Troubleshooting

If any problem persists after following the provided instructions and troubleshooting, contact customer service.

The Handheld Unit does not charge when placed in the Base.
Cause(s): The Handheld Unit is not placed correctly in the Base. The power cord is not plugged into the Base and/or wall correctly. Solution(s):  T...
Wed, 9 Dec, 2020 at 4:58 PM
Handheld Unit cannot calibrate
Cause(s): The Handheld Unit is not placed correctly in the Base. The power cord is not plugged into the Base and/or wall correctly. Debris may be blocki...
Wed, 9 Dec, 2020 at 4:58 PM
The handheld unit does not power on
Cause(s): The battery is discharged or the unit is defective and/or damaged. Solution(s): Follow instructions for charging the handheld unit. Le...
Wed, 9 Dec, 2020 at 9:53 PM
The display is blank
Cause(s): Handheld Unit is off, or the display is defective and/or damaged Solution(s): Follow instructions for powering on the Handheld Unit. I...
Tue, 15 Dec, 2020 at 7:50 PM
The display is unresponsive
Cause(s): The display is defective, damaged and/or dirty. Solution(s): Follow cleaning and disinfection instructions to remove any material fro...
Tue, 15 Dec, 2020 at 7:51 PM
The Handheld Unit cannot connect to Wi-Fi or the internet
Cause(s): The Wi-Fi router is not connected to an active internet connection or the Wi-Fi password is invalid. Solution(s): Follow instructions ...
Tue, 15 Dec, 2020 at 7:53 PM
The Handheld Unit says insufficient credits or says not registered or activated.
Cause(s): The Handheld Unit has not been activated or assigned a valid usage plan. Solution(s): Visit www.DermaSensor.com to log into your accou...
Tue, 15 Dec, 2020 at 7:55 PM
The Handheld Unit does not pulse or tone and says battery low when trying to record a lesion or begin a calibration
Cause(s): The Handheld Unit the battery is too low to begin a new lesion. Solution(s): The Handheld Unit must be charged in the Base until the b...
Tue, 15 Dec, 2020 at 7:58 PM