Quell Wearable Pain Relief User Manual - page 27
APPENDIX B: Troubleshooting
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User Manual Quell Customer Care 1-800-204-6577
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The therapy stopped and the light is blinking
orange continuously.
A blinking orange light typically indicates poor
contact between the electrode and the skin. This
may occur because the device is not securely
placed on the leg or because the electrode is
dry. Check that the electrode is snapped in, the
electrode is in complete contact with the skin,
and the band is attached snugly (but not too
tightly) on the leg. Start therapy again. If the
problem recurs, remove the device and inspect
the electrode. Place the device back on the leg
and restart the therapy session. If the problem
persists, then replace the electrode.
The light is blinking white but I do not feel
anything.
Wait until therapy has run for at least 2 minutes to
allow device to ramp up to therapeutic intensity.
If, after 2 minutes, you still cannot feel anything,
the intensity is too low. Click and hold the button
to increase the intensity until you feel a strong but
comfortable sensation. Alternatively, calibrate the
device again.
The device isn’t automatically restarting.
If the device is off leg for more than 60 minutes
during “off” cycle, you will need to manually
restart therapy, which will then go back into Auto
Restart cycle of 60 minutes on, 60 minutes off. If
you charged the device or recalibrated during the
60 minute “off” cycle, you will need to manually
restart therapy. If you manually stopped the
previous session, the next session always needs
to be manually restarted. If none of the above,
you should confirm that Auto Restart mode is
on by checking the setting on your mobile app or
following instructions in Appendix E of the User
Manual.
You can change settings manually by holding
the device off your leg without the electrode
connected. Hold the button down for 10 seconds
to toggle between settings.
1 white light = manual. 5 white lights = automatic
The therapy stings or feels uncomfortable.
Turn off the device by clicking the button 4 times.
Remove the device and inspect the electrode,
make sure all four electrode gel pads are in good
condition. If your skin is dry then consider using
skin moisturizer. Place the device and electrode
back on your leg, making sure that there is
complete contact between the electrode and
the skin. Sometimes it is helpful to smooth the
electrode onto the skin first and then secure the
sports band. If the discomfort persists, then
replace the electrode.
If replacing the electrode doesn’t help, you may
need to recalibrate. One way to check calibration
level is to see how long it takes to feel any
sensation during therapy session. If it is felt within
the first five seconds, it is a good indication that
calibration is too high.
I have leg cramps/muscle contraction during
therapy, or muscle soreness after use.
Confirm that the intensity is appropriate – strong
but comfortable. You can recalibrate. You may
also want to decrease the intensity, as long as it
remains strong. (If you are using the mobile app,
don’t worry if the app indicates that the intensity
is low – that is a general warning).
Try the other leg. Often one leg is more prone to
cramping or soreness than the other leg.
Reposition the device to minimize the amount of
electrode on the back of the calf. This usually means
positioning the device on the inside or outside
rotated towards the front (but not right on top of
the tibia bone).
If you mostly have cramping/soreness when lying
down, make sure that the device is not positioned
such that it is sandwiched between the bed and your
leg. Compressing the device forces the electrodes
closer to the muscle, making it more likely to activate
it. If this is happening, the device should be placed to
the inside or outside to minimize any discomfort.