This article will cover the first steps in troubleshooting for commonly seen issues:
Device Won’t Power On
Check These First
- Power cord connection – Ensure it’s firmly plugged into both the device and wall.
- Different outlet – Try another electrical outlet.
- Circuit breaker – Check if the circuit has tripped.
For DT Controllers
- Display blank – May indicate a power supply issue.
- Check Outlet, plug into machine, and device fuse – location outlined in user manual
- No response to buttons – Ensure the membrane is fully adhered.
- It is like a sticker. Sometimes the sticker can get debris between the button and membrane. Using a soft cloth swipe across each button a few times. In most cases this will either compress or dislodge the debris giving space.
For ClearLink Controllers
- Screen won’t illuminate – Check power connections first.
- Reboot – The ClearLink screen will allow touch after 30 seconds. If the device does not allow touch, then disconnect from power, wait for 30 minutes, and try again.
- Screen touches the wrong button when pressed – May need a calibration reset, requires guidance by a technician.
Device Powers On, But Won’t Start Treatment
Common Causes
- No treatments remaining – Device showing refill code (C###, BXXXX, or PASS).
- Incorrect unlock code – Try default “0007”, if “0007” doesn’t work, try the second default code “0205”.
- Invalid treatment time – Check time format and limits.
“C” Codes (C419, C473, C600, etc.)
- This is not an error – It’s your Device Code for refills.
- Normal operation – Appears when treatments are low or exhausted.
- Action needed – Contact your doctor with this code for a refill.
“CAL Needed” or “Calibration Required”
- Annual maintenance due.
- Contact the service department for a calibration appointment.
Display Problems
- Frozen screen – Power cycle the device (off 60 seconds, then restart).
- Incorrect numbers – May be due to entry errors on DT devices, or on the ClearLink Controller, they may suggest that the device is beyond the 100 hours since calibration.
- Flickering display – Could indicate loose connections.
Lamp Issues
Lamps Won’t Turn On
- Lamp age – Lamps typically last 250–300 hours.
- Ballast function – Swap the lamp that doesn’t turn on to a location where another lamp is working. If the previously working lamp does not light in the “problem location”, it could be the ballast or wiring. If the ‘previously not working” lamp lights up in the new location, the lamp is fine; however, if it does not light up in the new location, then the fault is the lamp.
Dim or Uneven Light Output
- Normal aging – Gradual dimming over lamp life.
- Lamp replacement needed – When output falls below specifications.
When and How to Contact Service (Use our contact form)
- Safety concerns – Any unusual sounds, smells, or sparks. It is normal for lamps to get warm and to smell mild odor after light exposure.
- Consistent power problems – After trying basic troubleshooting.
- Display malfunctions – That power cycling doesn’t resolve.
- Lamp problems – Professional diagnosis and replacement may be needed.
- Calibration issues – Annual service or after lamp replacement.
If issues persist and the device isn’t working:
- Document the problem – Note exactly what happens.
- Try a basic reset – Power off, wait, restart.
- Check simple things – Connections, outlets, codes.
- Contact support – Fill the contact form(select Patient > Current Patient > My device won't turn on, and Priority URGENT) - make sure to include your phone number in the contact information, and our team member will get in touch with you.
- Don’t force operation – Safety first, always. If you miss a treatments, there are protocols to get back on track.
This article contains basic device troubleshooting steps. For treatment advice, contact your physician.