Troubleshooting EMDR Kit Classic (Wired) Headphones
If you are experiencing issues with the audio stimuli, such as no sound or irregular patterns, the problem is usually related to the physical connection or the specific audio settings on the controller.
1. Connection and Hardware Checks
Since the Classic headphones are wired, a secure physical connection is required to transmit the audio signal.
Verify the Port: Ensure the headphone jack is pushed firmly into the top socket of the controller labeled Headphone.
The "Half-Plug" Issue: If you only hear sound in one ear, the jack may not be pushed in all the way. Give it an extra firm push until it clicks.
Cable Inspection: Check the headphone cable for any visible frays or sharp bends. If the sound cuts in and out when you move the wire, the internal copper may be damaged.
Test with Another Device: Plug the headphones into a smartphone or laptop. If they work there, the issue lies with the controller. If they don’t, the headphones themselves likely need replacement.
2. Controller Audio Settings
If the headphones are connected but you hear nothing, the volume or specific audio mode might be the cause.
Check Volume: Use the Volume (+) buttons on the controller to increase the level. This can be adjusted even during use.
The Start/Stop Button: Press the power button briefly. The headphones will only emit sound when the session is actively running.
Audio Mode (Regular vs. Random): If the pips sound unpredictable, you may be in Random mode.
Press the [M] (Menu) button six times until the display reads Audio.
Use the Navigation Arrows to switch back to Regular for a consistent rhythm.
Pitch Adjustment (Tone): If the sound is too high or low for your client’s comfort:
Press the [M] (Menu) button seven times until the display reads Tone.
Use the Navigation Arrows (left right) to adjust the pitch height.
3. Power and Battery Status
The controller requires a certain amount of power to drive the audio signal to the headphones.
Low Battery: If the battery icon is empty (outline only), the audio quality may degrade or cut out entirely. Plug in the charger and test again.
Charging Signals:
Animated Battery: The unit is charging.
Full Battery: The unit is fully charged or connected to power.
4. Maintenance and Care
- Ear Pads: The headphone ear pads can be wiped with a disinfectant wipe. Do not use excessive liquid, as moisture can damage the internal speakers.
5. Loose or Detached Ear Pads
- Good to Know First: If your session is about to start and your headphones are having issues, remember that the EMDR Kit works with any standard third-party headphones. You are never locked into ours. You can plug any wired headphones into the Classic controller, or pair any Bluetooth headphones with your tablet/phone for the Wireless app.
If an ear pad (cover) has come off, check which version of the headphones you have to solve it:
- Version with a small groove/slot: Look closely at the plastic edge of the earpiece. If you see a small groove, you can put the ear pad back on yourself. Insert the lip of the cushion into the slot and gently rotate/twist the pad until the entire edge slides securely into the groove.
- Fixed/Glued Version: On our newest headphone batches, the ear pads are permanently fixed. If the pad has detached or torn on this version, re-attaching it by twisting is unfortunately not possible.
Next Steps:If you cannot get the ear pad back on, or if you have the newer fixed version, you can temporarily use any own set of headphones to keep your practice running. Please contact our support team with your original order number, and we will help you out with a replacement solution.
Still not working?
If you have adjusted the volume and verified the cable but still have no sound, there may be an internal hardware issue with the controller's audio port.
Please head to our website and fill out the Troubleshooter Form. This is the fastest way for our technical team to verify your warranty and arrange a repair or replacement.