Human Touch NOVO User manual

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Human Touch Field Service Technician
Troubleshooting Guide
Super Novo
1-28-2020

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Troubleshooting
Be sure to follow this guide step-by-step from beginning to end, without skipping any steps,
to ensure that the chair is thoroughly tested, and that the problem is accurately understood.
This is important because many issues are inter-related. For example, if a chair does not
restore to the upright position when a massage ends you may think it’s a software issue when
in fact it is due to the footrest extension not working (which is required for the restore
process to complete).
Briefly review the following before you begin, so you are aware of the resources available to
you throughout this procedure and the report you are required to complete when finished:
•APPENDIX A: Remote Control on page 23.
•APPENDIX B: Air System Diagrams on page 24.
•APPENDIX C: Footrest Controls on page 29.
•APPENDIX D: Position Controls on page 31.
•APPENDIX E: Main PCB on page 32.
•APPENDIX F: Massage Mechanism on page 34.
•APPENDIX G: Left Arm Control Panel Controls on page 36.
•APPENDIX H: Sound Controls on page 37.
•APPENDIX I: Inspecting Connections on page 39.
•APPENDIX J: Field Test Report on page 40.
Depending on what failures occur during testing, you may need to remove chair parts for
further troubleshooting. Refer to the repair instructions attached to this Guide for information
on removing and reassembling various parts.
Tools that may be needed:
•Phillips-head screwdriver
•Flat-head screwdriver
•Small needle-nosed pliers
•Small wire cutters
•6mm Allen wrench
•Zip ties (4” and 8”)
•WD-40
•Flashlight
•Paper clip (for opening zippers)

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Step 1: Confirm the reported failure with the customer.
This may seem obvious, but customers often have difficulty communicating exactly what is
wrong with their chair to our customer service team, so take the time to discuss the customer’s
problem with them before getting started. Be sure to confirm whether the failure occurs
consistently or intermittently.
Step 2: Perform a hard reset of the chair and check the remote
connection.
A. Make sure the remote is securely plugged into the chair and that the silver connector
ring nut is tight.
B. Turn the power switch to the off position (located on the back of the chair).
C. Unplug the chair from the power source.
D. Wait 30 seconds.
E. Plug in the chair and turn the power switch back on.
F. Press the ON/OFF button on the remote to turn it on.
G. If the customer reported that the failure happens consistently:
1. Confirm whether the failure remains.
2. If the failure cannot be duplicated after the hard reset, note this in your report
but proceed with the following steps to thoroughly test the chair.
Step 3: Run the Tech Screen 2 tests
The chair has two non-customer-accessible screens we call Tech Screen 1 and Tech Screen 2.
You can test various chair functions from Tech Screen 2.
Access Tech Screen 2
A. Power off the chair at the power switch.
B. While pressing and holding the remote UP navigation button, power the chair back on.
Tech Screen 1 displays (sample only).

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Press the remote MENU (A) and AUTO (B) buttons simultaneously.
.
Tech Screen 2 displays.

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Run the Tests
While sitting in the chair (with shoes removed), complete each of the tests indicated below
using the directional UP, DOWN, LEFT, RIGHT and the center SELECT buttons on the remote.
Ignore any items on the screen not mentioned in the test procedure. Press the remote MENU
button to exit each test (except where noted otherwise).
When testing limit switches for any given function:
•Confirm that when the function is at its end limit, the switch displays ON.
•Confirm that when the function moves away from its end limit, the switch displays OFF.
As you proceed through the tests, note the result of each test on the Field Test Report form;
you will need to have the results handy to refer to later in this procedure.
Code
Test
Instructions
00
Slide Motor Test
(fore/aft slide)
1. Press UP to slide the chair all the way forward to test the
front limit switch.
2. Press DOWN to slide the chair all the way backward to
test the rear limit switch.
01
Backpad Motor Test
(recline motor)
1. Press DOWN to recline all the way backward to test the
rear limit switch (Back Down).
2. Press UP to incline the chair all the way upward to test the
forward limit switch (Back Up).
02
Legpad Motor Test
(footrest lift/lower
motor)
1. Press UP to lift the footrest all the way upward to test the
upper limit switch (Leg Up).
2. Press DOWN to lower the footrest all the way downward
to test the lower limit switch (Leg Down).
3. Press UP to lift the footrest all the way upward to prepare
for the next test.
03
Leg Flex Motor Test
(foot and calf
extension motors)
1. Press UP to extend the foot massage arms all the way out
to test the outer limit switch (Flex Out). The calf massage
arms move all the way up.
2. Press DOWN to retract the foot massage arms all the way
in to test the inner limit switch (Flex In). The calf massage
arms move all the way down.
3. Push your feet firmly against the bottom of the foot
massage wells, then confirm that the text “Have Not Foot”
changes to “Have Foot.”
04
Knead Motor Test
1. Press UP and DOWN to increase/decrease kneading speed
from 1 to 6 and then 6 to 1; confirm that the robot speed
changes accordingly.

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2. Press LEFT and RIGHT to reverse kneading direction;
confirm that the direction changes accordingly.
3. Confirm that the “Kneading Position” setting is alternating
1-2-3-1-2-3 etc.
05
Knock Motor Test
(percussion motor)
1. Press UP and DOWN to increase/decrease percussion
speed from 1 to 6 and then 6 to 1; confirm that the robot
speed changes accordingly.
06
Foot Roller Motor
Test
(underfoot rollers)
1. Press UP and DOWN to increase/decrease underfoot
roller speed from 1 to 3 and then 3 to 1; confirm that the
robot speed changes accordingly.
2. Press LEFT and RIGHT to reverse the roller direction;
confirm that the direction changes accordingly.
07
Walk Motor Test
(rolling motor)
1. First Select Test 17 (3D Motor), then press UP to extend
the 3D motor outward in the backrest as far as it will go
(the rolling motor cannot reach its upper limit otherwise).
2. Exit Test 17, then select Test 07 Walk Motor Test.
3. Press DOWN to run the massage mechanism all the way
to the bottom of the track to test the lower limit switch
(Walk Down).
4. Press UP to run the massage mechanism all the way to the
top of the track to test the upper limit switch (Walk Up).
5. Move the mechanism several inches down the backrest to
prepare for Test 17 3D Motor Test.
08
Waist Heat Test
1. Press the SELECT button on the remote three times to
turn the backrest and calf heat on.The screen displays
“ON3.”
2. Wait 30 seconds then confirm that you can feel heat in
both areas.
09
Airbag Test –
Super Novo
Press UP and DOWN to inflate the air cells one by one:
1. Upper calf L/R
2. Not active
3. Back calf L/R
4. Lower calf L/R
5. Right side foot L/R
6. Left side foot L/R
7. Achilles heel L/R
8. Not active
9. Right arm
10. Right shoulder
11. Not active

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12. Not active
13. Right wrist
14. Right hand
15. Right back
16. Right waist
17. Left back
18. Left waist
19. Right hip
20. Left hip
21. Left hand
22. Left wrist
23. Left arm
24. Left shoulder
10
Do not run this test.
11
Do not run this test.
12
Do not run this test. If you accidentally select this test, power the chair off at the
power switch, then follow the steps on page 3 to return to Tech Screen 2.
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Do not run this test. If you accidentally select this test, power the chair off at the
power switch, then follow the steps on page 3 to return to Tech Screen 2.
14
Do not run this test.
15
Do not run this test. If you accidentally run this test the chair will begin performing
all functions simultaneously and may represent a safety hazard!
16
Accumulation test
view.
Indicates how long the chair has been in use; note in your
report.
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3D motor
1. Make sure the massage mechanism is not at the top of the
backrest.
2. Press UP to move the massage mechanism outward in the
backrest to test the forward limit switch (Front Switch).
3. Press DOWN to move the massage mechanism inward in
the backrest to test the rear limit switch (Back Switch).
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Do not run this test.
Press the remote ON/OFF button to exit Tech Screen 2.
Press the remote ON/OFF button again to display the MAIN MENU.

