Follow these steps to diagnose and resolve common charging problems

Is the Charging LED lighting up?No:<ul><li>Possible Root Cause: Power adapter/cable issue Suggested Action: Use another good adapter/cable to try.</li><li>Possible Root Cause: Adapter not connected well Suggested Action: Ensure the adapter and charging wire are well connected.</li><li>Possible Root Cause: The device does not work Suggested Action: If within warranty, begin the replacement process.</li></ul>Yes:Proceed to the next question.Is the device charging?No:<ul><li>Possible Root Cause: Power adapter/cable issue Suggested Action: Use another good adapter/cable to try.</li><li>Possible Root Cause: The device protects itself, and charging time is not enough Suggested Action: Charge the device for longer (recommend 1 hour).</li><li>Possible Root Cause: Device issue Suggested Action: If within warranty, begin the replacement process.</li></ul>&#xA0;&#xA0;For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748">here</a>.

Device Not Charging

Follow these steps to diagnose and resolve issues related to lack of device power.

1. Is the Charging LED lighting up?<ul type="disc"><li>No:<ul type="circle"><li>Possible Root Cause: Power adapter/cable issue<ul type="square"><li>Suggested Action: Use another good adapter/cable to try.</li></ul></li><li>Possible Root Cause: Adapter not connected well<ul type="square"><li>Suggested Action: Ensure the adapter and charging wire are well connected.</li></ul></li><li>Possible Root Cause: The device does not work<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul></li><li>Yes:<ul type="circle"><li>Proceed to the next question.</li></ul></li></ul>2. Is the device charging?<ul type="disc"><li>No:<ul type="circle"><li>Possible Root Cause: Power adapter/cable issue<ul type="square"><li>Suggested Action: Use another good adapter/cable to try.</li></ul></li><li>Possible Root Cause: The device protects and charging time not enough<ul type="square"><li>Suggested Action: Charge the device for longer (recommend 1 hour).</li></ul></li><li>Possible Root Cause: Device issue<ul type="square"><li>Suggested Action:If within warranty, begin the replacement process.</li></ul></li></ul></li></ul>For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748" id="isPasted">here</a>.

Can't Power On

Follow these steps to diagnose and resolve rapid battery drain issues

1. Is the run time shorter than advertised?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause: Charging time is not enough, device not fully charged<ul type="square"><li>Suggested Action: Charge the device for a longer time (recommend 1 hour).</li></ul></li><li>Possible Root Cause: Device issue<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul></li></ul>Slow Charging or Incomplete Charging1. Is the charging time very long and still not fully charged?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause: Adapter issue<ul type="square"><li>Suggested Action: Use original or known good adapter to charge.</li></ul></li><li>Possible Root Cause: Adapter power too low (for USB type)<ul type="square"><li>Suggested Action: Use high-power adapter to charge (for USB type).</li></ul></li><li>Possible Root Cause: Device issue<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul></li></ul>For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748">here</a>.

Battery Runs Out Quickly

Follow these steps to diagnose and resolve Device Rattling issues

Is there internal noise or obvious noise when the device is working?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause:Loose piece inside<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li><li>Possible Root Cause:Motor noise<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul></li><li>No:<ul type="circle"><li>Proceed to the next question.</li></ul></li></ul>Is the device louder than the specification?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause:No obvious noise, but customer feels the sound is loud<ul type="square"><li>Suggested Action: It is normal; this sound is from the design itself and cannot be eliminated.</li></ul></li></ul></li></ul> For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748">here</a>.

Rattling Noise

Follow these steps to diagnose and resolve issues where the air chamber does not deflate

1. Is the air chamber not deflating or inflating?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause: False defect<ul type="square"><li>Suggested Action: Repower the device to check if software is stuck, then check deflation.</li></ul></li><li>Possible Root Cause: Device issue (valve defect)<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul></li></ul> For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748">here</a>.

Air Chamber Does Not Deflate

Follow these steps to diagnose and resolve issues where there is no vibration.

1. Is the motor not working?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause: Vibration button issue<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li><li>Possible Root Cause: Device issue (motor defect/internal connection/PCBA)<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul></li></ul>For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748" id="isPasted">here</a>.

No Vibration

Follow these steps to diagnose and resolve issues with the Heart Rate sensor.

1. Is the HR sensor not working?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause: Test method issue, sensor not touching skin well<ul type="square"><li>Suggested Action: Refer to manual, ensure sensor contacts skin properly.</li></ul></li><li>Possible Root Cause: Device issue<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul></li></ul>For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748" id="isPasted">here</a>.

Heart Rate Sensor Issue

Follow these steps to diagnose and resolve Bluetooth connectivity issues.

1. Cannot connect to app or device not working?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause: Firmware not latest version<ul type="square"><li>Suggested Action: Update device firmware and try again.</li></ul></li><li>Possible Root Cause: Phone version or system not supporting connectivity<ul type="square"><li>Suggested Action: Try using another system phone; if Android fails, try iOS.</li></ul></li></ul></li></ul>For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748" id="isPasted">here</a>.

Bluetooth Connectivity Issue

Follow these steps to diagnose and resolve issues where the heat function is not working

1. Is the heat function not working?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause: Button issue or not being pressed<ul type="square"><li>Suggested Action: Ensure heat button LED indicator is on.</li></ul></li><li>Possible Root Cause: User experience<ul type="square"><li>Suggested Action: Increase heat intensity by heat button.</li></ul></li><li>Possible Root Cause: Device issue<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul></li></ul>&#xA0;For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748" id="isPasted">here</a>.

Heat Function Not Working

Follow these steps to diagnose and resolve issues related to overheating.

1. Does the device feel excessively hot?<ul type="disc"><li>Yes:<ul type="circle"><li>Possible Root Cause: User preference<ul type="square"><li>Suggested Action: Lower heat intensity using the heat button.</li></ul></li><li>Possible Root Cause: Device issue<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul></li></ul>For steps on how to complete a warranty replacement, click <a href="https://agent-knowledgebase.gorgias.help/en-US/how-to-process-a-warranty-request-544748" id="isPasted">here</a>.

Overheating

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