Troubleshooter • EMDR Kit

Which variant do you have?(Required)

EMDR Kit Wireless: (Controlled with EMDR Kit app on phone or tablet)

EMDR Kit Classic: (Controlled with Controller)

Which EMDR Kit Wireless variant do you have?(Required)

Most recent set

Older set

Which EMDR Kit Classic model do you have?(Required)

Older set

Most recent set

We recommend to fill in this troubleshooter instead.

Which Classic component are you experiencing an issue with?

Light Tube

Pulsators

Headphone

Tripod

Controller

Other

What problem are you experiencing with your Classic Controller?(Required)

My controller does not work or does not go on.

Other

What problem are you experiencing with your Classic Pulsators?(Required)

One Pulsator is not working.

Both Pulsators are not working

Other

Please try disconnecting and then reconnecting the pulsators from the wire, as this may resolve the issue. Also, please try disconnecting and then reconnecting the pulsators from the Controller. If the problem persists, proceed with the next steps.

The wire connecting to the pulsators may experience wear and tear over time, potentially weakening its connection and effectiveness. Additionally, there could be a defect in the pulsator itself. To diagnose the issue, please follow these steps: 1: Disconnect the malfunctioning pulsator from the wire. 2: Disconnect the functioning pulsator as well. 4: Swap their positions: Connect the malfunctioning pulsator to the wire end where the functioning one was, and vice versa. 4: Observe the results: – If the same pulsator continues to malfunction, it is defective and needs replacement. – If the previously functioning pulsator now malfunctions, the issue lies with the wire. Should the issue be related to the wire, a new one can be ordered here. Please note that wires are not covered under our warranty policy. If the issue is not related to the wire, please proceed.

What problem are you experiencing with your Classic Light Tube?(Required)

Damaged Light Tube or cable.

The Light on my Light Tube is not behaving as intended.

There is no light at all when I turn on the controller

Other

Could you please gently wiggle the cable while the controller is turned on to check if it affects the issue? If moving the cable impacts the problem, it’s likely that the cable is faulty.

Does moving/wiggling the cable seem to impact the issue?(Required)

Yes, wiggling or moving the cable seems to affect the issue.

No, wiggling or moving the cable does not affect the issue.

There might be dust obstructing the connection. Please detach the USB cable from the controller and forcefully blow into both the controller’s USB port and the light tube’s USB connector. If this doesn’t resolve the issue, please continue with the next steps.

Controller software version(Required)

Upon powering on the Controller, you will see a number displayed, indicating its software version. Please note and report the number that appears when you turn on the Controller. If your controller does not turn on, please fill in the troubleshooter again and select that you have an issue with the controller (not with the light tube).

Which (Wireless) component are you experiencing a problem with?(Required)

Light Tube

Pulsators / Dockingstation

Headphone

Tripod

Other

What problem are you experiencing with your Wireless Headphones?

I am experiencing a connection issue.

I am experiencing a different issue.

If you can not connect with the Headphone, the next few points might help you to make a connection with the Headphone:

Make sure the Headphone is charged with the micro-USB charger.
Now, press the on/off button on the Headphone until a blue and red light starts flashing. This indicates that the Headphone is in pairing mode and is able to make a new connection.
Go to Settings on your device.
Open the Bluetooth settings.
Make sure Bluetooth is turned ON on your device.
Search for Bluetooth devices with your phone/tablet. The “EMDR Kit Headphone” should appear.
Connect to the Headphone

Also make sure, your Headphone is not currently connected with a different phone/tablet. If the Light on your headphone is stable blue it means it is currently already connected with a device. In that case, unpair it from that device or turn Bluetooth OFF on that device.
Are you still experiencing an issue? Please proceed.

What problem are you experiencing with your Wireless Pulsators or Dockingstation?(Required)

I am experiencing a connection issue.

One or both Pulsators are not charging.

I am experiencing a different issue.

What type of connection issue are you experiencing with your Wireless Pulsators??(Required)

I can not connect at all with one or both Pulsators.

