Qwiek.up Troubleshooter

The Qwiek.up is a valuable tool in healthcare that provides relaxation and activation through images and sound. Unfortunately, it can sometimes happen that the device does not work properly, which is very inconvenient for both the healthcare professional and the client. Fortunately, most minor malfunctions can be resolved quickly and easily by yourself without any technical knowledge. With this handy guide, you will go through the key steps to quickly get the Qwiek.up up and running again.

Overview of defects and solutions

Problem	Possible Cause	Solution
The Qwiek.up does not turn on or shuts down.	The power cable is not properly connected.	Insert the small end of the power cable into the device and the other end into a wall outlet. If necessary, test the outlet with another product to ensure it has power. Try an alternative power cable. Contact support if the problem cannot be resolved.
No projection is visible.	There is an issue with the Qwiek.up's software or projector.	Try disconnecting the device completely from power by shutting it down, removing the plug from the wall outlet for 10 seconds, and plugging it back in. Otherwise, contact support for repair.
The Qwiek.up does not connect to Wi-Fi.	Your Wi-Fi is unavailable or was not added correctly. The device does not support Enterprise networks.	Check with another device (such as your phone) to see if the network is visible. Try adding the network again or contact your technical service or IT department. Also try connecting in a different location. Contact support if the problem persists.
I do not see all modules, only a small number.	Possible issue with the license.	Ensure the device is connected to Wi-Fi. In Settings, under the 'Info' heading, check if the license is active and if the last synchronization date is today's date. Contact support if the license is inactive and the synchronization date is from today.
No sound can be heard.	The volume is set too low.	The volume can be increased by repeatedly pressing the + button on the playback screen. If the volume is at 100% but nothing can be heard, please contact support.
I cannot see the newest module.	No internet connection, or the connection is slow.	Search for the module via the search screen. If you still don't see it there, turn off the device but leave it plugged into the wall outlet. The latest content will download while in sleep mode. Depending on your internet speed, this may take a few hours.
The Qwiek.up does not stay at a specific angle.	The tilting mechanism has weakened.	Use an Allen key (2.5 mm hex) to tighten the screws on both sides of the legs.
The Qwiek.up becomes very hot.	The ambient temperature is too high or the device is covered.	It is normal for the device to get warm, and there are internal safeguards that ensure it shuts down if it overheats. Ensure the ambient temperature is not too high and always maintain clearance around the device so it can ventilate properly.

Is your problem not listed?

Have you checked all the steps above, is the defect not listed, or is the Qwiek.up still not working? Do not attempt to unscrew and open the device yourself.

In that case, contact Qwiek Technical Support directly:

Phone: Call +31 45 3690510 and select option 2 in the menu.
Email: Send an email to ts@qwiek.eu.

The technical support team will be happy to help you resolve the problem professionally, so your residents or clients can quickly enjoy the images again.