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Step 4: Perform a hard reset of the chair
A. Press the remote ON/OFF button, then select RESTORE.
B. As the chair moves backward to the home position, listen for any squeaking from the
rollers on the bottom of the foot/calf massager. If they squeak:
1. Lift the foot/calf massager (ideally prop it up on something stable).
2. Place a rag beneath the wheels to protect the customer’s floor.
3. Apply a small amount of oil to each wheel shaft.
4. Slide each wheel back and forth to lubricate.
5. Wipe off any excess grease that could drip.
C. Once the chair has reached the home position and stopped moving, turn the power
switch to off, then unplug the chair from the power source.
D. Wait 30 seconds.
E. Plug in the chair and power it back on.
Step 5: Test the footrest actuators.
A. Use the remote LEGS buttons to move the foot/calf massager all the way up and then all
the way down. The foot/calf massager automatically extends/retracts to measure the
length of your legs (this only occurs the first time you do this).
1. If the foot/calf massager will not raise/lower, and the result of Tech Screen 2 test
02 was FAIL, request a footrest actuator and main PCB.
2. If the foot/calf massager will not raise/lower, and the result of Tech Screen 2 test
02 was PASS, request a main PCB.
3. If the foot/calf massager makes a squeaking noise when raised/lowered request
a footrest actuator/wheel/bracket assembly.
B. Raise the foot/calf massager off the floor, then use the remote EXTENSION buttons to
extend the foot/calf massager all the way out and then all the way in.
1. If the foot/calf massager will not extend or hesitates/freezes while extending:
a. Lift the foot/calf massager, then inspect the foot/calf massager harness
connection to the bulkhead:
i. If there is damage to the connection on the foot/calf massager
side, request a foot/calf massager.
ii. If there is damage to the connection on the bulkhead side,
request a bulkhead cable.
b. If the problem remains, replace the foot/calf massager and main PCB.
2. If the foot/calf massager makes a thumping noise when extending or retracting,
request a foot/calf massager.

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Step 6: Test the backrest actuator.
A. Use the remote BACK buttons to recline the chair all the way and then incline the chair
all the way. The foot/calf massager automatically extends/retracts to measure the
length of your legs (this only occurs the first time you do this).
1. If the chair will not recline, and the result of Tech Screen 2 test 01 was FAIL:
a. Make sure the rear plastic shroud is not stuck downward (depressing the
safety sensor, which will not allow the chair to recline); it should bounce
up and down approximately an inch. If it is stuck, tap it gently with your
foot to release it.
b. Remove the rear plastic shroud, then make sure the connector on the
inside of the shroud is connected to the corresponding connector from
the safety sensor.
c. Test the recline function with the shroud removed.
d. If the problem remains, request a main PCB, backrest actuator, and
backrest actuator harness to main PCB.
2. If the chair will not recline, and the result of Tech Screen 2 test 01 was PASS,
request a main PCB. If the problem remains after the main PCB has been
replaced, request a remote.
3. If the chair makes a screeching or grinding noise when it reclines (that was not
heard when testing the footrest by itself):
a. Remove the side panels and lubricate the pivot hinge using WD-40.
b. If the problem remains, request a backrest actuator.
4. If the chair makes a popping noise when inclining:
a. Remove the upper and lower plastic cover located behind the foot/calf
massager and then recline/incline the chair again. If removing the covers
resolves the problem and you can see any deformation in one of the
covers, replace the deformed cover. If the covers look normal, reinstall
them with the panels pushed as far to the right as the screw holes will
allow.
b. If the problem remains, remove the two side panels. Recline and incline
the chair and check for conflict between plastic parts on the sides. If
there is a conflict, send photos to HT Customer Experience for
Engineering resolution.
c. If the problem remains, remove the rear plastic shroud and ensure that
the plastic PCB cover is properly installed on the rear edge, with the two
tabs inserted into the two slots on the cover (otherwise the PCB cover
may conflict with the rear plastic shroud).

