BEFORE YOU CALL FOR SERVICE (Always record the Serial Number of the bed)
If you are having a problem with your MC9R/Encore
®
bed, please go through this troubleshooting section to
see if your problem can be resolved easily. If you are still having problems, then please call our Parts and
Service Department for assistance at 1-800-268-8671. Do not ship any parts back to Span Medical Products
Canada without an RMA (Return Material Authorization) number, they will not be accepted, and no credit will
be given.
PROBLEM: ONE FUNCTION NOT WORKING
When some, but not all functions work on a bed, it typically indicates that there is a problem with the pendant or
one of the actuators, but not the Control Box. Prior to troubleshooting use reset function.
SEE PAGE 12 FOR RESET PROCEDURE.
1. Check to ensure that the Foot End (Staff) Controller is unlocked. If it is not, then press the function
switch to toggle to the unlock position, and the function should now work. If this is not the case, continue
with the next step.
2. Ensure that all of the connectors are firmly seated, and then check to see if this corrects the problem.
3. Try using a different pendant, either from another bed, or a spare. If this resolves the problem, then a
replacement pendant is needed.
4. If the problem persists, try switching the actuator ports. Select an actuator that is working and plug it
into the port that is not working. If the function works (it may work in reverse) then the problem is with
the actuator.
5. Plug the actuator that was not working into a working port and try it. If the actuator works in this port,
then the problem is with the control box.
PROBLEM: NO MOTOR SOUND OR MOVEMENT OF PISTON ROD
When no bed functions work, it typically indicates a problem with the Control Box or the power supply cord,
and not the components plugged into it.
1. Check that the bed is plugged into a working electrical outlet.
2. Check the power supply cord for damage. Look for breaks, pinches or creases in the cord.
3. On the Control Box there is a green LED light, this indicates power to the control box. Check to ensure
this light is glowing when the bed is plugged in. Re-check all ports for connection, and wall socket.
4. If the pendant is plugged into a foot end controller, ensure that all functions are unlocked. If they are all
unlocked and the bed still does not function, then unplug the pendant from the FEC cable and plug it
directly into the control box. If the bed works, then the problem is with the foot end controller.
5. Check that the pendant is plugged completely into the port on the control box. If the problem still
persists, then try a working pendant from another bed, or a spare pendant. If the bed works, then the
problem is with the pendant. If the bed still does not work, then the problem is a faulty control box.
Performing these steps accurately will assist in pointing the problem and Span Medical Products Canada will
be able to expedite the correct replacement part to you.
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