Eko Windows App Support and Troubleshooting

Support portal

Eko offers comprehensive support for all available products. Support portal located at: https://support.ekohealth.com/hc/en-us

Support for the Windows Application specifically is available below: Eko Windows application: Support

User manuals for compatible products linked to below: 

• Eko CORE Digital Stethoscope - first generation
• Eko CORE Digital Stethoscope - second generation
• Eko DUO Digital Stethoscope + ECG
• Littmann 3200 Electronic Stethoscope

Troubleshooting

Littmann 3200 Electronic Stethoscope

Eko does not provide support for the Littmann 3200 Electronic Stethoscope. For questions about the use of the Littmann 3200 or for troubleshooting Eko directs users to the user manual for the Littmann 3200 Electronic Stethoscope.

Bluetooth connection

The Eko CORE, DUO, and Littmann 3200 all connect to compatible software programs via Bluetooth and are subject to the limitations of most other Bluetooth devices. If users are experiencing poor connectivity (frequent disconnections, latency, or disruptions in transmission of the wave forms) attempt the following:

• Check that Bluetooth has been turned On for that PC. This can likely be searched from the respective system’s Settings menu.
• Ensure that there is a clear line of sight between the stethoscope and the PC the user is attempting to connect and stream to. 
• Even a human hand or body may disrupt the connection
• Limit the physical distance between the stethoscope and the PC the user is attempting to connect and stream to. 
• Use the appropriate USB dongle intended for connection with either Eko stethoscope or the Littmann 3200.
• Littmann distributes their own USB dongles; Eko does not stock or resell USB dongles compatible with the Littmann 3200
• Eko distributes USB dongles programmed to only connect with the first generation Eko CORE and Eko DUO’s with firmware version 3.6 and above. For many Windows 10 users, the Eko stethoscope can likely connect with the Native Bluetooth of that PC, and no USB dongle will be needed. 
• Some Windows 10 users may find that Bluetooth connection is more reliable when using a USB dongle.
• Windows 10 users may be able to resolve connectivity issues by:
• Going to Settings > Update & Security > Troubleshoot > Bluetooth 
• Windows 10 will automatically detect if there is a problem with the Bluetooth and attempt to solve the issue
• Update the Bluetooth drivers
• Users may need to update the Bluetooth drivers for their PCs or for the USB dongle that they are using in order to obtain optimal performance. This may be especially pertinent if users have recently updated the version of Windows that their PC is running
• Guidance for updating Bluetooth drivers linked to below:
• https://support.ekohealth.com/hc/en-us/articles/360007033713-Updating-USB-drivers

Audio quality

Eko advises that the volume slider within the Eko Windows application be kept muted to prevent audio feedback. If users want to improve the audio quality and volume when listening to the Eko Windows application, Eko recommends the use of headphones.

Poor waveforms

If users are experiencing waveforms within the app that have artifact or are smaller than desired, Eko advises:

• Alter the positioning of the device. Certain anatomical locations or positioning may provide better waveforms and ECG tracings. 
• Follow the steps to improve Bluetooth connectivity. If the Bluetooth connection is disrupted that will affect graphing of the waveforms.

Unable to download application or transmit Live Stream

Many users within healthcare systems may need to seek permission from their Information Technology (IT) or Information Security (IS) teams before using Eko’s products. We have created some guidance for IT and IS teams to ensure that internal firewalls are not blocking access to Eko’s products.

• Information for IT Professionals

• Security and HIPAA information

Troubleshooting Eko CORE - 2nd Generation 

Error message: Stethoscope not Paired

If users are receiving an error message reading “Stethoscope no paired” even when their CORE is turned On and is recognized within the Eko application follow the steps below:

Step 1: Access the Bluetooth Devices view (bottom right corner)

Step 2: Select the Eko CORE and click the “Remove Device” button. Attempt to pair again from the Eko Windows application. If the removal of the device failed please proceed to Step 3

Step 3: Open the Device Manager by searching “Device manager” in the input with placeholder “Type here to search” (Left bottom corner)

Step 4: Right click on the Eko CORE and select “Uninstall device.”

Step 5: Attempt to pair again from the Eko Windows application. If issues persist contact Eko Customer Support or your Eko representative.

Connection timeout after selecting the CORE

If users receive an error message indicating that Bluetooth pairing timed out, follow the steps below:

Step 1: Close the Search Device View by clicking the ‘x’ in the top right of that screen

Step 2: Click the “Eko Devices” button again and select the same CORE. 

Step 3: If the error persists follow the steps from the previous section titled “Stethoscope not paired.”

Graphing issues within the Eko Windows application

If users are experiencing slow graphing within the Eko Windows software or if those receiving the Eko Live Stream software report poor audio quality (often described as crackling or popping sounds occurring during the transmission) this is likely due to poor Bluetooth connection between the CORE and the Windows software. Follow steps detailed previously to improve Bluetooth connection. Additionally, users may want to uninstall the CORE and connect again following the steps detailed previously.