Not every issue requires repair. Use this guide to decide whether to troubleshoot at home or contact support.
Signs you may need repair
| Symptom | Likely cause | Action |
| Won't power on | Dead battery, battery asleep, or internal failure | Charge 30 min → touch battery button → try again |
| LED shows red | Sensor or motor error | Power cycle. If red persists → contact support |
| Unusual noise (grinding, clicking) | Debris or worn gear | Stop using. Contact support. |
| Burning smell or smoke | Electrical issue | Stop immediately. Remove battery. Contact support. |
| Motor feels stuck or jerky | Internal mechanical problem | Contact support. |
| Device won't detect wear (LED stays yellow) | Straps too loose or sensor issue | Tighten straps. If still yellow → contact support |
| Battery drains very fast (<30 min runtime) | Battery aging or defect | Check with support – may need replacement |
Try these first – you may not need repair
| Issue | Try this before contacting support |
| Won't power on | Charge for 30 min → touch battery button → hold power button 3 sec |
| LED yellow while worn | Tighten waist and thigh straps – take a few steps |
| App won't connect | Restart Bluetooth, power cycle device, reopen app |
| Device feels weak | Straps too loose or battery low – check both |
Many issues are strap fit or battery related – not a hardware defect.
When to contact support immediately
| Situation | Don't troubleshoot – just contact us |
| Burning smell or smoke | ✅ Contact now |
| Red LED after power cycle | ✅ Contact now |
| Loud grinding or scraping noise | ✅ Contact now |
| Device moves on its own after you stop | ✅ Contact now |
| Visible damage (crack, bent frame) | ✅ Contact now |
| Water damage (submersion, heavy rain) | ✅ Contact now |
What to have ready when you contact support
| Item | Why |
| Serial number | Identifies your device |
| Proof of purchase | Determines warranty status |
| Description of issue | What happened, when, how often |
| Video or photo (if possible) | Helps diagnose faster |
Email service@ascentizexo.com or use our support page.
Quick summary
| Your device... | Action |
| Won't power on | Charge → wake battery → try again |
| Shows red LED | Power cycle → if persists, contact support |
| Makes grinding noise | Contact support |
| Smells like burning | Stop. Remove battery. Contact support. |
| Works but feels weak | Check straps and battery level first |