Human Touch NOVO Manuel utilisateur

Human Touch Field Service Technician

Troubleshooting Guide

Super Novo

1-28-2020

Troubleshooting

Be sure to follow this guide step-by-step from beginning to end, without skipping any steps,

to ensure that the chair is thoroughly tested, and that the problem is accurately understood.

This is important because many issues are inter-related. For example, if a chair does not

restore to the upright position when a massage ends you may think it’s a software issue when

in fact it is due to the footrest extension not working (which is required for the restore

process to complete).

Briefly review the following before you begin, so you are aware of the resources available to

you throughout this procedure and the report you are required to complete when finished:

•APPENDIX A: Remote Control on page 23.

•APPENDIX B: Air System Diagrams on page 24.

•APPENDIX C: Footrest Controls on page 29.

•APPENDIX D: Position Controls on page 31.

•APPENDIX E: Main PCB on page 32.

•APPENDIX F: Massage Mechanism on page 34.

•APPENDIX G: Left Arm Control Panel Controls on page 36.

•APPENDIX H: Sound Controls on page 37.

•APPENDIX I: Inspecting Connections on page 39.

•APPENDIX J: Field Test Report on page 40.

Depending on what failures occur during testing, you may need to remove chair parts for

further troubleshooting. Refer to the repair instructions attached to this Guide for information

on removing and reassembling various parts.

Tools that may be needed:

•Phillips-head screwdriver

•Flat-head screwdriver

•Small needle-nosed pliers

•Small wire cutters

•6mm Allen wrench

•Zip ties (4” and 8”)

•WD-40

•Flashlight

•Paper clip (for opening zippers)

Step 1: Confirm the reported failure with the customer.

This may seem obvious, but customers often have difficulty communicating exactly what is

wrong with their chair to our customer service team, so take the time to discuss the customer’s

problem with them before getting started. Be sure to confirm whether the failure occurs

consistently or intermittently.

Step 2: Perform a hard reset of the chair and check the remote

connection.

A. Make sure the remote is securely plugged into the chair and that the silver connector

ring nut is tight.

B. Turn the power switch to the off position (located on the back of the chair).

C. Unplug the chair from the power source.

D. Wait 30 seconds.

E. Plug in the chair and turn the power switch back on.

F. Press the ON/OFF button on the remote to turn it on.

G. If the customer reported that the failure happens consistently:

1. Confirm whether the failure remains.

2. If the failure cannot be duplicated after the hard reset, note this in your report

but proceed with the following steps to thoroughly test the chair.

Step 3: Run the Tech Screen 2 tests

The chair has two non-customer-accessible screens we call Tech Screen 1 and Tech Screen 2.

You can test various chair functions from Tech Screen 2.

Access Tech Screen 2

A. Power off the chair at the power switch.

B. While pressing and holding the remote UP navigation button, power the chair back on.

Tech Screen 1 displays (sample only).

Press the remote MENU (A) and AUTO (B) buttons simultaneously.

Tech Screen 2 displays.

Run the Tests

While sitting in the chair (with shoes removed), complete each of the tests indicated below

using the directional UP, DOWN, LEFT, RIGHT and the center SELECT buttons on the remote.

Ignore any items on the screen not mentioned in the test procedure. Press the remote MENU

button to exit each test (except where noted otherwise).

When testing limit switches for any given function:

•Confirm that when the function is at its end limit, the switch displays ON.

•Confirm that when the function moves away from its end limit, the switch displays OFF.

As you proceed through the tests, note the result of each test on the Field Test Report form;

you will need to have the results handy to refer to later in this procedure.

Code

Test

Instructions

Slide Motor Test

(fore/aft slide)

1. Press UP to slide the chair all the way forward to test the

front limit switch.

2. Press DOWN to slide the chair all the way backward to

test the rear limit switch.

Backpad Motor Test

(recline motor)

1. Press DOWN to recline all the way backward to test the

rear limit switch (Back Down).

2. Press UP to incline the chair all the way upward to test the

forward limit switch (Back Up).

Legpad Motor Test

(footrest lift/lower

motor)

1. Press UP to lift the footrest all the way upward to test the

upper limit switch (Leg Up).

2. Press DOWN to lower the footrest all the way downward

to test the lower limit switch (Leg Down).

3. Press UP to lift the footrest all the way upward to prepare

for the next test.

Leg Flex Motor Test

(foot and calf

extension motors)

1. Press UP to extend the foot massage arms all the way out

to test the outer limit switch (Flex Out). The calf massage

arms move all the way up.

2. Press DOWN to retract the foot massage arms all the way

in to test the inner limit switch (Flex In). The calf massage

arms move all the way down.

