At Nurosym, we’re committed to offering reliable, easy-to-use devices. If you experience any minor issues, don’t worry! Many common concerns can be quickly resolved with just a few simple steps before needing additional support.
Here are a few common questions from our patients, along with some quick solutions:
My earpiece keeps slipping off
While the Nurosym earpiece is designed to fit everyone, some patients may find that it slips off due to differences in ear size. Don’t worry—our earpiece has a malleable section you can adjust for a custom fit. Try gently squeezing the thicker portion of the cord to mould it to your ear. Here’s what it should look like when shaped properly:
Additionally, you can try running the cable behind your neck and over your right shoulder to help keep it secure. Some patients find it helpful to use the device while seated and split sessions into two 15- or 30-minute intervals for better comfort.
For some, wearing headphones over the Nurosym earpiece keeps it firmly in place during longer sessions.
I think my earpiece is broken
If you suspect the earpiece isn’t working, there’s a quick way to test it:
Place the gold plates of the earpiece on your little finger with the electrode below your nail.
Gradually increase the intensity to feel the sensation.
If you don’t feel any stimulation, follow this simple protocol:
Set the device to level 5 and run it for 5 minutes.
Slowly increase the intensity by 1 level per second until you feel a mild tingling.
If you still don’t feel anything, the earpiece may be faulty. Our team can help with next steps.
Troubleshooting Charging Issues
If your Nurosym device is not charging or showing any lights, you can follow these steps to identify and resolve the issue. Ensuring proper functionality of the device can often be achieved through basic physical checks, resets, or interpreting device indicators.
Inspect and Test the Charging Cable and Adapter:
Use the original charging cable and adapter that came with your device. If unavailable, test with another USB cable and wall adapter.
Plug the cable into a USB wall adapter and then into a power outlet to check if the connection is functional.
Clean the Charging Port:
Check for any debris, dust, or dirt in the charging port of your Nurosym device, as these can interfere with a stable connection.
Verify Connection Stability:
Ensure that the gold contacts on both the device and the charging cable are aligned and make firm contact.
Performing a Reset
If physical checks do not resolve the issue, a device reset can help restore charging functionality:
Turn the device ON.
Press and hold the Power and – (minus) buttons together for 5 seconds (the Power button is located below the – and + buttons).
Check for the following reset indications:
The device will vibrate twice.
The screen will flash twice.
Understanding Charging Indicators
When successfully connected to a charger:
Charging in Progress: The device display will show white dots, and the blue LED will light up.
Fully Charged: All white LED lights will remain steadily lit, indicating a full charge (charging typically takes 1–2 hours).
Upon turning on a low-battery device, the display will show 'Lo,' signaling that the battery needs charging after the current session.
If the lights turn off shortly after plugging in the device, ensure that you have pressed the ENTER button (the large round button below the display) after setting up the duration and intensity, as this initiates a session.
Next Steps if Issues Persist
If the above steps do not resolve the issue:
Consider leaving the device plugged in for 3–6 minutes without attempting to power it on initially, as the battery might be fully drained.
Replace the charging cable if it seems faulty or damaged.
If the device still does not respond, contact the Nurosym Care Team for further assistance or to request a replacement.
Remember
These are simple steps designed to help you test whether your device is working properly or to improve its use. Under no circumstances should you attempt any DIY repairs, such as opening the device to inspect it yourself. Our friendly team is always here to assist with any problems you encounter, so please don’t hesitate to reach out via the support widget in the bottom right hand corner of our website if you face an issue that isn’t covered here.