Device Troubleshooting
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      2. Device Troubleshooting

      Technical Issues

      Are you having physical or operational issues with your laser? Check here for what steps you should take to find a solution.

      Issue When Description Required Action
      Air hose has become detached Anytime Air hose has detached either from the handpiece or the power unit Take a picture of the hose and where it has detached from. Fill out this form to be contacted with further instructions.
      Air hose is damaged Anytime The Air hose is visibly damaged with a hole, puncture, or crimping, which impedes sufficient airflow. The Air hose must be replaced. Take a picture of the damaged area. Fill out this form to be contacted with further instructions.
      Device not pulsing During operation The foot pedal is depressed, the fan is turning on, but no pulse is being emitted. Fill out this form to be contacted with further instructions.
      Device not turning on Anytime The power button is placed in the ON position and nothing is happening.
      1. Check if the unit is plugged in.
      2. Is the unit plugged in?
        1. If no, plug unit it and turn it on.
        2. If yes, check if the red, emergency stop button is depressed.
      3. Is the emergency stop button depressed?
        1. If yes, release the emergency stop button and turn the unit on.
        2. If no, replace fuses and try turning the unit on.
      4. If not turning on after replacing fuses, move the laser to another room and try plugging the unit in a different electrical outlet.
      5. If the unit still does not turn on, fill out this form to be contacted with further instructions.
      Device turned off During operation The device has suddenly turned off during operation.
      1. Turn the unit off.
      2. Unplug unit. Replace fuses.
      3. Plug the unit back in and turn it on.
      4. If the unit turns on and operates normally, continue use.
      5. If the unit does not turn back on after replacing the fuses, fill out this form to be contacted with further instructions.
      Energy appears to be lower than normal Anytime Feeling, endpoints, or results appear different during routine operation Fill out this form to be contacted with further instructions.
      Fan is not turning on During operation The foot pedal is depressed and the laser is pulsing, but the cooling fan does not turn on. Fill out this form to be contacted with further instructions.
      Handpiece is hot During operation Sufficient air cooling is not occurring. Fill out this form to be contacted with further instructions.
      Lens appears damaged Anytime The inside or outside of any lens is not completely clear but has a visible mark that cannot be removed by the standard cleaning protocol. The lens must be replaced. Take a picture of the lens. Fill out this form to be contacted with further instructions.
      Service light is on Anytime The device has emitted 1,000,000 pulses and regular service is due soon. It is advised to schedule maintenance. Fill out this form to be to schedule service and receive further instructions.