Entre Plus Support
If your therapy system isn’t performing as it should, please run a treatment to identify a solution below.
Entre Plus for Upper Body
See the User Guide and additional information for Entre Plus Upper Body treatment
Entre Plus for Lower Body
See the User Guide and additional information for Entre Plus Lower Body treatment
My controller unit is not illuminating and does not turn on.
- Disconnect the power adapter from the back of your controller unit and then reconnect. Ensure that the power adapter is fully inserted into both the power inlet on the back of your controller unit and the wall outlet. Ensure the wall outlet is functioning. A green light will illuminate on the power adapter if the wall outlet and power adapter are functioning.
- Press the ON/OFF button.
I feel air coming out of my connectors.
Please reattach your connectors to your controller unit, ensuring the latches are securely connected. You should hear 2 “clicks” when it has been securely attached.
My garments do not inflate.
If your controller unit was unable to produce or maintain pressure in any of your garment chambers, try the following:
- Power down your device. If able, disconnect your garment from your controller unit and then reconnect again. Ensure the latches are securely connected to your controller unit. You should hear 2 “clicks” when it has been securely attached.
- Power up your device by pressing the ON/OFF button.
- Restart your treatment session by pressing the PLAY/PAUSE button.
My garment chambers are staying inflated/not deflating.
It is normal for a small amount of air to remain in the chambers between inflations. Your garment may appear “puffy” because of this. If your chambers remain fully inflated:
- Check to make sure the tubing is not kinked or pinched.
- Disconnect the connectors from your controller unit to allow for full deflation.
The code R0 is displaying under Device Status.
This states your controller unit and garments are working as expected. No need for concern.
The code R1 is displayed, and my treatment stopped.
This code means your treatment was stopped or paused.
- If your treatment session was paused, you can resume your treatment by pressing the “enter” button.
- If your treatment session was stopped, you can simply start another treatment by highlighting your desired treatment pressure and pressing the “enter” button.
Note: a treatment can only be paused for 15 minutes. After 15 minutes, you will be asked to start your treatment from the beginning.
The chambers do not fill with air (controller unit screen may indicate the treatment completed with result R3, R4, R5, R6, R7 or R8).
The most common problem is the garment tubing is kinked.
- Power down your device. Disconnect your garment from your controller unit and then reconnect again.
- Power up your device by pressing the ON/OFF button.
- Restart your treatment session by pressing the PLAY/PAUSE button.
Note: If you are only using one garment, make sure the port is attached firmly.
- If step one did not resolve the issue, take your garment off and lay it flat on the floor, power up your device and press the PLAY/PAUSE button to begin your treatment session and confirm all chambers sequentially inflate.
- Please text or call Customer Care if you are unable to resolve the problem.
Reminder: do not stand on your garment during your treatment session.
I cannot change the pressure setting.
Once you start a treatment, you cannot change the pressure setting unless:
- The treatment session has completed
- 2. Your controller unit has been turned off and turned back on using the ON/OFF button.
My garment pressures are higher or lower than expected.
- Verify that the correct pressure has been selected.
- Adjust the fit of your garment, ensuring there are no folds or kinks in the fabric. Best practice is that garments are snug to your body, and two fingers can be inserted between the fabric and body. Check to be sure the latches are firmly connected. You should hear 2 “clicks” when correctly attached.
My controller unit runs longer than expected.
Your treatment session will last approximately 60 minutes. At any point you can check the remaining time by reviewing the countdown timer on your controller unit screen.
Note: If a treatment session lasts significantly longer than 60 minutes, please text or call Customer Care for assistance.
My zipper is broken or disconnected from my garment.
Please contact text or call Customer Care for assistance.
The buttons are not functioning.
- Power down your device. Power up your device by pressing the ON/OFF button.
- Please text or call Customer Care for assistance.
My controller unit is making an abnormal noise.
- Stop your treatment session by pressing the START/PAUSE button.
- Verify the noise has stopped.
- Restart your treatment by pressing the START/PAUSE button.
Note: If the noise continues, please text or call Customer Care for assistance.
The code R2 is displayed, and my treatment stopped.
Your controller unit lost power during the treatment session. Confirm that your controller unit is plugged in.
How long will it take my garments to deflate?
After completing your treatment, it should take roughly 3-4 minutes to fully deflate.
During deflation, the controller will exhibit the following screen:
Once fully deflated, the screen will exhibit the following message:
