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.