Simple setup and troubleshooting for your TinniSoothe device.
Quick Start Guide &
Trouble-shooting
Most issues can be resolved by following the steps below. Start with the video, then use the troubleshooting sections to check charging, sound, setup and docking.
Set Up Your Device In Five Minutes
Watch this Quick Start Video from our founder Howard.
Important Safety Notice
Do not allow sweat or any liquid to enter the module or docking cradle. If the device becomes warm at any point while charging, turn the power off and notify support@tinnisoothe.com
Take care while inserting the module into the docking cradle. Do not use excess force or twist the module when aligning the male/female USB connection. Only charge the TinniSoothe module in the docking cradle, with the USB cable supplied. Do not charge the wearable module directly with a USB cable.
Do not use damaged, incorrect or incompatible cables as this can damage the USB-C port and lead to short circuit and potential overheating. If the device becomes warm at any point while charging, turn the power off and notify support@tinnisoothe.com
Troubleshooting
Most common TinniSoothe issues can be resolved by resetting the module. We recommend trying this first before working through the troubleshooting FAQs below. If in any doubt, email support@tinnisoothe.com and we will be happy to help.
Factory reset the wearable module first:
Make sure the module has some charge but is powered off.
To be sure, place the module in the docking cradle and press the middle button on the dock so that the LED light is red.
Remove the muted module from the docking cradle.
Press and hold the bottom two buttons on the module at the same time.
Keep holding until the module LED flashes red five times, then release the buttons. Try turning the device back on.
There is no sound coming from the wearable module
It is possible that either the module is not on, or the volume is too low to hear. As you look at the module, try repeatedly clicking the top left button about 10 times to see if the volume increases. If still no sound, try holding down that same button for 2 seconds to see if the module switches back on.
Further Resolution Steps
- Charge the module in the docking cradle for 30 minutes.
- If the docking cradle LED light is red, go straight to step 4.
- If the docking cradle LED light is blue, press the middle button on the dock so it goes red (muted).
- Take out the module from the dock.
- Perform a factory reset by holding down the bottom two buttons for about five seconds, until the LED flashes red six times.
- Release both buttons and try to restart the module by holding down the ON switch (top left) for 2 seconds. If the factory reset makes no difference, then please email us at support@tinnisoothe.com
There is no sound from the device when the module is in the docking cradle
IMPORTANT NOTE: if the docking cradle has become unresponsive (eg LED light won’t change colour, buttons are no longer working) it is possible the safety fuse has tripped in the docking cradle. In this situation, turn the power off and notify support@tinnisoothe.com straight away. DO NOT try to charge the wearable module direct from a USB cable, in case a fault or short circuit has developed.
If the docking cradle is working normally, try these resolution steps:
- Place the module in the docking cradle. Ensure the docking cradle LED is blue (playing). If it is red (mute mode), press the middle button on the docking cradle so that it tuns blue.
- Remove the module from the docking station.
- If you do not hear white noise, press the top left button on the module as you look at it. Click this 'Volume Up' button incrementally (don't hold it down) until you hear some white noise. There are 60 volume steps, so you may need to press it several times until you hear some sound.
There is no sound when I remove the module from the docking cradle
When you dock the module, the device enters night-time mode. When you remove the module from the dock, it reverts to daytime mode.
If there is sound when docked and it stops when the module is removed, it is likely that the daytime volume on the module is not high enough.
Resolution steps:
- Place the module in the docking cradle.
- Ensure the docking cradle LED is blue (playing). If it is red (mute mode), press the middle button on the docking cradle so that it tuns blue.
- Remove the module from the docking station.
- If you do not hear white noise, press the top left button on the module 'Volume Up' incrementally (don't hold it down) until you hear white noise. There are 60 volume steps, so you may need to press it several times until you hear white noise.
There is some strange behaviour from the docking cradle
If you notice any unexpected behaviour from your TinniSoothe device, such as the docking cradle becoming unresponsive, or the LED light flashing randomly, please power off both the module and the docking station and email support@tinnisoothe.com straight away. DO NOT try to charge the module directly from a USB cable.
If the docking cradle becomes unresponsive, even though it is connected to a power source (LED light green), it is likely that the safety fuse has tripped.
Possible reasons:
- The module or docking cradle has got wet.
- The USB connector has shorted.
- The module has developed a fault.
Still having problems?
If the factory reset and troubleshooting steps do not resolve your issue, please use the contact form below and we will get it sorted for you as quickly as possible.