Troubleshooting

Fully discharged battery, switch left on OFF, or faulty charger.

1. Check the position of the ON/OFF switch at the back of the base.
2. Plug in the supplied USB-C mains charger and let it charge for at least 30 minutes before trying again.
3. Check that the charging LED at the back of the base lights up red. If it stays off, try another USB-C cable, then another wall socket.
4. Switch the equipment on again: the central LED of the bar should blink green 3 times.

Charging still in progress, underpowered charger, or a cable delivering very little current.

1. Leave the equipment charging for 4 hours straight, switched off.
2. Use the supplied mains charger rather than a computer USB port, which is far less powerful.
3. Try another USB-C cable.
4. If the LED is still red after a full night of charging, contact us.

Battery ageing, repeated deep discharges, or use at high light intensity.

1. Recharge the equipment before it falls below 10 % battery: deep discharges permanently damage the cell.
2. Lower the light intensity of the bar from the app or the remote control: it is the main power drain.
3. Switch the equipment off with the switch between sessions rather than leaving it on.
4. Store it at room temperature, between 10 °C and 40 °C.

Battery too low, or countdown mode enabled.

1. Check the battery level: at the top right of the app, or with the settings button on the remote control outside of sweeps.
2. Check that countdown mode is not active: it deliberately stops the sweeps after a set duration.
3. Plug in the mains charger to continue the session.

Intensity set very low, or a faulty LED section.

1. Increase the light intensity from the app, or with the bulb button on the remote control.
2. Change the LED colour to see whether the fault follows the colour or stays in the same place.
3. Switch the equipment off and on again.
4. If an area stays dark whatever the colour, it is a hardware fault: contact us, the equipment has a 2-year warranty.

Low battery, or dynamic mode enabled.

1. Recharge the equipment: flickering is often the first sign of a battery running out.
2. Turn off dynamic mode with the settings button on the remote control during the sweeps: that mode varies the intensity on purpose.
3. If the flickering persists while the equipment is plugged into the mains, contact us.

The blinks of the central LED indicate the state of the equipment.

1. 3 green blinks at start-up: the equipment is booting normally.
2. Green blinking: you have entered a setting mode from the remote control (light intensity, vibration intensity or countdown).
3. Red blinking: you have just left a setting mode.
4. To leave a setting mode, press again the button that took you into it.

Bluetooth off, equipment switched off, or equipment already connected to another phone.

1. Check that the equipment is on: the central LED blinked green 3 times.
2. Turn on Bluetooth and location on your phone. On Android, location is required to scan for Bluetooth devices.
3. Make sure no other phone or tablet is already connected: only one device at a time can control the equipment.
4. Fully close the app, then open it again.
5. Move within 2 metres of the equipment while it connects.

A previous Bluetooth session was not closed, or the device was paired manually in the phone settings.

1. Switch the equipment off and on again with the switch on the base.
2. Turn the phone's Bluetooth off, then back on.
3. Force-quit the app, then start it again.
4. If the equipment was paired manually in the phone's Bluetooth settings, remove that pairing and try again.

Too much distance, an obstacle between devices, or the phone going to sleep.

1. Keep the phone within reach, less than 5 metres away and with no wall in between.
2. Turn off battery-saving modes that suspend background apps.
3. Keep the phone screen on during the session.
4. If disconnections persist, run the session with the remote control, which does not rely on Bluetooth.

Outdated app version, or permissions denied.

1. Update the EMDR Pro app from the App Store or the Play Store.
2. In the phone settings, check that the app has the Bluetooth and location permissions.
3. Uninstall then reinstall the app.
4. Restart the phone.

Dead battery, or the insulating film still in the battery compartment.

1. Remove the plastic insulating film from the battery compartment if it is still there.
2. Replace the coin cell with a new one of the same model, the right way round.
3. Stand facing the equipment, less than 5 metres away.
4. Check that the equipment is on and that no setting mode is active (central LED blinking green).

These buttons only work inside a setting mode.

1. First press the button of the setting you want: bulb for light intensity, tapper for vibration intensity, clock for the countdown.
2. The central LED then blinks green: you are in the setting mode and the + and − buttons are active.
3. Press the same button again to leave it: the central LED blinks red.

The equipment is still in a setting mode, or the countdown has reached zero.

1. Leave any setting mode by pressing the corresponding button again.
2. If countdown mode is active and finished, press + to add sweeps, or turn the mode off with the clock button.
3. Check that no smartphone is currently controlling the equipment.

Plug not fully inserted, tapper module disabled in the app, or intensity at minimum.

1. Push the tappers' jack plug firmly all the way into the left side of the base.
2. In the app, check that the “Tappers” module is enabled.
3. Increase the vibration intensity from the app, or with the tapper button on the remote control then the + and − buttons.
4. Start the sweeps: the tappers only work during a sweep.

Jack plug partly inserted, or damaged cable.

1. Unplug and firmly plug the jack back in.
2. Inspect the cable along its whole length, especially near the connectors.
3. If the fault persists, contact us: the tappers and their cable are covered by the warranty.

Intensity set to minimum, or tappers not held properly.

1. Increase the vibration intensity from the app or the remote control.
2. Ask the patient to rest the tappers in the palm of the hand without squeezing them: the vibration is felt better against the palm.
3. Check the battery level: a low battery reduces vibration power.

Headset not in pairing mode, or already connected to another device.

1. Hold the headset ON/OFF button for 5 seconds: the LED blinks alternately red and blue, meaning it is searching.
2. In the Bluetooth settings of your smartphone or tablet, select “BQ-618” in the list of available devices. A beep confirms the connection.
3. If the headset does not appear, switch it off, turn off Bluetooth on other nearby devices, then start again.

Audio module disabled in the app, volume at minimum, or sound routed to the phone speaker.

1. In the app, check that the “Audio” module is enabled and that a sound type is selected.
2. Turn up the volume with the + and − buttons on the headset, then the phone media volume.
3. Start the sweeps: sound is only played during a sweep.
4. In the phone settings, check that the audio output is indeed the BQ-618 headset.

Bluetooth interference, or a low headset battery.

1. Recharge the headset with its USB cable.
2. Move away from other Bluetooth or Wi-Fi sources (internet router, other phones).
3. Bring the phone closer to the headset.
4. Close other apps using sound on the phone.

Cable without data wires, faulty USB port, or missing driver.

1. Use a USB-C data cable: by far the most frequent cause.
2. Change USB port on the computer, preferring a port on the machine itself rather than a hub.
3. Check that the equipment is switched on.
4. On Windows, install the matching USB-serial driver (Silicon Labs CP210x, or CH340), then plug it back in.
5. Use Google Chrome, Microsoft Edge or Opera on a computer: other browsers cannot access the port.

The equipment did not enter programming mode.

1. Unplug the USB-C cable, switch the equipment off, switch it back on, then plug it in again.
2. Reload the update page and run the procedure again.
3. Close any other software that may be holding the serial port, as well as other update tabs.
4. Try another USB port.

Cable unplugged, computer going to sleep, or loss of internet connection.

1. Do not worry: the procedure can be run again as many times as needed.
2. Plug the cable back in, reload the update page and run the full installation again.
3. Turn off computer sleep for the duration of the operation.
4. If the equipment is no longer detected at all after several attempts, contact us.