Troubleshooting • EMDR Kit

Which part of the EMDR Kit are you experiencing an issue with(Required)

What EMDR Kit model do you have?(Required)

What version of the Wireless Light Tube do you have?(Required)

After 01-2023

Before 01-2023

What version of the Classic Light Tube do you have?(Required)

After 2017

Before 2017

What version of the Wireless Pulsators do you have?(Required)

After December 2023

Before December 2023

What version of the Classic Pulsators do you have?(Required)

After 2017

Before 2017

What version of the Wireless Headphones do you have?(Required)

Round shaped earpads

Square shaped earpads

What version of the Classic Headphones do you have?(Required)

Round shaped earpads

Square shaped earpads

Red HAMA Headphones

What version of the Classic Controller do you have?(Required)

Dark gray Controller (After 2017)

Light gray Controller (Before 2017)

What version of the Tripod do you have?(Required)

After 01-2023

Between 2017 and 01-2023

Before 2017

What problem are you experiencing with your Classic Controller?(Required)

My controller does not work or does not turn on.

Other

What problem are you experiencing with your Classic Pulsators?(Required)

One Pulsator is not working.

Both Pulsators are not working

Other

Please try disconnecting and then reconnecting the pulsators from the wire, as this may resolve the issue.

Also, please try disconnecting and then reconnecting the pulsators from the Controller.

If the problem persists, proceed with the next steps.

The wire connecting to the pulsators may experience wear and tear over time, potentially weakening its connection and effectiveness. Additionally, there could be a defect in the pulsator itself. To diagnose the issue, please follow these steps:

Disconnect the malfunctioning pulsator from the wire.
Disconnect the functioning pulsator as well.
Swap their positions: Connect the malfunctioning pulsator to the wire end where the functioning one was, and vice versa.
Observe the results:
- If the same pulsator continues to malfunction, it is defective and needs replacement.
- If the previously functioning pulsator now malfunctions, the issue lies with the wire.

Should the issue be related to the wire, a new one can be ordered here. Please note that wires are not covered under our warranty policy. If the issue is not related to the wire, please proceed.

What problem are you experiencing with your Classic Light Tube?(Required)

Damaged Light Tube or cable.

The Light on my Light Tube is not behaving as intended.

There is no light at all when I turn on the controller

Other

If your Light Tube does not work well, it could be due to the following causes:

1. Bad Contact
If your Light Tube is not working properly, it might be related to a bad contact between the Controller and the Light Tube. Please follow these steps:
– Disconnect the wire of the Light Tube from the Controller.
– Blow into the port of the Controller as well as the connector on the wire of the Light Tube.
– Reconnect the wire of the Light Tube to the Controller.
– Check if this resolves the issue.

2. Defective Connecting Piece
If you inspect the connector of the Light Tube’s wire, you should see some metal pins. There should be 6 of them, along with a black pin in the middle.

3. Music Mode
It’s possible that your controller is set to MUSIC mode. In this mode, the Light Tube and Pulsators do not function. To switch back to SWEEPING MODE, follow these steps:
– Turn on the Controller.
– Press the M button once.
– If the screen displays MUSIC, press the arrow buttons until it reads SWEEPING.

4. Low-Intensity Setting
The intensity might be set too low, rendering the Light dot invisible. Increase the intensity by pressing the + button on the controller next to “Volume/Intensity”.

If these steps do not resolve the issue, please proceed further.

Could you please gently wiggle the cable while the controller is turned on to check if it affects the issue? If moving the cable impacts the problem, it’s likely that the cable is faulty.

Does moving/wiggling the cable seem to impact the issue?(Required)

Yes, wiggling or moving the cable seems to affect the issue.

No, wiggling or moving the cable does not affect the issue.

There might be dust obstructing the connection. Please detach the cable from the controller and forcefully blow into both the controller’s Light Tube port and the Light Tube’s cable connector. If this doesn’t resolve the issue, please continue with the next steps.

Controller software version

Upon powering on the Controller, you will see a number displayed, indicating its software version. Please note and report the number that appears when you turn on the Controller.

If your controller does not turn on, please proceed.

What problem are you experiencing with your Wireless Headphones?

I am experiencing a connection issue.

I am experiencing a different issue.