3. Push your feet firmly against the bottom of the foot

massage wells, then confirm that the text “Have Not Foot”

changes to “Have Foot.”

Knead Motor Test

1. Press UP and DOWN to increase/decrease kneading speed

from 1 to 6 and then 6 to 1; confirm that the robot speed

changes accordingly.

2. Press LEFT and RIGHT to reverse kneading direction;

confirm that the direction changes accordingly.

3. Confirm that the “Kneading Position” setting is alternating

1-2-3-1-2-3 etc.

Knock Motor Test

(percussion motor)

1. Press UP and DOWN to increase/decrease percussion

speed from 1 to 6 and then 6 to 1; confirm that the robot

speed changes accordingly.

Foot Roller Motor

Test

(underfoot rollers)

1. Press UP and DOWN to increase/decrease underfoot

roller speed from 1 to 3 and then 3 to 1; confirm that the

robot speed changes accordingly.

2. Press LEFT and RIGHT to reverse the roller direction;

confirm that the direction changes accordingly.

Walk Motor Test

(rolling motor)

1. First Select Test 17 (3D Motor), then press UP to extend

the 3D motor outward in the backrest as far as it will go

(the rolling motor cannot reach its upper limit otherwise).

2. Exit Test 17, then select Test 07 Walk Motor Test.

3. Press DOWN to run the massage mechanism all the way

to the bottom of the track to test the lower limit switch

(Walk Down).

4. Press UP to run the massage mechanism all the way to the

top of the track to test the upper limit switch (Walk Up).

5. Move the mechanism several inches down the backrest to

prepare for Test 17 3D Motor Test.

Waist Heat Test

1. Press the SELECT button on the remote three times to

turn the backrest and calf heat on.The screen displays

“ON3.”

2. Wait 30 seconds then confirm that you can feel heat in

both areas.

Airbag Test –

Super Novo

Press UP and DOWN to inflate the air cells one by one:

1. Upper calf L/R

2. Not active

3. Back calf L/R

4. Lower calf L/R

5. Right side foot L/R

6. Left side foot L/R

7. Achilles heel L/R

8. Not active

9. Right arm

10. Right shoulder

11. Not active

12. Not active

13. Right wrist

14. Right hand

15. Right back

16. Right waist

17. Left back

18. Left waist

19. Right hip

20. Left hip

21. Left hand

22. Left wrist

23. Left arm

24. Left shoulder

Do not run this test.

Do not run this test. If you accidentally select this test, power the chair off at the

power switch, then follow the steps on page 3 to return to Tech Screen 2.

Do not run this test. If you accidentally select this test, power the chair off at the

power switch, then follow the steps on page 3 to return to Tech Screen 2.

Do not run this test.

Do not run this test. If you accidentally run this test the chair will begin performing

all functions simultaneously and may represent a safety hazard!

Accumulation test

view.

Indicates how long the chair has been in use; note in your

report.

3D motor

1. Make sure the massage mechanism is not at the top of the

backrest.

2. Press UP to move the massage mechanism outward in the

backrest to test the forward limit switch (Front Switch).

3. Press DOWN to move the massage mechanism inward in

the backrest to test the rear limit switch (Back Switch).

Do not run this test.

Press the remote ON/OFF button to exit Tech Screen 2.

Press the remote ON/OFF button again to display the MAIN MENU.

Step 4: Perform a hard reset of the chair

A. Press the remote ON/OFF button, then select RESTORE.

B. As the chair moves backward to the home position, listen for any squeaking from the

rollers on the bottom of the foot/calf massager. If they squeak:

1. Lift the foot/calf massager (ideally prop it up on something stable).

2. Place a rag beneath the wheels to protect the customer’s floor.

3. Apply a small amount of oil to each wheel shaft.

4. Slide each wheel back and forth to lubricate.

5. Wipe off any excess grease that could drip.

C. Once the chair has reached the home position and stopped moving, turn the power

switch to off, then unplug the chair from the power source.

D. Wait 30 seconds.

E. Plug in the chair and power it back on.

Step 5: Test the footrest actuators.

A. Use the remote LEGS buttons to move the foot/calf massager all the way up and then all

the way down. The foot/calf massager automatically extends/retracts to measure the

length of your legs (this only occurs the first time you do this).

1. If the foot/calf massager will not raise/lower, and the result of Tech Screen 2 test

02 was FAIL, request a footrest actuator and main PCB.

2. If the foot/calf massager will not raise/lower, and the result of Tech Screen 2 test

02 was PASS, request a main PCB.

3. If the foot/calf massager makes a squeaking noise when raised/lowered request

a footrest actuator/wheel/bracket assembly.

