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Troubleshooting
Failure
Error Message on screen
Possible Cause of Failure
Action
No text or display on touch screen
-
Communication problem
Switch the system OFF and then switch it ON again. If there is still no display on touch
screen, please contact service center
No backlight on touch Screen
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AC/DC power supply failure
Switch the system OFF and then switch it ON again. If touch screen still does not operate properly, please contact service center
Touch screen display failure
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Touch screen malfunction
Switch the system OFF and then switch it ON again. If display still does not operate properly, please contact service center.
Do not operate a damaged Main Unit
System cannot be switched off
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ON/OFF switch failure, system cannot be switched off
Unplug the system and contact Pollogen’s service center
System cannot be powered ON
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External wall mount power supply DC cord or jack failure
Unplug the system and contact service center
Communication error message or red highlighting on handpiece
“Communication error, check handpiece connection” or “Please re-connect handpiece. In case error persists contact Technical Support”
Verify that the handpiece is connected and locked
Verify that a green led light is illuminated on the handpiece.
If handpiece is connected and the green led light is illuminated but still there is a communication error, switch handpiece to the alternative inlet and recheck.
If the problem is not solved, please contact service center
Session does not start
-
After pressing ‘Start,’ verify that the green led light on the handpiece has changed from a constant green to blinking green
If the green led light stays constant, shutdown system, disconnect handpiece, reconnect to another connector, and recheck. If the problem is not solved, please contact service center
If the green led light is blinking, you pressed the ON/ OFF button on the handpiece and session still does not begin, please contact
service center
files cannot be exported to flash drive
For certified service personnel only
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Flash drive is not formatted
Flash-drive is writing protected.
Format flash drive and try again
Disable write protect feature on flash drive
Software cannot be updated
“Software was NOT updated, please try again” or ”SW was NOT updated, please contact service.”
Verify only official flash drive is connected to the system
Verify that you are attempting to upgrade a recent software version
If a valid flash drive is connected with a recent version than the one already installed, but still upgrade is not preformed, switch flash drive to another port and retry. If it does not help, please contact service center
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