The connection with one or both Pulsators is lost during use.

The battery of one or both of the Pulsators could be low or empty. When charging, the LED light on the Pulsators should turn green when sufficiently charged and blinking red when charging. Did you succesfully charge the Pulsators with the charger plugged into the power supply? When the Pulsators are not connected with the EMDR Kit app they should show the following colors when being charged in the dockinstation when the charger is attached:

The Pulsators are charging.

Pulsator is fully charged

Are your Pulsators charging as intended?(Required)

No, my Pulsators are not charging as intended.

Yes, my Pulsators are charging as intended.

Shake to activate the Pulsators. The LED lights on the Pulsators will start flashing blue, indicating that they are ready to be connected. After activation, the Pulsators are available to connect for 30 seconds. After this period, they automatically turn off again if they are not connected. Shake the Pulsators again if they were not connected within 30 seconds.

The Pulsator is activated and ready to connect.
When the Pulsator is activated, you can connect it through the Connect menu in the EMDR Kit app.

A stable Blue light means the Pulsator is connected.
When the Pulsator is succesfully connected, the color on it will turn a stable blue.

If this is information does not solve the issue you are experiencing, please proceed.

It’s possible that the outlet you are using is not working. Try a different outlet. If that doesn’t work either, please proceed.

Does the issue concern one or both Pulsators?(Required)

One Pulsator

Both Pulators

The issue you experience could be explained when the pulsator is damaged, for example from falling.

Is there any visual damage or irregularity to the Pulsator(s) that could explain the charging issue?(Required)

Yes

The issue you experience could be explained when the pulsator is damaged, for example from falling.

Is there any visual damage or irregularity to the Pulsator(s) that could explain the connection issue?(Required)

Yes

What problem are you experiencing with your Wireless Light Tube?(Required)

When you connect the charger to the Light Tube and it turned off, the LED on the lamp should blink red (charging) or turn green (fully charged).

Charging:

Fully charged:

If the charger is attached and there is no charging signal on the Light Tube or if you still think something is not right, please proceed.

It’s possible that the outlet you are using is not working. Try a different outlet. If that doesn’t work either, please proceed.

What type of connection issue are you experiencing?(Required)

I am losing the connection during use.

I am not able to connect at all.

When you connect the charger to the Light Tube and to the power supply, a red light should start blinking, or a green light should appear on the left side of the Light Tube. Red means the Light Tube is charging and Green means it is fully charged.

Charging:

Fully charged:

Is your Light Tube charging correctly?(Required)

Yes, it is charging or fully charged.

No, it is not charging. There is not a Light on the Light Tube at all.

It’s possible that the outlet you are using is not working. Try a different outlet. If that doesn’t work either, please proceed.

On the side of the Light Tube there is an ON/OFF switch. If you press and hold it, it will start blinking blue, indicating it is powered on and ready to connect. You can then connect it through the connect menu in the EMDR Kit.

Available for connection:

Connected:

This is how to connect to the Light Tube through the EMDR Kit app:

If you can still not get a connection, please proceed.

Our equipment needs access to Bluetooth in order to work. Make sure Bluetooth is turned on on your device.

For iOS Devices (iPhone, iPad):

Open Settings: Tap on the ‘Settings’ icon on your home screen.
Access Bluetooth Settings: In the Settings menu, tap on ‘Bluetooth’.
Turn on Bluetooth: Toggle the Bluetooth switch to the ‘On’ position. It will turn green when it’s on.

For Android Devices:

Access Quick Settings: Swipe down from the top of the screen to open the quick settings panel.
Find the Bluetooth Icon: Look for the Bluetooth icon. It’s usually represented by a stylized ‘B’.
Turn on Bluetooth: Tap the Bluetooth icon to turn it on. When Bluetooth is on, the icon typically lights up or changes color.

If Bluetooth is turned on and you still experience an issue with connecting, please proceed.

