Support - Chapters

Support

We’re here to help!

Experiencing problems with a Cogmed product?

If so, please contact us immediately. We want to ensure that your training proceeds with as few interruptions as possible.
When contacting us please include your username, the name of your practice and what kind of problems you are experiencing.

We also recommend that you inform your coach about any technical problems. However, your coach cannot solve technical problems and it is therefore important that you contact us directly.

Please fill out the tech support form here

You may also contact us at: support@cogmed.com or call 1-888-748-3828 Monday-Friday between 8:30 a.m.- 5 p.m. CST.

Troubleshooting

Windows version too old (Supported OS)
If you get this message, it means that you cannot use Cogmed JM, Cogmed RM or Cogmed QM on your existing operating system. To install Cogmed JM, Cogmed RM or Cogmed QM and for it to work correctly, you must have Windows XP, Windows Vista or Windows 7. Cogmed does not provide support for other operating systems.

MDAC 2.8 RTM
While installing RM the following information might appear on your screen:
“MDAC 2.8 RTM is incompatible with this version of Windows. All of its features are currently part of Windows”. This is only a problem with Windows XP, where MDAC is a part of Service Pack 2. Ignore the information by pressing “Cancel” to continue. This should not affect Cogmed RM.

.NET must be installed
If you get this message, it means that the synchronization with Cogmed’s server has been interrupted. Insert the Cogmed JM, Cogmed RM or Cogmed QM installation CD. When the start picture appears (this will happen only if you have your Auto Run setting on “CD” in Windows), click the “Cancel” button. Open Windows Explorer. In the folder called “Install”, located on the CD, you will find a file called “dotnetfx.exe”. Double-click on the file to install.

Script error at start up
It may happen that a message saying “Script error, Continue?” appears at start-up. This is mostly related to read/write rights for the user in the folders where Cogmed JM, Cogmed RM or Cogmed QM saves data. Please check to make sure that the user has read/write access to the following folders:

Win XP: C:\Documents and settings\All users\Document
Note that the read/write access must be set by a user with administrative privileges.

Log on – “User not found”
If this error message appears when trying to log on, check the username. It is easy to forget to write the entire user name. Also, the user name should be “u123456” not “123456”. If this happens the first time you start Cogmed JM, Cogmed RM or Cogmed QM, make sure that the box “Skip synchronization” is not checked.

You have to be connected to the Internet the first time you start Cogmed JM, Cogmed RM or Cogmed QM .

Synchronization does not work
If you have synchronized before without problems, check to make sure that your Internet connection is active. If it is not active, please follow the instructions in the paragraph ”Internet connection not working”. If your connection is active, try starting Cogmed JM, Cogmed RM or Cogmed QM again. Still not working? Go to: “Internet connection not working”. If this is the first time you have started Cogmed JM, Cogmed RM or Cogmed QM and you are located at a school, please check “Proxy and/or firewall”. If you are using RM at home and have a software firewall, the firewall must be configured to allow Cogmed JM, Cogmed RM or Cogmed QM access to the Internet. For more information please read “Software firewalls blocking traffic”.

Proxy and/or firewall preventing connection to Cogmed
Cogmed JM, Cogmed RM and Cogmed QM has a built-in program that takes care of the synchronization. In most cases, if you have a working connection to the Internet, synchronization will work. But in some cases you need to configure your firewall and/or proxy to accept this program and the IP and port to which it connects.

If the network has a proxy server that controls traffic to the Internet, you might have to add the Cogmed server address to the rules. Use https://sync1.cogmed.com or IP 62.181.204.106

Contact Cogmed Technical Support if you need assistance.

Software firewalls blocking traffic
Your firewall must be configured to allow access to the Internet for the following Cogmed programs: Client.exe, Launch.exe, Launch2.exe and Start.exe. (which are located by default in C:\program files\Cogmed JM, Cogmed RM or Cogmed QM There are several different firewalls on the market (e.g. Norton Firewall; McAfee Firewall). Contact Cogmed Technical Support if you are having problems configuring your software firewall.

Screen goes blank when Cogmed JM, Cogmed RM or Cogmed QM is started (Signal out of range)
When starting Cogmed JM, Cogmed RM or Cogmed QM, the screen is optimized for best performance. In some cases, this causes the screen to go blank. This is usually caused by the drivers for the graphics card and/or monitor. If this happens, use the shortcut “Cogmed JM, Cogmed RM or Cogmed QM safe mode” instead (found in the Windows start menu).

If you can’t locate this shortcut in your start menu, look in the Cogmed JM, Cogmed RM or Cogmed QM folder under “Program files”. The program to use is called Start.exe.

Some exercises are slow
Try restarting the computer. Check that no CD is located in the CD/DVD unit. The Cogmed JM, Cogmed RM or Cogmed QM CD should only be in the CD/DVD unit during installation.

Internet connection not working
Cogmed JM, Cogmed RM and Cogmed QM should be synchronized over the Internet with Cogmed’s server before and after each training session. If your connection is down, you can use the alternative “Skip synchronization” temporarily. But be aware that this solution only works for three training sessions. If your connection is still not working after that, you should contact Cogmed Technical Support. If Cogmed JM, Cogmed RM or Cogmed QM is unable to get in touch with Cogmed’s server, a message containing the text “The underlying connection was closed” should appear. If your Internet connection is out of service and it is the first day of training, there is nothing you can do. Try again later when the Internet is up. If it is day two or later, then you could temporarily check the button “Skip synchronization” at start-up.

The program does not respond
When you are entering or exiting an exercise, the program may occasionally stop responding. This can occur if the Cogmed JM, Cogmed RM or Cogmed QM installation CD is in your CD-ROM /DVD unit. Shut down the program (Ctrl + Alt + Del) and restart. In most cases, no data will be lost and you can continue training.

The program stops responding during start up

One or more of the following errors could occur if your read/write permissions are incorrect the first time you try to start Cogmed JM, Cogmed RM or Cogmed QM:

Failed to create save folder ‘C:\Documents and Settings\All Users\Document\Cogmed JM, Cogmed RM or Cogmed QM’

APP-DB target dir ‘C:\Documents and Settings\All Users\Document\Cogmed JM, Cogmed RM or Cogmed QM doesn’t exist

No write permission in dir ‘C:\Documents and Settings\All Users\Document\Cogmed JM, Cogmed RM or Cogmed QM

Object expected. Script Error. Continue?

Issues with RoboRacing
RoboRacing starts automatically after each completed training session. If anything goes wrong at start up, you will have to complete a whole new training session before you can start RoboRacing again. If you should experience problems when RoboRacing is starting up, please contact Cogmed Technical Support for a standalone version of RoboRacing.

The keys you collect in RoboRacing cannot be transferred to another computer. This means that if you change computers during the training period, you will have to start from scratch in RoboRacing.

Other problems
If you should encounter any other problems, or if you have any questions about the program, please contact Cogmed Technical Support.