Troubleshooting
If you are experiencing trouble with your Tidewave Mattress, find your issue below to discover potential causes and solutions.
If you still can not find the answer, contact qualified Tidewave service personnel.
No light on the panel
The panel light turns off automatically after 10 second of inactivity
- Press any button. If the panel light still does not work, make sure the power cord is intact and fully engaged in the pump unit. Contact qualified Tidewave service personnel for help if the issue is not solved.
The system will not start
Power cord is not connected
- Connect the power cord to the outlet. See instruction video below.
There is no electricity in the outlet
- Use another outlet.
The power cord is damaged
- Disconnect the power cord so that it is not connected. Contact qualified Tidewave service personnel to order a new power cord and return the damaged cord.
DC plug not connected
- Make sure the DC plug is connected properly to the pump unit.
Service light is on
- Check the air hose and make sure it is properly connected.
Backrest light is on
- Lower the backrest to 30 degrees or less.
Backrest light is on, but the backrest is flat
- Open the zipper to access the air cells. Make sure the air cells are positioned in the correct orientation. Look for label saying “this side toward mattress”. Contact qualified Tidewave service personnel for help if the issue is not solved.
Service light is on
System error
- Raise the backrest over 30 degrees. If the backrest light does not turn on, move on to the next step below. If the backrest light turns on, pull out the power cord and wait a few seconds. Plug in the power cord and start the pump unit. When the system has started up, hold the “stop” button for at least 10 seconds until the service light turns off. If the error repeats, contact qualified Tidewave service personnel.
Air hose is disconnected
- Connect the air hose, wait 1 minute and try to start the pump unit.
Air hose is pinched
- Make sure the air hose is not pinched or has a sharp bend.
The system requires a restart
- Pull out the power cord and wait a few seconds. Connect the power cord and restart.
Other
- If the air hose is connected correctly, the system has restarted and the service light is still on – contact qualified Tidewave service personnel.
Patient doesn't turn properly
The system is not turned on
- Connect the power cord and start a program. See the instruction video below.
The patient is not centered on the mattress
- Reposition so the patient is centered.
Patient has severe contractions
- Turning may be difficult to observe on patients with severe contractions. Wait until the contractions have passed and observe for 10 minutes to confirm whether the turning function is operational or not.
The backrest is too high
- The turning function stops if the backrest is elevated above 30 degreees. Lower the backrest to 30 degrees or less to resume the turning function.
Defective pump unit
- Contact qualified Tidewave service personnel.
The mattress does not inflate
The system is not turned on
- Connect the power cord and start a program. See the instruction video below.
Connections are not connected
- Make sure the air hose and power cord is properly connected. See the instruction video below.
Air hose or power cord is damaged
- Contact qualified Tidewave service personnel.
Defective pump unit
- Contact qualified Tidewave service personnel.
Backrest is too high
- Lower the backrest so the air can be distributed more easily.
Disturbances occur on nearby electrical items
Electromagnetic interference caused by accidental release of electromagnetic energy waves
- Determine if there are emissions from the mattress that are causing the disturbance by turning the system off and on. If the disturbances disappear when the system is turned off, do the following: Move the affected articles. Increase the distance between the units. Connect the system to an outlet with another circuit. If the disturbance still occur, contact qualified Tidewave service personnel.
Instruction video
Opplæringsvideo
Instruction video
Anwendervideo
Maintenance and repair
Repairs must only be carried out by approved personnel with the correct training from Tidewave Medical AS. Only original parts should be used for the Tidewave™ Mattress. Incorrect maintenance or repair may result in a breach of the warranty. Correct maintenance/repair is a prerequisite for the lifetime of the product and that of the user Safety. In the worst case, incorrect maintenance/repair can lead to injury or death.
Service interval and instructions
This product should be serviced every 2 years as a minimum* to ensure that the product is in good condition
as well as maintaining user and patient safety. Service must be carried out by approved personnel with proper training from Tidewave Medical AS. Only spare parts from Tidewave Medical AS shall be used to maintain the warranty and to ensure product safety,
Documentation for service/repair
After the service/repair has been carried out, the completed service checklist TW-CHKL10532 must be submitted to docs@tidewave.no. NB: Mail subject must be the serial number of the pump unit. Repairs and component replacement must be noted in the form. Any new serial number for the component is written down below chapter 3 “comments” in the checklist. This allows Tidewave Medical to update the documentation package and assess whether further improvements to the product are needed.
* With normal use. Normal use is considered standard settings and up to 12 hours of operating time per day and night. Operating time over 12 hours per day and/or settings beyond the standard such as high pump speed, no break and/or high turning angle, increases the wear and tear on the product. Such operating situations we require more frequent service intervals.
For quality of life and independence.
