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In the unlikely event that one of our devices has a problem, we will express courier a loan device to you
at your cost (if available).
Online Virtual Support and Training
You can obtain online training using video conferencing software on your laptop. To receive online virtual
support, you will need to be located in an area with a good broadband internet connection.
Service, Support and Maintenance Contract
The latest service, support and maintenance contract can be obtained from your local sales
representative.
Troubleshooting
If you experience problems, kindly send an email with as much information as possible (including the
specific error message(s) and under which circumstances they occurred) to support@emoyo.net or
contact your local sales representative. Additional support information can also be accessed at
https://emoyo.net/category/helpdesk/
.
Troubleshooting Checklist
Software does not recognise that the
KUDUwave is connected.
Check that the USB cables have been firmly connected
in both ear cups to the USB ports on the computer. The
left and right LED’s will indicate if power is being
received from the USB port. If you are using a USB hub
ensure that it meets the specif
ications mentioned under
Laptop Specifications and that it is powered externally.
Try a second set of USB cables in case the original set
has been damaged.
Ensure the Patient Response Handset has been
connected to a USB port. It might not be powered
enough by the earcup port, plug it into the laptop
directly instead.
Click on the Support button in the software. Click on
Remove old drivers and follow the instructions given by
the software.
Restart the computer and try to launch the software
again.
Responses from the Patient Response button
are not being recorded by the software.
Ensure the Patient Response Handset has been firmly
connected to the left ear cup.
If another Patient Response Handset is available try it
instead to ascertain if the response button is broken.
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