B. Raise the foot/calf massager off the floor, then use the remote EXTENSION buttons to

extend the foot/calf massager all the way out and then all the way in.

1. If the foot/calf massager will not extend or hesitates/freezes while extending:

a. Lift the foot/calf massager, then inspect the foot/calf massager harness

connection to the bulkhead:

i. If there is damage to the connection on the foot/calf massager

side, request a foot/calf massager.

ii. If there is damage to the connection on the bulkhead side,

request a bulkhead cable.

b. If the problem remains, replace the foot/calf massager and main PCB.

2. If the foot/calf massager makes a thumping noise when extending or retracting,

request a foot/calf massager.

Step 6: Test the backrest actuator.

A. Use the remote BACK buttons to recline the chair all the way and then incline the chair

all the way. The foot/calf massager automatically extends/retracts to measure the

length of your legs (this only occurs the first time you do this).

1. If the chair will not recline, and the result of Tech Screen 2 test 01 was FAIL:

a. Make sure the rear plastic shroud is not stuck downward (depressing the

safety sensor, which will not allow the chair to recline); it should bounce

up and down approximately an inch. If it is stuck, tap it gently with your

foot to release it.

b. Remove the rear plastic shroud, then make sure the connector on the

inside of the shroud is connected to the corresponding connector from

the safety sensor.

c. Test the recline function with the shroud removed.

d. If the problem remains, request a main PCB, backrest actuator, and

backrest actuator harness to main PCB.

2. If the chair will not recline, and the result of Tech Screen 2 test 01 was PASS,

request a main PCB. If the problem remains after the main PCB has been

replaced, request a remote.

3. If the chair makes a screeching or grinding noise when it reclines (that was not

heard when testing the footrest by itself):

a. Remove the side panels and lubricate the pivot hinge using WD-40.

b. If the problem remains, request a backrest actuator.

4. If the chair makes a popping noise when inclining:

a. Remove the upper and lower plastic cover located behind the foot/calf

massager and then recline/incline the chair again. If removing the covers

resolves the problem and you can see any deformation in one of the

covers, replace the deformed cover. If the covers look normal, reinstall

them with the panels pushed as far to the right as the screw holes will

allow.

b. If the problem remains, remove the two side panels. Recline and incline

the chair and check for conflict between plastic parts on the sides. If

there is a conflict, send photos to HT Customer Experience for

Engineering resolution.

c. If the problem remains, remove the rear plastic shroud and ensure that

the plastic PCB cover is properly installed on the rear edge, with the two

tabs inserted into the two slots on the cover (otherwise the PCB cover

may conflict with the rear plastic shroud).

Step 7: Turn on the heat.

A. Select the remote or left armrest HEAT button to turn the left/right lumbar and calf heat

on.

B. No need to wait for the chair to heat up, we will check it later.

Step 8: Test the massage mechanism.

A. On the remote’s main menu, select MANUAL, then select KNEADING. The height

selection screen displays.

B. Select a height. The massage mechanism’s four rollers should knead your back in a

small circular motion and roll down your back.

1. If kneading did not start and the result of Tech Screen test 04 was FAIL, request a

massage mechanism and main PCB.

2. If kneading does not start and the result of Tech Screen test 04 was PASS,

request a main PCB.

C. While Kneading is running (if Kneading is not working skip this test), on the MANUAL

menu select SPEED, then adjust the speed from slowest (1) to fastest (5).

1. If the kneading speed will not adjust and the result of Tech Screen test 04 was

FAIL, request a massage mechanism and main PCB.

2. If kneading does not start and the result of Tech Screen test 04 was PASS,

request a main PCB.

D. While Kneading is running (if Kneading is not working skip this test), on the MANUAL

menu select FOCUS, then select each of the following one by one:

1. FULL (should roll up and down your full back)

2. ZONE

i. SHORT (about 3”)

ii. MEDIUM (about 6”)

3. LONG (about 9”)

4. SPOT (stays in one place)

If the massage mechanism focus settings do not work, request a main PCB.

E. On the MANUAL, MODE menu, select PERCUSSION. The massage mechanism should

make rapid tapping strokes and roll down your back.

1. If percussion did not start and the result of Tech Screen test 05 was FAIL, request

a massage mechanism and main PCB.

2. If percussion does not start and the result of Tech Screen test 05 was PASS,

request a main PCB.

F. On the MANUAL, MODE menu, select SHIATSU. The massage mechanism should roll up

and down your back.

1. If the massage mech did not start rolling and the result of Tech Screen test 07

was FAIL, request a massage mechanism and main PCB.

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