ClearSupport

We’re here to help.

Download ClearBrain and the guides

The installer lives on our downloads page, along with the step-by-step Installation Guide, the Software Guide covering every screen, and the Hardware Manual.

Go to downloads

The two most common issues are the easiest to fix. See below for other troubleshooting answers.

ClearBrain cannot get a clean signal

It takes a long time for the signal to start, or the Control Panel never moves beyond Building Baseline. This is usually one of two things: something between the sensors and your skin, or too much movement.

Check the ear clip is on skin and not hair, and that the scalp sensor sits directly on your scalp, not sideways. The sensor is spring-loaded, so you can tap the top of it to be sure it is seated properly. Then sit calm and still after clicking Start.

A small amount of skin-prep gel (NuPrep) on your ear and scalp often improves the signal dramatically, even though the sensors are dry.

The amplifier will not connect

Check it is charged, that Bluetooth is on, and that it is not still paired to another computer — it will only talk to one at a time. On a desktop, confirm the USB Bluetooth adapter is seated and that Windows lists it under Bluetooth & devices.

Common questions

My license key will not activate

Your amplifier needs to be powered on and connected, because the key binds to the amp the first time it sees one. Keys are case-sensitive, so copy and paste it straight from the email rather than typing the whole passkey out.

I am changing computers

Your license pairs to your amplifier, not your computer, so install ClearBrain on the new machine, re-enter the license key, and carry on. Install it on as many computers as you like — you just have to re-enter the same passkey. Your session files are a separate matter — see below.

My sensor pins get stuck or are not ‘springy’ anymore

Sensor pins will naturally start sticking with normal use, especially if you use skin-prep gel. Carefully clean and dry the sensor and ear clip after each session. The sensor can still work normally even if the pins appear stuck. Close-up of the dry gold sensor, showing its spring-loaded pins at different heights

Close-up of the dry gold sensor, showing its spring-loaded pins at different heights

Something arrived broken, or stopped working

The amplifier is warranted for 12 months and the magnetic cable for 60 days. Write in and we replace it, including shipping both ways. The full terms, including how to make a claim, are in our Limited Warranty (section 8 of the Terms of Sale). See also the FAQ.

I want to buy another cable, sensor or hat

Replacement parts are in the shop.

Where are my session files?

On your own computer and nowhere else. Nothing is uploaded, so if you reinstall Windows or move machines, be sure to copy your files first — we have no copy to send you.

What we cannot help with

ClearBrain is a general wellness product, not a medical device, and we are not able to give clinical advice, interpret your data, or tell you what a reading means for your health. If you have a health question, that belongs with a professional who is licensed or certified to help with this. For what the software does and does not measure, see the FAQ.

Still stuck

Write to support@clearbraintraining.com. Include these and it can usually be settled in one reply:

Your ClearBrain version number and your Windows version
Your amplifier’s serial number — printed on the back of the amplifier, and barcoded on the box
What you were doing when it went wrong

A screenshot of the Control Panel is worth more than a description of it. Please send screenshots only — we do not need your session files or a session report PDF, and we would rather your recordings stayed on your own computer.