Get Help For Dive Issues

***Laurie Geenen*** · 06-15-2023, 02:03 PM

Having trouble with Dive? This post walks you through common issues and how to resolve them.

PLEASE NOTE:

Dive requires iOS 14.0 and above and Android 6.0 and above.
Dive only works on tablets that run iOS and Android.
Dive is not compatible with devices that run ChromeOS.
Dive is not compatible with Amazon Fire tablets (they use a modified version of Android and do not have access to the Google Play Store).

Use these links to jump to your issue

Check that Dive is Up to Date
Start here first!

Issues with Feedback During a Session
Are you experiencing issues with feedback during a Session like the screen being dark or black, feedback that is too quiet, no sounds playing, or poor sound quality (popping, crackling, sound dropping out)?

Can't get good signal strength to start your Session? Is Dive interrupting you because of a weak signal?
If you're having trouble getting a strong EEG signal or your Sessions are interrupted because of a weak signal this post will walk you through how to address the issue.

Can't See Your Session in Dive After Logging in/Sessions are Missing in Dive
If you expect to see Sessions when you log into Dive and believe that Sessions are missing check this post for the reasons why.

Dive Poor Performance/Lag & Error Saving Protocols
Are you experiencing lag (slowdown of the app), errors saving Protocols, or issues with your sound being silent?

EEG Device Missing from Dive, Won’t Connect to Dive, or Keeps Disconnecting
Are you having trouble with your BrainBit, Flex, Synchroni, or Callibri disappearing from Dive? Is your device not appearing when you try to run a Session? Are you having trouble with your EEG device disconnecting during your Session?

Dive Log-In Errors
Are you having trouble logging into Dive? Are you getting an error message when trying to log into Dive?

Background Mode FAQs & information
Information about using Background Mode for feedback.

Registration Issues
If you're having difficulty with the invitation email and can't confirm your registration or you're getting an error message when trying to register review this post

TheraQ Assessment Hanging
Are you stuck trying to start a TheraQ Assessment? Here's how to troubleshoot.

Dive Error Messages & Their Meanings
See an error message while using Dive? This post reviews what they mean and how to try to resolve them.

Can't fix your issue or need more help?
If you can't fix the issue, please contact your care provider. They'll need you to provide the following information:

Name of the Session you were trying to run.
Date, approximate time, and your time zone.
Type of mobile device you have (e.g. iPhone 14, iPhone Pro Max 15, Samsung S22, iPad, etc.).
Operating system of your mobile device (e.g. iOS 17.0.1 or Android 13, etc.).
The version of Dive that you have installed.

***Laurie Geenen*** · 06-15-2023, 02:07 PM

Check that Dive* is Up To Date
The current base version of Dive is 2.20.3

If the update doesn't come through, please try force-closing Dive.

To check your Dive version, look at the version number on the login screen.

Need to update? Get the latest release for Apple devices here or Android devices here.

*Note: You may be using a mobile app with a different name, but the information in this post applies to your app. Please download the update for the mobile application you're using.

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***Laurie Geenen*** · 06-15-2023, 02:09 PM

Issues with Feedback During a Session
Are you experiencing issues with feedback during a Session like the screen being dark or black, feedback that is too quiet, no sounds playing, or poor sound quality (popping, crackling, sound dropping out)? This post will help you troubleshoot the potential causes.

The screen is dark or black (you can't see the video) and/or the feedback sound is very quiet or faint

If the screen in Dive is black or very dim and/or the feedback audio is very quiet review these common causes:

Cause #1 poor EEG signal/sensor connection
You can start a Session with green signal quality indicator (showing that you have a good EEG signal) but it can degrade during the Session. Review these posts to help improve your signal quality:

If you're having trouble getting green signal quality indicators (stuck on yellow or red indicators) or it seems like your signal quality is degrading during your Session please contact your care provider to set up a Live Session to troubleshoot the cause of the poor signal.

Cause # 2: Poor WiFi or data connectivity

Is your video freezing, stuttering, or hanging while the Session continues to run?

