docs/Troubleshooting_Table.csv

Symptoms,Core Issue,Steps to Solve,Related Issues,Escalation,Images
"Want to switch to a different device, change to new phone",,"1) On the old device, forget the device from Bluetooth settings. 2) Pair new phone 

If the customer doesn’t have old device, this should escalate to support for instructions on factory resetting.",,"If the customer doesn’t have old device, this should escalate to support for instructions on factory resetting.",
Device is not compatible,App-compatible devices,"Confirm the user is using one of the following compatible devices:
iPhone: iPhone 11 and newer (recommended); iOS 15.x or later.
iPad: iPad (7th generation) or newer, iPad Pro (4th generation) or newer, iPad Air (4th generation) or newer, iPad Mini (6th generation) or newer; iPadOS 15.x or later.
Android: recommended device info TBD; Android 10 (API 29) or later.",None,Escalate if user's device is not on the compatibility list and no alternative compatible device is available.,
"Font is too big, font is too small",,Change font size in phone settings,Some expected visual elements missing on some screens due to large font sizes.,Escalate if changing font size does not resolve the issue or if it causes functionality problems in the app.,
"Issues with camera or audio, camera won't flip, camera won't swap, cannot hear technician",Software issues- tech portal,"Camera:
Turn on phone camera
Disconnect and then reconnect in the portal 

User cannot hear technician:
Turn on speaker","Device is not compatible, Bluetooth pairing/connection issues",Escalate if basic troubleshooting (like restarting device or checking settings) fails.,
"Not able to find Control Unit (range issue or Control Unit is not powered on) Connections repeatedly fail (Control Unit is paired to another phone) Able to connect, but seeing a “--” for battery level in the app’s hub side menu (pairing issue) Seeing “Encryption is insufficient” in the app log from a reported issue (pairing issue)",Bluetooth pairing/connection issues,"Things to check:
Check Control Unit distance from phone - must be near phone (< 20 ft)
Check that airplane mode on the phone is turned off and that Bluetooth is turned on
Verify that the phone and Control Unit have sufficient battery levels
Remove phone case, if any
Things to try:
Restart Control Unit from hub side menu and/or power cycle Control Unit (To turn off the Control Unit, hold the power button down for about 3 seconds until the light turns orange and fades out.)
Move to a different location. Other electronic devices that use the 2.4GHz frequency band can cause interference and impact the performance of BLE devices.
Turn Bluetooth off/on on phone
Force quit/restart app
Power cycle phone
Try to connect from a different phone/tablet Note: If the user is switching phones, need to unpair/factory reset from the old phone before it can be paired with the new phone","Issues changing parameters, Sleeve keeps getting unplugged.",Escalate if all troubleshooting steps fail to establish a connection.,
"Cannot connect to control unit after previous slow/incomplete disconnection, Cannot connect to control unit after backgrounding the app, phone cannot find control unit
",Bluetooth pairing/connection issues,Force quit + restart app. Phone reboot may also be required.,"Not able to find Control Unit (range issue or Control Unit is not powered on), Battery not charging, battery not charging enough, poor charging",Escalate if force quitting and restarting the app or rebooting the phone does not resolve the issue.,
"Plug control unit into the sleeve, don't see 3 flashing green lights that indicate a proper connection",Sleeve cable issues,"1.Instruct user to put Control Unit in the pocket first and then plug in the connector/cable; make sure that the DC is in the pocket
2. Visually check for proper insertion of the sleeve connector
3. Make sure user knows to press in side buttons before removing cable
4. Verify that the LED on the Control Unit flashes green 3x after plugging in the cable (this is different from “breathing green” when the Control Unit is powered on while adequately charged)
5. If 3x green LED flashes are not seen, try restarting the Control Unit from the app's hub side menu and/or power cycle the Control Unit by long-pressing the button until the LED goes off (about 3 seconds), then pressing the button again to turn it back on. Then reattempt cable insertion.","Errors when upgrading sleeve, errors when upgrading control unit, Firmware upgrade issues","Escalate if repeated attempts at reconnection, including restarting the Control Unit, fail.",
"Sleeve keeps getting unplugged, the app is telling me my control unit is unplugged but it is plugged in",Sleeve cable issues,"Unplug the sleeve from the control unit -> restart the control unit->plug the control unit back into the sleeve and observe for the 3 blinking green lights that indicate a proper, physical connection. If message persists, escalate to pass DC logs on to engineers for investigation.
