Check before repair

This pre-repair check gives you an overview of the operating status of your device. By making a point on the entire checklist you will be able to optimize, see solve the problem before making your repair request. Please check the points below to solve your problem :
No operation / no power
  • Check the power indicators
  • Check that power is connected to the sector : green light on top / Try a different power outlet / Unplug and reconnect the power cord.
  • Make sure that the power is connected to your device (unplug and reattach the plug). If necessary, you can refer to your user manual for the connection)

     Press the switch: if it still does not work, notify your technician here

 

PC communication problem

Your device is not recognized by your PC?

  • Make sure that the USB cable is connected to the PC and to your Phenix device (USB plug). (You can refer to your user manual for the connection if necessary).
  • Get out of the software, turn off your device, then restart the software. Turn on your device and start a session.
  • Connect to another USB port on your PC and test again.
  •  Physically verify that the USB port of your Phenix device is not broken.
  •  If this still does not work, notify your technician here.

 

Error message when launching software

Error message when launching software :

  • Message "Failed to open the Com port": Make sure that the USB cable is connected to the device and the PC. (Refer to the "PC communication problem" section and follow the instructions).
  • Message "Problem of communication with the Phenix case, to switch off and re-ignite your case ...": Get out of the software, turn off your device, restart the software, then turn on your device, and start a session. Then check that your device is powered and the indicator lights are displayed. (In this case, refer to the section "No operation / No power supply", and follow the instructions).
  • Message: "The security mechanism has detected an unexpected problem": Close the error message, click the "Reindex" icon on your desktop, and then click the icon. Wait, and test your software again.

 

Problem recording device

You want to register your warranty, but you do not know how to do it, or it does not work?

  • From the Phenix DAL software of your device, make sure that you have entered all the fields and click on the "@" icon, your code will be returned to you by email within 48 hours
  • If your request has not been taken into account, check for an Internet connection on your PC or Liberty.
  • On the Phenix Portable (Physio, Uro, Physiostim, Easydrainer), please enter the registration code which was returned to you by e-mail after entering your warranty on our site. If your device has not been registered, please contact us from the contact form.
No detection of your patient's electrodes or probe

Does your device fail to detect the electrodes or probe?

  • Make sure that the cord and wires are securely connected to the correct place on your PHENIX device. (Refer to your user manual if necessary.) Then unplug the power cord and connect it again, then test again.
  • Make sure the electrodes or the uro probe are firmly seated on the leads. In the case of using a uro probe, have you put enough conductive gel?
  • After these checks, if it still does not work, notify your technician HERE.
No more display on your PHENIX Portable screen

Your screen does not turn on, what to do?

Biofeedback problems

Parasitic disturbances on biofeedback: effect of regular waves :

 
  • Make sure that the electrical outlet to which your appliance is connected is equipped with an earthed socket (including, if necessary, the power strip).
  • Have an electrician check or measure with a device, the earth loop. The standard indicates that the earth must be less than 50 Ohms. If this is not the case, it may be appropriate to carry out a resistance test with a telemeter between the ground terminal of the building (the plug) and a 10 mm² braided, unshielded cable connected to 3 standardized ground piles . Here again, the resistance must be less than 50 ohms.
  • Make sure that there are no devices in the cabinet (or nearby) that could disturb the biofeedback: radar, ultrasound, mobile phone, electric table.

In all these cases, the devices must comply with the CE standard.

Difficulties in obtaining a rest value <5 μv :

  • Check the reference electrode. It must be small in size (maximum 50 x 50 mm) and placed on a bony point (malleolus, patella, iliac crest ...). It must be in perfect condition: an electrode used more than 10 times is loaded with body milk, sebum, desquamation and can no longer play its role properly.
  • Check the connection of the reference electrode with the wire : to do this, push the electrode connector firmly into the wire and the wire into the cable.
  • If you are using gel for screening and / or probe, make sure that the gel does not contain glycerine or other insulating fat or saline in its composition.

Perturbations of biofeedback in anal rehabilitation :

  • In biofeedback by the anal route, it is necessary to have a very good contact between the probe and the rectal mucosa, so it is necessary to ensure the total emptiness of the rectal ampulla. The use of a suppository containing glycerine, which is a fatty substance and therefore insulating, should be avoided.

Perturbations of biofeedback in hospitals :

  • This concerns the hospital environment. Indeed hospitals or clinics can be equipped with special electrical networks called IT. Check that the power supply is in "IT" mode. If this is the case, switch to "TNS" (Separate Neutral Earth) mode with an isolation transformer on which one of the two poles of the secondary will be connected to ground (insulation transformer casing).

    For more information, contact a technician