Before You Call-Troubleshooting; Return Procedure - mTrigger Biofeedback User Manual

9.2: Before You Call—Troubleshooting
If you are having a problem with your biofeedback system, please check the list below of
common conditions that can occur that you may be able to resolve without having to
contact mTrigger Customer Service.
If the device will not turn on:
Attempt to charge. If after attempted charge, the device does not show charging indicator
LEDs or still does not turn on, call mTrigger Customer Service to undergo troubleshooting
exercises to determine if a replacement battery is required.
If there are problems with the battery:
Problems with the battery (e.g., battery will not charge, will not hold a charge, or depletes
charge quickly) may not require battery replacement. Call mTrigger Customer Service to
undergo troubleshooting exercises to determine if a replacement battery is required.
If there are error messages:
Ensure that your mobile device's Bluetooth is turned on, the mTrigger mobile application
has the appropriate permissions, and that you are using only authorized accessories.
If you experience signal malfunction:
If hypersensitivity, lack of signal, inconsistencies within or across channels persists
beyond 60 seconds, please document the issue with video or photographic evidence and
report it to mTrigger Customer Service.
If other signal anomalies occur, ensure that you are using new electrodes and the cables
are in the proper channel inputs. Troubleshoot excess noise by observing resting activity
on various muscles and/or persons. If the issue is inconsistent across these use cases, it
is likely to do with the original subject and temporal/environmental conditions like fatigue,
spasm, hydration, and humidity, which can all impact sEMG readings. If signal issues
inconsistent with your clinical assessment persist across conditions, please document the
issue(s) and submit to mTrigger Customer Service at customerservice@mtrigger.com.

9.3: Return Procedure

Step 1. Review the date of shipment to determine the validity of any warranty claim.
Warranty claims should only be made for products within the terms of the warranty
policy (see Section 9.1).
Step 2. Before contacting mTrigger Customer Service, be prepared to provide:
• Product Model and Serial Number (see Section 11.1)
Individual Unit, Clinical Bundle User Manual mTrigger™ Biofeedback System | V2-d4 | 06-01-21 Page 25 of 27