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1
Which EMDR Kit do you have?Click on one of the pictures below.
With which part of the EMDR Kit 1 are you experiencing an issue?

If your Light Tube is faltering, it could have the following causes:


1. Bad contact

If your Light Tube is faltering, it could have to do with a bad contact between the Controller and the Light Tube. Could you try the following:

  • Remove the wire of the Light Tube from the Controller.
  • Blow into the entrance of the Controller as well as the connecting piece from the wire of the Light Tube.
  • Attach the wire of the Light Tube back into the Controller. 
  • See if this resolved the issue. 

  • 2. The connecting piece is defective
    If you look into the connecting piece of the Light Tube's wire, you will see some metal pins. There should be 6 of them, together with a black pin in the middle. If any of the pins are missing, or bend, it could explain the issue. You can contact us to see if we can repair this.

    Was your problem not resolved, or has it been made clear that there is a defect, then you can fill in the form below and we will contact you as soon as possible.

    If your Light Tube does not do anything , it could have the following causes:


    1. Bad contact

    If your Light Tube is faltering, it could have to do with a bad contact between the Controller and the Light Tube. Could you try the following:

    • Remove the wire of the Light Tube from the Controller.
    • Blow into the entrance of the Controller as well as the connecting piece from the wire of the Light Tube.
    • Attach the wire of the Light Tube back into the Controller. 
    • See if this resolved the issue. 

    2. The connecting piece is defective
    If you look into the connecting piece of the Light Tube's wire, you will see some metal pins. There should be 6 of them, together with a black pin in the middle. If any of the pins are missing, or bend, it could explain the issue. You can contact us to see if we can repair this.

    3. MUSIC MODE
    It could be that your controller has been set to MUSIC mode. When this mode is active, the Light Tube and Pulsators do not work. You can put your controller back in SWEEPING MODE by following these steps:

    • Turn on the Controller.
    • Press the M button once. 
    • Does the screen read MUSIC? Then press the arrow buttons until the screen reads SWEEPING.


      4. Low intensity setting

      The intensity could be set too low, making the Light dot invisible. You can increase the intensity by pushing the + button on the controller next to "Volume/Intensity".


      Was your problem not resolved, or has it been made clear that there is a defect, then you can fill in the form below and we will contact you as soon as possible.

      The wire attached to the pulsators can be subject to wear and tear. That could cause the connection between the wire and the pulsators to become less effective. The Pulsator could also be defective.

      To test whether the wire is worn out or that the issue is caused by a defective Pulsator, you can try the following: 

      • Remove the Pulsator that is malfunctioning from the wire. 
      • Also remove the functioning Pulsator from the wire.
      • Now attach the malfunctining Pulsator to the end of the wire where previously the functioning Pulsator was attached. 
      • And attach the functioning pulsator to the end of the wire where previously the malfunctioning pulsator was attached.  

      If the same Pulsator is still malfunctioning, that Pulsator is defective and needs to be replaced.  

      If now the other Pulsator (that was functioning well previously) is malfunctioning, the issue is caused by the wire. 


      You can order a new wire here.
      You can order a new single Pulsator here (with wire)
      You can order a new set of Pulsators here (with wire).


      Please note: The color of the Pulsators has changed to green/blue since we introduced the EMDR Kit Classic. 


      If both Pulsators are malfunctioning, it could have the following causes: 

      1. MUSIC MODE

      It could be that your controller has been set to MUSIC mode. When this mode is active, the Light Tube and Pulsators do not work. You can put your controller back in SWEEPING MODE by following these steps:

      • Turn on the Controller.
      • Press the M button once. 
      • Does the screen read MUSIC? Then press the arrow buttons until the screen reads SWEEPING.

        2. Low intensity setting

        The intensity could be set too low, making the Light dot invisible. You can increase the intensity by pushing the + button on the controller next to "Volume/Intensity".

        3. Wire wear and tear

        After a while, the wire can be worn and the contact between the wire and Pulsators could be bad. You can purchase a new wire here.  


        4. Pulsators defective

        It could be that your Pulsators are defective. In that case, you can order new ones. 



        You can order a new wire here.
        You can order a new single Pulsator here (with wire)
        You can order a new set of Pulsators here (with wire).

        Please note: The color of the Pulsators has changed to green/blue since we introduced the EMDR Kit Classic.

        If the controller of your EMDR Kit 1 is defective, we can not do anything about that anymore unfortunately. The EMDR kit 1 has been removed from production since 2016. We did improve it and released a new, upgraded version of it. You can purchase the EMDR Kit Classic here.

