Digital Hand NW Support

When you connect the battery to the device, the screen should light up temporarily to signal that the device has recognised the battery connection.

If the screen does not light up, firstly separate the battery from the device and reconnect it to the device ensuring the gold terminals on the battery are fully in contact with the gold terminals on the device. If you have more than 1 battery, please try connecting all of the batteries and see if the device can recognise any battery.

If none of the batteries can be recognised, the gold terminals on the device and/or the batteries may be contaminated preventing the device to recognise the batteries. Gently wipe the gold terminals on both the device and the batteries with an alcohol wipe. It is important to let the terminals dry completely before reconnecting. If the issue persists, please fill out the device service request form here.

If the device recognises one battery but not the other, the battery that cannot be recognised may be flat and needs to be charged. Please ensure the gold terminals on the charger are also cleaned with an alcohol wipe and dried completely before the battery is connected to it for charging. The light on the charger should be red to start with and only change to green when the battery is fully charged. If you have any issues charging the battery, please refer to the section below on the battery charging issue.

When connecting the battery to the charger, please connect the battery to the charger first ensuring the gold terminals on the battery are fully in contact with the terminals on the charger. Then to connect the cable to the charger. The light on the charger should be red at first and only change to green when fully charged.

If you get red light, please check the cable connection to the charger. The light should stay solid red even if the cable is slightly moved. Sometimes the connection between the two can become loose and cause the light to switch off with slight movement. If this occurs, replacing the cable will resolve the issue.

If you get no light or orangish light with red and green mixed, the cable, the USB adaptor, the powerboard (if used) and/or the wall socket may be faulty. Please try to change these parts one at a time to locate the fault. If no fault can be found in all the other parts and you believe the charger is the issue, please fill out the device service request form here.

If you get green light even though the battery is not fully charged, clean the gold terminals on the battery and the charger with an alcohol wipe to remove any contamination. Let the terminals dry completely and then reconnect the battery, the charger, and the cable in the correct order.  If the issue persists, fill out the device service request form.

Please refer to the section above on the battery charging issue to check the battery is charging properly and that there are no issues with the charger or any other part/s that can affect battery charging. If the issue persists with a fully charged battery, please fill out the device service request form.

A needle cartridge cannot be connected to or secured onto the device if the front body of the device where the cartridge connects to is damaged. If this is the case, please fill out the device service request form.

However, if you are having an issue without any damages to the front body of the device, please try connecting another needle cartridge to the device as the cartridge may have been faulty. If the issue persists, please fill out the device service request form.

Error code can appear if the needle cartridge is not connected properly or due to a glitch on the program.

Please separate the needle cartridge and the battery from the device. Then connect the battery to the device and turn it on.

If you still get the error code without a needle cartridge connected, please fill out the device service request form.

If the error code does not appear without a needle cartridge connected, turn the device off and connect the same needle cartridge that was connected to the device when the error code first appeared. Turn the device on and if you still get the error code, please turn the device off and connect a brand new needle cartridge. If the issue persists with a brand new needle cartridge, please fill out the device service request form.

Error code appearing temporarily during treatment signals that too much downward pressure is applied and the needles are not able to retract properly. Please do not press the pen into the skin while also moving it across the skin.

The ring can jam if it is forced to turn past its range. Please try turning it in the opposite direction to the direction you have been turning. Latex gloves can provide additional grip needed to turn the ring. If the issue persists, fill out the device service request form.

In a clinic where multiple therapists use the device, please ensure the needle length adjustment ring is set back to 0 after each use to prevent confusion on which direction the ring should be turned.