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  3. CORE

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. 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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