        If the Headphone of your EMDR Kit 1 is defective, you can order a new one here.

        Which part of the EMDR Kit Classic are you experiencing an issue with?

        If your Light Tube is not functioning (well) it could have the following causes: 

        1. Bad contact 
        If your Light Tube is not funtioning well, it could be caused by a bad contact between the Controller and the wire of the Light tube.  

        Could you try the following steps:

        • Check if the USB connector piece is fully inserted into the Controller. 
        • Remove the wire of the Light tube from the Controller
        • Now blow into the entrance in the controller as well as into the connector piece on the wire. 
        • Attach the wire to the controller and see if the issue has been resolved. 

        2. Cable break
        A break in the wire of the Light Tube could cause malfunctioning. Could you check if there is a break in the wire somewhere?


        Was your problem not resolved, or has it been made clear that there is a defect, then you can fill in the form below and we will contact you as soon as possible.

        The wire attached to the pulsators can be subject to wear and tear. That could cause the connection between the wire and the pulsators to become less effective. The Pulsator could also be defective.

        To test whether the wire is worn out or that the issue is caused by a defective Pulsator, you can try the following: 

        • Remove the Pulsator that is malfunctioning from the wire. 
        • Also remove the functioning Pulsator from the wire.
        • Now attach the malfunctining Pulsator to the end of the wire where previously the functioning Pulsator was attached. 
        • And attach the functioning pulsator to the end of the wire where previously the malfunctioning pulsator was attached.  

        If the same Pulsator is still malfunctioning, that Pulsator is defective and needs to be replaced.  

        If now the other Pulsator (that was functioning well previously) is malfunctioning, the issue is caused by the wire. 

        If the issue is caused by the Pulsator and your order falls within the warranty period, please contact us about replacement or repair though the form below. 


        You can order a new wire here.
        You can order a new single Pulsator here (with wire)
        You can order a new set of Pulsators here (with wire).


        Please note: The color of the Pulsators has changed to green/blue since we introduced the EMDR Kit Classic. 

        Please let uw know what issue you are experiencing with your Controller so we can help you as soon as possible.

        If your Headphone is not functioning well, it could have the following causes:

        1. Bad contact
        Could you check if the jack plug is inserted all the way into the Controller?

        2. Volume 
        Could you check if the volume on the controller is not set too low? You can adjust the volume with the buttons on the Controller.

        3. Cable break
        Could you check if there is a break in the cable somewhere? 


        Was your problem not resolved, or has it been made clear that there is a defect, then you can fill in the form below and we will contact you as soon as possible.

        What model do you have?The model number can be found on the underside of the Light Tube
        Which part of the EMDR Kit Wireless are you experiencing an issue with?

        If you do not manage to get a connection with your Light Tube it could have the following explanations: 


        1. The Light Tube is not turned ON.
        Do you have a model with an ON/OFF switch on the base of the Light Tube? Then check if the 1 on the switch is pushed down so that the Light Tube is turned ON. A light should appear on the back of the Light Tube, indicating that it is turned ON.


        2. The battery is very low or empty.
        The battery of your Light Tube can be empty or very low, making it hard or impossible to make a connection. Please attach the charger to the Light Tube and into the power supply. A red light should start blinking on the back of the Light Tube, indicating that it is charging. If the light turns green, it indicates that it is charged sufficiently.


        3. Bluetooth is not turned on on your device.
        Make sure Bluetooth is turned ON on your phone or tablet.


        4. Reinstall the EMDR Kit app 
        This could solve your issue. Could you remove the EMDR Kit app from your phone/tablet completely and then install it again and see if that resolves the issue?


        Was your problem not resolved, or has it been made clear that there is a defect, then you can fill in the form below and we will contact you as soon as possible.

        Questions
        Yes No
        Is the Light Tube turned ON? The 1 should be pressed down. (If you have a model 1, the Light Tube is always on if it has a charge.)
        Is the Light Tube charged?
        Is Bluetooth turned ON on your phone / tablet?
        Did you try to remove and reinstall app?

        When your Light Tube does connect through the CONNECT menu in the app but there is no light dot appearing on the Light Tube, it could help to turn OFF the Light tube for 10 seconds, using the switch on the base of the Light Tube. You can try to turn on the Light Tube again and connect with it after waiting for 10 seconds. 

        Do you have a Light Tube without an ON/OFF switch (model 001 and model 002)? Then you can restart the Light Tube by draining the battery for 24 hours. Just leave it unplugged for 24 hours and after that, attach the charger and try to connect it again and see if the issue is resolved.


        Was your problem not resolved, or has it been made clear that there is a defect, then you can fill in the form below and we will contact you as soon as possible.

        If you are experiencing an issue with connecting to one or both of your Pulsators, it could have the following causes: 


        1. The Pulsator is not active. (Only with model 4 and newer).
        Make sure your Pulsators are active.  The Pulsators are activating when you move them because they are equiped with a movement sensor. A blue light will start blinking for 30 seconds. In that period, you can connect the Pulsators. After not being moved for 30 seconds and not being connected, the Pulstaors will turn off. 


        2. The battery of one or both Pulsators is low or empty. 
        When the battery is not charged well, it could cause issues with connecting. Do the Pulsators charge as intended? After a while of charging, the LED lights on the Pulsators should turn green, indicating that the battery is sufficiently charged. While charging, the LED will blink red. Some dirt or dust might gather on the contact points of the Pulsators as well as in the dockingstations. You can clean these contact points with some alcohol so that the charging process can be improved. 

        3. Bluetooth is not turned ON. 
        Make sure Bluetooth is turned on on your Phone/Tablet. 

        4. Your iOS or Android operating system is not up to date.
        Could you check if the latest version of iOS or Android is installed on your device? With iOS devices you can check that under SETTINGS > GENERAL > SOFTWARE UPDATE. On Android devices you can check that under SETTINGS > SOFTWARE UPDATE .


        5. The EMDR Kit app needs to be reinstalled.
        Could you remove the EMDR Kit app from your phone and reinstall it again? In some cases this might solve your issue.


        6. Something is defect.
        Your Pulsator could be defect because of a fall for example. Please contact us to see if we can repair this. 


        Was your problem not resolved, or has it been made clear that there is a defect, then you can fill in the form below and we will contact you as soon as possible.

        It is important to clean the contact points of the Pulsators and docking stations every once in a while with some cleaning alcohol.


        There can gather some dust or dirt in the contact points of the Pulsators as well as the dockingstations. 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. 

        Did you already clean the contact points of the Pulsators AND dockingstations?
        Is there any visual damage or irregularity to the Pulsator?If yes, please clarify in the description below.

        Your Pulsator could be defect because of a fall for example.  This could explain why it is making a loud noise compared to the sound it made when you received them. Please contact us through the form below to see if we can repair this.

        If your Pulsator(s) lose connection during use, it could have the following causes: 


        1. The battery of one or both Pulsators is low or empty. 
        When the battery is not charged well, it could cause issues with connecting. Do the Pulsators charge as intended? After a while of charging, the LED lights on the Pulsators should turn green, indicating that the battery is sufficiently charged. While charging, the LED will blink red. Some dirt or dust might gather on the contact points of the Pulsators as well as in the dockingstations. You can clean these contact points with some alcohol so that the charging process can be improved. 

        2. Your Phone or tablet does not meet the minimum requirements or interferes in an other way. 
        The minimum requirements are: iPhone 4s/iPad 3th generation or up. For Android there are also additional minimum system requirements:CPU speed: 1,6 GHz and RAM: 2 GB. We have tested the EMDR kit Wireless with many different devices. However, we can not guarantee that it works on every device as some manufacturers save on the parts of their phone or tablet such as the bluetooth module.
        If you have doubts about whether your tablet / phone meets the requirements, feel free to contact us.
        Could you try and see if the parts do work as intended when you use an other phone or tablet if you have that possibility?


        3. Your iOS or Android operating system is not up to date.
        Could you check if the latest version of iOS or Android is installed on your device? With iOS devices you can check that under SETTINGS > GENERAL > SOFTWARE UPDATE. On Android devices you can check that under SETTINGS > SOFTWARE UPDATE .

        4. The EMDR Kit app needs to be reinstalled.

        Could you remove the EMDR Kit app from your phone and reinstall it again? In some cases this might solve your issue.



        Hopefully, one of these explanations could explain why your Pulsators are disconnecting during usage. If you need any further assistance, please contact us through the form below and we will respond as soon as possible.

        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 with the micro-USB charger. ​
        • Now, press the middle button on the Headphone for 7-8 seconds 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.
        • Press on this signal. The Headphone should now connect. 


        Still having an issue? Please contact us through the form below and we will respons as soon as possible.

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