Human Touch Super Novo Troubleshooting Manual
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Human Touch Super Novo Troubleshooting Manual

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Human Touch Field Service Technician
Troubleshooting Guide
Super Novo
1-28-2020
1

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Summary of Contents for Human Touch Super Novo

  • Page 1 Human Touch Field Service Technician Troubleshooting Guide Super Novo 1-28-2020...
  • Page 2 Troubleshooting Be sure to follow this guide step-by-step from beginning to end, without skipping any steps, to ensure that the chair is thoroughly tested, and that the problem is accurately understood. This is important because many issues are inter-related. For example, if a chair does not restore to the upright position when a massage ends you may think it’s a software issue when in fact it is due to the footrest extension not working (which is required for the restore process to complete).
  • Page 3 Step 1: Confirm the reported failure with the customer. This may seem obvious, but customers often have difficulty communicating exactly what is wrong with their chair to our customer service team, so take the time to discuss the customer’s problem with them before getting started. Be sure to confirm whether the failure occurs consistently or intermittently.
  • Page 4 Press the remote MENU (A) and AUTO (B) buttons simultaneously. Tech Screen 2 displays.
  • Page 5 Run the Tests While sitting in the chair (with shoes removed), complete each of the tests indicated below using the directional UP, DOWN, LEFT, RIGHT and the center SELECT buttons on the remote. Ignore any items on the screen not mentioned in the test procedure. Press the remote MENU button to exit each test (except where noted otherwise).
  • Page 6 2. Wait 30 seconds then confirm that you can feel heat in both areas. Airbag Test – Press UP and DOWN to inflate the air cells one by one: Super Novo 1. Upper calf L/R 2. Not active 3. Back calf L/R 4.
  • Page 7 12. Not active 13. Right wrist 14. Right hand 15. Right back 16. Right waist 17. Left back 18. Left waist 19. Right hip 20. Left hip 21. Left hand 22. Left wrist 23. Left arm 24. Left shoulder Do not run this test. Do not run this test.
  • Page 8 Step 4: Perform a hard reset of the chair A. Press the remote ON/OFF button, then select RESTORE. B. As the chair moves backward to the home position, listen for any squeaking from the rollers on the bottom of the foot/calf massager. If they squeak: 1.
  • Page 9 Step 6: Test the backrest actuator. A. Use the remote BACK buttons to recline the chair all the way and then incline the chair all the way. The foot/calf massager automatically extends/retracts to measure the length of your legs (this only occurs the first time you do this). 1.
  • Page 10 Step 7: Turn on the heat. A. Select the remote or left armrest HEAT button to turn the left/right lumbar and calf heat B. No need to wait for the chair to heat up, we will check it later. Step 8: Test the massage mechanism. A.
  • Page 11 2. If massage mech did not start rolling and the result of Tech Screen test 07 was PASS, request a main PCB. G. While Shiatsu is running (if Shiatsu is not working, skip this test), on the MANUAL menu, select WIDTH, then adjust the width from WIDE to MEDIUM to NARROW. Confirm that the massage mechanism roller horizontal span adjusts accordingly.
  • Page 12 I. Confirm that air bags in the calf portion of the footrest and in the foot portion of the foot/calf massager activate. J. If none of the Cloud Touch air massage areas is working, request a main PCB. If the ARM&SHOULDER, BACK&WAIST, and HIP air are ALL not working on BOTH SIDES: A.
  • Page 13 a. If there is air flowing, request a side air valve bank and main PCB. If there is no air flowing, follow the hose from the air valve bank to the backrest (right-hand) air pump, locate the kink and repair it. c.
  • Page 14 If there is damage on the harness side, request an air valve bank harness. 2. Remove the rear shroud and main PCB cover. 3. Inspect the air valve bank harness connection to the main PCB. a) If there is damage on the harness side, request an air valve bank harness. b) If there is damage on the main PCB, request a main PCB.
  • Page 15 If the HIP air is not working on one side: A. If the air bag did not inflate during Tech Screen 2 Test 09: 1. Disconnect the hip air hose from the side of the backrest pad and confirm whether there is air flowing from it. a.
  • Page 16 If the HIP air bags are suspected of leaking: A. Remove the side panel on the side that is suspected of leaking. B. Remove the hose that corresponds to the air bag that is suspected of leaking, blow into it, close the hose with your finger, then press downward on the air bag to confirm that it deflates (is leaking).
  • Page 17 e. If air is not coming out of the air pump, remove connectors CN3 and CN30 from the main PCB, switch the cables, then plug them back into the opposite connector. If the problem remains, request a footrest air pump. If there is now air flowing, request a main PCB.
  • Page 18 3. If the problem remains, request a foot/calf massager and main PCB. Step 11: Check the heat. A. Confirm that both the backrest and calf area heat is working. B. If the backrest heat is not working, and the result of Tech Screen 2 Test 08 was FAIL, request a main PCB.
  • Page 19 b. If there is damage to the speaker harness side, request a V1 speaker harness. iii. On the side of the chair, inspect the speaker harness connection near the speaker itself. a. If there is damage to the speaker side, request a side panel.
  • Page 20 Step 13: Test the restore sequence. A. Press the ON/OFF button on the remote, then select POWER OFF, then RESTORE. B. Confirm that the following occur: 1. The backrest returns to the upright position. 2. The massage mechanism moves to the top of the backrest. 3.
  • Page 21 Step 15: Test the Super Novo fingertip controls. The fingertip controls are located on the front of the left-hand arm panel. 1. Press the remote ON/OFF button to power off the remote. 2. Quick-press the center of the knob to power on the chair.
  • Page 22 Step 16: Complete your Field Test Report (Appendix E).

  • Page 23: Appendix A: Remote Control

    APPENDIX A: Remote Control...

  • Page 24: Appendix B: Air System Diagrams

    APPENDIX B: Air System Diagrams...

  • Page 29: Appendix C: Footrest Controls

    APPENDIX C: Footrest Controls...

  • Page 31: Appendix D: Position Controls

    APPENDIX D: Position Controls...

  • Page 32: Appendix E: Main Pcb

    APPENDIX E: Main PCB...

  • Page 34: Appendix F: Massage Mechanism

    APPENDIX F: Massage Mechanism...

  • Page 36: Appendix G: Left Arm Control Panel Controls

    APPENDIX G: Left Arm Control Panel Controls...

  • Page 37: Appendix H: Sound Controls

    APPENDIX H: Sound Controls V1: Serial number <RT2619xxxx...
  • Page 38 V2: Serial number RT2619xxxx and up...

  • Page 39: Appendix I: Checking Connections

    APPENDIX I: Checking Connections 1. If a connector/socket is secured with ‘hot glue” or a connector lock, carefully pry this off using a small needle-nose pliers or a small blade screwdriver (this is to protect from vibration during container transport and does not need to be re-applied). 2.

  • Page 40: Appendix J: Human Touch Field Test Report

    APPENDIX J: Human Touch Field Test Report Date: Tech Service Company: Work Order # / HT Case #: Technician Name: Chair model # (on back of chair): Chair serial # (on back of chair): Reported Problem (discussed with customer): Were you able to duplicate the...
  • Page 41 08 - 09 - 10 – Do not run this test. 11 - Do not run this test. 12 - Do not run this test. 13 - Do not run this test. 14 - Do not run this test. 15 - Do not run this test. 16 –...
  • Page 42 If you believe photos are required for Human Touch to understand the failure(s), please add them below. Please note what each photo is intended to communicate:...

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