Troubleshooting

Dry skin, air gap between skin and electrode/towels/gloves are the most common reason to cause CH1/CH2 flashing. Bad leads are another common reason. Most of time it is NOT the problem of the unit. Please use the following troubleshooting process.

  1. Remove all pads/towels/gloves from pushpins or snap buttons. Put all 4 pins or snap buttons into a cup of tap water, or touch all 4 pins together. Run a protocol. If CH1 and CH2 lights have no flashing, the unit and wire leads are working properly for continuity.
  2. If CH1 or Ch2 light is still flashing after you put all pins or snap buttons into water or touch together, use a NEW set of wire leads to do the same test (4 pins/snap buttons into water or touching together). If CH1/CH2 have no flashing, the previous wire leads are bad and need replacement. If CH1/CH2 are still flashing with the new leads, then the unit has a problem and will need service.
  3. After you confirm the wire leads and unit are good, you can put pads/towels/gloves back to pushpins or snap buttons.
    1. Touch pads/towels/gloves together themselves. Run a protocol. Make sure no lights are flashing.
    2. Separate pads/towels/gloves on the same arm. Run a protocol. Make sure no lights are flashing. If necessary, press the towels/gloves to touch skin firmly.
    3. Separate pads/towels on different arms. Run a protocol. Make sure no lights are flashing. If necessary, press the towels to touch skin firmly.
  4.  The key is to hydrate the skin because dry skin has high resistance. Use water to rub skin before you put on electrodes. Alternatively, you can put conductive gel on pads before putting pads on skin.

This problem is usually caused by low batteries. So put brand new batteries into the unit to see whether the problem is resolved. If not, the only way to resolve this problem is to manually upgrade firmware inside the unit.

If you own Inspirstar Profile Editor software, first make sure your software is upgraded to the latest version (4.4.3 or later). Check the software version Help->About. If not or not sure, use the link     www.inspirstar.com/softwaredownload    to download and upgrade the software first.

After the software is upgraded, please follow the instructions below exactly.

  1. Connect the unit to the computer using a standard microUSB cable (regular data/sync cable, not charging cable).
  2. Press START button to turn on the unit with “updating firmware” message displayed. If you can’t power on, press STOP button for a few times until the unit has the display of “updating firmware”. If the screen is blank but CH1/CH2 lights on, continue #3.
  3. Open Profile Editor software, click software Tools->Firmware Upgrade, (DON’T click Tools->Setup Communication, or Product Information, or READ/WRITE)
  4. Is step 1 showing “IS02xxx_HW5_SW1.6x.0.app.update” matching your unit’s the model?
  5. If not, click the button “Browse”, locate the file “IS02xxx_HW5_SW1.6x.0.app.update” matching your unit model under the folder C:\Program Files\Inspirstar\IS02\Firmwares. Click Open.  If not sure, look at the back of the unit for the model of your unit and change the file to match your model.
  6. At this time, Step 1 should show IS02xxx_HW5_SW1.65.0.app.update.
  7. If yes, Click “Start Upgrade”. Make sure the unit has the display of “updating firmware” message on the unit screen when you click “Start Upgrade”. If not, go to #2.
  8. If you get connection error, you may unplug USB cable and plug back in and click “Start Upgrade” again.

Key notes: a) This problem is usually caused by low batteries. When this problem happens and the unit is stuck, you can’t do WRITE/READ, can’t check production information, can’t check communication, etc. The only thing you can do it to go to Tools->Firmware Upgrade to upgrade firmware manually. b) When you upgrade firmware, you must make sure the unit has the “updating firmware” message displayed. If no display, repeat #2 to make sure the message is displayed.

If you don’t own the Inspirstar Profile Editor software, you can download the software     www.inspirstar.com/softwaredownload  and install. To upgrade firmware, you don’t need software license. If software license registration windows shows up, you can cancel or ignore. Go to your computer Windows Start->Programs->Inspirstar->Firmware Downloader. Then follow the process above same as #1~#8.