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Step 7: Turn on the heat.
A. Select the remote or left armrest HEAT button to turn the left/right lumbar and calf heat
on.
B. No need to wait for the chair to heat up, we will check it later.
Step 8: Test the massage mechanism.
A. On the remote’s main menu, select MANUAL, then select KNEADING. The height
selection screen displays.
B. Select a height. The massage mechanism’s four rollers should knead your back in a
small circular motion and roll down your back.
1. If kneading did not start and the result of Tech Screen test 04 was FAIL, request a
massage mechanism and main PCB.
2. If kneading does not start and the result of Tech Screen test 04 was PASS,
request a main PCB.
C. While Kneading is running (if Kneading is not working skip this test), on the MANUAL
menu select SPEED, then adjust the speed from slowest (1) to fastest (5).
1. If the kneading speed will not adjust and the result of Tech Screen test 04 was
FAIL, request a massage mechanism and main PCB.
2. If kneading does not start and the result of Tech Screen test 04 was PASS,
request a main PCB.
D. While Kneading is running (if Kneading is not working skip this test), on the MANUAL
menu select FOCUS, then select each of the following one by one:
1. FULL (should roll up and down your full back)
2. ZONE
i. SHORT (about 3”)
ii. MEDIUM (about 6”)
3. LONG (about 9”)
4. SPOT (stays in one place)
If the massage mechanism focus settings do not work, request a main PCB.
E. On the MANUAL, MODE menu, select PERCUSSION. The massage mechanism should
make rapid tapping strokes and roll down your back.
1. If percussion did not start and the result of Tech Screen test 05 was FAIL, request
a massage mechanism and main PCB.
2. If percussion does not start and the result of Tech Screen test 05 was PASS,
request a main PCB.
F. On the MANUAL, MODE menu, select SHIATSU. The massage mechanism should roll up
and down your back.
1. If the massage mech did not start rolling and the result of Tech Screen test 07
was FAIL, request a massage mechanism and main PCB.

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2. If massage mech did not start rolling and the result of Tech Screen test 07 was
PASS, request a main PCB.
G. While Shiatsu is running (if Shiatsu is not working, skip this test), on the MANUAL menu,
select WIDTH, then adjust the width from WIDE to MEDIUM to NARROW. Confirm that
the massage mechanism roller horizontal span adjusts accordingly.
1. If the width does not adjust, request a main PCB.
H. Confirm that the human figure massage location on the status screen approximately
indicates the massage mechanism location on your back; if the main status screen is not
already displayed, showing the areas currently being massaged, press the MENU button
until the status screen displays.
1. If the massage mechanism location and the location displayed are out of sync,
request a main PCB and massage mechanism.
I. With any massage mode running:
1. From the MAIN MENU select SETTINGS to display the settings menu.
2. Select INTENSITY, then adjust the intensity from HIGH to LOW to confirm that
the 3D motor is working.
3. If the intensity does not adjust and the result of Tech Screen 2 Test 17 was FAIL,
request a massage mechanism and main PCB.
4. If the intensity does not adjust and the result of Tech Screen 2 Test 17 was PASS,
request a main PCB.
J. If during any of the massage mechanism tests the massage mechanism makes a
consistent unusual noise, request a massage mechanism.
K. On the remote, press the ON/OFF button, then press STOP to stop the massage
mechanism.
Step 9: Test the backrest air system.
A. From the MAIN MENU, select CLOUD TCH to display the CLOUD TCH, FOCUS menu.
B. Select ARM&SHOULDER.
C. Confirm that the shoulder air bags activate, as well as air bags in the wrist, hand and
arm.
D. From the CLOUD TCH menu, select ARM&SHOULDER again to turn those air bags off,
then select BACK & WAIST.
E. Confirm that the back and waist air bags activate.
F. From the CLOUD TCH menu, select BACK & WAIST again to turn those air bags off, then
select HIP.
G. Confirm that the air bags along the side of your hips activate.
H. From the CLOUD TCH menu, select HIP again to turn those air bags off, then select LEG
& FOOT.