If you can not connect with the Headphone, the next few points might help you to make a connection with the Headphone:

Make sure the Headphone is charged.
Now, press the on/off button on the Headphone until a blue and red light starts flashing. This indicates that the Headphone is in pairing mode and is able to make a new connection.
Go to Settings on your device.
Open the Bluetooth settings.
Make sure Bluetooth is turned ON on your device.
Search for Bluetooth devices with your phone/tablet. The “EMDR Kit Headphone” should appear.
Connect to the Headphone

Also make sure, your Headphone is not currently connected with a different phone/tablet. If the Light on your headphone is stable blue it means it is currently already connected with a device. In that case, unpair it from that device or turn Bluetooth OFF on that device.

Are you still experiencing an issue? Please proceed.

What problem are you experiencing with your Wireless Pulsators or Dockingstation?(Required)

I am experiencing a connection issue.

One or both Pulsators are not charging.

I am experiencing a different issue.

What type of connection issue are you experiencing with your Wireless Pulsators?(Required)

I can not connect at all with one or both Pulsators.

The connection with one or both Pulsators is lost during use.

Ensure Bluetooth is Enabled

For iOS Devices (iPhone, iPad):

Open Settings: Tap on the ‘Settings’ icon on your home screen.
Access Bluetooth Settings: In the Settings menu, tap on ‘Bluetooth’.
Turn on Bluetooth: Toggle the Bluetooth switch to the ‘On’ position. It will turn green when it’s on.

For Android Devices:

Access Quick Settings: Swipe down from the top of the screen to open the quick settings panel.
Find the Bluetooth Icon: Look for the Bluetooth icon. It’s usually represented by a stylized ‘B’.
Turn on Bluetooth: Tap the Bluetooth icon to turn it on. When Bluetooth is on, the icon typically lights up or changes color.

Enable Location Services (Android Only)

Android devices need access to the location for Bluetooth to work properly. Follow these steps to ensure location services are enabled and the app has the necessary permissions.

Enable Location Services

Open the Device Settings.
Scroll to “Location” or “Location Services” in the settings menu.
Enable Location Services.

Change App Permissions

Open Settings: On your device, open the Settings.
Tap Apps: Tap the app you want to change. If you can’t find it, tap ‘See all apps’.
Select EMDR Kit app: Tap Permissions. If you allowed or denied any permissions for the app, you’ll find them here.
Modify Permissions: To change a permission setting, tap it, then choose ‘Allow’ or ‘Don’t allow’.
Note that the EMDR Kit app does not actually track your location. It is just a pre-requisite from Google for our app to work properly.

Check for Operating System Updates

For iOS Devices (iPhone, iPad):

Open Settings: Tap on the ‘Settings’ icon on your home screen.
Go to General: In the Settings menu, scroll down and tap on ‘General’.
Software Update: Tap on ‘Software Update’. This option is usually at the top of the General settings.
Check for Updates: Your device will check for updates. If an update is available, it will be displayed here.
Follow Instructions: If an update is available, follow the on-screen instructions to download and install it. Make sure your device is connected to Wi-Fi and is sufficiently charged or plugged in.

For Android Devices:

Open Settings: Swipe down from the top of the screen and tap the gear icon to open ‘Settings’, or find the ‘Settings’ app in your app drawer.
Scroll to the Bottom: Scroll down to the bottom of the Settings menu.
System Updates: Look for ‘System’, ‘System updates’, or ‘About phone’ (the exact wording may vary depending on the device).
Check for Updates: Tap on ‘System updates’ or a similar option. Your phone will check for available updates.
Download and Install: If an update is available, follow the prompts to download and install it. Ensure your device is connected to Wi-Fi and has enough battery life, or plug it in during the update.

If you have checked these suggestions and you are still experiencing issues, please proceed.

There are several important factors that influence the quality of Bluetooth connections between your phone and the parts of the EMDR Kit. A mix of one or more of these factors could cause your Pulsators to disconnect. We have noticed that iOS (Apple) devices are more susceptible to these factors compared with most android devices. By keeping the following factors in mind, you can decrease the chance of having a disconnect:

1. Impeding objects: Anything between your phone and the Pulsators can have a negative effect on the signal quality. We recommend making sure that there are no objects between your phone and the Pulsators. For example, a table or other objects between the phone and Pulsators can hinder the connection.
2. The way a client holds the pulsators: Some clients hold the pulsators in their armpits or beneath their legs or tight to the chest. This can also make it harder for the signal to reach your phone. Make sure your client is not blocking the signal with their body.
3. Distance: The Bluetooth signal weakens as the distance between the Pulsators and your phone increases. Therefore, do not make the distance too great. We recommend a maximum distance of 2-3 meters (which is 6 to 10 feet).
4. Phone placement and Phone accessories: To let the Bluetooth items function optimally it is recommended to position the phone in such a way that its Bluetooth chip can get a good signal. For most models of smartphones and tablets, the Bluetooth chip is placed in the upper part of the device. For example, you could use a phone/tablet stand so that the phone is positioned upright. Phone accessories such as a phone protector or a tablet keypad could also create an extra barrier for the Bluetooth signal to move through.
5. Connection with other Bluetooth devices: If your phone is currently connected with other devices through Bluetooth, it can decrease the overall quality of the Bluetooth signals. We recommend only pairing the EMDR Kit parts.

Could you go through these factors and consider if one or more could impact the Bluetooth signal in your situation?

The battery of one or both of the Pulsators could be low or empty. When charging, the LED light on the Pulsators should turn green when sufficiently charged and blinking red when charging. Did you succesfully charge the Pulsators with the charger plugged into the power supply? When the Pulsators are not connected with the EMDR Kit app they should show the following colors when being charged in the dockinstation when the charger is attached:

A blinking red light indicates that the Pulsators are charging.

A green light means that the Pulsators are fully charged

A blinking red light indicates that the Pulsators are charging.

A green light means that the Pulsators are fully charged

Are your Pulsators charging as intended?(Required)

No, my Pulsators are not charging as intended.

Yes, my Pulsators are charging as intended.

Shake to activate the Pulsators. The LED lights on the Pulsators will start flashing blue, indicating that they are ready to be connected. After activation, the Pulsators are available to connect for 30 seconds. After this period, they automatically turn off again if they are not connected. Shake the Pulsators again if they were not connected within 30 seconds.

When you see a blue blinking light, the Pulsator is activated and ready to connect.
When the Pulsator is activated, you can connect it through the Connect menu in the EMDR Kit app.

A stable Blue light means the Pulsator is connected.
When the Pulsator is succesfully connected, the color on it will turn a stable blue.

If this is information does not solve the issue you are experiencing, please proceed.

When you see a blue blinking light, the Pulsator is activated and ready to connect.
When the Pulsator is activated, you can connect it through the Connect menu in the EMDR Kit app.

A stable Blue light means the Pulsators are connected.
When the Pulsator is succesfully connected, the color on it will turn a stable blue.

If this is information does not solve the issue you are experiencing, please proceed.

Some dust or dirt can gather in the contact points of the Pulsators as well as the docking stations. It is important to clean these contact points to make sure the charging process goes well. Please try to clean the contact points with some cleaning alcohol and see if this resolves the issue.

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

If this does not resolve the issue, please continue.

It’s possible that the outlet you are using is not working. Try a different outlet. If that doesn’t work either, please proceed.

For optimal charging of the Pulsators, we recommend not charging the Pulsators at a room temperature above 24 degrees (75°F) . At temperatures above 24 degrees, (75°F) charging may be interrupted. Please make sure that the room temperature is not above 24 degrees (75°F).

Does the issue concern one or both Pulsators?(Required)

One Pulsator

Both Pulators

The issue you experience could be explained when the pulsator is damaged, for example from falling.

Is there any visual damage or irregularity to the Pulsator(s) that could explain the charging issue?(Required)

Yes

The issue you experience could be explained when the pulsator is damaged, for example from falling.

Is there any visual damage or irregularity to the Pulsator(s) that could explain the connection issue?(Required)

Yes

What problem are you experiencing with your Wireless Light Tube?(Required)

To power on the Light Tube, briefly press and hold the power button on the side.

If the Light Tube does not turn on after this, or the issue remains, please continue.

To power on the Light Tube, press the power button on base of the Light Tube (1 pressed down).

If the Light Tube does not turn on after this, or the issue remains, please continue.

