The Orange blinking light means that there is a connection error somewhere between the GO unit and the Pain Relief Pads. 

 

Troubleshooting Steps:

  1. Make sure both Pain Relief Pads are sticky and placed on CLEAN skin. Both Pain Relief pads must be fully adhered to the skin.
  2. Make Sure both Pain Relief Pads are properly plugged into the Lead Wire. They should hear a click when connected correctly.
  3. Make sure the lead wire is plugged into GO unit. It should be a snug fit.
  4. There is a step by step guide at : https://www.biowave.com/gotutorial/            
  5. If the customer still has a connection error after completing the troubleshooting, if could be a software error, ask customer if they have downloaded the app:
    1. If Yes:  (Make sure they have the latest version-very important) If not:  re-download.
      1. Ask them to click on the app menu (3 horizontal line upper right hand corner)
      2. Have them click on "Check for Updates"  
      3. Have them update their firmware
    2. If No: 
      1. Ask if they want to take a few minutes to download the app
      2. If Yes: have them  go to apple or google play and search "BioWave Go" & download the app
      3. Ask them to click on the app menu (3 horizontal line upper righthand corner)
      4. Have them click on "Check for Updates"  
      5. Have them update their firmware

 

If the troubleshooting doesn’t work or the customer doesn’t want to download the app escalate the ticket and let the customer know we are going to:

  1. Replace their unit at no charge with our Zero Downtime Warranty. 
  2. Once they get their replacement unit, we ask that they send back the malfunctioning unit with the enclosed prepaid return shipping label. 
  3. Create “Equipment Issue" ticket to Anthony