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I. Confirm that air bags in the calf portion of the footrest and in the foot portion of the
foot/calf massager activate.
J. If none of the Cloud Touch air massage areas is working, request a main PCB.
If the ARM&SHOULDER, BACK&WAIST, and HIP air are ALL not working on BOTH
SIDES:
A. If the air bags did not inflate during Tech Screen 2 Test 09:
1. Open the rear shroud and make sure the hose from the backrest (right-hand) air
pump is not pinched behind the PCB cover. If it is:
a. Remove the PCB cover.
b. Position the hose properly in the notch in the back of the cover.
c. Replace the PCB cover, making sure the hose stays in the notch.
d. Replace the rear shroud.
2. If the problem remains, determine if the backrest (right-hand) air pump is
working by removing the hose from the outflow to check for air.
a. If the air pump is working, request a main PCB.
b. If the air pump is not working, disconnect the cable from the left-hand air
pump, disconnect the cable from the right-hand air pump, then plug the
cable from the left-hand air pump into the right-hand air pump.
i. If the right-hand air pump is now pumping air out of the outflow,
request a main PCB.
ii. If the right-hand air pump is still not pumping air out of the
outflow, request a backrest air pump.
iii. Return the two cables to their original locations.
B. If the air bags inflated during Tech Screen 2 Test 09, request a main PCB.
If the ARM&SHOULDER, BACK&WAIST air are ALL not working on ONE SIDE:
A. If the air bags did not inflate during Tech Screen 2 Test 09:
1. Remove the side panel.
2. Inspect the air valve bank harness connection to the air valve bank.
a. If there is damage on the air valve bank side, request an air valve bank.
b. If there is damage on the harness side, request an air valve bank harness.
3. Remove the rear shroud and PCB cover.
4. Inspect the air valve bank harness connection to the main PCB (CN3 – left; CN30
– right).
a. If there is damage on the harness side, request the air valve bank
harness.
b. If there is damage on the main PCB, request a main PCB.
5. Remove the inlet hose from the air valve bank to confirm that there is air
flowing.

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a. If there is air flowing, request a side air valve bank and main PCB.
b. If there is no air flowing, follow the hose from the air valve bank to the
backrest (right-hand) air pump, locate the kink and repair it.
c. Remove the old zip tie from the air bank hose, reinstall the hose onto the air
valve bank, then secure it using a new zip tie.
B. If the air bags inflated during Tech Screen 2 Test 09, request a main PCB.
If the ARM or SHOULDER air is not working on ONE side:
A. If the air bag did not inflate during Tech Screen 2 Test 09:
1. Remove the side panel on the side that is not working and confirm that each
hose is securely connected to the fitting at each end.
2. Remove the hose that corresponds to the air bag that is not inflating, blow into
it, and confirm whether the air bag inflates; if it does not, request a side panel.
3. Inspect the air valve bank harness connection to the air valve bank.
a. If there is damage on the air valve bank side, request an air valve bank.
b. If there is damage on the harness side, request an air valve bank harness.
4. Remove the rear shroud and PCB cover.
5. Inspect the air valve bank harness connection to the main PCB.
a. If there is damage on the harness side, request an air valve bank harness.
b. If there is damage on the main PCB, request a main PCB.
B. If the air bag did inflate during Tech Screen 2 Test 09, replace the main PCB.
If the ARM or SHOULDER air bags are suspected of leaking:
A. Remove the side panel on the side that is suspected of leaking.
B. Remove the hose that corresponds to the air bag that is suspected of leaking, blow into
it, close the hose with your finger, then press downward on the air bag to confirm that it
deflates (is leaking).
C. Request the side panel.
If the BACK & WAIST air is not working on one side:
A. If the air bags did not inflate during Tech Screen 2 Test 09:
1. Remove the side panel on the side that is not working, disconnect the hose the
corresponds to the air bladder that is not inflating, and blow into the hose to
ensure that there is no obstruction to the air bladder.
a) If the air bag does not inflate, request a backrest pad.
b) If the air bag does inflate, inspect the air valve bank harness connection
to the air valve bank.
i. If there is damage on the air valve bank side, request an air valve
bank.

