Photizo troubleshooting guide
For Photizo Pain Relief, Sport, Skincare, Blush, Vetcare & Silent Vetcare
Experiencing issues with your Photizo unit? Whether in or out of warranty, the starting point is to read through and follow this Troubleshooting Guide
Photizo beeps twice and doesn’t switch on
This will happen when the device has run out charge. Simply charge the device ensuring you use the Photizo branded charger to recharge the battery.
Are you using the Photizo branded charger?
It is vitally important to use the correct Photizo branded charger originally supplied with your Photizo Home Care device.
If your Photizo charger gets broken or lost, do not use any charger with a DC jack plug that fits your Photizo. Many chargers have different voltage to the Photizo device. Other types of electrical appliance chargers will not charge the battery properly or could damage the internal circuitry. Read more here.
Only purchase a replacement Photizo branded charger from our website or from an Authorised Photizo Reseller.
Images below show examples of the correct chargers with Photizo logo.
For more information about the electrical input/output required, please refer to your user manual provided with your Photizo device.
Example of New Style Charger
Old Style Charger
Photizo device isn’t charging or green indicator light not working
Ensure the charger cable is fully connected to the device, with mains plug switched on
Ensure you are using the Photizo branded charger provided with the device (see above)
Using an incorrect charger will result in lack of charge and potentially cause internal damage to the device invalidating the warranty (all Photizo chargers will have the Photizo logo on the pin side of the plug)
Using the wrong charger with Photizo may activate the green indicator and the LEDs will work when plugged into mains power but the battery will not charge properly
The Photizo battery or charger could be faulty or have suffered wear and tear
Green indicator light
The green indicator light is located next to the button, and it flashes whilst the unit is charging. It stops flashing once the unit has been fully charged and remains that way until the unit is unplugged. When using the device the green indicator light will be on (not flashing) to indicate it is busy with a cycle. The green indicator light is has no influence on the efficacy of the device.
The two large LEDs in the middle don’t seem to be working
The wavelength of the LEDs lies within the invisible range and cannot be seen by the naked eye. To confirm if the LEDs are functioning view it through your mobile phone camera. (Certain mobile phones will not be able to see infrared wavelengths due to inbuilt filters, such as most models of iPhone)
The LEDs appear to get brighter during the dose
The brightness of the LEDs will increase after the first third of the dose, which is entirely normal, because this is when the dose changes from pulsed light to continuous light
The lens of the Photizo gets quite warm after continuous use
The type of LEDs in Photizo will get warm when applying repetitive doses in one treatment session. The warmth will not affect the efficacy of the dose. If using on a large breed/animal and several different body areas need several applications on each, it might be advisable to give the unit a rest between treating the separate areas of the body, so the lens and LEDs can cool down.
The lens of the Photizo is quite scratched
Faint small scratches will not affect the efficacy of the Photizo. If the lens is very scratched or even cloudy (some chemicals, such as flea treatments, can cause a deterioration of the lens material), this will reduce the intensity of the light, so we advise you purchase a replacement lens which is available from Danetre Health Products Online Shop.
The LEDs switch off before the full dose has finished
It is possible to stop the dose by holding the ON/OFF button, which is a feature built into the software program. Most applications will require a full dose, so make sure you are not holding the ON/OFF button while the dose is being applied.
Photizo is giving a low number of doses
A new Photizo device should provide one hour and 30 minutes of continuous use.
This equates to approximately:
Pain Relief 130 doses x 41 seconds per dose
Sport/Vetcare 170 doses x 31 seconds per dose
Skincare/Blush 330 doses x 16 seconds per dose
Please take note of the following which affects performance of the battery:
Battery capacity will naturally be lost over time depending on how many times the batteries have been recharged. Expected charge life can be 500-1,000 charge cycles depending on the care of your device. If out of warranty, the battery can be replaced by our authorised service centre and there will be a cost.
The loss of battery capacity can be accelerated by overcharging (eg. leaving the device plugged in with charger after the battery is fully charged). Make sure to disconnect from the mains after charging is completed (the green indicator light stops flashing).
Leaving the unit in a vehicle overnight when temperature is very cold is likely to also deplete the available charge in the battery. If flat, charge up in the normal way with the correct Photizo charger.
The most common reason for units being returned is due to low doses from the battery, but often this has been due to the incorrect charger being used or not charging the battery fully/correctly.
Battery test to be carried out before return
Before reporting your Photizo device as faulty due to low doses, you must test and confirm the actual number of doses you get from a full charge. Make sure you fully charge your unit and accurately count and log the number of doses you get until the battery goes completely flat. You will be required to confirm the number of doses.
Reporting faults when your unit is under warranty
The Photizo Units have a 24-month warranty from date of purchase. (The batteries have a 12 month warranty from date of purchase).
If your unit is still under warranty and you experience a fault, the first thing to do is read through the Troubleshooting Guide, above. If this does not solve the issue, or if you have an issue such as those listed below, then please contact us directly to report the issue and we will advise you on the course of action.
Photizo battery is charged correctly, beeps when ON/OFF button is pressed, green indicator light turns on and beeps when dose is finished but no LEDs turn on
Unit beeps multiple times when plugged in with charger
Your unit is definitely not charging after completing all checks in the section above
If your unit is providing less doses than expected from a full charge (see above for doses expected per model) and is still in the warranty period (please make sure you have completed the battery test above first)
If your unit has been immersed in water by accident, do not press the ON/OFF button or plug into the mains with the charger - this will cause a hazard and irreversible damage inside the Photizo
Please note if your unit is returned and is found to be fully functional, you will be charged for the inspection fee, even if your unit is within the warranty period. The inspection fee is £35 + VAT plus delivery (£10 + VAT).
Out of Warranty Repairs and Servicing
Firstly ensure you have ensure all appropriate checks of the troubleshooting guide above have been fully carried out before contacting our authorised service centre.
Authorised Service Centre: Trimbio Ltd. Email serviceadmin@trimbio.co.uk or call 01403 597597 to explain the issue, get an estimate and to book in the repair. The Service Centre will issue you with a RTN number. You will need to write the RTN number on/in the box when you return the unit. Not including the RTN number will cause a delay in getting the item repaired.
If you are unsure of how to proceed, please get in touch.
Returns Policy our full Returns Policy can be found here.