Troubleshooting
Resolve common power, contact, battery, sensation, and session issues.
Common Issues
Device Will Not Turn On
Try the following:
- Connect Serenity to a compatible USB charger.
- Check for the expected charging indicators.
- Allow the battery to charge.
- Disconnect the charger and try starting a session again.
If the device still does not turn on, contact Zeno Labz support.
Red Light Keeps Blinking
A blinking red light indicates poor contact between the ear clips and the skin.
Try the following:
- Stop the session.
- Remove and reposition the clips.
- Clean and dry both earlobes.
- Reapply conductive gel.
- Check the cable connection.
- Restart the session.
If the warning continues, inspect the clips and cable for damage.
Little or No Sensation
A weak or barely noticeable sensation does not necessarily indicate a problem.
Check that:
- The session is running.
- Both clips are securely attached.
- Conductive gel has been applied.
- No contact warning is displayed.
Do not increase intensity beyond a comfortable level.
Sensation Is Uncomfortable
Reduce intensity using the minus (-) button.
If discomfort persists, stop the session and remove the clips.
Do not resume use if you continue to experience pain, irritation, dizziness, or other concerning symptoms.
Blue Light Is Flashing
A flashing blue light indicates that the device is making an automatic adjustment.
No action is required.
Session Ends Early
If a session stops before the usual 15 minutes:
- Check the battery level.
- Inspect the ear clip connection.
- Confirm that the clips are positioned correctly.
- Check the conductive gel.
- Restart the session if no discomfort or other safety concern is present.
If sessions repeatedly stop early, contact Zeno Labz support.
Battery Will Not Charge
Check that the USB-C cable and power adapter are properly connected.
Inspect the charging port and cable for visible damage.
Do not continue charging if the device becomes unusually hot or behaves unexpectedly.
Contact Zeno Labz support if normal charging cannot be restored.
Ear Clips Will Not Maintain Contact
Clean the clips, check their placement, and inspect the cable.
If the clips are worn or damaged, discontinue use until they are replaced.
When to Contact Support
Contact Zeno Labz if:
- The device does not power on after charging.
- Charging or indicator behavior is abnormal.
- Sessions repeatedly end unexpectedly.
- The ear clips or cables are damaged.
- Contact warnings continue despite correct placement.
- You have concerns about device operation or safety.
Stop using the device if it appears damaged or malfunctions repeatedly.