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CORE™ Troubleshooting Guide

Updated

Here you’ll find information about what to do if something goes wrong, such as the CORE not performing as expected. Below are simple steps to follow to help you get back on track.

Preliminary troubleshooting

Triaging issues with the CORE

CORE_image.png

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 CORE and Eko App.

  1. Turn them on.
  2. Connect them.
  3. Make sure the CORE and your mobile device are fully charged.
  4. Make sure you can see the waveform in the app when you start a cardiac exam or recording.

Below is a list of potential issues you might see and how to respond.

Device Possible case Your response
CORE Audio playing on loop (not stopping or responding).
  1. Turn off, turn on again, and retry.
  2. If this still happens, use a backup device and contact Eko support.
Eko App Not responding, responding slowly, or crashing.
  1. “Kill” app and reopen it.
Eko App See “weak Bluetooth” warning messages.
  1. Confirm no other devices are connected to Bluetooth, and disconnect them if there are.
  2. Confirm you're connected to Wi-Fi.
  3. Confirm there's no physical obstruction between the Eko CORE and the Eko App.
  4. Try to keep Eko devices at least 2 meters away from all radiofrequency emitters, including Wi-Fi routers, and radios.
  5. Limit the distance between Eko CORE and the Eko App.
Eko App Recording fails because of “weak Bluetooth” connection.

Triaging issues with the CORE

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

Solid green light when plugged in.

CORE_charged_green.png
 Go to 4. Go to 2.

2. Is the device able to charge?

What should happen Yes No

Solid yellow light when charging.

CORE_Solid_Yellow.png
 Issue resolved.
  1. Try different charging cable.
  2. If still no, go to 3.

3. Problem with charging cable?

Possible outcomes Yes No
Charging cable not fitting into micro USB port.
  1. Contact Eko support with what you've experienced.
  2. Use a backup device.

4. Does the device turn on?

What should happen Yes No

Press the power toggle. Light blinks white.

CORE_Turn_on_and_Blinking_Light.gif
 Go to 6. Go to 5.

5. Press the volume buttons up/down quickly — what happens?

The volume buttons are the plus (+) and minus (-) buttons on the side of the CORE.

CORE_volume.png
Possible outcomes Yes No
Nothing happens.
  1. Contact Eko support with what you've experienced.
  2. Use a backup device.

6. Does the device connect with the Eko App?

See Connect a device with the Eko App.

What should happen Yes No

App finds device, asks to connect, light turns solid white.

CORE_Solid_White.png
 Go to 8.
  1. Is Bluetooth turned on?
  2. If yes, go to 7.
  3. 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.
  1. Connect to Wi-Fi from your mobile device’s settings.
  2. Turn off/on mobile device and retry.
  3. If still not pairing, go to 12.

8. Is waveform line present on Eko App recording screen?

What should happen Yes No

1 PCG line on recording screen.

Eko_App_Listen_PCG_only.png
 Go to 9.
  1. If you can hear heart sounds through earpiece, go to 12.
  2. 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.

Eko_App_Noisy_PCG.png
 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 PCG signal on app.

Eko_App_Listen_PCG_only.png
 Go to 11.

  1. For stethoscopes with double-sided chestpieces that rotate and click into position, are you on the correct stethoscope head? Make sure you have fully swiveled to either the adult or the pediatric side, whichever is best for the heart sounds you are listening for. You should hear and feel the head softly click into place when you swivel from adult to pediatric or vice versa.

    CORE_Swivel_Chestpiece.gif

  2. If yes, is volume turned up? Change the volume level by clicking the plus (+) and minus (-) volume buttons on the side of CORE.

    CORE_volume.png
  3. If yes, is the CORE placed directly on the patient’s skin and not over clothing?
  4. 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:

 No issue. Go to 12.

12. Contact Eko support

If none of these troubleshooting guidelines have helped, please contact Eko support.

LBL: 0000886 Rev.2.0
Date of Issue: July 20, 2023
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