","Plug control unit into the sleeve, don't see 3 flashing green lights that indicate a proper connection, Notification of weak signal from electrodes, impedance check errors",Escalate if issue persists after ensuring proper insertion and restarting the Control Unit.,
"Notification of weak signal from electrodes, impedance check errors",Impedance check error,"Pat down electrodes
When was the last time they changed their electrodes?","Stuck in electrode calibration phase, failed impedance check, Gel electrodes falling off/ won't adhere to the skin",Escalate if patting down electrodes and changing them does not solve the problem.,
"Stuck in electrode calibration phase, failed impedance check",Impedance check error,,"Loss of stimulation, Stimulation with the wrong timing",Escalate if recalibration attempts fail consistently.,
"Stimulation hurts, stimulation causes pain",,"Verify electrodes placement on body (especially for TA)
Verify the settings in the FES configuration and the slider in the capp screen
Replace electrodes
Possible muscle fatigue",,Escalate if stimulation continues to hurt after following steps,
Loss of stimulation,Stim issues; gel electrode issues,"Verify electrodes placement on body (especially for TA)
Verify the settings in the FES configuration and the slider in the capp screen
Replace electrodes
Possible muscle fatigue","Stimulation errors, Battery not charging, battery not charging enough, poor charging",Escalate if verifying settings and electrode placement does not restore functionality.,
Stimulation with the wrong timing,Stim issues; gel electrode issues,"Prompt the user to recalibrate properly, and see if the problem disappears. ","Stimulation errors, Skeleton on app looks odd",Escalate if recalibration does not correct the timing issue.,
Change timing of stimulation,,You are unable to make changes to the timing of the stimulation outside of correcting incorrect timing by re-calibrating. Any other adjustments will need to be made by your Mobility Specialist.,,Escalate if recalibration does not correct the timing issue.,
Stimulation errors,Stim issues; gel electrode issues,"Prompt the user to recalibrate properly, and see if the problem disappears. ","Battery not charging, battery not charging enough, poor charging, Errors when upgrading sleeve, errors when upgrading control unit",Escalate if recalibration does not resolve the errors.,
"Battery not charging, battery not charging enough, poor charging",Battery issues,"The battery needs a high power charger for adequate charging. The user must use the cable and charger that is provided for charging their device (""Charger has limited power to charge"" notification may be seen otherwise). Failure to do so will result in poor charging.","Cannot connect to control unit after previous slow/incomplete disconnection, Cannot connect to control unit after backgrounding the app, Device is not compatible",Escalate if using the correct charger and cable does not solve the charging issue.,
"Errors when upgrading sleeve, errors when upgrading control unit",Firmware upgrade issues,Ask user for code/error message,"Firmware upgrade issues, Plug control unit into the sleeve, don't see 3 flashing green lights that indicate a proper connection",Escalate if error codes persist after asking the user for specific messages and attempting basic troubleshooting.,
"Gel electrodes falling off/ won't adhere to the skin, electrodes no longer sticky, not sticking to skin",Gel electrode issues,"Make sure skin is clean of any lotions/oils
Recommend moisturizing overnight so skin is not dry
Trim any extra leg hair
Change gel electrode pads    
Slippage in hot weather (sweat)
Dry skin
If electrodes are not sticky, try putting a small drop of water on each pad and swirling it around with your finger
Replace gel electrodes
","Notification of weak signal from electrodes, impedance check errors, Skin irritation",Escalate if skin preparation and electrode replacement do not fix the issue.,
Difficulty placing electrodes,,Palpating TA (try on unaffected leg first),"Stuck in electrode calibration phase, failed impedance check, Gel electrodes falling off/ won't adhere to the skin",Escalate if palpation techniques do not aid in correct placement.,
Skin irritation,,"(redness persisting more than a few hours, skin breakdown, burn)
If redness, contact us 
If a burn, discontinue use and contact
If open skin, discontinue use and contact","Gel electrodes falling off/ won't adhere to the skin, Residue of goopy balls on skin",Immediate escalation for burns or open skin; escalate for persistent redness.,
