When using the Central Software, it is possible to receive a message that indiciates packet drop or packet loss. This indicates that some data was lost between the data acquisition system and the PC. Since this error typically is due to an issue with ethernet communication, it is more common to see on Neural Signal Processor systems than CerePlex Direct systems. 

It is important to note that a packet loss message does not always indicate that actual experimental data has been lost, it could indicate the loss of configuration data sent to the Neural Signal Processor, or it could indicate that unnecessary information has been lost, such as 'Preview Data' a special 'behind the scenes' data stream that helps power some of the visualizations in Central.

Packet loss can typically be narrowed down to a few root cause items:

Taking the actions below should generally resolve packet loss issues.

Find our helpdesk article on our currently recommended ethernet card types. 

Make sure that you are using a Cat6 ethernet cable. Avoid excessively long cables, as these can be more susceptible to attenuation and damage.

1. Disable Windows Firewall
a. Click on Start->Type “firewall”->Click on “Windows Firewall and Advance Security”.
b. Click on Windows Firewall Properties in the middle of the window.
c. Go through every tab and make sure Windows firewall if turned off.

2. Uninstall anti-virus software
a. Click on Start->Type “uninstall a program”->Click on “Uninstall a Program”.
b. Find the anti-virus program.
c. Right click on it and select “Uninstall”.
d. Follow the instructions.

3. Disable Windows Defender
a. Click on Start->Type "windows defender"->Click on "Windows Defender".
b. Click on Tools
c. Click on Options
d. Under "Administrator" uncheck "Use this program".
e. Under "Real-time protection" uncheck "Use real-time protection".
f. Under "Automatic scanning" uncheck "Automatically scan my computer."

4. Remove all pre-installed software that may run in the background
a. Click on Start->Type “uninstall a program”->Click on “Uninstall a Program”.
b. Find the program you would like to uninstall.
c. Right click on it and select “Uninstall”.
d. Follow the instructions.

5. Avoid installing any unnecessary software. Examples of unnecessary software are, iTunes, DVD players, and system monitors. Any software than runs in the background (Apple updater, Adobe updater, etc.) needs to be disabled or removed.

6. Disable Windows Restore
a. Click on Start->Type “System”->Under “Control Panel” section click on “System”.
b. On the left-hand menu click on “System Protection”.
c. Choose a drive from the list and then click on “Configure…”.
d. Choose “Turn off system protection”.
e. Choose “Yes” when a warning pops up.
f. Repeat the last three steps for each additional hard drive on the list.

7. Disable Sound. In Windows Vista and 7 Microsoft gave sound higher priority over Ethernet to better meet gamers needs. This became problematic for users needing high-throughput Ethernet communication. For this reason you need to disable sound to avoid packets from being dropped.
a. Click on Start->Type “device manager”->Click on “Device Manager”.
b. Double click on “Sound, video and game controllers” to expand it.
c. Right click on every device in that category and choose “Disable”.
d. Choose “Yes” when a warning pops up.

8. Disable automatic Windows update. It’s very important for your computer to be up-to-date on its Windows software, but this should only happen when you are not running an experiment.
a. Click on Start->Type “windows update”->Click on “Windows Update”.
b. On the left-hand menu click on “Change Settings”.
c. On the drop down menu choose “Check for updates, but let me choose whether to download or install them”.

9. Disable system notifications: Once you disable some of the features of Windows, notifications will pop-up in the notification area. Disabling them is advices.
a. Click on Start->Type “action center”->Click on “Action Center”.
b. On the left hand menu, click on “User Action Center Settings”.
c. Under “Security messages”, uncheck all expect for “Windows Update”.
d. Under “Maintenance Messages”, uncheck all except for “Check for updates”.

10. Ensure other Ethernet Ports are also optimized: In some cases, ethernet cards on the same computer can interfere with either by occupying network resources.
a. Configure other ethernet ports on the same computer to the same configuration as mentioned in the Central Instructions for Use, but with different IP addresses.

11. Disable other Ethernet Ports
a. Go to the "Network and Sharing Center"
b. On the left panel click on the "Change adapter settings"
c. right-click on the icon with is not associated with the NSP and select "Disable". For example disable the port which is being used for internet connection.