions in the menu tabs below.
Factory Reset Hardware Reset Connectivity issues
Pairing issues
Audio issues
FW not updating
Reset headphone firmware to default factory settingsHeadphone buttons not responding
Headphone stuck in pairing mode
LED lights won't turn off
Headphones won't respond to a factory resetTo factory reset your MW75 Neuro Headphones:- Hold the power/pairing button for 4 seconds to enter pairing mode.
- Simultaneously hold down the power/pairing and the Vol+ button until the LED lights flash red and white, and you hear the "Factory Reset" voice prompt. This indicates the headphones have been reset.
To perform a hardware reset on your MW75 Neuro Headphones, press and hold the multifunction button (MFB). While still holding the MFB, connect a USB-C power source to your headphones.