Who is this for?
✓ Enterprise institutions with a subscription to the SENSORA™ platform
If you need help:
-
If you're an admin with your institution, reach out to your Customer Success Manager.
-
If you're a clinician or site with your institution, contact support.
If you're a customer who purchased your own Eko device, go to the Eko Help Center.
Here you’ll find information about what to do if something goes wrong, such as the CORE™ not performing as expected. Below are simple steps to follow to help you get back on track.
Triaging issues with the CORE™
This preliminary check makes sure that you have a smooth session with the patient. If there are issues, you can catch them privately and follow this troubleshooting guide before you need to meet with the patient.
Before your patient exams, check the CORE™ and Eko App.
-
Turn them on.
-
Make sure the CORE™ and your mobile device are fully charged.
-
Make sure you can see the waveform in the app when you start a cardiac exam or recording.
Below is a list of potential issues you might see and how to respond.
Device |
Possible case |
Your response |
---|---|---|
CORE™ |
Audio playing on loop (not stopping or responding). |
|
Eko App |
Not responding, responding slowly, or crashing. |
|
Eko App |
See “weak Bluetooth” warning messages. |
|
Eko App |
Recording fails because of “weak Bluetooth” connection. |
If something isn’t working right, it’s best to start from the beginning and follow this sequence of Yes/No questions to pinpoint where the issue might be.
What should happen |
Yes |
No |
---|---|---|
Solid yellow light when charging. |
Issue resolved. |
|
Possible outcomes |
Yes |
No |
---|---|---|
Charging cable not fitting into micro USB port. |
|
|
The volume buttons are the plus (+) and minus (-) buttons on the side of the CORE.
Possible outcomes |
Yes |
No |
---|---|---|
Nothing happens. |
|
|
Possible cases |
Yes |
No |
---|---|---|
Anything else connected to Bluetooth? Check your Bluetooth settings on your mobile device. |
Disconnect others and retry. |
Continue to question below. |
Is mobile device connected to Wi-Fi? |
|
What should happen |
Yes |
No |
---|---|---|
1 PCG line on recording screen. |
|
|
What should happen |
Yes |
No |
---|---|---|
Hear heart sounds, see PCG signal on app. |
|
|
What should happen |
Yes |
No |
---|---|---|
Able to follow all instructions in these help articles: |
No issue. |
If none of these troubleshooting guidelines have helped, please contact Eko support.
LBL: |
0000886 Rev.2.0 |
Date of Issue: |
July 20, 2023 |