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ii. If there is damage on the harness side, request an air valve bank
harness.
2. Remove the rear shroud and main PCB cover.
3. Inspect the air valve bank harness connection to the main PCB.
a) If there is damage on the harness side, request an air valve bank harness.
b) If there is damage on the main PCB, request a main PCB.
4. Request a side air valve bank and main PCB.
B. If the air bags inflated during Tech Screen 2 Test 09, request a main PCB.
If the BACK or WAIST air bags are suspected of leaking:
A. Remove the side panel on the side that is suspected of leaking.
B. Remove the hose that corresponds to the air bag that is suspected of leaking, blow into
it, close the hose with your finger, then press downward on the air bag to confirm that it
deflates (is leaking).
C. Request a backrest pad.
If the HIP air is not working on BOTH SIDES:
A. If the air bags did not inflate during Tech Screen 2 Test 09:
1. Remove the rear shroud and PCB cover.
2. Remove the hose from the backrest (right-hand) air pump to the hip air valve
bank inlet to make sure air is flowing out of the hose.
a. If there is air, replace the hip air valve bank.
b. If there is no air, there must be an obstruction in the hose; clear the
obstruction.
3. Inspect the main PCB/hip air valve bank harness connection to the hip air valve
bank.
a. If there is damage on the air valve bank side, request an air valve bank.
b. If there is damage on the harness side, request a main PCB/hip air valve
bank harness.
4. Inspect the main PCB/hip air valve bank harness connection CN32 on the main
PCB.
a. If there is damage on the harness side, request a main PCB/hip air valve
bank harness.
b. If there is damage on the main PCB side, request a main PCB.
5. Test the hip air again.
6. If the problem remains, replace the hip air valve bank and main PCB.
B. If the air bags inflated during Tech Screen 2 Test 09, request a main PCB.

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If the HIP air is not working on one side:
A. If the air bag did not inflate during Tech Screen 2 Test 09:
1. Disconnect the hip air hose from the side of the backrest pad and confirm
whether there is air flowing from it.
a. If there is not air flowing from it:
i. Remove the rear shroud and PCB cover.
ii. Confirm that the hose that distributes air from the hip air valve
bank to the hip air bag is attached.
iii. If the hose is attached, there must be a kink in the hose; follow it
from end to end to locate and repair the kink.
b. If there is air flowing from it:
i. Open the outer and inner zippers that secure the front and sides
of the seat cushion to the chair.
ii. Flip the seat cushion up, then open the zipper on the bottom of
the seat cushion.
iii. Pull the foam away from the top of the seat cushion to expose the
black air hose; make sure the hose from the side panel is securely
installed on the white fitting and that there are no kinks in the
hose.
iv. Pull the air bladder layers outward to ensure that all the layers are
flat; flatten any folds.
v. Reinsert the air bladders and foam into the seat cushion as they
were previously and close all three zippers.
2. If the problem remains, remove the rear shroud and PCB cover.
3. Inspect the main PCB/hip air valve bank harness connection to the hip air valve
bank.
a. If there is damage on the air valve bank side, request an air valve bank.
b. If there is damage on the harness side, request a main PCB/hip air valve
bank harness.
4. Inspect the main PCB/hip air valve bank harness connection CN32 on the main
PCB.
a. If there is damage on the harness side, request a main PCB/hip air valve
bank harness.
b. If there is damage on the main PCB side, request a main PCB.
5. Request the hip air valve bank and main PCB.
B. If the air bags inflated during Tech Screen 2 Test 09, request a main PCB.

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If the HIP air bags are suspected of leaking:
A. Remove the side panel on the side that is suspected of leaking.
B. Remove the hose that corresponds to the air bag that is suspected of leaking, blow into
it, close the hose with your finger, then press downward on the air bag to confirm that it
deflates (is leaking).
C. Request the backrest pad.
If you hear a noise other than a soft humming while testing the air system:
If the above test produces any noise other than a soft humming, remove the rear plastic shroud
and plastic PCB cover and ensure that the backrest (right-hand) air pump is tightly secured to
the base. If it is, request a backrest air pump.
If the foot/calf massager air is not inflating AT ALL:
A. If the foot/calf massager air is not working AT ALL and the air bags did not inflate during
Tech Screen 2 Test 09, raise the foot/calf massager and disconnect the air hose to
determine if air is flowing from the fitting in the bulkhead.
1. If there is air flowing:
a. Inspect the bulkhead connection.
i. If there is damage on the harness side, request a foot/calf
massager.
ii. If there is damage on the bulkhead side, request a bulkhead
harness.
b. Open the Velcro that secures the canvas sock around the cable harness
and inspect the hose for kinks.
c. Remove the rear shroud and PCB cover, then inspect the two harness
connections to the main PCB (one is CN19, the other is not numbered).
i. If there is damage on the harness side, request a large bulkhead
harness.
ii. If there is damage on the main PCB side, request a main PCB.
d. If the problem remains, request a foot/calf massager and main PCB.
2. If there is no air flowing:
a. Remove the rear shroud and PCB cover.
b. Pull the Air Out hose off the footrest (left-hand) air pump to determine
whether air is coming out of the air pump.
c. If air is coming out of the air pump there must be a kink in the hose that
connects the pump to the fitting (located on the bulkhead behind the
foot/calf massager). Follow the hose from the air pump through the
chair from the back to the fitting and repair the kink.

