Below are some common troubleshooting issues and how to resolve them:

Problem: Device doesn’t power on when START/STOP button is pressed. or Cuff does not inflate. (display remains off).

  • Possible Reason: Batteries completely drained.
    Resolution:
    Replace batteries with new Duracell AA.

  • Possible Reason: Batteries inserted with incorrect polarity.
    Resolution:
    Remove batteries and reinstall them making sure the + and - polarity symbols on the batteries match those inside the battery compartment.

Problem: Cuff does not inflate. (display turns on).

  • Possible Reason: Cuff not plugged in correct.
    Resolution:
    Make sure the connector on the cuff tube is plugged all the way into the device.

Problem: Cuff doesn’t form a loop around arm.

  • Possible Reason: Cuff isn’t assembled properly.
    Resolution:
    To form a loop: pass the end of the cuff furthest away from the tubing through the long metal D-ring. The smooth side (without the hook and loop fasteners) should be on the inside of the cuff loop.

Problem: Readings too high or low OR readings vary significantly between measurements.

  • Possible Reason: Not using proper cuff size
    Resolution:
    Your BP Monitor comes with a standard, one-size-fits-all cuff that is 22 - 42 cm. If you are finding that the one-size-fits-all cuff is too loose, avoid wrapping the cuff around your arm multiple times as this can give inaccurate readings. Instead, you can order a smaller replacement cuff. The smaller cuff is 22 - 32 cm, and works better for people with smaller arms. Contact ThoroughCare about ordering your smaller replacement cuff.

  • Possible Reason: Cuff not positioned correct.
    Resolution:
    Review the instructions on Securing the Cuff, and retry measurement. Specifically make sure the cuff is not to loose or too tight.

  • Possible Reason: Movement during measurement.
    Resolution:
    Place your arm on a table with your palm facing up. The cuff should be at the same level as your heart. Make sure you stay still and don’t talk during measurement.

Problem: Measurement results differ from those measured at doctor’s office.

  • Possible Reason: Measurements taken in a medical/professional environment (white coat effect) may affect your blood pressure.
    Resolution:
    Measurements taken in a more relaxed, home environment may avoid effects experienced in clinical settings. Continue taking readings as usual. If in doubt, contact a medical professional.

Problem: Error code shown after measurement.

  • Possible Reason: Measurement accuracy may be affected or transmission may have been unsuccessful.
    Resolution:
    Consult the error code table below for more information and further instructions.

Error codes

Code: Er1
Description:
Low battery error.
Resolution:
Confirm that the replacement batteries are all brand new, unexpired, Duracell branded. Confirm that the battery compartment is clean and the contact terminals have no foreign material blocking them.

Code: Er2
Description:
Movement detected.
Resolution:
Avoid moving or talking while taking a measurement. After securing the cuff assuming the correct posture, consider waiting for five minutes to settle down before starting a measurement.

Code: Er3
Description:
Measurement out of range.
Resolution:
Confirm that the cuff is secured correctly on your exposed arm. Remove all clothing and jewelry from your arm. If you feel unwell, contact a medical professional.

Code: Er4 (batt)
Description:
Low battery error.
Resolution:
Confirm that the replacement batteries are all brand new, unexpired, Duracell branded. Confirm that the battery compartment is clean and the contact terminals have no foreign material blocking them.

Code: Er4 (cell)
Description:
cell/network error (displayed after lines going around).
Resolution:
Confirm test at EXACT SAME location. Confirm text at NEW location, preferably closer to a window. Take three successive measurements.

Code: Er5
Description:
cellular connection error (displayed after lines going around); network found, unable to set-up data connection.
Resolution:
Confirm test at EXACT SAME location. Confirm text at NEW location, preferably closer to a window. Take three successive measurements.

Code: Er6
Description:
Data transmission error (displayed after lines going around); signal not strong enough.
Resolution:
Confirm test at EXACT SAME location. Confirm text at NEW location, preferably closer to a window. Take three successive measurements.

Code: Er7
Description:
Internal error (displayed after lines going around).
Resolution:
Check that replacement batteries are all brand new, unexpired, Duracell branded.

Code: Er9
Description:
Provisioning error (displayed after lines going around).
Resolution:
Request assistance from ThoroughCare.

Code: DISPLAY
Description:
Display issues: completely blank, segment missing, incorrect characters.
Resolution:
Confirm the participant understands power-on procedure. Check that replacement batteries are all brand new, unexpired, Duracell branded.

Code: PHYS
Description:
Physical defects: cracked glass or plastic, large scratches, missing feet, etc. impacting performance.
Resolution:
Confirm that the defect impedes the function of the device.

Code: WAKE
Description:
Unit won’t power on.
Resolution:
Review and confirm that you understand the power-on procedure. Check that replacement batteries are all brand new, unexpired, Duracell branded.

Code: LOST
Description:
Product lost in shipping.
Resolution:
Contact ThoroughCare.

Code: Er10
Description:
Subscription suspended (displayed after lines going around).
Resolution:
Contact ThoroughCare.

Code: Er11
Description:
Terminated (displayed after lines going around).
Resolution:
Permanently deactivated (requested by customer).

Code: Er15
Description:
Calibration error.
Resolution:
Contact ThoroughCare.

Code: Er16
Description:
Internal memory error.
Resolution:
Contact ThoroughCare.

Code: Er17
Description:
Internal memory corruption.
Resolution:
Contact ThoroughCare.

Code: Er18
Description:
Sensor error.
Resolution:
Contact ThoroughCare.

Code: Er19
Description:
Failed to zero.
Resolution:
Contact ThoroughCare.

Code: Er20
Description:
Cuff didn’t deflate.
Resolution:
Check cuff placement. Make sure the connector is plugged in and the tube is straight.

Code: Er21
Description:
Pulse not detected.
Resolution:
Check cuff placement. Make sure the connector is plugged in and the tube is straight.

Code: Er22
Description:
Measurement error.
Resolution:
Check cuff placement. Make sure the connector is plugged in and the tube is straight.

Code: Er23
Description:
Hardware failure.
Resolution:
Contact ThoroughCare.

Code: Er24
Description:
Software failure.
Resolution:
Contact ThoroughCare.

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