After you download software and install, you don’t need license key in order to upgrade firmware, please follow  the instructions below EXACTLY. (I mean exactly)

  1. Put NEW batteries into the unit. See if the problem is resolve.
  2. If not, Connect the unit to the computer using a standard microUSB cable (regular data cable, not charging cable).
  3. Press START button to turn on the unit with firmware upgrade message displayed. If you can’t power on, press STOP button for a few times until  the unit has the display of “updating firmware”. If the screen is still blank but CH1/CH2 lights on, continue #4.
  4. Open Profile Editor software, click Tools->Firmware Upgrade. (at this time, you can’t do anything else like Read/Write, Product Information, Communication, etc).

If you don’t have the software license, Go to Windows Start->Programs->Inspirstar->Firmware Downloader. If it doesn’t exist, go to C:\Program Files (x86)\Inspirstar\IS02, and run the file “Firmware Downloader.exe”

  1. Is step 1 showing “IS02LCDs_HW5_SW1.65.0.app.update” matching your units model?
  2. If not, click the button “Browse”, locate the file “IS02LCDs_HW5_SW1.65.0.app.update” matching your unit model under the folder C:\Program Files\Inspirstar\IS02\Firmwares. Click Open.  ( If not sure, look at the back of the unit for the model of your unit and change the file to match your model.)
  3. At this time, Step 1 should show IS02LCDs_HW5_SW1.65.0.app.update.
  4. If yes, Click “Start Upgrade”. Make sure the unit has the display of “updating firmware” message on the unit screen when you click “Start Upgrade”.

If you get a connection error, you may unplug USB cable and plug back in and click “Start Upgrade” again.

If HW5 doesn’t work, you can also try files with HW6 or HW7.

Key notes:

a) This problem was usually caused by low batteries. When this problem happens and the unit is stuck, the only thing you can do it to go to Software Tools-> Firmware Upgrade to upgrade firmware manually

b) When you upgrade firmware, you must make sure the unit has the “updating firmware” message displayed. If no display, repeat #3 to make sure the message is displayed.

c) If a user doesn’t have software, they can download software and install. Go to Windows Start->Programs->Inspirstar->Firmware Downloader. Then follow the whole process. They don’t need software license to upgrade firmware.

  1. Put brand new batteries into the unit and try turning it on.
  2. If you can’t power on by pressing the ON/START button, press the OFF/STOP button multiple times. If the unit has a response like message display or CH1/CH2 light on, refer to other FAQs to resolve.
  3. If the unit still can’t power on, take one battery out. Press and hold the STOP button while putting that battery back in. Then release STOP button. If the unit has a response like a message display or CH1/CH2 light on, refer to other FAQs to resolve.

The communication error can be caused by the unit, by the cable/adaptor between the computer and the unit, or by the computer.  Here are the troubleshooting methods.

  1. Replace batteries with brand new batteries. Communication between the computer and the unit requires higher voltage than running protocols.
  2. Make sure all connections are firm and tight. For IS02PRO/IS02LCD unit, make sure you use data/sync microUSB cable, not a charging cable. If you are not sure, try a different microUSB cable.
  3. If your computer is Windows 10, it should install the driver automatically and you should not need to install. You may unplug USB cable or USB adaptor and plug back in. Wait a few minutes to try again whether it is recovered.
  4. If your computer is Windows 7, you may need to install USB driver manually. Sometimes the driver may get corrupted or lost. You can unplug USB cable/adaptor first, go to PC Control Panel to uninstall USB driver called “PL2303”, then reinstall USB driver by clicking Inspirstar software Tools->Install USB Driver. After the driver is reinstalled, plug the USB cable/adaptor back in. You might have to wait up to 10~15 minutes until the driver is applied properly.
  5. If the problem is consistent, contact MEND Technology.