PRIMEDIC

If your AED is unresponsive when powered on, it may affect your emergency use. Please immediately follow the steps below to troubleshoot:

1. Check the battery installation: Open the battery compartment and ensure the battery is securely locked in place, with no looseness or misalignment.

2. Replace with a backup battery (if available): Use a dedicated lithium battery of the correct model. Then attempt to turn on the device again.

3. If the issue persists, this indicates a potential hardware failure with the device or battery. Do not attempt to disassemble it yourself. Please contact our after-sales support immediately and switch to a backup AED to ensure emergency readiness.

If the AED displays an "X" or a flashing red light, it is a fault alarm signal and requires the following processing:

1. Troubleshoot as guided: For example, if the electrode pads are not connected, re-insert them firmly. If the battery is expired, replace it with a new, compatible one. After troubleshooting, restart the device to see if the alert clears.

2. If the alert persists, the device requires professional repair. Please stop using it immediately and contact our after-sales service. Meanwhile, record the time the fault occurred and the flashing frequency of the light to help our team diagnose the issue quickly.

Hello! Screen issues may affect the viewing of "electrode placement instructions" and "heart rhythm analysis results" during emergency treatment. Please address these issues based on the specific situation:

① Screen distortion/black screen: First check the battery power supply (replace the battery and restart the computer to rule out insufficient power). If the problem persists, the screen cable may be loose or damaged. Do not knock or press the screen. Contact after-sales service for a replacement.

② Screen is inverted/touch screen is not working: Enter the device's "setting mode" (some models can be entered by long pressing the "menu button", such as Jiuxin Medical AED), and try to restore the "screen display default settings" and "touch screen calibration"; if the calibration is invalid, it means that the system or touch screen hardware is faulty and after-sales service is required. During this period, a spare AED will be used instead.

The AED's voice guidance (e.g., "Please apply electrodes" or "Analyzing heart rhythm") is crucial for first aid. Any abnormal sound requires urgent attention:
① No sound: Check whether the device volume is accidentally set to "mute" (some models can be adjusted by pressing and holding the "volume button"; the screen will display a volume icon). If the volume is normal and there is still no sound, it may be a speaker malfunction.

② Abnormal sound (noise/stuttering): First restart the device to eliminate temporary system interference. If the abnormality persists, it indicates a faulty speaker or audio module. In all of these cases, the device must be deactivated and repaired. At the same time, ensure that the backup AED's sound function is functioning properly to avoid loss of voice guidance during first aid.

We have a 14-day return policy, which means you have 14 days from the time you receive the item to request a return.

To be eligible for a return, your item must be in the same condition you received it, unworn or unused, with tags attached and in its original packaging. You'll also need a receipt or proof of purchase.

To initiate a return, you can contact us ate-support@primedic.com.

You can contact us through our contact page! We will be happy to assist you.