Your Contact Person:  Marla B Lindner
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Errors and Error Messages

General errors without an error message on the screen

The device doesn’t turn on (especially after a new setup)
  • Check all plugs to be correctly inserted, especially the proper and tight connection of the 20-pin cable on the back side of the display unit.
  • Check whether the control lights on the power supply unit (blue) and the connectorbox (orange) light up. If not, obtain a customer support ticket directly from here!
Device starts in maintenance mode (window with text appears instead of start screen / main menu)
No intervention necessary, the device will restart automatically after completion.
The inserted applicator is not recognized
Please pull out the respective applicator and plug in again. You may also test the applicator with a different slot. If these interventions do not correct the error, disconnect the device from the power supply, reconnect and restart. In case of further failing, obtain a customer support ticket directly from here!
Application independently ends prior to preselected duration, without user intervention and without an error message
Obtain a customer support ticket directly from here! Your assigned SBS Prime Tech will contact and personally assist you in performing a specific touchscreen test with a duration of at least 30 min. If the test reveals an internal failure of the display unit, it needs to be replaced.
Volume changes sporadically during treatments
Obtain a customer support ticket directly from here! Your assigned SBS Prime Tech will contact and personally assist you in performing a specific touchscreen test with a duration of at least 30 min. If the test reveals an internal failure of the display unit, it needs to be replaced.
The device changes views or settings independently
Obtain a customer support ticket directly from here! Your assigned SBS Prime Tech will contact and personally assist you in performing a specific touchscreen test with a duration of at least 30 min. If the test reveals an internal failure of the display unit, it needs to be replaced.
FIR does not heat on all 3 parts of the whole-body applicator (Exagon FIR)
Obtain a customer support ticket directly from here! Your assigned SBS Prime Tech will contact and personally assist you in performing a specific touchscreen test with a duration of at least 30 min. If the test reveals an internal failure of the display unit, it needs to be replaced.
Exagon FIR is heating despite NOT running an application
Obtain a customer support ticket directly from here! Your assigned SBS Prime Tech will contact and personally assist you in performing a specific touchscreen test with a duration of at least 30 min. If the test reveals an internal failure of the display unit, it needs to be replaced.

Error messages on the display while connecting an applicator (applicator self-test)

Applicator warning Open loop detection could not be initialized
Completely disconnect the device from the power supply, unplug and plug in again all available items and restart. If the error persists, obtain a customer support ticket directly from here!
Applicator warning Defective coils
Unplug and plug in again multiple times, if the error message still persists, obtain a customer support ticket directly from here!
Applicator warning Applicator type could not be recognized
Applicator communication interrupted. Plug in the applicator again, eventually try also different slots and restart the device. If the error persists, obtain a customer support ticket directly from here!
Applicator warning Applicator ID could not be recognized
Applicator communication interrupted. Plug in the applicator again, eventually try also different slots and restart the device. If the error persists, obtain a customer support ticket directly from here!
Please do not connect an applicator while a treatment is in progress! Please remove the newly inserted applicator!
NEVER connect an applicator while a treatment is in progress! In case you did, immediately remove the inserted applicator, eventually a reboot is necessary! Plug in applicators and accessories ONLY if NO application is running.
On the lef/right side you have plugged in too many Applicators of type <applicatortype>. Please only insert one applicator of the same type on each side
Please insert only one applicator of the same type at each side of the connectorbox, for example, do not connect two Exagon Spots on one side of the connectorbox etc.

Error messages on the display during operation

Applicator status not as expected Status: Coils bad

Coils inside the applicator defective. Obtain a customer support ticket directly from here!

Applicator status not as expected Status: FIR heater bad
Heating unit inside the applicator defective. Obtain a customer support ticket directly from here!
Applicator connection lost

Pull out and plug in again Exagon Brain applicator. If the error persists, obtain a customer support ticket directly from here!

Brainwave connection lost
Pull out and plug in again Exagon Brain applicator. If the error persists, obtain a customer support ticket directly from here!
No connection to the ConnectorBox
Check the 20-pin connection cable between the display and the connector box for eventual mechanical damage and correct fit, especially the proper and tight connection on the back side of the display unit. Restart the device without the applicators connected. If the error persists, obtain a customer support ticket directly from here!
Applicator not plugged!
Do not remove applicators while setting a treatment protocol or during an ongoing application. If the message still appears while the applicator is plugged: Connector box has lost connection to the applicator. If the error persists, obtain a customer support ticket directly from here.
Brainwave not plugged
Do not remove brainwave applicator while setting a treatment protocol or during an ongoing application. If the message still appears while the applicator is plugged: Connector box has lost connection to the brainwave applicator. If the error persists, obtain a customer support ticket directly from here.
Exagon Sense not plugged
Do not remove Exagon Sense applicator during an ongoing application and make sure, that Exagon Sense is always properly connected to the respective slot on the connectorbox.
Circuit broken, pls contact Customer Service!
Mechanical defect of at least one of the coil connections inside the applicator. If the error persists, obtain a customer support ticket directly from here.