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defari
Joined: 24 Apr 2012
Posts: 29
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 Posted: Wed Jul 04, 2012 4:37 am Post subject: hidrex 1000 dive light not turning on |
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| All of a sudden today, my hidrex 1000 dive light will not turn on and i am unable to continue treatments as the voltage remains at 0. what can i do to fix this issue? |
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support
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| Posted: Wed Jul 04, 2012 8:19 am Post subject: |
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Hello,
If the voltage is at 0, maybe you have not set up the current. If there is no current set up, then the therapy will not start. You´ll have to go back to setup mode and set up the current.
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Last edited by support on Fri Feb 01, 2013 4:59 pm; edited 2 times in total |
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Wed Jul 04, 2012 12:28 pm Post subject: |
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Sorry, I didn't literally mean to say the voltage is 0 but rather it is actually at 25V and the time is at 15 minutes. I turn on the device and after the setup screen has passed, i've dipped my hand in the trays and expected the voltage to gradually increase to 25V. Today, it stopped doing that. It is stuck at 25 so I suspect the 'dive' feature stopped working.
Please help. I haven't changed any settings or done anything differently than I usually do so I am not sure why it stopped working. |
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support
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Wed Jul 04, 2012 1:31 pm Post subject: |
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Hello, I tried everything on the page but it still didn't work.  |
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support
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Joined: 20 Mar 2008
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| Posted: Wed Jul 04, 2012 2:12 pm Post subject: |
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Does the green led light on the mains plug shine?
Have you tried different outlets?
Did you make sure that the cables are connected properly to the machine and the electrodes?
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Last edited by support on Fri Mar 01, 2013 10:34 am; edited 2 times in total |
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Wed Jul 04, 2012 2:52 pm Post subject: |
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| Hi, the green light does shine and i've tried different outlets. Also made sure that the cables were securely connected to device and electrodes. |
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support
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| Posted: Wed Jul 04, 2012 3:09 pm Post subject: |
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Have you had another person try it out?
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Last edited by support on Fri Mar 01, 2013 1:23 pm; edited 1 time in total |
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Wed Jul 04, 2012 3:23 pm Post subject: |
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| yes, I have had another person try it and it didn't work. Also i tried placing the electrodes on top of one another but the device did not start. |
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support
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| Posted: Wed Jul 04, 2012 3:32 pm Post subject: |
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Does the dive led light when you put in the hands?
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Last edited by support on Fri Mar 01, 2013 1:24 pm; edited 1 time in total |
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Wed Jul 04, 2012 3:41 pm Post subject: |
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| nope, it does not. dive light is not turned on |
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support
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Thu Jul 05, 2012 11:27 am Post subject: |
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| Hello, I emailed the pictures, did you receive them? |
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support
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Thu Jul 05, 2012 11:59 am Post subject: |
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| I sent it to [email protected] more than 10 hours ago. I can try sending it again... |
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defari
Joined: 24 Apr 2012
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support
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Joined: 20 Mar 2008
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| Posted: Thu Jul 05, 2012 12:21 pm Post subject: |
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Ok, now we got it.
On picture 193502, can you try to insert the cable completely into the socket of the electrode? As you see, there is about 0,5 cm between the cable and the electrode.
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Last edited by support on Fri Mar 01, 2013 1:25 pm; edited 1 time in total |
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Thu Jul 05, 2012 1:14 pm Post subject: |
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| Hello, I tried to insert the cable completely into the electrode socket but it is as far as it could go. I tried with some force but it could not go in any further. I did not want to break it so I stopped. I think the device might need to be serviced. |
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support
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| Posted: Thu Jul 05, 2012 2:34 pm Post subject: |
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Ok, yes. Since nothing has worked so far, then we will need you to ship the unit back to Germany.
I will send you detailed instructions to your e-mail address.
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Thu Jul 05, 2012 2:40 pm Post subject: |
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| Thanks, let me know when you do. Don't want it to go to spam. |
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support
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| Posted: Thu Jul 05, 2012 3:08 pm Post subject: |
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Hi,
There is one last thing we just tried out ourselves, to determine if it might be the cables that are damaged.
