Human Touch acuTouch 9500 User manual

troubleshooting guide
acuTouch®9500 9500x

©2013 Human Touch, LLC. All rights reserved.
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.