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 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 Slow or Incomplete Charging issues

Is the device charging slowly or incompletely?Yes:<ul type="disc"><li>Possible Root Cause:Adapter issue<ul type="circle"><li>Suggested Action: Use the original adapter or a known good adapter to charge.</li></ul></li><li>Possible Root Cause:Adapter power is too low<ul type="circle"><li>Suggested Action: For USB type, suggest using a high-power adapter to charge.</li></ul></li><li>Possible Root Cause:The device itself is faulty<ul type="circle"><li>Suggested Action: If within warranty, begin the replacement process.</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>.

Slow or Incomplete Charging

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 Device Mechanical issues

Is there a mechanical issue with the device?Yes:<ul type="disc"><li>Possible Root Cause:Damaged charging port, cracked housing, piston, or shaft<ul type="circle"><li>Suggested Action: Ensure customers use the original charging wire for charging.</li></ul></li><li>Possible Root Cause:Impact damage from abuse or dropping<ul type="circle"><li>Suggested Action: Inform customers to avoid excessive force, abusive use, and dropping the device from high positions.</li></ul></li><li>Possible Root Cause:The device itself is faulty<ul type="circle"><li>Suggested Action: If within warranty, begin the replacement process.</li></ul></li></ul>Is there damage to the attachment?Yes:<ul type="disc"><li>Possible Root Cause:The attachment has significant abrasion and damage<ul type="circle"><li>Suggested Action: Recommend customers use slight force and low speed.</li></ul></li><li>Possible Root Cause:Oil leaking from the device<ul type="circle"><li>Suggested Action: Instruct customers to clean the oil and avoid applying too much oil on the push rod.</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>.

Mechanical Issues

Follow these steps to diagnose and resolve Device Operation issues

Is the device not working properly?Yes:<ul type="disc"><li>The power button of the device has no feeling:<ul type="circle"><li>Possible Root Cause:The power button is cracked or missing<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process .</li></ul></li></ul></li><li>No action after pressing the power button:<ul type="circle"><li>Possible Root Cause:Battery is depleted<ul type="square"><li>Suggested Action: Charge the device and try again.</li></ul></li><li>Possible Root Cause:The device itself is faulty<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process. </li></ul></li></ul></li><li>LED lights on but the device does not work:<ul type="circle"><li>Possible Root Cause:Battery is depleted<ul type="square"><li>Suggested Action: Charge the device and try again.</li></ul></li><li>Possible Root Cause:The device itself is faulty<ul type="square"><li>Suggested Action: If within warranty, begin the replacement process. </li></ul></li></ul></li><li>Turns on for a few seconds and then off:<ul type="circle"><li>Possible Root Cause:Battery is depleted<ul type="square"><li>Suggested Action: Charge the device and try again.</li></ul></li><li>Possible Root Cause:The device itself is faulty<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>.

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