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FAQ

Troubleshooting FAQ

Service(Warranty, Repair, Return) FAQ

General FAQ


Troubleshooting FAQ

Q: My machine has CH1/CH2 lights flashing. What happens? How to resolve?

Dry skin, air gap between skin and electrode/towels/gloves are the most common reason to cause CH1/CH2 flashing. Bad leads is another common reason. Most of time it is NOT the problem of the unit. Please use the following troubleshooting process.

    1. Remove all pads/towels/gloves from pushpins or snap buttons. Put all 4 pins or snap buttons into a cup of tap water, or touch all 4 pins together. Run a protocol. If CH1 and CH2 lights have no flashing, the unit and wire leads are working properly for continuity.
    2. If CH1 or Ch2 light is still flashing after you put all pins or snap buttons into water or touch together, use a NEW set of wire leads to do the same test(4 pins/snap buttons into water or touching together). If CH1/CH2 have no flashing, the previous wire leads are bad and need replacement. If Ch1/Ch2 are still flashing with new, the unit has problem and need service.
    3. After you confirm the wire leads and unit are good, you can put pads/towels/gloves back to pushpins or snap buttons.
      1. Touch pads/towels/gloves together themselves. Run a protocol. Make sure no light flashing.
      2. Separate pads/towels/gloves on the same arm. Run a protocol. Make sure no light flashing. If necessary, press the towels/gloves to touch skin firmly.
      3. Separate pads/towels on different arms. Run a protocol. Make sure no light flashing. If necessary, press the towels to touch skin firmly.
    4.  The key is to hydrate the skin because dry skin has high resistance. Use water to rub skin before put electrodes. Also put conductive gel on pads before putting pads on skin.

Q: My IS02LCD(or IS02PRO) unit has display of “Updating firmware” and can’t work normally? What to do?

This problem is usually caused by low batteries. So put brand new batteries into the unit to see whether the problem is resolved. If not, the only way to resolve this problem is to manually upgrade firmware inside the unit. 

If you own Inspirstar Profile Editor software, firstly make sure your software is upgraded to the latest version (4.4.3 or later). Check the software version Help->About. If not or not sure, using the link     www.inspirstar.com/softwaredownload    to download and upgrade software first. 

 After software is upgraded, please follow the instructions below exactly.

  1. Connect the unit to the computer using a standard microUSB cable (regular data/sync cable, not charging cable).
  2. Press START button to turn on the unit with “updating firmware” message displayed. If you can’t power on, press STOP button for a few times until the unit has the display of “updating firmware”. If the screen is blank but CH1/CH2 lights on, continue #3.
  3. Open Profile Editor software, click software Tools->Firmware Upgrade, (DON’T click Tools->Setup Communication, or Product Information, or READ/WRITE)
  4. Is step 1 showing “IS02xxx_HW5_SW1.5x.0.app.update” matching your unit’s the model?  
  5. If not, click the button “Browse”, locate the file “IS02xxx_HW5_SW1.5x.0.app.update” matching your unit model under the folder C:\Program Files\Inspirstar\IS02\Firmwares. Click Open.  If not sure, look at the back of the unit for the model of your unit and change the file to match your model.
  6. At this time, Step 1 should show IS02xxx_HW5_SW1.50.0.app.update.
  7. If yes, Click “Start Upgrade”. Make sure the unit has the display of “updating firmware” message on the unit screen when you click “Start Upgrade”. If not, go to #2.
  8. If you get connection error, you may unplug USB cable and plug back in and click “Start Upgrade” again.

Key notes: a) This problem is usually caused by low batteries. When this problem happens and the unit is stuck, you can’t do WRITE/READ, can’t check production information, can’t check communication, etc. The only thing you can do it to go to Tools->Firmware Upgrade to upgrade firmware manually. b) When you upgrade firmware, you must make sure the unit has the “updating firmware” message displayed. If no display, repeat #2 to make sure the message is displayed. 

If you don’t own Inspirstar Profile Editor software, you can download software     www.inspirstar.com/softwaredownload  and install. To upgrade firmware, you don’t need software license. If software license registration windows shows up, you can cancel or ignore. Go to your computer Windows Start->Programs->Inspirstar->Firmware Downloader. Then follow the process above same as #1~#8. 

Q: My IS02LCD(or IS02PRO) unit doesn’t work with blank screen and CH1/CH2 lights are on. What to do?

This problem is also usually caused by low batteries. So put brand new batteries into the unit to see whether the problem is resolved. If not, the only way to resolve this problem is to manually upgrade firmware inside the unit.

If you own Inspirstar Profile Editor software, firstly make sure your software is upgraded to the latest version (4.4.3 or later). Check the software version Help->About. If not or not sure, using the link     www.inspirstar.com/softwaredownload    to download and upgrade software first. 