Android devices need access to the location for Bluetooth to work properly. Could you check if the app has access to the location and if this is turned on? You can follow these steps:

Enable location services

Open the Device Settings.
Scroll to “Location,” “Location Services,” or something similar in the settings menu.
Enable Location Services.

Change app permissions

On your device, open the Settings.
Tap Apps.
Tap the app you want to change. If you can’t find it, tap See all apps.
Then, choose EMDR Kit app.
Tap Permissions. If you allowed or denied any permissions for the app, you’ll find them here.
To change a permission setting, tap it, then choose Allow or Don’t allow.

Note that the EMDR Kit app does not actually track your location. It is just a pre-requisite from Google for our app to work properly. If you have already checked this, or if you are not using an Android device, and still experience an issues with connecting, please proceed.

It is important that the operation system (iOS or Android) on your phone or tablet is up to date. Did you check if you have the latest version of the operation system installed on your phone or tablet?

For iOS Devices (iPhone, iPad):

Open Settings: Tap on the ‘Settings’ icon on your home screen.
Go to General: In the Settings menu, scroll down and tap on ‘General’.
Software Update: Tap on ‘Software Update’. This option is usually at the top of the General settings.
Check for Updates: Your device will check for updates. If an update is available, it will be displayed here.
Follow Instructions: If an update is available, follow the on-screen instructions to download and install it. Make sure your device is connected to Wi-Fi and is sufficiently charged or plugged in.

For Android Devices:

Open Settings: Swipe down from the top of the screen and tap the gear icon to open ‘Settings’, or find the ‘Settings’ app in your app drawer.
Scroll to the Bottom: Scroll down to the bottom of the Settings menu.
System Updates: Look for ‘System’, ‘System updates’, or ‘About phone’ (the exact wording may vary depending on the device).
Check for Updates: Tap on ‘System updates’ or a similar option. Your phone will check for available updates.
Download and Install: If an update is available, follow the prompts to download and install it. Ensure your device is connected to Wi-Fi and has enough battery life, or plug it in during the update.

If your operation system is up to date, please proceed.

It might help to let the EMDR Kit app forget all it’s previous connections so you can set up fresh connections with the parts you want to connect to at this moment. Follow these steps: – Open the EMDR Kit app – Tap on Connect – Tap on Forget All and proceed. – All previous connections are now forgotten and you can establish new connections.

Your Light Tube may currently be in Blinking Mode, where the light dot moves back and forth in a blinking pattern. To change this, tap the Light Tube icon in the EMDR Kit app and select a different mode, like Sweeping Mode. If the problem isn’t caused by Blinking Mode, please continue with further steps.

What issue are you experiencing with your tripod?

My tripod is damaged or has a deficit

Other

Did you already test with a different device to see if the issue occurs with a different phone as well? (Preferably with a different model) If it does happen with other devices as well, please proceed.

What device(s) have you experienced this issue with?(Required)

Please also mention the iOS or Android version.

Please upload one or more video or photo files that clarify the issue.(Required)

Drop files here or

Max. file size: 24 MB, Max. files: 3.

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On your product, there might be a productcode as shown in the picture below. If so, please fill it in. If there is no such code on your product, please leave this field empty and continue.

Product code

Unfortunately your Light Tube does not fall under warranty terms. We advise to purchase a new product. You can purchase a new Light Tube here.

Unfortunately your Heapdhone does not fall under warranty terms. We advise to purchase a new product. You can purchase a new Headphone here.

Unfortunately your Tripod does not fall under warranty terms. We advise to purchase a new product. You can purchase a new Tripod here.

Description or additional remarks (Optional)

Please describe the problem you are experiencing in as much detail as possible, so we can assist you as efficiently as possible.

Please upload one or more video or photo files that clarify the issue. (Optional)

Drop files here or

Max. file size: 8 MB, Max. files: 3.

Order number or invoice number

You can find the order number in your purchase confirmation email, invoice, or packing slip, while the invoice number is noted on the invoice itself, also sent to you digitally.

Name(Required)

First name Last name

Business name (Optional)

Business name

E-mailadres(Required)

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