CORE 500™ Power and Display Troubleshooting

Use this guide if your CORE 500™ won't charge, won't turn on, or the screen is blank, frozen, or unresponsive.

What the screen icons mean

• Charging indicator with percentage: charging normally. The screen turns off after 10 seconds on the charger — press any button to see the charge level.
• Thermometer icon: the device is too hot or cold to charge.
• Box with an arrow: firmware update mode (see Finishing a firmware update below).

My device won't charge

1. Use the included USB-C cable with a USB wall charger, not a computer or hub.
2. Look for the charging indicator. If the screen is dark, press any button — it turns off after 10 seconds on the charger.
3. If you see a thermometer icon, let the device reach room temperature and try again. If the icon is still there after the device reaches room temperature, contact us.
4. Check the port for lint or debris. Then try a different USB-C cable and a different wall charger.
5. A full charge takes about 3 hours and lasts up to about 60 hours of regular use. If the device has been in storage, it may need a longer charge before it responds.

My device won't turn on

1. Charge on a wall charger for at least 30 minutes first.
2. Unplug and press the top button. If nothing happens, grasp the neck of the chestpiece — the touch sensor there wakes the device.
3. Restart the device: hold the top button for about 10 seconds, release, then press it again.
4. If the screen shows a box with an arrow, the device is in firmware update mode. Follow the steps below.

Finishing a firmware update

If a firmware update was interrupted, the device may stop pairing, and the screen may stay on the update icon. This is recoverable:

1. Open the Eko App and go to the Menu. If your device is currently connected, tap Disconnect. If you can't connect, skip this step.
2. Tap Connect from the Menu or the Listen tab. In the list of nearby devices, your device will appear as CORE500_DFU instead of "CORE 500" or your custom name.
3. Tap CORE500_DFU to connect. Within about 10 seconds you'll see a firmware update prompt that can't be dismissed.
4. Tap Install now and let it finish. Your device name and functions return to normal once complete. 
5. Once the update finishes, confirm the device is connected and working in the app.

If you don't see the update prompt or still can't reconnect, please let us know right away.

The screen is blank, frozen, or not responding

1. Blank screen: press the top button or grasp the neck of the chestpiece. The device sleeps automatically to save battery.
2. Blank while charging: this is normal after 10 seconds. Press any button to see the charge level.
3. Frozen, looping, or not responding to buttons: hold the top button for about 10 seconds until the screen turns off, then press it again to turn on. This restarts the device without erasing anything.
4. Box with an arrow, or stuck on a firmware update screen: follow the steps in Finishing a firmware update above.
5. Low-battery screen, then dark: charge for 30 minutes and try again.
6. Once the device is on, connect it to the Eko App and install any firmware update offered.