TheraTapper™ Customer Service
Care and troubleshooting for TheraTapper™
The beige control box can be cleaned with a damp cloth and mild soap. Do NOT use alcohol on the box, that will erase the printing on it. The pulsers (green thingies) and wires can be cleaned with alcohol or other antiseptic wipes. Be sure no liquid enters the pulsers. Headphones may also be wiped with slightly damp alcohol or other antiseptic wipes. Again, be sure no liquid enters the tiny holes on the earpieces.
When storing the device, coil the wires loosely and return it to the carry case. If you plan to not use it for more than a month, remove the batteries. Otherwise they may leak and corrode the battery contacts.
Rarely does a TheraTapper™ need to be thrown away! If something breaks or doesn’t behave as you think it should, call us! Or, check our troubleshooting page. If there is a problem with the control box, it can probably be repaired. The most common issues are broken switches, and broken or corroded battery clips. For other problems, we can usually address the issue over the phone or by sending you replacement parts, so please call before sending in your TheraTapper™ for repair.
TheraTapper™ Not Working?
In the course of using the TheraTapper™ you may run into some problems. Some of these may be solved as easily as replacing the batteries. The following steps are designed to help you in resolving some of the basic problems. We are also just a phone call away, so do not hesitate to call us if you want help.
When you turn on your TheraTapper™ and it seems to be malfunctioning, the first step is to check the position of the knobs. Some combinations of knob positions will cause some delay before you notice a response from the TheraTapper™. See the picture to the right… Set the knobs so that they are centered. Turn the TheraTapper™ off and on again. Now, make small adjustments to get a feel how the different knobs affect the pulse and pause lengths.
Troubleshoot TheraTapper™ Issues:
Lights are NOT Blinking
The most common reason for the lights not blinking is either loose or run down batteries.
Remove the battery cover and be sure the batteries are firmly seated in the compartment. Sometimes rolling the batteries with your finger will help ensure they are making a good connection.
If that does not help, then try some new batteries. Be sure to use batteries from a sealed package or ones that have been freshly charged, if you are using rechargeable batteries.
The picture below shows how the batteries should be positioned.
If you have put in fresh batteries, positioned them correctly, and tried the on/off switch, and still are not getting any blinking lights, then it’s probably not a battery problem. It could be a broken switch or broken battery contact. Unfortunately, fixing these will require sending the TheraTapper™ back to us for repair.
Lights ARE Blinking
Works fine for a little while, then stops.
When you first turn on your TheraTapper™ everything seems to be working fine. However after a few minutes it starts behaving erratically, stays stuck on on one side or stops altogether. This is usually a sign of low batteries. If the batteries rest for a while, especially overnight, they may recover their charge but then quickly lose power again when they are used. This can be fixed by using new batteries.
Only one side is pulsing
Your client may comment that one side is not vibrating or appears to sometimes miss a beat, even though the lights are going back and forth. This indicates that either a connection has come loose or that the wire is damaged. First check to be sure all the RCA plugs are pushed in firmly into each pulser and that the stereo plug is pushed all the way into the front of the box. If the problem persists then the wire may be damaged. Confirm this by doing the following:
Note the pulser and matching RCA plug that is not working.
Remove the pulser from the RCA plug that is working and set it aside.
Keep the TheraTapper™ turned on.
Remove the pulser from the RCA plug that is not working and attach it to the plug that was working.
Does the pulser work on this plug?
Just to be sure, test both of the pulsers on each of the plugs.
If both pulsers work on one of the RCA plugs and not on the other, then you have verified that the wire is the problem. Please note that the problem may be intermittent, that is, sometimes it will work if the wire is held a certain way and then will stop working if held differently. This is because the wires have broken internally and will make a connection in some positions and not in others.
Sometimes the pulsers don’t stay on the ends of the cables. The RCA plug has a center post with four tabs or prongs surrounding it. (See the picture to the right.) Due to manufacturing differences, or wear, these tabs may not be grabbing onto the jack in the pulser. This can easily be remedied by gently pressing opposite pairs of tabs on the RCA plug toward the center, as indicated by the arrows in the picture. You may not see the tabs move, but test by plugging into the pulser. Repeat this until it fits snuggly again.
You need to replace the wire
It is normal for the wires to wear out with use, which is why we include a spare one with each TheraTapper™ we sell. If you have not already used it, replace the broken wire with the spare and continue using the TheraTapper™.
If you don’t have a spare wire, extra wires can be purchased here.
Rarely, one of the pulsers may stop working. They do contain tiny motors that can wear out or be damaged if dropped. If you determine, after testing both pulsers on both wires, that one of the pulsers does not work on either one of the wires and the other one does, then you probably need to replace the pulser.
Replacement Pulsers can be purchased here. There is a one-year warranty on the pulsers.