Need Help?

Follow our troubleshooting guide for any equipment issues.

Issue
“Searching for Pendant” Displayed on Smartphone/Handset

Resolution

The Pendant and Smartphone/Handset are not communicating with each other. Please note, while in this condition, the battery life on both devices will be severely impacted.

  • Make sure the Pendant and Smartphone/Handset are within 10 feet of each other.
  • Make sure the Pendant is turned on. You may have turned it off accidentally or forgotten to turn it on after replacing its battery.
  • Make sure the battery in the Pendant is inserted correctly.
  • Insert a fresh battery in the Pendant.
  • Turn the Smartphone/Handset off and then back on.

After trying the actions above, if this message remains after 15 minutes, call us at (877) 996-5553.

Issue
“Auto Capture Suspended” Displayed on Smartphone/Handset

Resolution

This message may appear from time to time throughout your procedure.

  • Wait for one hour. The message should clear within an hour.
  • During this period, manual recordings can still be made. If you experience a symptom, press the Record/Send or Symptom button.
  • If, after waiting one hour the message still appears, turn the Smartphone/Handset off and then back on.

Issue
“Manual Mode: Action Required” Displayed on Smartphone/Handset

Resolution

The monitor is unable to capture your ECG.

  1. Turn the Pendant off for three minutes.
  2. Dry the Pendant contacts and inside of Cradle.
  3. Remove and reinsert the cable (wired electrodes only).
  4. Press all over patch(es) to remove air bubbles.
  5. Turn the Pendant back on.

If this message persists, call the CMC at (877) 996-5553.

Issue
“Call CMC or CALL 911” Displayed on Smartphone/Handset

Resolution

The Right Soft Key under Call was pressed accidentally. Press the Right Soft Key and the message should disappear.

Issue
“BT or ECG DATA” is Flashing on the Smartphone/Handset

Resolution

This indicates normal communication between the Pendant and Smartphone. They will flash frequently. The blue ring on the Pendant will flash in tandem.

Issue
Smartphone/Handset Won’t Turn On or Off

Resolution

Please keep the Smartphone/Handset powered on. There’s usually no need to turn it off except when troubleshooting.

  • Try pressing and holding the Power button on the Smartphone/Handset until you see activity on the screen, then let go. See the Quick Start Guide included in the kit for the location of the Power button.
  • If it still will not turn on or off, call the CMC at (877) 996-5553.

Issue
Smartphone/Handset Not Holding Charge

Resolution

After a full recharge, the Smartphone/Handset should remain charged for 8-12 hours. Please note, however, that battery life will be shortened in both the Smartphone/Handset and the Pendant when the two devices are not within close proximity to each other.

  • Make sure the Smartphone/Handset is being charged daily for at least four hours.
  • Keep the Smartphone/Handset and the Pendant within close proximity (10 feet) of each other to prevent loss of Bluetooth connection, which can severely impact battery life.
  • Make sure the electrical outlet where the charger is plugged is working and is not controlled by a switch that’s turned off.
  • Try plugging the charger into a different outlet.
  • Make sure the charger is inserted into the Smartphone properly.
  • If you continue to experience this issue, call the CMC at 877-996-5553.

Issue
Smartphone/Handset Screen Stuck or Phone Unlocked

Resolution

  • Turn the Smartphone/Handset off, wait 30 seconds and turn it back on
  • If the issue persists, call the CMC at (877) 996-5553

Issue
Pendant Won’t Turn On

Resolution

  • Change the battery in the Pendant.
  • Make sure the battery is inserted correctly (flat end toward the spring).
  • Make sure the ribbon is not covering the contact or spring in the Pendant’s battery compartment.
  • Press and hold the On/Off button for about two seconds. Listen for the tones.
  • If it still will not turn on, call the CMC at 1-877-996-5553.

Issue
Pendant Beeping

Resolution

  • The Pendant will beep when the Record/Send button is pressed either on the Pendant or on the Smartphone.
  • The Pendant will beep when the On/Off button is pressed.
  • The Pendant will beep every 5-15 minutes when its battery is low. Change the battery. (Note: If the battery is too low, the Pendant will make a solid beeping tone three times and turn off. After replacing the battery, remember to turn the Pendant back on.)

Issue

Resolution

“Searching for Pendant” Displayed on Smartphone/Handset

The Pendant and Smartphone/Handset are not communicating with each other. Please note, while in this condition, the battery life on both devices will be severely impacted.

  • Make sure the Pendant and Smartphone/Handset are within 10 feet of each other.
  • Make sure the Pendant is turned on. You may have turned it off accidentally or forgot to turn it on after replacing its battery.
  • Turn the Smartphone/Handset off and then back on.

