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Before calling NewReality for support, please go through this checklist
- Unplug your glasses and headphones
- Remove your SD card
- Charge your machine for 4 hours (minimum). If you just received your PAD and it is not functioning correctly, we recommend you charge it for a full 6 hours before using it.
THEN..
- Plug the glasses into the correct socket and make sure it is plugged in fully
- Plug the headphones into the correct socket and make sure it is plugged in fully
- Pop in the SD card and ensure that it clicks
FOR GLASSES ISSUES
- If your glasses are not functioning properly, unplug them and then plug them back in. Ensure you are plugging them into the correct slot. This slot shows an image of glasses on top of the PAD. Ensure they are fully connected to the PAD. This mean there should not be any space between the connector and the PAD device. If they are not plugged in soundly, the lights will be off.
- If you have questions regarding the brightness or intensity of your glasses, test the brightness side control. It should increase or lower the intensity, depending on which way your turn the dial.
- If you think your lights of your glasses are not working properly during the session, remove them and check. Over time as you listen to sessions on the PAD, your body will become in sync with the blinking and this may prevent you from explicitly seeing the blinking lights. If you can only see one side of lights during your session while your eyes are closed, this is because you have one eye that is stronger to the LEDs. It is very common for persons to have one eye that responds more readily than another.
FOR HEADPHONES ISSUES
- If your headphones are not functioning properly, unplug them and then plug them back in. Ensure you are plugging them into the correct slot. This slot shows an image of a speaker on top of the PAD. Ensure they are fully connected to the PAD. This mean there should not be any space between the connector and the PAD device. If they are not plugged in soundly, the sound will be off.
FOR SD CARD ISSUES
- If your SD card is not functioning properly, or is blank, unplug it and then slide it back in. Make sure you hear the click sound to confirm the card is plugged in completely. Sometimes the card can become loose or slip out of alignment.
- Ensure you are using only the SD card included when your PAD was first purchased. Your PAD will not recognize files encoded for another PAD.
IF YOUR PRODUCT MAY HAVE BEEN DAMAGED
- Please go through the items on this list and ensure their condition before contacting us. If your issue is not resolved, please contact us at 1-877-828-3644 or info@NewReality.com. We appreciate your business.