Troubleshooting and Support Hub
Technical Support
470-494-6773
QUICK VIDEO GUIDE
Water & Cartridge Issues
Error: 131Applicator Connection & Power Issues
Water Overfilling & Leakage Issues
Applicator & Shock Issues
Resetting the Device
More Details and Information
Low water level in cartridge or clogged fit
✅ Solution:
- Check water level (should be no more than the thickness of a pencil below the max line).
- Replace the water cartridge if necessary.
Reason 2: Bent pins on the applicator or incomplete lock-in.
✅ Solution:
- Inspect the pins on the applicator to ensure they are not bent.
Reinsert the applicator firmly until you hear a loud click.
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Applicator is not fully inserted OR device is plugged into a power strip sharing power with other devices.
✅ Solution:
- Plug the device directly into a wall outlet.
- Reset the device:
- Eject the applicator.
- Turn off the device.
- Unplug the power cord.
- Plug it back in and turn the device back on.
Reinsert the applicator.
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Blue button on the applicator was pressed during insertion/filling.
✅ Solution: Avoid pressing the blue button during the fill cycle.
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Electrode inside the applicator is cross-threaded or not fully inserted.
✅ Solution:
- Eject and reinsert the applicator to reset the electrode.
If the issue persists, call Service at 470-494-6773.
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Applicator is out of shocks.
✅ Solution:
Send in the applicator for refurbishment (refer to the SoftWave Central video).
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Applicator is not drained before ejection.
✅ Solution:
- Drain the applicator before ejecting.
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Applicator is not fully released after being ejected.
✅ Solution:
Ensure you pull the applicator plug away from the device after ejecting.
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Therapy head Overfilling with Water
The applicator or cartridge is not fully locked into the device.
✅ Solution:
- Remove and firmly reinsert the applicator until you hear a locking click.
If the issue continues, call the Service Department at 470-494-677.
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Membrane Leak
Not enough gel on the patient or the membrane was bumped.
✅ Solution:
- Replace the membrane using the spare provided in your applicator box.
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How to Perform a Hard Reset
Here’s your step-by-step guide to perform a hard reset.
PREVENTIVE MAINTENANCE PROGRAM
Your SoftWave® device is an investment in both your practice and your patients’ outcomes. To protect that investment, annual Preventive Maintenance ensures your system remains compliant, precisely calibrated, and consistently delivers the trusted results your patients expect.
SoftWave is a FDA-registered medical device. Annual Preventive Maintenance confirms your device meets the service requirements outlined in the manufacturer’s Operator Manual (IFU) filed and cleared with the FDA. It also helps maintain JCAHO accreditation and essential safety standards.
Preventive Maintenance is included during your device’s warranty period.
After the warranty expires, contact [email protected] to explore options for continued coverage and ongoing compliance.
QUICK VIDEO GUIDE
Water & Cartridge Issues
Applicator Connection & Power Issues
Water Overfilling & Leakage Issues
Applicator & Shock Issues
Resetting the Device
Low water level in cartridge or clogged fit
✅ Solution:
- Check water level (should be no more than the thickness of a pencil below the max line).
- Replace the water cartridge if necessary.
Reason 2: Bent pins on the applicator or incomplete lock-in.
✅ Solution:
- Inspect the pins on the applicator to ensure they are not bent.
Reinsert the applicator firmly until you hear a loud click.
___________________________________
Applicator is not fully inserted OR device is plugged into a power strip sharing power with other devices.
✅ Solution:
- Plug the device directly into a wall outlet.
- Reset the device:
- Eject the applicator.
- Turn off the device.
- Unplug the power cord.
- Plug it back in and turn the device back on.
Reinsert the applicator.
___________________________________
Electrode inside the applicator is cross-threaded or not fully inserted.
✅ Solution:
- Eject and reinsert the applicator to reset the electrode.
If the issue persists, call Service at 470-494-6773.
___________________________________
Blue button on the applicator was pressed during insertion/filling.
✅ Solution: Avoid pressing the blue button during the fill cycle.
___________________________________
Applicator is out of shocks.
✅ Solution:
Send in the applicator for refurbishment (refer to the SoftWave Central video).
___________________________________
Applicator is not drained before ejection.
✅ Solution:
- Drain the applicator before ejecting.
___________________________________
Applicator is not fully released after being ejected.
✅ Solution:
Ensure you pull the applicator plug away from the device after ejecting.
___________________________________
Therapy head Overfilling with Water
The applicator or cartridge is not fully locked into the device.
✅ Solution:
- Remove and firmly reinsert the applicator until you hear a locking click.
If the issue continues, call the Service Department at 470-494-677.
___________________________________
Membrane Leak
Not enough gel on the patient or the membrane was bumped.
✅ Solution:
- Replace the membrane using the spare provided in your applicator box.
___________________________________
How to Perform a Hard Reset
Here’s your step-by-step guide to perform a hard reset.
___________________________________
Device Set-Up
Here’s your step-by-step set-up video.
___________________________________
PREVENTIVE MAINTENANCE PROGRAM
Your SoftWave® device is an investment in both your practice and your patients’ outcomes. To protect that investment, annual Preventive Maintenance ensures your system remains compliant, precisely calibrated, and consistently delivers the trusted results your patients expect.
SoftWave is a FDA-registered medical device. Annual Preventive Maintenance confirms your device meets the service requirements outlined in the manufacturer’s Operator Manual (IFU) filed and cleared with the FDA. It also helps maintain JCAHO accreditation and essential safety standards.
Preventive Maintenance is included during your device’s warranty period.
After the warranty expires, contact [email protected] to explore options for continued coverage and ongoing compliance.