Troubleshooting the EMDR Kit Wireless Pulsators

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Troubleshooting the EMDR Kit Wireless Pulsators

To get your session back on track, we first need to identify which version of the Wireless Pulsators you are using.

Identify Your Model

  • New Wireless Model: Features a light strip on the top surface. These use induction charging (the bottom is smooth with no metal points).

  • Old Wireless Model: Features a single LED light on the front. These have metal contact points on the bottom for charging.

1. Connection issues

⚠️ IMPORTANT RULE: SHAKE TO WAKE: The most common reason Pulsators won't connect is that they are still in "Sleep Mode." Unlike the Light Tube, Pulsators do not have a power button.

  1. SHAKE: Physically shake the pulsators to wake them up.

  2. BLINKING BLUE: The LED will start blinking blue. This means they are searching for a connection.

  3. 30-SECOND WINDOW: You have 30 seconds to select them in the app. If the blinking stops, simply shake them again.

  4. SOLID BLUE: Once the light is a steady, solid blue, they are successfully connected and ready for your session.

Step A: Verify Bluetooth & Permissions

If they are blinking blue but the app can't find them, check these settings:

  • iOS (iPhone/iPad): Ensure Bluetooth is toggled ON in your main Settings.

  • Android (Crucial): Bluetooth requires Location Services to be enabled to "find" hardware.

    • Swipe down and turn on Location.

    • Go to Settings > Apps > EMDR Kit > Permissions and ensure Location Access is allowed.

Step B: Resetting the App Memory ("Forget All")

If you are struggling to connect, a "fresh start" usually helps:

  1. Open the EMDR Kit app > Menu (top left).

  2. Tap Choose Devices > Forget All.

  3. Shake your pulsators and try connecting again.

2. Charging Issues

The pulsators are not charging, or the battery dies quickly.

How to Read the Charging Lights

When sitting in the dock with the power cable attached (and the app disconnected):

  • Blinking Red: Charging in progress.

  • Solid Green: Fully charged.

If they are NOT charging as intended:

  • Check the Temperature: For optimal charging, ensure the room is below 24°C (75°F). Charging may automatically pause in warmer environments to protect the battery (mainly for new model).

  • Verify the Charger: Ensure you are using the specific power adapter provided by EMDR Kit.

  • Physical Check: Has a pulsator been dropped recently? Physical damage can sometimes displace internal charging components.

For Old Model Users (Metal Contacts):

If your older model isn't charging, it is likely due to surface dust or dirt on the contact points.

  • The Fix: Use a wipe with a small amount of cleaning alcohol to clean the metal points on the bottom of the pulsators and the pins inside the docking station. Dust or skin oils can create a barrier that stops the charge.

  • Please note: Sometimes when pulsator batteries have run completely empty, they won't immediately respond to the charger. In such a case, the below steps should remedy the issue:

    • Attach the charger.

    • Please gently push the Pulsator down and hold this for 60 to 90 seconds. 

    • Remove the pulsator from the docking station and place it back in with a slight push.

    • Now a red light should be blinking on the pulsator, indicating that it is charging.

3. Other Issues

If your issue isn't covered by connection or charging steps, or if you suspect internal damage, please head to our website and fill out the Troubleshooter Form.

This form allows our technical team to see your serial numbers and app version immediately, ensuring we can provide a specific solution (or a repair/replacement) as quickly as possible.