Overview
The “Sensor Not Found” or “Device Not Found” error indicates that the emWave software cannot establish a data connection with your emWave2 handheld device or its attached sensor. This is usually caused by a USB communication conflict or an unsupported adapter.
Step-by-Step Troubleshooting
1. Optimize the USB Connection
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Direct Plug-In: Always connect the emWave2 USB cable directly to a port on your computer.
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Avoid Adapters: Do not use USB hubs, extensions, or “dongle” adapters. Most third-party adapters are designed for simple power or one-way data and do not support the two-way data transfer required by HeartMath technology.
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Switch Ports: If one port fails, try a different USB port on the computer to reset the connection.
2. Perform a “Clean” Reboot
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Windows Users: Shut down your computer. Plug in the emWave2 hardware and then turn the computer back on. This forces the system to scan for new Human Interface Devices (HID) during startup.
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Mac Users: Unplug the emWave2 hardware first. Restart your Mac. Once the computer has fully rebooted and you have logged in, plug the device back into the USB port.
3. Verify Hardware Recognition When properly connected, your computer recognizes the emWave2 as a Human Interface Device (HID).
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Windows: Open the Device Manager and look under the “Human Interface Devices” section to confirm the hardware is listed.
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Mac: Check System Report > USB to see if the emWave2 is being detected by the bus.
4. Isolate the Issue If the software still does not recognize the device:
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Test the Sensor: Ensure the ear sensor is fully inserted into the jack on the emWave2. A loose sensor can sometimes cause the device itself to appear “not found” to the software.
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Cross-Platform Test: If possible, install the emWave software on a different computer and plug in your device. If it works there, the issue is likely related to the original computer’s USB drivers or software configuration.
Technical Support
If these steps do not resolve the error, the sensor or the emWave2 unit may require further diagnostic testing. Please contact HeartMath Technical Support for assistance.