Residue of goopy balls on skin,,"Use a cloth to clean skin when removing the sleeve, Use the back of the gel pad to blot at fabric to pick up any gel residue","Skin irritation, Gel electrodes falling off/ won't adhere to the skin",No escalation,
Velcro coming undone,,"Check electrode connection
Sleeve is indicated for gait, not other movements",,Escalate if checking connections and ensuring correct usage does not solve the problem.,
Skeleton on app looks odd,,"Prompt the user to recalibrate properly, and see if the problem disappears.","Stimulation with the wrong timing, Stimulation errors",Escalate if recalibration does not correct the display issue.,
Issues changing parameters,,"Neuropathy–try adjusting frequency to determine if higher or lower frequencies improve sensitivity.  Contact Cionic if neuropathy increases
Initial sensation uncomfortable–instruct customer in getting past the sensory level to the motor level which is often more comfortable","Not able to find Control Unit (range issue or Control Unit is not powered on), Battery not charging, battery not charging enough, poor charging",Escalate if adjusting frequencies and guidance on sensory to motor level transition do not work.,
Login issues,,"Is an account created on cionic.com (same one as signed up with)?
Invalid credentials
Needs new email for log in
Email deliverability issues
Create individual login and send separate email","Device is not compatible, Some expected visual elements missing on some screens due to large font sizes",Escalate if account verification and troubleshooting email issues do not resolve the problem.,
Some expected visual elements (ex: buttons) are missing on some screens due to large font sizes,,"Ask user to reduce system or accessibility font sizes
Do they have a Galaxy Fold? If yes, please use the front cover screen which is similar to a normal phone screen and does not hide buttons","Font is too big, font is too small, Device is not compatible",Escalate if adjusting font sizes or using alternative displays (like front cover screen on Galaxy Fold) does not resolve the issue.,
"No steps recorded in the app, incorrect number of steps recorded in app",,"Powering off the Control Unit (long press on Control Unit button) stops stimulation and ends a protocol, but because of this, steps cannot be fetched
Short-press can stop stimulation and then go into the app to stop a protocol
Control Unit ran out of battery before the program was stopped 
BLE disconnect just before the recording stopped, steps could not be fetched
Make sure not to stop a program with BLE disconnected","Cannot connect to control unit after previous slow/incomplete disconnection, Cannot connect to control unit after backgrounding the app"", Bluetooth pairing/connection issues",Escalate if ensuring proper app usage and troubleshooting connectivity issues do not correct the step count.,
Issue with reporting an issue,,"Ensure that the Control Unit is Bluetooth-connected to the app
Make sure that you have a good network connection (WiFi recommended) before submitting issues","Login issues, Device is not compatible",Escalate if ensuring proper network connection and Bluetooth connectivity does not allow issue submission.,
"100
ALERT_NOCARD


",missing sd card,,,,
"101
ALERT_CHARGED
",battery charged,,,,
"102
ALERT_CHARGING
",battery charging,"The battery needs a high power charger for adequate charging. The user must use the cable and charger that is provided for charging their device (""Charger has limited power to charge"" notification may be seen otherwise). Failure to do so will result in poor charging.",,,
"103
ALERT_NOMUSCLE
",no muscle,,,,
"104
ALERT_STIM_LL
",stim low level error,,,,
"105
ALERT_STIM_BUF
",stim buffer error,,,,
"106
ALERT_STIM_PW
",stim pulse width out of bounds,,,,
"107
ALERT_STIM_DAC",stim intensity out of bounds,,,,
"108
ALERT_STIM_TIM",stim timer error,,,,
"109
ALERT_STIM_CRC",stim crc error,Check cable connections,,,
"110
ALERT_STIM_MUSCLE",stim mux configuration invalid,,,,
"111 (old FW) or 149 + channel (150-159)
ALERT_STIM_MAX",stim above maximum load threshold,check electrodes,,,
"112
ALERT_STIM_FREQ

",stim frequency out of bounds,,,,
"113  (old FW) or 159 + channel (160-169)
ALERT_STIM_MIN",stim below minimum load threshold,check electrodes,,,
"114
ALERT_STIM_GENERIC

",stim error generic,,,,
"115  (old FW) or 169 + channel (170-179)
ALERT_STIM_TIMEOUT",single muscle stimulated for more than 5 seconds,,,,
"116
ALERT_STIM_CURRENT
",stim current out of boounds,,,,
"117
ALERT_STIM_SAFETY
