Human Touch AcuTouch 9500 User manual

troubleshooting guide

acuTouch®9500 9500x

October 26, 2013

Please forward any questions or comments regarding this Troubleshooting Guide to

[email protected].

HT-9500/HT-9500X Troubleshooting Guide 1

HT-9500/HT-9500X Troubleshooting

This Troubleshooting Guide walks you step-by-step through the

diagnosis of HT-9500/HT-9500X customer problems. It is important to

follow these steps carefully, to ensure that the problem is diagnosed

correctly, and therefore the appropriate repair action is taken.

Getting Started

To begin:

1. Turn the power switch on the back of the chair to Off, wait

approximately five seconds, then turn it back On.

2. Wait 30 seconds while a system check is performed, observing

whether the backrest massage mechanism and the foot-and-calf

massager paddles move. If they do not, see "Power" on page 3.

3. If the problem still exists, choose from the following issues:

To Troubleshoot This

Issue: Do the following:

My remote control is

not working See "Remote" on page 4.

My foot and calf

massager is not

working

See "Foot and Calf Massager " on page 4.

My back massaging is

not working properly See "Back Massage" on page 7.

My heat is not working. See "Heat" on page 7.

2HT-9500/HT-9500X Troubleshooting Guide

My Massage Comfort

Control is not working

Place your hand on the front left or right side of

the backrest while adjusting the Massage

Comfort setting using the remote control.

• If the air bags are both inflating and deflating

as you adjust the setting from 1 to 7 and

back and the remote beeps when the airbags

are fully inflated, but the massage comfort

numbers on the controller are not changing

accordingly, replace the remote.

• If the air bags inflate but will not deflate

and/or the Massage Comfort LED on the

remote is stuck on the same number despite

the air bags inflating/deflating properly,

replace the main PCB and the daughter

board.

• If the Massage Comfort system will not

maintain the desired setting (decreases on

its own), replace the Main PCB.

• If the air bags are not inflating or deflating,

replace the chair base.

My Seat massage is

not working

• The seat massage does not work at all—

replace the chair base.

• The seat massages only on one side—

replace the chair base.

• The seat massage works, but when you turn

off the seat massage the air bags stay

inflated—replace the backrest.

My backrest won’t

recline/incline See "Recline/Incline" on page 8.

My chair has a loud

noise coming from the

seat area

While some noise is normal, excessive noise is

likely caused by the air compressor assembly

vibrating against the housing that surrounds it.

See separate repair instruction entitled

“Adjusting the Air Compressor Assembly.”

If this does not solve the problem, replace the

chair base.

My convenience outlet

is not working. See "Convenience Outlet" on page 9.

HT-Connect doesn’t

work (HT-9500 only)

After using this Troubleshooting Guide to verify

that the problem does not reside within the

chair, contact customer service for assistance

with the HT-Connect app.

To Troubleshoot This

Issue: Do the following:

HT-9500/HT-9500X Troubleshooting Guide 3

Power

Step 1: Check the power LED.

Check the status of the power panel LED, located on the back of the

left-hand armrest above the power switch. If the power LED lights, go to

“Step 4: Replace the AC outlet fuse..”

Step 2: Check the power cord.

1. Verify that the power cord is plugged securely into the chair’s power

panel and is not damaged.

2. If the power cord is damaged, replace the power cord.

3. If the power cord connection is not secure, secure it, then recheck

the power LED status.

4. If the power LED lights, but there is still no massage mechanism

movement, see "Step 4: Replace the AC outlet fuse." on page 3.

Step 3: Check the wall outlet.

1. Plug a different device into the AC outlet into which the chair is

plugged.

2. If the device does not work (is not receiving power), the AC outlet is

most likely not working. Plug the chair into a different AC outlet to

verify that it receives power.

Step 4: Replace the AC outlet fuse.

Even though the power panel LED (located on the back of the left-hand

armrest) is lit, the AC outlet fuse may still be blown or broken, which

interferes with the remote control function. Replace the fuse.

The AC outlet fuse is the left of the two fuses, located on the power

panel.

To replace the fuse:

1. Turn the power switch to OFF and unplug the chair from the wall

outlet.

2. Using your fingers, turn the fuse holder knob (located on the power

panel) approximately 1/8 turn counter-clockwise.

The fuse holder pops out.

3. Replace it with a new fuse of the same rating.

4HT-9500/HT-9500X Troubleshooting Guide

4. Reinsert the fuse holder into the power panel, then turn it 1/8 turn

clockwise to secure it.

5. Plug the chair back into the wall outlet and turn it on.

6. Verify that the remote control LEDs now light.

Step 5: If the chair is still not receiving power, replace the

backrest.

Remote

If the remote control beeps repeatedly even when you are

not pushing any buttons:

The HT-Connect board is not working properly. Replace the HT-Connect

board. If this problem is occurring and you have already replaced the

HT-Connect board, replace the HT-Connect board again, along with the

remote. If this does not resolve the problem, replace the backrest.

If one or more remote control LEDs do not light when you

push the corresponding button, but the function the button

controls works properly:

The remote control is not working properly. Verify that the remote control

cable connection to the backrest cover is secure. If that does not solve

the problem, replace the remote.

If the remote control LED lights but the function it controls

is not working properly:

The problem is most likely in the function controlled by the remote, not

in the remote itself. See the section pertaining to the function that is not

working for further diagnosis.

