If your EmbracePlus for EpiMonitor is not charging, you can try these simple steps to resolve the issue:
- Make sure the EmbracePlus display and side buttons are visible (facing outwards) while you slide EmbracePlus into the cable charger.
- Adjust the EmbracePlus by wiggling it a bit, making sure that the golden contacts on the EmbracePlus are in contact with the golden pins on the charger (see video above).
- Make sure that you use the cable charger included in the EpiMonitor package, and plug it into a power adapter that is IEC 62368-1 (IEC 60950-1) certified with 5V Output, maximum 3A.
- Try plugging the charger into a different power outlet or certified USB power source.
- Make sure there is no dust on the cable charger and the golden contacts on the side of EmbracePlus.
- If there is any dust, disconnect the charger from the power source and clean it carefully with a dry cloth.
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Inspect the EmbracePlus cable charger for physical damage. You can check the body of the charger, the pins, and where the cable starts.
- Specifically for the pins on the charger, check if the springs of the pins correctly retract and come back to their position when pressed.
- If there is any damage, disconnect the cable charger from the power source and stop using it. Send us photos of the damage so our Team can further review.
Further troubleshooting
Should these steps not help, please also try the following:
- Place the EmbracePlus in the charger for 5-10 minutes, even if the screen is completely black. The cable charger and EmbracePlus will automatically attach through magnets.
If the display shows the battery percentage number, the issue should be resolved. If not, continue with the next step.
- While the device is in the charger, reboot EmbracePlus by pressing and holding both side buttons on the device simultaneously for at least 15 seconds. The display will flash, and you should see a 'HI' message, confirming the reboot.
Reporting to the Team
If the issue persists, please take a short video of the EmbracePlus being placed in the charger and wiggled into place. Forward it to support@empatica.com, and we will gladly look into it further. Sending the video will help us resolve the issue faster.