17
e. If air is not coming out of the air pump, remove connectors CN3 and
CN30 from the main PCB, switch the cables, then plug them back into the
opposite connector.
i. If the problem remains, request a footrest air pump.
ii. If there is now air flowing, request a main PCB.
iii. Switch the connectors back to their original location.
B. If the air bags all inflated during Tech Screen 2 Test 09, request a main PCB.
If the foot/calf massager will not inflate or deflate in ONE AREA only:
A. If the air bags inflated during Tech Screen 2 Test 09, request a main PCB.
B. There is likely a kink in a hose inside the foot/calf massager or a defect in the air
distribution valve inside the foot/calf massager. Request a foot/calf massager.
If the foot/calf massager air will not deflate AT ALL:
A. Power off the chair, wait for 30 seconds, and observe whether the air bags deflate.
B. If the air bags deflate, request a main PCB.
C. If the air bags do not deflate, request a foot/calf massager.
If you hear a noise other than a soft humming while testing the air system:
If the above test produces any noise other than a soft humming, remove the rear plastic shroud
and plastic PCB cover and ensure that the footrest (left-hand) air pump is tightly secured to the
base. If it is, request a footrest air pump.
If the foot/calf massager air bags are suspected of leaking:
A. Request a foot/calf massager.
Step 10: Test the underfoot rollers and foot sensors.
A. Place your feet into the foot/calf massage wells, with your heels pressed against the
bottom of the massage wells (there are sensors in both the heels and the toes).
B. From the remote main menu, select AUTO, then select any auto program.
C. Confirm whether shortly after the massage begins, the foot/calf massager extends/
retracts to measure your leg length.
D. If the foot portion of the foot/calf massager does not extend/retract, or
hesitates/freezes intermittently, request a foot/calf massager and main PCB.
E. Confirm that the rollers on the underside of your feet are moving.
F. If the underfoot rollers are not moving:
1. Lift the foot/calf massager and disconnect the connector.
2. Inspect the connection for damage.
a. If there is damage on the harness side, request a foot/calf massager.
b. If there is damage on the bulkhead side, request a bulkhead harness.

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3. If the problem remains, request a foot/calf massager and main PCB.
Step 11: Check the heat.
A. Confirm that both the backrest and calf area heat is working.
B. If the backrest heat is not working, and the result of Tech Screen 2 Test 08 was FAIL,
request a main PCB.
C. If the backrest heat is not working, and the result of Tech Screen 2 Test 08 was PASS,
request a backrest pad.
D. If the calf heat is not working, and the result of Tech Screen 2 Test 08 was FAIL, request
a main PCB.
E. If the calf heat is not working, and the result of Tech Screen 2 Test 08 was PASS, request
a foot/calf massager.
Step 12: Test the sound system.
A. From the remote’s main menu, select SETTINGS, then select BLUETOOTH, and make
sure Bluetooth is set to ON.
B. Press the MENU button to return to the main menu, then select SOUND SOOTHE to
display the SOUND SOOTHE menu.
C. Select any nature sound, make sure the volume is turned up, and confirm that the
sound plays through the speakers.
1. If there is no sound:
a. If the chair serial number is lower than RT2619xxxx, remove the back
cover and confirm that the speaker wires are connected.
b. If the chair serial number is RT2619xxxx or higher, remove the side panels
and confirm that the speaker wires are connected.
c. If the problem remains, remove the rear shroud and the PCB cover.
d. Inspect the CN1 and CN2 connections on the sound PCB.
e. If there is damage to the speaker wire side, request a speaker harness.
f. If there is damage to the sound PCB side, request a sound PCB.
g. Remove and reseat the Micro SD card in the sound PCB by pressing in on
the card to release it then pressing it back in to lock it; make sure the
card stays fully inserted into the receptacle.
h. If the problem remains, request a sound PCB.
2. If there is sound from one speaker only:
a. If the chair serial number is lower than RT2619xxxx:
i. Remove the backrest cover and confirm that the speaker harness
is connected to the upper backrest assembly.
ii. Inspect the harness connection.
a. If there is damage to the upper backrest assembly side,
request an upper backrest assembly.