Please take first the red cable and insert it to the machine as shown in the picture. If the dive LED shines then the cable is OK. If it does not shine, then the red cable is damaged. Do the same with the black cable. And then let me know what happened.
If the light shines with both cables, then you can send us the machine.
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Last edited by support on Fri Mar 01, 2013 1:27 pm; edited 2 times in total |
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Fri Jul 06, 2012 2:13 am Post subject: |
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Hi,
I tried it.. Dive LED light DID NOT turn on for both red and black cable. Does this mean BOTH cables are damaged? Are we sure the device is ok? |
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support
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| Posted: Fri Jul 06, 2012 8:41 am Post subject: |
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Yes, then the problem are the cables. We tried it out with a new machine and the LED light always turned on with the red cable and also with the black cable. So the machine is fine, the cables are damaged.
I will have our partner in the US send you a pair of cables. This will be faster than sending them from Germany.
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Fri Jul 06, 2012 11:36 am Post subject: |
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Thank you so much. I just wanted to add that I've had the device for about three months. But if it is only cables that are damaged, I will be very happy.
Do you need anything else from me? When can I expect the cables to arrive? |
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support
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| Posted: Fri Jul 06, 2012 11:39 am Post subject: |
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Not a problem!
We are pretty sure, that it´s only the cables. We will have the definite answer, once you recieve the new pair and try them out.
I already sent our partner an email, I assume he´s going to send the cables today. So I think 3 to 4 days from USA to Canada? But they surely should be there by next week.
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Fri Jul 06, 2012 11:46 am Post subject: |
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| Thanks, I appreciate it! |
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support
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| Posted: Sun Jul 08, 2012 5:29 pm Post subject: |
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I saw this today, and I am sorry to say: I (tech support) am pretty sure that it is the device, it could be the connection to the electrodes or one cable, that BOTH cables should be damadged I am 100% sure that this can't be the case (they are heavy quality and normally they dont break and last a product lifetime).
As long you are sure you plugged them in BOTH the way they should fit in the socket, then it definetly can't be the cables .
https://www.iontodevice.com/hyperhidrosis/the-device-is-defective-what-shall-i-do-ship-it-back-t182.html
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Last edited by support on Thu Jun 11, 2015 7:40 am; edited 4 times in total |
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Tue Jul 10, 2012 2:57 pm Post subject: |
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| Hi, what if I don't have the two original invoices? What should the process of sending it to you be then? |
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support
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Tue Jul 10, 2012 4:42 pm Post subject: |
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Thank you so much.
I am going through the packaging steps and it would be helpful for me if you are able to take a picture of exactly how the packing from the outside would look like. I want to make sure I sent it correctly. I am bit confused about below..
"Also please include 2 copies of the original invoice you recieved with the package and write with hand "GUARANTEE RETURN" on them -- one in a white plastic bag on the outside of the package itself, and the second inside the package. " |
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support
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| Posted: Tue Jul 10, 2012 6:10 pm Post subject: |
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We will post a picture asap. In the meantime: please wrap it and THEN use a non opaque plastic envelope and place the 2 copies of the invoice with the hand written mark "guarantee exchange" on each.
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Last edited by support on Fri Mar 01, 2013 10:44 am; edited 1 time in total |
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Tue Jul 10, 2012 6:33 pm Post subject: |
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| thank you so much, a picture would be very helpful! |
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support
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| Posted: Tue Jul 10, 2012 6:34 pm Post subject: |
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Tomorrow , offices are closed.
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Last edited by support on Fri Mar 01, 2013 10:45 am; edited 1 time in total |
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Wed Jul 11, 2012 10:45 am Post subject: |
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| thank you. |
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support
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defari
Joined: 24 Apr 2012
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| Posted: Wed Jul 11, 2012 10:40 pm Post subject: |
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Thanks so much. That was exactly the screen shots I needed.
I've mailed the package. |
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support
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| Posted: Wed Jul 11, 2012 10:48 pm Post subject: |
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Hope the machine is soon back in your hands.
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Last edited by support on Fri Mar 01, 2013 10:45 am; edited 1 time in total |
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Mon Jul 16, 2012 3:05 pm Post subject: |
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| Hi there, I just wanted confirmation that you have received the machine. I see it was delivered July 14th. |
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support
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| Posted: Mon Jul 16, 2012 3:14 pm Post subject: |
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Hello,
Nope, we have not recieved anything... Can you tell me to which address you sent the unit ? Or maybe give me also the tracknumber? Then I can take a look myself. Thanks.