 After software is upgraded, please follow the instructions below exactly.

  1. Connect the unit to the computer using a standard microUSB cable (regular data/sync cable, not charging cable).
  2. Press START or STOP button for a few times until the unit has CH1/CH2 lights on. It is ok there is no display. 
  3. Open Profile Editor software, click software Tools->Firmware Upgrade, (DON’T click Tools->Setup Communication, or Product Information, or READ/WRITE)
  4. Is step 1 showing “IS02xxx_HW5_SW1.5x.0.app.update” matching your unit’s the model?  
  5. If not, click the button “Browse”, locate the file “IS02xxx_HW5_SW1.5x.0.app.update” matching your unit model under the folder C:\Program Files\Inspirstar\IS02\Firmwares. Click Open.  If not sure, look at the back of the unit for the model of your unit and change the file to match your model.
  6. At this time, Step 1 should show IS02xxx_HW5_SW1.50.0.app.update.
  7. If yes, Click “Start Upgrade”. Make sure the unit has CH1/CH2 lights on when you click “Start Upgrade”. If not, go to #2.
  8. If you get connection error, you may unplug USB cable and plug back in and click “Start Upgrade” again.

Key notes: a) This problem is usually caused by low batteries. When this problem happens and the unit is stuck, you can’t do WRITE/READ, can’t check production information, can’t check communication, etc. The only thing you can do it to go to Tools->Firmware Upgrade to upgrade firmware manually. b) When you upgrade firmware, you must make sure the unit has CH1/CH2 lights on. If not, repeat #2 to make sure CH1/CH2 lights are on.

If you don’t own Inspirstar Profile Editor software, you can download software     www.inspirstar.com/softwaredownload  and install. To upgrade firmware, you don’t need software license. If software license registration windows shows up, you can cancel or ignore. Go to your computer Windows Start->Programs->Inspirstar->Firmware Downloader. Then follow the process above same as #1~#8. 

Q: My IS02LCD(or IS02PRO) unit can’t power on. What to do?

  1. Put brand new batteries into the unit and try.
  2. If you can’t power on by pressing ON/START button, press OFF/STOP button multiple times. If the unit has response like message display or CH1/CH2 light on, refer to other FAQs to resolve.
  3. If the unit still can’t power on, take one battery out. Press and hold STOP button while put that battery back in. Then release STOP button. If the unit has response like message display or CH1/CH2 light on, refer to other FAQs to resolve.

Q: My IS02BA unit can’t power on. What to do?

  1. Put brand new batteries into the unit and try.
  2. Take batteries out, check those battery contact points inside battery chamber whether there is any erosion or dirty. Use some metal tools to clean up. Put batteries back to try. 
  3. Press ON button multiple times to see whether the problem is consistent or intermittent.

Q: I don’t hear beep at the end of treatment. What is the problem?

Here are possible reasons. 1) The batteries are low. You need to change the batteries.2) The beeper is broken. Your unit needs service. 3) Your doctor has the option to turn off the beep. Please consult your doctors.

Beep can be turned on or off in multiple ways. 1) On Profile Editor software, the beep at the end of protocol can be turned on or off for each protocol. 2) Software user can use Tools->Change IS02 Settings to turn beep on or off. 3) For IS02LCD/IS02PRO units, users can turn beep on or off by changing the setting Main Menu->Settings->Protocol End Beeping.

Q: When I use software to “Write” or “Read” the unit, I get communication error. What is the problem?

The communication error can be caused by the unit, by the cable/adaptor between computer and the unit, or by the computer.  Here are the troubleshooting methods.

  1. Replace batteries with brand new batteries. Communication between the computer and the unit requires higher voltage than running protocols.
  2. Make sure all connections are firm and tight. For IS02PRO/IS02LCD unit, make sure you use data/sync microUSB cable, not a charging cable. If you are not sure, try a different microUSB cable. For IS02BA unit, you need ADP2/ADP3 for Window 10 or Windows 8. If your computer has Windows 10 or Windows 8 but your USB adaptor is the 1st generation ADP/ADP1, it is not compatible. Contact Inspirstar to purchase new one.
  3. If your computer is Windows 10, it should install driver automatically and you should not need to install. You may unplug USB cable or USB adaptor and plug back in. Wait a few minutes to try again whether it is recovered. 
  4. If your computer is Windows 7, you may need to install USB driver manually. Sometime the driver may get corrupted or lost. You can unplug USB cable/adaptor first , go to PC Control Panel to uninstall USB driver called “PL2303”, then reinstall USB driver by clicking Inspirstar software Tools->Install USB Driver. After driver is reinstalled, plug USB cable/adaptor back in. You may  wait up to 10~15 minutes until the driver is applied properly. 
  5. If the problem is consistent, contact Inspirstar. 

