Hello all.
I have recently purchased a QC second hand. I am having trouble logging in, checking for updates and connecting to the PC App.
I have tried different internet connections and factory reset. Nothing seems to be working. Any help would be greatly appreciated. I have reached out to support but haven’t heard back.
Do you have problems with connection to the wifi or with logging in? If you have wifi problems you can try powering up a hotspot with your smartphone an put it down right beneath the QC. The wifi of the QC is very weak. I assume it’s because of it’s metal encasing and the lack of an external antenna.
Wifi and hotspotting are both perfect
have you tried resetting your password? There was an issue a while back where certain passwords were disallowed for security concerns and many of us had to reset them
This morning I plugged a different power supply into it, it didnt have enough juice to power it to turn on completely (though it tried a couple times)
Then I plugged the do7 power supply back in and it actually showed that there was an update available which hasn’t happened before. But then I tried to log into it (whilst connected to my hotspot) but then it wouldn’t log in, it just sat on the password screen doing nothing but “thinking about it”
And the option to update went back to “checking for update”
Hope that makes sense.
Are you able to sign into the Cloud app or browser with your user ID and password?
Yup, it’s just the qc I can’t update it or log into it
Have you tried making a dummy account? That could eliminate whether something’s wrong with your account or your QC itself.
have you heard back from Support@neuraldsp.com yet, or do you need a moderator here to check into your status?
a similar case on TGP just reported: “apparently a security updated wasn’t applied to my unit which blocked updates and logging in to my Neural account.” It took Support intervention to fix it
Just from the behaviour of the qc, I don’t think making a dummy account would work but it’s worth a try!
I have heard back from support but it’s been hard to communicate as we’re very different time zones. And they seem to be confused or there is multiple people on support saying different things.
It’s been really tricky to talk to them about it. So a moderator would be very helpful I think.
@JFawce Tried that looong ago. Don’t get emotional in case they seem like some supporters are crossing each other. But rest assured and stay patient they are on it.
I’ve forwarded it to a friend, we’ll see if we can get a Mod onboard. In the meantime I’m going to message you my secondary account info and you can try signing in with it to see if it works.
Hey guys. I have managed to update the quad using hotspot but still not having any luck logging in. I have made a second account to try but that didn’t work either.
sounds like it must be the unit itself if you’ve updated it, factory reset it, and tried other accounts. Hopefully Support will get you sorted
Any idea on whether itll be something they can sort on their end? Or will it be something I have to send off for repairs?
not sure because I haven’t heard of this too often, but in another forum a user said Support had to fix the account from their end- sounds more like settings on their side of things rather than needing to send in the actual unit. Have they got back to you yet?
They have got back to me saying they have unlinked the last owners account, I have tried again with 2 different accounts but doesn’t do anything. Just stays on the password page with the three little dots moving.
If I was you - I’d take it to my friends place with wifi. Sit next to the router and retry. Just sounds like you’re not getting enough signal or some router issue.
I don’t get enough signal even when I am in the next room over. Also if you plug it in to your laptop and run Cortex Control it uses the internet from your computer so you could just try that (make sure cortex control is up and running on your computer otherwise it doesn’t take the internet from your computer). It will atleast tell you if the wifi module is the issue or the QC.
Peace 
Okay so it’s updated and I’m logged in but connecting to the control app is an issue now. The pc is recognising the usb but the app isn’t working.
Remember also to update Cortex Control to the latest version, right.
Patience is your friend here, Neural Support is the best I’ve ever experienced, when you’re on the same page and understand that they are working seriously on your issues. The first (and only) QC I bought was also second hand and it was never an issue. They repaired it once and send me a new one, free of charge, when another unsolvable issue happened.
Good luck
yeah, make sure you’re on 4.0.1 on both QC and CoCO.
what fixed the login issue for you?