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b. If there is damage to the speaker harness side, request a
V1 speaker harness.
iii. On the side of the chair, inspect the speaker harness connection
near the speaker itself.
a. If there is damage to the speaker side, request a side
panel.
b. If there is damage to the speaker harness side, request an
upper backrest assembly.
b. If the chair serial number is RT2619xxxx or higher:
i. Remove the side panel and confirm that the speaker harness is
connected to the side panel.
ii. Inspect the harness connection.
a. If there is damage to the side panel side, request a side
panel.
b. If there is damage to the speaker harness side, request a
V2 speaker harness.
c. If the problem remains, remove the rear shroud and the PCB cover.
d. Inspect the speaker harness connector to the sound PCB (CN2 (left) or
CN1 (right)).
i. If there is damage to the harness side:
a. If the chair serial number is lower than RT2619xxxx,
request a V1 speaker harness.
b. If the chair serial number is RT2619xxxx or higher, request
a V2 speaker harness.
ii. If there is damage to the sound PCB side, request a sound PCB.
e. Disconnect the CN1 and CN2 connections on the sound PCB, reverse
them, then reconnect them to the opposite connectors.
i. If the suspected defective speaker now has sound, request a
sound PCB.
ii. If the problem remains, request a side panel for the defective
side.
iii. Disconnect both speaker harnesses, reverse them, then reconnect
them to their original connectors on the sound PCB.
D. If the speakers are making a static sound:
1. Request a sound PCB.
2. If the sound PCB does not resolve the problem, request a side panel for the
defective side.
NOTE: If the customer reports static while using their phone as a music source but the
speakers have no static during this test, then the issue is with the customer’s phone; the
customer should seek support from their phone provider.

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Step 13: Test the restore sequence.
A. Press the ON/OFF button on the remote, then select POWER OFF, then RESTORE.
B. Confirm that the following occur:
1. The backrest returns to the upright position.
2. The massage mechanism moves to the top of the backrest.
3. The footrest returns to the lowest position.
4. The chair slides backward to the home position.
5. The remote displays “Restoring…” while the chair restores then powers off.
C. If the backrest or footrest portion of the restore sequence does not complete:
1. Perform a hard reset (See Step 2: Perform a Hard Reset on page 2).
2. If the problem remains, perform another hard reset.
3. If the problem remains, and there were no other chair failures, request a main
PCB.
D. If the chair does not slide backward to the home position:
1. If the result of Tech Screen 2 Test 00 was FAIL, request a main PCB and slide
actuator.
2. If the result of Tech Screen 2 Test 00 was PASS, request a main PCB.
E. Verify that the chair is set to auto restore after a program ends:
1. Power off the chair at the power switch.
2. While pressing and holding the UP navigation button, power on the chair. The
Tech Screen 1 displays.
3. Verify that the RESET AFTER RUN setting is set to ON.
4. If it is not, press the LEFT navigation button to toggle the setting to ON.
5. Press the remote ON/OFF button to exit the Tech screen.
Step 14: Test the stretch function
A. From the MAIN MENU, select AUTO, select YOGA STUDIO, then select STRETCH.
B. A few minutes into the program, the foot/calf massager should hold your feet and then
lower itself to stretch your legs while the massage mechanism extends outward to
stretch your back.
1. If the stretch function does not occur, request a main PCB.
C. From the MAIN MENU, select SETTINGS, select STRETCH, then select OUT to change the
stretch mode from DOWN to OUT.
D. Repeat steps A and B to test the outward stretch function.
1. If the stretch function does not occur, request a main PCB.