DUO Troubleshooting Guide January 20, 2023 20:42 Updated 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. Preliminary troubleshooting Triaging issues with the Eko DUO Preliminary troubleshooting 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 Eko DUO and Eko App. Turn them on. Pair them. 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 spot check, full cardiac exam, or quick record. 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). Turn off, turn on again, and retry. If this still happens, use a backup device and contact Eko support. Eko App Not responding, responding slowly, or crashing. “Kill” app and reopen it. Eko App See “weak Bluetooth” warning messages. Confirm no other devices are connected to Bluetooth, and disconnect them if there are. Confirm you're connected to Wi-Fi. Confirm there's no physical obstruction between the Eko DUO and Eko App. Try to keep Eko devices at least 2 meters away from all radiofrequency emitters, including Wi-Fi routers, and radios. Limit the distance between Eko DUO and Eko App. Eko App Recording fails because of “weak Bluetooth” connection. Triaging issues with the Eko DUO 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. 1. Is the device charged? What should happen Yes No LED lights appear when device is charging. Lights turn off when device is fully charged. Go to 4. Go to 2. 2. Is the device able to charge? What should happen Yes No LED circle lights up while charging. Issue resolved. Try different charging cable. If still no, go to 3. 3. Is the device on charger face up? 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. 4. Does the device turn on? What should happen Yes No LED blinks white. Go to 6. Go to 5. 5. What are you experiencing? Possible outcomes Yes No The action button seems stuck, unable to press. Contact Eko support with what you've experienced. Use a backup device. Action button doesn’t seem stuck, but doesn’t turn on. 6. Does the device pair with the Eko App? See Pair a device with the Eko App. What should happen Yes No App finds device, asks to pair, DUO LED turns solid white. Go to 8. Is Bluetooth turned on? If yes, go to 7. If no, turn on Bluetooth, issue resolved. 7. Are any of these true? 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? Go to 12. Connect to Wi-Fi from your mobile device’s settings. Turn off/on mobile device and retry. If still not pairing, go to 12. 8. Are waveform lines present on Eko App recording screen? What should happen Yes No 1 ECG line (top) and 1 PCG line (bottom). Go to 9. If you can hear heart sounds through earpiece, go to 12. If you can’t hear heart sounds through earpiece, contact Eko support and use backup device. 9. Does waveform line respond (create noise lines) when you move device against a surface? What should happen Yes No Responds with noisy signal on recording screen. Go to 10. Go to 12. 10. Are you able to hear heart sounds through the earpiece? What should happen Yes No Hear heart sounds, see ECG and PCG signals on app. Go to 11. If no, is volume turned up? If volume is turned up, is the DUO placed directly on the patient’s skin and not over clothing? If yes, contact Eko support and use backup device. 11. Are you able to make and save a recording? What should happen Yes No Able to follow all instructions in these help articles: Take a spot check on the Eko App Take a full cardiac exam on the Eko App Take a quick recording on the Eko App No issue. Go to 12. 12. Contact Eko support If none of these troubleshooting guidelines have helped, please contact Eko support. LBL 0000887 Rev.1.0 Date of Issue December 2, 2022