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Last edited by support on Fri Mar 01, 2013 10:46 am; edited 1 time in total |
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Mon Jul 16, 2012 3:21 pm Post subject: |
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Hi there, this is a bit worrisome. Here is the tracking number and address
canadapost trackingNumber =EE158560647CA&LOCALE
Markus Bindner
Karl-Friedrich-Str. 29/2
79312 Emmendingen
Germany
phone: 0049 7641 9593760 |
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support
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| Posted: Mon Jul 16, 2012 3:25 pm Post subject: |
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Ok got it. Nothing to worry. It is in customs. Customs offices are in LAHR and we are in EMMENDINGEN. I'm sure we will recieve it within the next days. 
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Mon Jul 16, 2012 3:28 pm Post subject: |
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| Thanks, i will check again in a couple of days or when you received it, can you let me know please? |
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support
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Mon Jul 16, 2012 3:36 pm Post subject: |
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I just looked at the tracking history again and it seems to indicate that it has already been processed at customs in Defraa. Any ideas?
Date Time Location Description Retail Location Signatory Name
2012/07/14 09:08 LAHR,Germany Item successfully delivered
HERR SCHERER*
07:28 LAHR,Germany Item has been received at the delivery office in the destination country
2012/07/13 18:29 DEFRAA,Germany International item released from Customs to Foreign Postal Administration
18:18 DEFRAA,Germany Item has been sent to customs in the destination country |
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support
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| Posted: Mon Jul 16, 2012 3:41 pm Post subject: |
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Yes, what I mean is, it's not in the customs office at the border of Germany. It passed there already and was now sent to our regional customs office in Lahr, there they have to process it again and we will recieve a notifiaction, then we fill some paperwork and then we get it delivered. IT's very complicated and annoying but it's just how german burocracy works!
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Last edited by support on Fri Mar 01, 2013 10:47 am; edited 2 times in total |
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defari
Joined: 24 Apr 2012
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| Posted: Mon Jul 16, 2012 3:46 pm Post subject: |
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| haha ok, thanks for your prompt reply. |
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support
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Thu Jul 19, 2012 3:16 pm Post subject: |
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| Hi there, any updates please? |
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support
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| Posted: Thu Jul 19, 2012 3:38 pm Post subject: |
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Hello,
We have recieved the notification from our regional customs office and we have already filled out the documents needed but we're still waiting for the package. I think we will receive it at latest early next week.
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defari
Joined: 24 Apr 2012
Posts: 29
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| Posted: Thu Jul 26, 2012 2:45 pm Post subject: |
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Hi there,
thanks for your prompt response. I am guessing you still haven't received the device? |
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support
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| Posted: Thu Jul 26, 2012 3:07 pm Post subject: |
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Hi,
Sorry for not getting back to you sooner! We recieved the unit and yesterday we send it to Hidrex for repair. This should not take long. We will inform you as soon as we have it back.
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Last edited by support on Thu Jun 11, 2015 7:36 am; edited 2 times in total |
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defari
Joined: 24 Apr 2012
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| Posted: Tue Aug 07, 2012 8:11 pm Post subject: |
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Hi there,
could you please tell me the status of the device? |
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support
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| Posted: Tue Aug 07, 2012 11:53 pm Post subject: |
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We havent heard anything yet , but we'll keep you updated tomorrow.
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Last edited by support on Thu Jun 11, 2015 7:36 am; edited 2 times in total |
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support
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| Posted: Wed Aug 08, 2012 8:03 am Post subject: |
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Hello,
The unit was shipped out to you on july 27th, with this tracknumber RM091861603DE. You can track it under Canada post. The latest status is from yesterday, when it was released from customs and handed over to Canada post. I'm sure you will have it back soon!
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Last edited by support on Thu Jun 11, 2015 7:36 am; edited 1 time in total |
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defari
Joined: 24 Apr 2012
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| Posted: Fri Aug 10, 2012 2:50 pm Post subject: |
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| I received it yesterday. Thanks for all your help! |
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support
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