Troubleshooting Guide
Troubleshooting Guide
Quick fixes and answers for your Photizo device. Find your issue below, tap to expand, and follow the steps. Most problems are solved in a minute or two.
The most common cause of charging and dose problems is using the wrong charger. Other chargers can have a different voltage and may damage the internal circuits. Only use the Photizo-branded charger supplied with your device. Need a replacement? Order one from Vitalight.
Common Issues
Tap any question to see the fix.
My Photizo beeps twice and won't switch on+
This usually means the battery charge is depleted. Recharge the device fully using the official Photizo charger (12V 1A), then try again.
The device isn't charging, or the green light isn't working+
- Check the charger cable is fully connected and the mains is switched on.
- Confirm you are using the original Photizo charger. An incorrect charger may light the green indicator but still not charge the battery properly.
- If it still won't charge, the battery or charger may be faulty or worn. Get in touch and we'll help.
The two large infrared LEDs in the middle don't seem to work+
Infrared light is invisible to the naked eye, so the two large LEDs will look like they aren't lighting up. To check them, view the device through a mobile phone camera while it's running. Note that some iPhones have an infrared filter and may not show them; in that case try another phone's camera.
The LEDs get brighter partway through the dose+
This is completely normal. The brightness increases after the first third of the dose as the light transitions from pulsed to continuous. Nothing is wrong with your device.
The lens gets quite warm after continuous use+
A little warmth is a normal response from this type of LED and does not affect how well the treatment works. If you're treating several areas back to back, allow the device to cool slightly between them.
The lens is scratched+
Minor scratches do not affect the treatment. However, heavy scratching or cloudiness can reduce the light intensity reaching the skin. If your lens is badly scratched, you can order a replacement lens from Vitalight.
The LEDs switch off before the full dose finishes+
Holding down the ON/OFF button stops the dose; this is a built-in safety feature. Press the button once to start, then let go. Make sure you aren't holding it down during treatment.
I'm getting fewer doses than expected per charge+
First, make sure you're charging with the correct Photizo charger; the wrong charger is the most common cause of low dose counts. On a full charge (about 1 hour 30 minutes of continuous use) you should expect roughly:
| Device | Approx. doses | Dose length |
|---|---|---|
| Pain Relief | 130 doses | 41 seconds each |
| Sport / Vetcare | 170 doses | 31 seconds each |
| Skincare / Blush | 330 doses | 16 seconds each |
Batteries naturally lose some capacity over 500 to 1,000 charge cycles. Overcharging and cold temperatures can also reduce the doses available from a single charge. If your counts are well below the above and still within warranty, contact us.
My device got wet or was submerged in water+
If your device has been immersed in water, do not press the ON/OFF button and do not plug it into the mains. Doing so creates a safety hazard and can cause irreversible damage. Contact us before attempting to use it again.
Still need help?
If your issue isn't listed, or your device is beeping repeatedly, won't charge after these checks, or the LEDs won't activate, our team is here to help. Email info@vitalight.eu or send us a message using the form below. Have your order number handy if you can.