Using the EMDR Kit Troubleshooter
The EMDR Kit Troubleshooter is an interactive online tool designed to help clinicians quickly diagnose and resolve technical issues with their EMDR equipment. Whether you are using the Wireless or Classic version, this tool provides step-by-step guidance to get your session back on track without waiting for a support email.
By following the logic-based prompts, you can identify if a problem is related to software settings, Bluetooth connectivity, or a physical hardware defect in just a few clicks.
How to Access the Troubleshooter
The troubleshooter is a web-based application accessible from any smartphone, tablet, or computer with an internet connection.
Visit the Website: Go to the official EMDR Kit website and navigate to the Support page or click this link to go to the troubleshooter directly.
Select Your Hardware: Choose between the EMDR Kit Wireless or the EMDR Kit Classic to start the relevant diagnostic path.
Answer the Questions: The tool will present simple questions regarding your specific issue, such as "Is the LightTube charging?" or "Is the app showing a connection error?"
Common Issues Resolved by the Tool
The troubleshooter is updated regularly to include solutions for the most frequent clinician inquiries, including:
Wireless Connectivity: Fixing pairing issues between the app and the LightTube or Pulsators.
Power & Charging: Diagnosing why a battery might not be charging or why a controller won't turn on.
App Permissions: Ensuring your mobile device has the correct Bluetooth and Location settings enabled for the Wireless app to function.
Why Use the Troubleshooter First?
Using the automated tool is the fastest way to handle technical hurdles because:
Immediate Results: Most common "glitches" are solved by simple setting adjustments that the tool identifies instantly.
Accurate Diagnostics: It uses the same diagnostic steps as our technical support team, ensuring no stone is left unturned.
Warranty Integration: If the troubleshooter determines that a component is defective and still under its 2-year warranty, it will provide a summary of the findings to our team to expedite your replacement request.
If the Issue Persists
If the troubleshooter cannot find a solution, it will automatically generate a contact form for our support team if you submit the form. This form will include the steps you have already taken, allowing our support colleagues to assist you more efficiently.