Troubleshooting the EMDR Kit Wireless Light Tube
To provide the best solution, we first need to identify which version of the Wireless Light Tube you are using.
Identify Your Model
New Light Tube: Made of aluminium, mounted on a tripod, and uses a separate docking station to charge the pulsators if you have them.
Old Light Tube: Made of plastic, has a fixed base, and features two integrated docking slots in the base to charge the pulsators if you have them.
1. Issues with the NEW Light Tube (Aluminium)
Charging Issues
Check the LED: When the charger is connected and the tube is OFF, the LED on the side should blink red (charging) or stay green (fully charged). The charging port is located on the side of the tube.
Try a different outlet: It's possible the outlet you are using is not working. Try a different outlet.
Verify the charger: Ensure you are using the specific charger provided for the Wireless Light Tube.
Next Step: If the LED does not light up or charging fails, please fill out our Troubleshooter Form on the website.
Does Not Turn On
Power Button: Briefly press and hold the power button on the side to power on the Light Tube.
Verify Charge: Connect the charger. If no red or green LED appears, try a different outlet and verify you are using the correct charger.
Next Step: If it still won't turn on, please proceed to the Troubleshooter Form.
Connection Issues
First, determine if the connection is lost during use or if you cannot connect at all.
A. If connection is lost during use:
Check Battery: Ensure the tube is charging correctly (Look for the blinking red or green LED when plugged in).
Update Device Settings: (See "Standard Connection Fixes" below).
Reset App Connections: Open the EMDR Kit app > Menu (top left) > Choose Devices > Forget All. Establish a new connection.
B. If you cannot connect at all:
Power On: Press and hold the power button until it blinks blue (ready to connect).
Reset App Connections: Open the EMDR Kit app > Menu (top left) > Choose Devices > Forget All.
Next Step: If the issue persists, please use our Troubleshooter Form.
Light Dot Range Issues
If the light dot does not cover the full length of the tube:
Check the Mode: Your tube might be in Blinking Mode, where the light dot moves back and forth in a blinking pattern. Open the EMDR Kit app, tap the Light Tube icon, and ensure Sweeping Mode is selected.
2. Issues with the OLD Light Tube (Plastic/Fixed Base)
Charging Issues
Check the LED: When charging and OFF, the LED should blink red (charging) or stay green (fully charged). The charging signal and input are located at the backside of the base.
Verify Power: Test a different outlet and ensure the charger is the correct model.
Does Not Turn On
Power Button: Ensure the power button on the base is pressed down (Position 1).
Check Battery: Connect the charger and look for the LED signal. Try a different outlet if necessary.
Other Issues (Connection, Damage, Range)
For connection and range issues, please follow the same steps listed under the New Light Tube section above.
For physical damage or unresolved issues, please refer to our Troubleshooter Form.
3. Standard Connection Fixes (All Models)
If you are having trouble connecting via Bluetooth, please verify the following settings:
Bluetooth & Location Services
iOS (iPhone/iPad): Go to Settings > Bluetooth > Ensure it is toggled ON.
Android: Swipe down for Quick Settings > Ensure Bluetooth is ON.
Android Permissions (Crucial): Android requires Location Services to be enabled for Bluetooth to function. Go to Settings > Location > Enable. Then go to Settings > Apps > EMDR Kit > Permissions > Allow Location access. (Note: We do not track your location; this is a Google requirement for the app to work).
Software Updates
iOS: Settings > General > Software Update.
Android: Settings > System > System Updates.
Ensure your EMDR Kit app is also updated to the latest version.
Still Need Help?
If these steps did not resolve your issue, please visit our website and fill out the Troubleshooter Form. This ensures our specialists have all the technical data (serial numbers, app versions, etc.) needed to assist you quickly.