Service(Warranty, Repair, Return) FAQ

Q: What is the warranty information of Inspirstar Products?

Please read the owner’s manual of your Inspirstar products for Inspirstar warranty terms and conditions. Briefly, Inspirstar IS02 units have 1 year limited warranty.  Inspirstar Electrode Gloves, all  wires leads, alligator clips, etc have 3 months limited warranty. Within the warranty period, the products may be repaired or may be replaced with the same or a substitute product.

Q: The product is within Inspirstar’s limited warranty period. How can I get Inspirstar’s service or repair?

Because your Inspirstar IS02 unit was programmed by your practitioner with specific frequencies and protocols, to get the product served, please call your practitioner first for instruction. If necessary, send the entire unit with the carrying case and accessories, insured, postage prepaid, and well packaged, along with a copy of your original invoice and a note describing the problem to Inspirstar Inc.

Q: Inspirstar’s limited warranty has expired on the product. How can I get Inspirstar’s service or repair?

Please call your practitioner first. Your practitioner may contact Inspirstar for repair information and possible fees. Instructed by your practitioner, you may send the entire product and a note describing the problem to Inspirstar Inc.

Q: What is Inspirstar product’s return policy?

Inspirstar Terms and Conditions of Sales apply for all sales. See details on website. https://www.inspirstar.com/sales-terms-and-conditions. Refunds are allowed if returned within 7 days from delivery in original condition. A 15% restocking fee will be applied on all returned items. Contact Inspirstar first before return.

General FAQ

Q: There have been many microcurrent stimulators in the market. What makes the Inspirstar IS02 Microcurrent Stimulator unique?

Inspirstar IS02 Programmable Microcurrent StimulatorTM is the first Microsoft Windows programmable microcurrent machine for office and home use. This system enables doctors to write these treatment protocols from the computer onto the Inspirstar Microcurrent Stimulator.

Q: Why do you say Inspirstar IS02 Programmable Microcurrent StimulatorTM is a leading innovative and unique machine in the current microcurrent therapy area?

It is a leading innovative machine for several reasons. Protocols of frequency pairs can be easily manipulated in a Windows application. These protocols are then saved into a computer file which can be quickly retrieved and written into the Inspirstar IS02. In addition to writing specific paired frequencies, the current intensity, polarity and therapy timer can be adjusted as well. There is also an advanced capability to change the modulated wave period and 4 aspects of the wave slope.

Q: How is Inspirstar IS02 Programmable Microcurrent StimulatorTM manufactured? How is the quality? What is the warranty?

Inspirstar IS02 Programmable Microcurrent Stimulator was designed, developed and tested by Inspirstar Inc, a United States company in Arizona. Inspirstar Inc. manufactures IS02 units strictly follows FDA’s quality control requirements when the manufacturing of the product is done in China. This is a common manufacturing practice for today’s most electronics products like TV, computers, cameras, and MP3 players etc., as a result of effort of globalization of the industry, with US standard of quality management.

The product comes with one year limited warranty which is quite standard in US. After one-year warranty, Inspirstar Inc will continue to provide repair services to customers with no cost or reasonable cost.

Inspirstar Inc has its own technical team, and does not rely on any thrid party companies, to resolve customers’ requirements and needs. Our customers can get quick and professional support and services for either medical or engineering.

Q: Does Inspirstar machine need calibration to maintain the frequency accuracy?

Unlike some existing microcurrent machines which require calibration for the frequency during manufacturing and every two years or more often to correct frequency and current drifting, Inspirstar IS02 is built with advanced and latest technologies and does not need calibration to maintain the frequency accuracy.

Q: How can Inspirstar IS02 Programmable Microcurrent StimulatorTM be compared with other existing microcurrent machines in the market?

Many doctors have discovered that the Inspirstar IS02 is an efficient and convenient way to begin with for microcurrent stimulation therapy in their office and for patient home use. With Inspirstar IS02 Programmable Microcurrent Stimulator, the frequency and current can be quickly tailored to patient’s conditions. Inspirstar IS02 also provides unprecedented flexibility for doctors to program customized protocols into the machine to maximize treatment effect, for both office and home use.

Q: There is PC software involved in Inspirstar IS02 Programmable Microcurrent StimulatorTM for programming. Is the software difficult to use?

Inspirstar Profile Editor software is a typical Windows application and requires some very basic computer skills to use. It is not difficult. Like any software there is a learning curve. Once a few shortcuts are learned programs can be written in a few minutes.

Q: Can Inspirstar Profile Editor software be installed on Mac computer? 

Inspirstar Profile Editor software is a Windows application and can’t be installed on Mac OS directly. To install and use Inspirstar software on Windows, you need to install a virtual machine like Parallels, install a Windows OS like Windows 10 on the virtual machine. Then you can install Inspirstar software on Windows of your Mac computer.

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