Troubleshooting and FAQ

My invitation is unavailable

The one-time setup link may be expired or already used. Ask your clinician to resend a fresh invitation. The new message will still contain no clinical details.

The microphone is unavailable

Check browser and operating-system microphone permission, confirm the intended input device, close another application that may be using it, and reload the assignment page. Use only the assigned-test recording flow so the recording remains assignment-bound.

The recording was interrupted

If you have not submitted, follow the page recovery guidance and record again when appropriate. Tell your clinician about material interruptions or nonstandard conditions.

Processing is taking time

Processing happens in a separate background worker. The clinician assessment page shows durable progress and recovers with polling if the live event connection is interrupted. Repeatedly pressing start does not create a rerun.

Where are my results?

Patients do not receive automated results in NeuroTrace. Ask your clinician how and when care-specific feedback will be provided.