",stim is in safety mode,,,,
"118  (old FW) or 179 + channel (180-189)
ALERT_STIM_ELECTRODE",one or more electrodes detached,check electrodes,,,
"119
ALERT_SELF_TEST
",FES hardware issue,,,,
"120
ALERT_BAD_CHARGER
",charger cannot provide enough power to charge DC,,,,
"121
ALERT_ELECTRODE_TEST",FES electrode hardware issue,,,,
FES hardware fault code c0,,"Restart the app and try again. If error persists, escalate immediately to CIONIC support",,"If restart does not solve the problem, escalate to CIONIC Support.",
internalError = 99,should never happen,Immediately escalate,,,
currentVersionsUnavailable = 100,Deprecated - not used anymore,N/A,,,
imageDownloadChannelOpenError = 101,Unable to open Bluetooth L2CAP data channel to transfer image file,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
imageDownloadWriteFileError = 102,Failed to transfer image file over Bluetooth L2CAP,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
dcSerialUnavailable = 103,Could not fetch version info from DC,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
sendCommandUnpacking = 200,Bluetooth error trying to unpack the image file,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
sendCommandCheckingVersions = 201,Bluetooth error trying to check FW versions,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
sendCommandUpgradingDC = 202,Bluetooth error trying to upgrade the DC component,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
sendCommandUpgradingBLE = 203,Bluetooth error trying to upgrade the BLE component,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
sendCommandUpgradingSI = 204,Bluetooth error trying to upgrade the sleeve,Ensure sleeve cable is plugged in securely and try again. Reboot Control Unit and try again.,,,
sendCommandUpgradingFES = 205,Bluetooth error trying to upgrade the FES component,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
unpackTimeout = 300,Unpacking the image did not complete within the specified time,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
upgradeDCTimeout = 311,Upgrading the DC component did not complete within the specified time,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
upgradeBLETimeout = 312,Upgrading the BLE component did not complete within the specified time,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
upgradeSITimeout = 313,Upgrading the sleeve did not complete within the specified time,Ensure sleeve cable is plugged in securely and try again. Reboot Control Unit and try again.,,,
upgradeFESTimeout = 314,Upgrading the FES component did not complete within the specified time,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
restartTimeout = 302,Timed out waiting for the DC to reconnect after upgrading a component,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
unpackError = 400,Error unpacking the image file,"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
upgradeDCError = 401,Error upgrading the DC component (also see FW upgrade codes below for the second code),"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
upgradeBLEError = 402,Error upgrading the BLE component (also see FW upgrade codes below for the second code),"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
upgradeSIError = 403,Error upgrading the sleeve (also see FW upgrade codes below for the second code),Ensure sleeve cable is plugged in securely and try again.,,,
upgradeFESError = 404,Error upgrading the FES component (also see FW upgrade codes below for the second code),"Reboot Control Unit and try again, turn Bluetooth off/on, reboot phone",,,
upgradeRestartError = 405,Unexpected DC restart during the upgrade process,"Ensure Control Unit proximity and try again. If error persists, reboot Control Unit.",,,
upgradeMismatchError = 406,Upgraded components do not match what was downloaded after a successful upgrade.,Escalate immediately,,,
serverHashCheckNoImages = 500,No components found in the image file,"Try again. If that fails, escalate",,,
serverHashCheckMissingDCVersion = 501,No DC component found in the image file.,Escalate immediately,,,
serverHashCheckError = 502,Server failed to verify the image file or there was a network error,Check network connection and try again.,,,
serverUpgradeCheckFailed = 503,Could not download an image file from the server or there was a network error,"Check network connection and try again. If error persists, make sure that phone has enough free storage (> 5MB).",,,
serverNoUpgradesAvailable = 504,Not an error - server reported that no upgrades were available for the Control Unit/Sleeve,N/A,,,