To stream YouTube videos and/or video calls with your care provider during a Session, your device requires a consistent WiFi or mobile data connection. If there's an issue with the modem or router, it will harm internet performance. The activities of others on your network affect the overall performance of the internet. "Broadband" internet means different things with different providers. While you may have a good or great internet plan, some issues can degrade your connectivity.

What affects data streaming?

Modems or routers that aren't working optimally. Your modem or router may need to be rebooted or it may have settings that need to be changed. Contact your internet provider for more help.
Limited WiFi or mobile data bandwidth and congested frequencies: multiple devices all sending and receiving data on the same network take up available bandwidth. If your internet is a shared connection it's affected by other customers' internet traffic. Mobile data can experience lag or poor performance for similar reasons.
Electromagnetic interference from household appliances.
Distance and obstacles between the device and modem/router. Distance and objects (furniture, walls, floors, etc.) degrade signal strength. Concrete and brick walls and walls with metal inside can block WiFi and data signals. 5GHz WiFi signal doesn't penetrate solid objects as well as 2.4GHz does

The easiest way to see if your network might be causing issues is to try on a different WiFi or cellular network (make sure that any cellular data is at least 4G/LTE).

Cause #3 your mobile device is low on resources
Some devices suffer from low-memory issues; most perform poorly once they reach around 80-90% of the storage capacity.

Check the current memory status of your device

iPhone: Go to Settings > General > iPhone Storage
Android: On most phones, you can check how much storage you have available in the Settings app

Possible solutions:
1. Log out of Dive

Go to Profile > Logout

2. Force-close Dive

3. Close all other apps running in the background

4. Free up space in your mobile device

Cause # 4: interference from electromagnetic fields
Common household sources of EM include:e

Microwave ovens (when running)
Hairdryers
WiFi routers
Refrigerators
Fluorescent lights
Other EEG devices (when powered on)
Anything that gives off electrical current (laptops/computers, electric blankets, electric heaters, etc.)

Note: interference from household appliances doesn't mean they emit too much EM; the neuro devices are sensitive! If you're in a place with shared walls (office, townhouse, apartment, condominium, etc.), the interference could be from a neighbour.

Fix:

Move away from sources of EM
Remove any device within 2 meters/6 feet other than the mobile device running Dive and your EEG device.

No sound or feedback is silent

Cause #1: issues with device settings
Incorrect device settings may contribute to sound issues; most often causing no sound/silence due to media settings or the iPhone's ring/silence switch

Check that sound is enabled on your mobile device and that your device isn't silenced:

iPhone users: check that the ring/silence switch isn't on:

How to check and turn it off

Poor sound quality during a Session or Assessment
Issues with your speakers or headphones/earbuds, etc. can produce poor sound quality such as popping, crackling, or sound dropping out while the screen continues to be bright.

Cause #2: issues with headphones/earbuds/speakers

Failing wired headphones/earbuds or dirty/damaged aux port or jack
Loose or broken wires, damaged or dirty aux jacks or aux ports will negatively affect feedback sound quality.

Try running a Session using the mobile device’s speakers; if the sound quality is good, investigate the cause (aux jack or port, failing wired headset) or try a different set of headphones/earbuds.

Cause #3: issues with Bluetooth headphones or earbuds

Bluetooth headphones/earbuds need to be charged: if using Bluetooth headphones or earbuds, ensure they have enough battery.
Some earbuds lose their charge asymmetrically (i.e. one will stop working before the other), which can cause issues with feedback sounds.
Check that your Bluetooth headphones/earbuds are still paired with your mobile device.

Try running a Session using the mobile device’s speakers; if the sound quality is good, investigate the cause (failing Bluetooth headphones/earbuds) or try a different set of headphones/earbuds.

***Laurie Geenen*** · 06-15-2023, 02:11 PM

Can't get good signal quality indicators to start your Session? Is Dive only showing yellow or red signal quality indicators for some or all sensors?
The top reasons for struggling to get green signal quality indicators (showing a good EEG signal) are:

Not waiting for the sensors to warm up against your skin.
Too much movement or tension in your muscles.
Not wearing the device snugly.
Sensors aren't making good contact with your scalp or skin.

