Troubleshooting & FAQs

General

Where can I get my EMS DolorClast® device maintained/repaired?

Any EMS DolorClast® devices must be maintained/repaired by an authorised EMS Repair Centre.

How often do I need to get my device serviced?

Your entire unit control unit, handle, compressor requires service 2 years from purchase and then yearly after.

Do I need to send my device in for service?

Annual service is completed on-site in 2 hours by our EMS Service Partner.

Where no EMS technician is available in your area, your entire unit will need to come into our workshop for annual service.

What do I need to send in with my DolorClast® device for annual service?
  • Power Cables
  • Control Unit
  • Compressor
  • Hoses
  • Handpiece (No need to send in all applicator heads, one is enough)
What do I need to send in with my DolorClast® handle?

Just send in your handle with an applicator head. You don't need to send all of your applicator heads, as you can still use them on the loan handpiece you receive.

How do I send in my device or handle for service?

If on-site annual service is unavailable our service partners U-Tech Medical will organise a courier to pick up your unit and have it delivered directly to our workshop

Please follow the instructions from U-Tech to help guide you.

What should I wipe down my unit with and how often?

Do not use any alcohol-based cleaning solution or warm water to wipe down the unit.

What kind of gel can I use with my DolorClast® device?

DolorClast® devices should only use EMS contact gel

Compared to other contact gels, EMS’ gel is high in viscosity and doesn’t dry as sticky. This ensures that the gel does not enter the chamber of your handle and causes it to seize.

Control Unit

The entire unit is losing power.

Ensure that your unit is connected to power supply and that there is no tension on the electrical cord.

All the lights are blinking.

Make sure to check the horizonal bar where you select the amount of shocks you want to deliver. Most cases 1 or 2 LEDs will stay solid and not flash like the rest of the LEDs.

If all lights are flashing, the power supply is causing the issues and should be sent in for repair.

One LED is solid when flashing.

Handpiece connection issue.

Unplug the handpiece and make sure it is connected properly with the red dot matching up on the handpiece connector and control unit.

Two LEDs are solid when flashing.

Compressed air issue.

Ensure you check the compressor is plugged in and turned on.

Sounds like my control unit is leaking/hissing.

Check air hose connector at rear of unit, make sure this is securely fitted.

If still audible, organise a service/repair. Most likely, the internal valve has become faulty.

Compressor

My compressor isn’t working.

Check that it is plugged in.

Check that the switch on top of the compressor is switched on (dial turned to the right).

How do I drain my compressor?

There is a plastic bottle that catches all the condensation and gunk from the compressor lines. Just pull the bottle forward and unscrew from the lid.

This can be poured straight down the sink as it is 95% water.

How often should I be draining my compressor?

Dependant on weather and changes of season. Best practice is to monitor it weekly and never let it reach more than half full.

Letting it get too high can cause the fluid to be sucked back into the system and cause multiple compressor and control unit issues.

Handle

Where do I put the o-rings?

Ensure that the applicator head has one o-ring facing the front and one o-ring facing the back. The front one is larger, and the backward facing is smaller.

What is the purpose of o-rings?

Helps project the handpiece parts from stress fractures.

Provides a barrier to stop EMS gel entering cavities that can cause projectile issues.

My handle screen shows a service spanner.

The spanner indicates that your handpiece requires a refurbishment.

  • Radial: Requires refurbishment every 1 million shocks
  • Power+: Requires refurbishment every 600,000 shocks
  • EVO Blue: Requires refurbishment every 5 million shocks (but you need to install a maintenance kit every 1 million shocks)
My unit is making a clicking sound.

Projectile is getting stuck and needs to be changed with new revision kit if an EVO handle.

Record the sound and add as a sound bite to service site.

There is a blockage in my handle.

For EVO you can remove the revision kit and submerge in water.

Battery symbol shows on the handpiece display.

Please send in your handle for repair/refurbishment/display repair.

Nothing appears on my handle display.

Display is faulty and needs to come in for repair.