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 Eko DUO™ not performing as expected. Below are simple steps to follow to help you get back on track.
Triaging issues with the Eko DUO™
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 DUO™ and Eko App.
-
Turn them on.
-
Make sure the DUO™ and your mobile device are fully charged.
-
Make sure you can see the PCG and/or ECG waveforms 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 |
---|---|---|
DUO™ |
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 |
---|---|---|
LED circle lights up while charging. |
Issue resolved. |
|
Possible outcomes |
Yes |
No |
---|---|---|
Is device on charger with the action button facing up? |
Contact Eko support with what you've experienced. |
Flip the device over, issue resolved. |
Possible outcomes |
Yes |
No |
---|---|---|
The action button seems stuck, unable to press. |
|
|
Action button doesn’t seem stuck, but doesn’t turn on. |
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 ECG line (top) and 1 PCG line (bottom). |
|
What should happen |
Yes |
No |
---|---|---|
Hear heart sounds, see ECG and PCG signals 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: |
0000887 Rev.2.0 |
Date of Issue: |
July 20, 2023 |