Signal strength

An overall score of 50/100 is required to start a Session.
Aim for a score of 75-80 for the best feedback response during the Session.

Signal strength scale*:
0-50: weak
65-75: ok
75-90: strong signal
90-100: excellent signal
* For Sessions with multiple sensor locations the signal strength score is cumulative.

Device resources
These posts will walk you through how to address this challenge with device-specific information:

If you're having trouble getting good signal quality we recommend reaching out to your care provider to set up a Live Session to troubleshoot the cause of the poor signal.

***Laurie Geenen*** · 06-15-2023, 02:14 PM

Can't See Your Session in Dive After Logging in/Sessions are Missing in Dive
If you expect to see Sessions when you log into Dive and believe that Sessions are missing review these reasons:

Reasons for Missing Sessions:

The Session has been completed for the day.
The Session recurrence has expired.
The Session isn't active.
Caching issue with the mobile application.

Session Completed

Some Sessions can only be run once every 24 hours. The Session won't be available until the next time it's scheduled. If you're unsure how your Session was set up please contact your care provider.

How to check when you last completed a Session:

Login to Dive and click on the Menu icon
Click Activity Log
In Recent Activities, find the Session and check the date and time it was last run:

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Session Recurrence Has Expired

When a Session is deployed, the care provider determines how long it's available by the number of weeks (day select) or total number of selected dates (calendar select). Care providers can extend Sessions in the Divergence web application (click here if you're a care provider).

The Session Isn't Active
The care provider hasn't activated the Session in the Divergence web application (click here if you're a care provider).

Caching issue with the Mobile Application

If you're missing Sessions or other activities in Dive, you may need to uninstall and reinstall Dive to clear your app's cache:

Uninstall Dive (or the mobile application you're using).
Reinstall Dive (or the mobile application you're using): Dive for iOS | Dive for Android.

Still missing after a fresh installation?
If your activities are missing after a fresh installation, contact your care provider; the recurrence for your activities may have expired.

Care providers: click here for more information about managing Sessions.

***Laurie Geenen*** · 06-15-2023, 02:16 PM

Dive Poor Performance/Lag

Network connection issues
Dive uses your data connection to send real-time information to our servers. You may notice lag/freezing or poor app performance if you have and issue with your network connection.

Connection issues may cause either of these errors or simply produce poor performance without an error.

Failed to save protocol if the issue persists, contact your care provider. If you see this error try clicking the retry button to save the Session.
Connection to Divergence Cloud has been lost. Please check your network and try again.

Cause #1: WiFi or data connectivity issues

Streaming YouTube videos or other content for feedback and/or video calls with your care provider during a Session requires a consistent WiFi or mobile data connection. If there's an issue with the modem or router, it will harm internet performance. The activities of others on your network affect the overall performance of the internet. "Broadband" internet means different things with different providers. While you may have a good or great internet plan, some issues can degrade your connectivity.

What affects data streaming?

Limited WiFi or mobile data bandwidth and congested frequencies
- Multiple devices all sending and receiving data on the same network take up available bandwidth, causing a "congested network".
- If your internet is a shared connection (ie cable) it's affected by other customers' internet traffic.
- Mobile data can experience lag or poor performance for similar reasons.
Modems or routers that aren't working optimally.
- Your modem or router may need to be rebooted or it may have settings that need to be changed. Contact your internet provider for more help.
Electromagnetic interference from household appliances.
Distance and obstacles between the device and modem/router.
- Distance and objects (furniture, walls, floors, etc.) degrade signal strength.
- Concrete and brick walls and walls with metal inside can block WiFi and data signals. 5GHz WiFi signal doesn't penetrate solid objects as well as 2.4GHz does

Changing the WiFi network

Try turning off WiFi and using cellular data (you need to have at least 4G/LTE and a strong connection).
Try another WiFi network, if available.

I have "good internet" and that can't be the problem

We often hear it can't be a WiFi issue as the affected client has good/strong/fast internet. That may be the case but that refers to the traffic coming to your modem and/or router. WiFi speeds aren't the same as the internet speed that you pay for.