When you connect the charger to the Light Tube and it is turned off, the LED on the lamp should blink red (charging) or turn green (fully charged).

Charging:

Fully charged:

If the charger is attached and there is no charging signal on the Light Tube or if you still think something is not right, please proceed.

When you connect the charger to the Light Tube and it is turned off, the LED on the Light Tube should blink red (charging) or turn green (fully charged).

Charging:

Fully charged:

If the charger is attached and there is no charging signal on the Light Tube or if you still think something is not right, please proceed.

It’s possible that the outlet you are using is not working. Try a different outlet. If that doesn’t work either, please proceed.

Are you able to connect with the Light Tube through the EMDR Kit app?(Required)

Yes

What type of connection issue are you experiencing?(Required)

I am losing the connection during use.

I am not able to connect at all.

When you connect the charger to the Light Tube and to the power supply, a red light should start blinking, or a green light should appear on the left side of the Light Tube. Red means the Light Tube is charging and Green means it is fully charged.

Charging:

Fully charged:

When you connect the charger to the Light Tube and to the power supply, a red light should start blinking, or a green light should appear on the back of the Light Tube’s base. Red means the Light Tube is charging and Green means it is fully charged.

Charging:

Fully charged:

Is your Light Tube charging correctly?(Required)

Yes, it is charging or fully charged.

No, it is not charging. There is not a Light on the Light Tube at all.

It’s possible that the outlet you are using is not working. Try a different outlet. If that doesn’t work either, please proceed.

On the side of the Light Tube there is an ON/OFF switch. If you press and hold it, it will start blinking blue, indicating it is powered on and ready to connect. You can then connect it through the connect menu in the EMDR Kit.

Available for connection:

Connected:

This is how to connect to the Light Tube through the EMDR Kit app:

If you can still not get a connection, please proceed.

On the base of the Light Tube there is an ON/OFF switch. If you press the 1 down, the Light Tube turns ON. The LED light on the back of the base of the Light tube will start blinking blue, indicating it is powered on and ready to connect. You can then connect it through the connect menu in the EMDR Kit app.

Available for connection:

Connected:

This is how to connect to the Light Tube through the EMDR Kit app:

If you can still not get a connection, please proceed.

Ensure Bluetooth is Enabled

For iOS Devices (iPhone, iPad):

Open Settings: Tap on the ‘Settings’ icon on your home screen.
Access Bluetooth Settings: In the Settings menu, tap on ‘Bluetooth’.
Turn on Bluetooth: Toggle the Bluetooth switch to the ‘On’ position. It will turn green when it’s on.

For Android Devices:

Access Quick Settings: Swipe down from the top of the screen to open the quick settings panel.
Find the Bluetooth Icon: Look for the Bluetooth icon. It’s usually represented by a stylized ‘B’.
Turn on Bluetooth: Tap the Bluetooth icon to turn it on. When Bluetooth is on, the icon typically lights up or changes color.

Enable Location Services (Android Only)

Android devices need access to the location for Bluetooth to work properly. Follow these steps to ensure location services are enabled and the app has the necessary permissions.

Enable Location Services

Open the Device Settings.
Scroll to “Location” or “Location Services” in the settings menu.
Enable Location Services.

Change App Permissions

Open Settings: On your device, open the Settings.
Tap Apps: Tap the app you want to change. If you can’t find it, tap ‘See all apps’.
Select EMDR Kit app: Tap Permissions. If you allowed or denied any permissions for the app, you’ll find them here.
Modify Permissions: To change a permission setting, tap it, then choose ‘Allow’ or ‘Don’t allow’.
Note that the EMDR Kit app does not actually track your location. It is just a pre-requisite from Google for our app to work properly.

Check for Operating System Updates

For iOS Devices (iPhone, iPad):

Open Settings: Tap on the ‘Settings’ icon on your home screen.
Go to General: In the Settings menu, scroll down and tap on ‘General’.
Software Update: Tap on ‘Software Update’. This option is usually at the top of the General settings.
Check for Updates: Your device will check for updates. If an update is available, it will be displayed here.
Follow Instructions: If an update is available, follow the on-screen instructions to download and install it. Make sure your device is connected to Wi-Fi and is sufficiently charged or plugged in.

For Android Devices:

Open Settings: Swipe down from the top of the screen and tap the gear icon to open ‘Settings’, or find the ‘Settings’ app in your app drawer.
Scroll to the Bottom: Scroll down to the bottom of the Settings menu.
System Updates: Look for ‘System’, ‘System updates’, or ‘About phone’ (the exact wording may vary depending on the device).
Check for Updates: Tap on ‘System updates’ or a similar option. Your phone will check for available updates.
Download and Install: If an update is available, follow the prompts to download and install it. Ensure your device is connected to Wi-Fi and has enough battery life, or plug it in during the update.

If you have checked these suggestions and you are still experiencing issues, please proceed.

It might help to let the EMDR Kit app forget all it’s previous connections so you can set up fresh connections with the parts you want to connect to at this moment. Follow these steps:

Open the EMDR Kit app
Tap on the menu in the top left corner
Tap on Choose Devices and Tap Forget All and proceed.
All previous connections are now forgotten and you can establish new connections.

If this did not resolve the issue, please proceed:

Your Light Tube might currently be in Blinking Mode, where the light dot moves back and forth in a blinking pattern. To change this, tap the Light Tube icon in the EMDR Kit app and select a different mode, like Sweeping Mode. If the problem isn’t caused by Blinking Mode, please continue with further steps.

What issue are you experiencing with your tripod?

My tripod is damaged or has a deficit

Other

This Video might help you set up your Tripod.

If it did not help you further, please proceed.

Please upload one or more video or photo files that clarify the issue.(Required)

Drop files here or

Max. file size: 64 MB, Max. files: 3.

Please note the serial number which you can find on the product information sticker on your product:

Serial Number(Required)

On your product or product packaging there might be a sticker with a serial number. IF so, please note the serial number which you can find on the product information sticker on your product (SN):

Serial Number

Your version of the Classic Light Tube was produced from 2013 until 2017. We offered repair or replacement services until 2020, but unfortunately, it is no longer possible to repair or replace it.

If you want to replace your Light Tube, we recommend purchasing a new version of Light Tube along with a new controller, as the new Light Tube requires a different controller. The old controller is incompatible with the newer Light Tube due to different cable inputs and improvements in the newer model.
Since you might have an older version of the EMDR Kit Classic, you may also be interested in the new complete set of the EMDR Kit Classic.

Purchase the new Light Tube and controller

Purchase the new Classic Set

If you believe the problem can be resolved without a replacement or if you have a question about the issue, please continue with the form.

Your version of the Classic Pulsators was produced from 2013 until 2017. We offered repair services until 2020, but unfortunately, it is no longer possible to repair it.

If you want to replace your Pulsators, we recommend purchasing the new version of Pulsators with a new wire. The new Pulsators are compatible with the older version controller.
Since you might have an older version of the EMDR Kit Classic, you may also be interested in the new complete set of the EMDR Kit Classic.

Purchase the new version Puslators

Purchase the new Classic Set

If you believe the problem can be resolved without a replacement or if you have a question about the issue, please continue with the form.

Your version of the Headphone is an older version which is no longer under warranty. If they are not working or are broken, it is best to replace them with the latest version. You can also use your own headphones if you have a suitable pair. Since you might have an older version of the EMDR Kit Classic, you may also be interested in the new complete set of the EMDR Kit Classic.

Purchase a new Headphone
Purchase the new Classic Set

If you believe the problem can be resolved without a replacement or if you have a question about the issue, please continue with the form.

Is your phone/tablet operating on iOS or Android?(Required)

iOS (Apple)

Android

I am not sure

Model of phone/tablet

What exact model of phone or tablet are you using. Also note the iOS / Android version if possible.

Optionally, upload one or more video or photo files that clarify the issue. (Optional)

Drop files here or

Max. file size: 24 MB, Max. files: 3.

Description or additional remarks

Please describe the problem you are experiencing in as much detail as possible, so we can assist you as efficiently as possible.

Order number or invoice number

You can find the order number in your purchase confirmation email, invoice, or packing slip, while the invoice number is noted on the invoice itself, also sent to you digitally.

Name(Required)

First name (Required) Last name (Required)

Business name (Optional)

Business name

E-mailadres(Required)

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