After trying the actions above, if this message remains after 15 minutes, call us at (877) 996-5553.

“Auto Capture Suspended” Displayed on Smartphone/Handset

This message may appear from time to time throughout your procedure.

  • Wait for one hour. The message should clear within an hour.
  • During this period, manual recordings can still be made. If you experience a symptom, press the Record/Send or Symptom button.
  • If, after waiting one hour the message still appears, turn the Smartphone/Handset off and then back on.
“Manual Mode: Action Required” Displayed on Smartphone/Handset

The monitor is unable to capture your ECG.

  1. Turn the Pendant off for three minutes.
  2. Dry the Pendant contacts and inside of Cradle.
  3. Remove and reinsert the cable (wired electrodes only).
  4. Press all over patch(es) to remove air bubbles.
  5. Turn the Pendant back on.

If this message persists, call the CMC at (877) 996-5553.

“Call CMC or CALL 911” Displayed on Smartphone/Handset The Right Soft Key under Call was pressed accidentally. Press the Right Soft Key and the message should disappear.
“BT or ECG DATA” is Flashing on the Smartphone/Handset This indicates normal communication between the Pendant and Smartphone. They will flash frequently. The blue ring on the Pendant will flash in tandem.
Smartphone/Handset Won’t Turn On or Off

Please keep the Smartphone/Handset powered on. There’s usually no need to turn it off except when troubleshooting.

  • Try pressing and holding the Power button on the Smartphone/Handset until you see activity on the screen, then let go. See the Quick Start Guide included in the kit for the location of the Power button.
  • If it still will not turn on or off, call the CMC at (877) 996-5553.
Smartphone/Handset Not Holding Charge

After a full recharge, the Smartphone/Handset should remain charged for 8-12 hours. Please note, however, that battery life will be shortened in both the Smartphone/Handset and the Pendant when the two devices are not within close proximity to each other.

  • Make sure the Smartphone/Handset is being charged daily for at least four hours.
  • Keep the Smartphone/Handset and the Pendant within close proximity (10 feet) of each other to prevent loss of Bluetooth connection, which can severely impact battery life.
  • Make sure the electrical outlet where the charger is plugged is working and is not controlled by a switch that’s turned off.
  • Try plugging the charger into a different outlet.
  • Make sure the charger is inserted into the Smartphone properly.
  • If you continue to experience this issue, call the CMC at (877) 996-5553.
Smartphone/Handset Screen Stuck or Phone Unlocked
  • Turn the Smartphone/Handset off, wait 30 seconds and turn it back on
  • If the issue persists, call the CMC at (877) 996-5553
Pendant Won’t Turn On
  • Make sure the battery is inserted correctly (flat end toward the spring).
  • Make sure the ribbon is not covering the contact or spring in the Pendant’s battery compartment.
  • Press and hold the On/Off button for about two seconds. Listen for the tones.
  • If it still will not turn on, call the CMC at (877) 996-5553.
Pendant Beeping
  • The Pendant will beep when the Record/Send button is pressed either on the Pendant or on the Smartphone.
  • The Pendant will beep when the On/Off button is pressed.
  • The Pendant will beep every 5-15 minutes when its battery is low. Change the battery. (Note: If the battery is too low, the Pendant will make a solid beeping tone three times and turn off. After replacing the battery, remember to turn the Pendant back on.)

Jodi is a seasoned Human Resources professional who thrives on change and transformation. She fell in love with Human Resources when she attended Penn State University for graduate school in Public Administration with a curriculum that emphasized Human Resources. After earning her Master’s degree she began her career in the manufacturing industry in Talent Acquisition and was eventually assigned the overall HR Management responsibility of three divisions which included collective bargaining. Ultimately, she made her way to transitioning a new division of a Fortune 100 company under the corporate model as well as developing and executing Human Resources policies and procedures across a broad range of functional disciplines. At the next juncture of her career, she was tapped on the shoulder by former Executives that she previously worked with to join in on an exciting start-up. Today, Jodi is the Vice President of Talent Relations and Development for Medicomp Inc dba ReactDx and is responsible for managing the strategic Human Resources function which includes mergers and acquisitions for this rapidly expanding company.

Jodi and her husband enjoy landscaping, finding new restaurants and traveling whenever life gives them the opportunity.

    *This form is intended for sales inquiries/information only. Do not include any patient health information (PHI) with your submission.

    On: all lights. Off: no light. Monitoring - Good: green light. Symptom press: green light, sound. Check Pendant: blue light. Check Battery: red light, sound.
    Do: wear always, fully insert in cradle, turn off to charge, dry, key near handset, return promptly. Don't: discard pendant, submerge, move patch