For example, my home internet is a 1.5 gigabit fibre connection providing 1,500 Mbps download and up to 940 Mbps upload. I have a fairly new router and modem (less than a year old).

I ran a speed test, and what I got was with someone in the house hosting a video call while I was working on my laptop. The result was a download speed of 560 Mbps and an upload speed of 275 Mbps.

That's more than enough to add Dive into the mix, but you can see that the internal speed of the connection is different than what's coming to the router.

This is why you can experience lag/freezing on WiFi even when you have a good internet plan.

Cause #2 your mobile device is low on resources
Some devices suffer from low-memory issues; most perform poorly once they reach around 80-90% of the storage capacity.

Check the current memory status of your device

iPhone: Go to Settings > General > iPhone Storage
Android: On most phones, you can check how much storage you have available in the Settings app

Possible solutions:
1. Log out of Dive

Go to Profile > Logout

2. Force-close Dive

3. Close all other apps running in the background

4. Free up space in your mobile device

Cause # 3: interference from electromagnetic fields
Common household sources of EM include:e

Microwave ovens (when running)
Hairdryers
WiFi routers
Refrigerators
Fluorescent lights
Other EEG devices (when powered on)
Anything that gives off electrical current (laptops/computers, electric blankets, electric heaters, etc.)

Note: interference from household appliances doesn't mean they emit too much EM; the neuro devices are sensitive! If you're in a place with shared walls (office, townhouse, apartment, condominium, etc.), the interference could be from a neighbour.

Fix:

Move away from sources of EM
Remove any device within 2 meters/6 feet other than the mobile device running Dive and your EEG device.

Cause # 4: device issues: RAM, memory, and connectivity
Some devices suffer from low-memory issues; most perform poorly once they reach around 80-90% of the storage capacity. Others may not have enough RAM to fulfill all of the tasks you need it to. This post reviews the minimum and suggested amounts of RAM, memory, and connection speed to use Dive, EEG devices, stream YouTube videos, etc.

No sound or feedback is silent
Is your Session missing sound or is your Session silent? Is your screen showing a bright image and yet no audio feedback is playing? Are you missing the audio instructions being read during a TheraQ Assessment? Here are the common causes:

Cause #1: issues with device settings
Incorrect device settings may contribute to sound issues; most often causing no sound/silence due to media settings or the iPhone's ring/silence switch

Check that sound is enabled on your mobile device and that your device isn't silenced:

iPhone users: check that the ring/silence switch isn't on:

How to check and turn it off

Poor sound quality during a Session or Assessment
Issues with your speakers or headphones/earbuds, etc. can produce poor sound quality such as popping, crackling, or sound dropping out while the screen continues to be bright.

Cause #2: issues with headphones/earbuds/speakers

Failing wired headphones/earbuds or dirty/damaged aux port or jack
Loose or broken wires, damaged or dirty aux jacks or aux ports will negatively affect feedback sound quality.

Try running a Session using the mobile device’s speakers; if the sound quality is good, investigate the cause (aux jack or port, failing wired headset) or try a different set of headphones/earbuds.

Cause #3: issues with Bluetooth headphones or earbuds

Bluetooth headphones/earbuds need to be charged: if using Bluetooth headphones or earbuds, ensure they have enough battery.
Some earbuds lose their charge asymmetrically (i.e. one will stop working before the other), which can cause issues with feedback sounds.
Check that your Bluetooth headphones/earbuds are still paired with your mobile device.

Try running a Session using the mobile device’s speakers; if the sound quality is good, investigate the cause (failing Bluetooth headphones/earbuds) or try a different set of headphones/earbuds.

Dive is frozen or stuck on a screen
Try force-closing Dive. Note that this is different than logging out of the app.

Android: how to force-close an app.
iOS: how to force-close an app with an iPhone or an iPad.

Other considerations

If you're using YouTube feedback see if it's high definition or 4K. We don't recommend 4K resolution videos due to the additional drain on resources.
Is your device running slow on other web pages or using other applications? This can point to an issue with your network or device.
Does the issue come and go? Are others gaming, streaming videos or music, etc. on the same network as you? This can have an impact on available bandwidth.

Next steps
If nothing works, your care provider should open a ticket with us. Please provide your care provider with the following information:

The version of Dive you have installed.
Mobile device make and model (e.g. iPhone 12 Pro; Samsung Galaxy Tab A; Pixel 7; etc.).
OS of your device (how to check on Apple and Android devices).
Date and (approximate) time you tried to use Dive (this helps us look for errors in the database).
A screenshot of the speed test.

***Laurie Geenen*** · 06-15-2023, 02:21 PM

EEG device missing from Dive, won’t connect to Dive, or keeps disconnecting
Are you having trouble with your BrainBit, Flex, Neurosity Crown, or Callibri disappearing from Dive? Is your device not appearing when you try to run a Session? Are you having trouble with your EEG device disconnecting during your Session? Try these troubleshooting steps:

Synchroni, BrainBit Flex, BrainBit Headband, or Callibri device is missing when you try to run a Session
If you can't see your EEG device when you try to run a Session check the following:

Check that the battery is charged: if the battery for your device is dead it cannot connect to Dive.
Check that Bluetooth is enabled on your mobile device.

Synchroni, BrainBit Flex, BrainBit Headband, or Callibri device disconnects during a Session
If your EEG device's battery dies during a Session your Session will end abruptly. If that happens you'll need to charge the battery before your EEG device can be used.

Bluetooth device Troubleshooting

***Laurie Geenen*** · 06-15-2023, 02:22 PM

Dive Log-In Errors
Are you having trouble logging into Dive? Are you getting an error message when trying to log into Dive? This post will help you troubleshoot the issue.

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Most common reasons for trouble logging in:

1. You haven't been invited to Divergence Neuro by a care provider.
If you think you should have been, please contact your care provider.

2. You haven't completed your account set up after being invited to Divergence Neuro by your care provider.
The link in the invitation email is valid for 24 hours. If you can't find the invitation email or it's been longer than 24 hours, please contact your care provider.

3. There's a typo in your email address or password.
Check to make sure that you've entered your email address and password correctly.
If needed, you can reset your password:

If you're still having difficulty logging in, please contact your care provider.

4. You're trying to log in to the wrong server.
The server location is based on the care provider’s account. If you’re unsure which server to log into, contact your care provider to confirm.

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***Laurie Geenen*** · 06-19-2023, 12:49 PM

Registration Issues
Are you having trouble completing your registration for Divergence Neuro? Are you getting an error message? This post will help you troubleshoot the issue.

Issue #1: you haven't received an email invitation

Confirm your care provider used the correct email address.
Check your spam/junk folder: sometimes, the initial email from Divergence goes there until you mark it as "not spam."
If your email is a custom or work domain, the email server may have blocked the invitation email. Give your care provider an alternate email (use webmail like Gmail, Outlook.com, etc.).

Issue #2: typo in email or temporary password

Check that you entered your email address correctly (no extra or missing characters).
Check that you copied and pasted the entire temporary password (we don't recommend typing it manually as it can be difficult to distinguish between l, I, |, etc).

Issue #3: error message that your password isn't strong enough
For security, your password must contain all of the following:

Minimum of 12 characters
One uppercase letter
One lowercase letter
One special character (e.g. ! $ * #, etc.)

Issue #3: your invitation is over 7 days old

The link in your welcome email is valid for 7 days. Solution: ask your care provider to resend your invitation and complete registration within 7 days of receiving the new link. Care providers, here's how to resend the invitation.

***Laurie Geenen*** · 10-02-2023, 04:49 PM

TheraQ Assessment Hanging

If you're trying to run a TheraQ Assessment and your mobile device hangs on a screen that says "During the Assessment, please remain completely still and refrain from speaking. This will only take a few minutes. Your assessment is starting now." It means there's an issue with your device's text-to-speech (TTS) engine. TTS is required for Dive to read out the Assessment instructions and the Assessment can't proceed without it.

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How to Resolve

Ensure you're on the most recent version of Dive.
Install the appropriate TTS engine for your device.
Use another device that has a working TTS engine.

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