Foot and Calf Massager

The foot and calf massager collides with the seat when I try

to retract it, and then it shuts down:

NOTE

Do not attempt to retract the foot and calf massager while

sitting on the front edge of the seat cushion—this may cause

the foot and calf massager to collide with the seat.

HT-9500/HT-9500X Troubleshooting Guide 5

1. Pull up on the foot and calf massager rotation release handle, then

rotate the foot and calf massager away from the chair until you hear

and feel it lock into place. The smooth side of the foot and calf

massager is now facing up.

2. Pull up on the foot and calf massager rotation release handle, then

rotate the foot and calf massager back toward the chair until you

hear and feel it lock into place.

3. Without pulling the rotation release handle, gently try to rotate the

foot and calf massager away from the chair again. It should be

locked in place, unable to rotate.

4. Reattempt to retract the foot and calf massager.

IMPORTANT

If the rotation release handle unlocks on its own during use,

thus causing repeated problems deploying or retracting the

foot and calf massager, the rotation release handle cable needs

to be adjusted. See the repair instruction, “Adjusting the

Rotation Release Handle.”

5. If the foot and calf massager still collides with the seat when

retracting, remove the seat cushion and then reinstall it, making

sure that the cushion is positioned all the way back against the

backrest.

The foot and calf massager does not retract the last couple

inches:

Due to space limitations the foot and calf massager extends slightly past

the front of the armrests when fully retracted—this is perfectly normal.

The foot and calf massager will not deploy or retract at all:

1. Pull up on the foot and calf massager rotation release handle, then

rotate the foot and calf massager away from the chair until you hear

and feel it lock into place. The smooth side of the foot and calf

massager is now facing up.

2. Pull up on the foot and calf massager rotation release handle, then

rotate the foot and calf massager back toward the chair until you

hear and feel it lock into place.

3. Without pulling the rotation release handle, gently try to rotate the

foot and calf massager away from the chair again. It should be

locked in place, unable to rotate.

6HT-9500/HT-9500X Troubleshooting Guide

4. Reattempt to retract/deploy the foot and calf massager. If the foot

and calf will still not retract/deploy, replace the chair base.

IMPORTANT

If the rotation release handle unlocks on its own during use,

thus causing repeated problems deploying or retracting the

foot and calf massager, the rotation release handle cable needs

to be adjusted. See the repair instruction, “Adjusting the

Rotation Release Handle.”

The foot and calf massager is not massaging or vibrating:

IMPORTANT

The foot and calf massager must be deployed until it is no

longer touching the floor and locked into position with the

massage wells facing up for the foot and calf massage and

circulation functions to work.

1. Using the remote control (Legs Down button), attempt to fully retract

the foot and calf massager until it beeps twice, and then fully deploy

it until it beeps twice.

2. If the foot and calf massager circulation or massage functions are

still not working, replace the foot and calf massager.

The foot and calf massager hesitates when changing

directions:

This is due to the gears shifting, and is perfectly normal.

The foot and calf massager deploys too slow / at a different

speed than it retracts:

The footrest deployment/retraction speed is designed with your safety in

mind - this is perfectly normal.

The foot and calf massager is bouncy (up/down or

side-to-side) when deploying and retracting.

This is because of the very extensive range of operations (only one in the

world) and is perfectly normal.

HT-9500/HT-9500X Troubleshooting Guide 7

The foot and calf massager sound varies when deploying

and retracting.

This is because of the advanced mechanical system required to support

the very extensive range of operations (only one in the world) and is

perfectly normal.

The foot and calf massager circulate function will not shut

off:

If this occurs, there is a problem with the main control board. Replace the

backrest:

I stood/sat on my foot and calf massager and it broke:

Replace the chair base.

Back Massage

Choose from the following:

Heat

IMPORTANT

The heater heats slowly, taking at least five minutes to warm

up.

1. Press the Heat button on the remote control.

2. Watch the remote control timer until it counts down at least five

minutes.

3. Check the left and right sides of the backrest to determine if either

side feels warm.

4. If either side does not feel warm, replace the backrest.

To Troubleshoot This

Issue: Do the Following:

My Kneading/

Percussion/Compression/

Rolling massage is not

working

Replace the backrest.

My After Work Stretch

(Program 5) is not

working

You must fully recline the backrest after

selecting the Stretch program.

8HT-9500/HT-9500X Troubleshooting Guide

Recline/Incline

The backrest is in the fully upright position but will not

recline

1. Power the chair off and then back on.

2. If the problem still exists, order a replacement Main PCB.

The backrest will not recline or incline

1. Power the chair off and then back on.

2. If the problem still exists, order a replacement actuator.

3. Before installing the new actuator, power off the chair and unplug it.

4. Unplug the old actuator from the corresponding connector and plug

the new actuator into the connector.

5. Use the remote control to test the recline and incline functions. If

the actuator moves in both directions, install the new actuator into

the chair following the instructions that came with the actuator.

6. If this does not solve the problem, there is likely a defective cable

harness in the chair base. Replace the chair base.

The backrest will not recline all the way but will incline

1. Power the chair off and then back on.

2. Test the recline. If it still does not work, tap the safety sensor with

your foot several times to ensure that it is not stuck.

3. If the problem still exists, order a replacement actuator.

4. Before installing the new actuator, power off the chair and unplug it.

5. Unplug the old actuator from the corresponding connector and plug

the new actuator into the connector.

6. Use the remote control to test the recline and incline functions. If

the actuator moves in both directions, install the new actuator into

the chair following the instructions that came with the actuator.

7. If this does not solve the problem, there is likely a defective cable

harness in the chair base. Replace the chair base.

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