NeuroCognica
Support
How to reach us
Email: holtmichael1@gmail.com
Put "ChronoSophia" in the subject line, and include your order reference if you have one. That is the whole process — no portal, no ticket number to chase, no form.
Use the same address for refunds (see the Refund Policy), licence transfers, and questions before buying.
What to expect: acknowledgement within 2 business days, a substantive reply within 5. NeuroCognica is one person, so if a reply is going to be slow you will be told it is slow rather than left in silence. Anything that stops the app launching, or risks your work, jumps the queue.
Before you email: send a support bundle
Most problems are solved in one round-trip if you attach a support bundle. It packages your version, install paths, service status, recent log tails, and any problem reports you saved.
In the app: open Diagnostics (click the service dots in the header) → System → Create Support Bundle. The folder opens when it finishes. Zip it and attach it to your email.
That is the only step. You never need a terminal.
Reporting a problem from inside the app
Click the bug button in the header, describe what happened, and paste a screenshot if you have one (Ctrl+V works).
The report is saved on your machine — nothing is transmitted. That is deliberate: the product makes no network calls with your data. To get a report to us, create a support bundle as above and email it; the bundle picks up saved reports automatically.
What is in a support bundle
- Application version, build, and update channel
- Install and data directory paths
- Service reachability (Ollama, Director, ComfyUI, Blender)
- Recent local log tails
- Your telemetry consent settings
- Any problem reports you saved with the bug button, including screenshots
What is not in it: your renders, your .blend files, your model files, and —
by design — your prompt text. Log tails can occasionally contain a file path
that includes a folder name you chose. If anything in the bundle looks
sensitive, open the folder and delete that file before sending; we will work
without it.
Useful things to tell us
- What you did, what happened, and what you expected instead
- The version shown in Diagnostics ▸ System
- Whether it ever worked, or failed from the very first run
Common problems
"Windows protected your PC" when installing. Expected — the installer is not yet code-signed. Verify the download's SHA-256 first, then choose More info → Run anyway. See VERIFY_DOWNLOAD.md.
A museum or canvas render refuses to start. Those paths need the Flux image models, a separate ~29 GB download on NVIDIA (or ~9 GB on CPU). The installer offers that download as a consented task; if you skipped it, the error names the missing file. See WHAT_YOU_GET.md and MODEL_LICENSES.md.
A service dot is dark, or a render fails. Open Diagnostics and check the service list. The app starts and restarts its own services; if one stays down, send a support bundle.
It is slow. A first render loads several gigabytes of models. Later renders in the same session are much faster. CPU-only machines are dramatically slower than an NVIDIA GPU — expected, not a fault.