Step-by-step checks for a Laser Pro Mask or Neck & Chest Mask that won't power on.

Work through these steps in order, most cases resolve at one of the first few.<h2 id="laser-pro-mask">Laser Pro Mask</h2><ol><li>Charge it fully. Use the included USB-C cable, the light should turn from red to solid green before you unplug it.</li><li>Try a different cable and adapter.</li><li>Confirm the mask is unplugged from the charger before trying to turn it on. The mask cannot power on while it&apos;s still connected to the charger.</li><li>Use the correct technique. Press and hold the button on the right side of the mask for a full 2 seconds, you should hear a single beep and see the green side light. A quick tap won&apos;t register.</li></ol><h2 id="neck-and-chest-mask">Neck and Chest Mask</h2><ol><li>Check the port. The remote has a top port and a bottom port, the bottom is for charging the remote only and will never power the mask, even if the remote shows a full charge. Make sure the device cord is in the top port, pushed all the way in until fully seated.</li><li>Charge it fully, then try again.</li><li>Try a different cable and adapter to charge the remote.</li><li>Confirm the remote is unplugged from the charger before connecting the Neck and Chest mask and trying to turn it on. It runs on its own battery, not while charging.</li><li>Use the correct technique. Press and hold the power button for about 3 seconds on the remote after you have connected the mask to one of the top ports.</li></ol>Still nothing? Reach out to our support team, a short video showing what happens when you try to power it on helps us confirm what&apos;s going on fastest.

My device won't turn on

What to check if your device shuts off before your session ends.

<ol><li>Charge it fully first. A device that shuts off within a minute or two is often simply low on charge.</li><li>Confirm you&apos;re starting a proper session (say &quot;Hi mask&quot; or start from the remote) rather than a brief wake.</li><li>If it still cuts out before the session timer completes after a full charge, this points to a battery or hardware fault. File a warranty claim and include when it started and what you&apos;ve tried.</li></ol>

My device powers off early or won't stay on

The quick fix for a Neck & Chest Mask that won't light up, usually the port.

This is the most common Neck &amp; Chest question and usually has a quick fix:<ul><li>The cord must plug into the top device port on the remote. The bottom port is charge-only, if the cord is there, the remote will appear on but the pad won&apos;t light.</li><li>Move the cord to the top port and try again. If the pad lights up, nothing further is needed.</li><li>Ensure the remote is fully charged. The battery icon in the top right of the display shows the current battery status, we always recommend charging it fully before use.</li><li>If it still won&apos;t light with the cord correctly in the top port, this may be a genuine fault. Send us a short video showing the remote plugged into the top port with the pad not lighting, this helps us confirm what&apos;s going on fastest.</li></ul>

My Neck & Chest remote isn't working (pad won't light up)

Steps to take if your device's battery drains quickly or won't hold a charge.

<ol><li>Charge fully with the supplied cable and adapter.</li><li>Swap the cable if you have another compatible one &#x2014; cables fail more often than batteries.</li><li>If the battery drains far faster than expected or dies after nearly every use, that&apos;s a likely battery fault. Reach out to our <a href="https://erythroslight.com/contact-support" target="_blank" rel="noopener noreferrer">support team</a>, a short video showing what happens when you try to power it on helps us confirm what&apos;s going on fastest.</li></ol>

My battery won't hold a charge

What to do if your remote won't connect to your device.

<ol><li>Power on the mask/device first, then the remote.</li><li>Make sure both are charged.</li><li>Retry the connection. If it still won&apos;t connect, contact us with your product and what you&apos;ve tried.</li></ol>

Remote not connecting

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Erythroslight

Quick fixes for common issues with your Laser Pro Mask, Neck & Chest Mask, and remotes, and when to contact our support team.

Troubleshooting

How to set up your Laser Pro Mask

How to set up your Neck & Chest Mask

Charging your devices for the first time

Before your first session

How to use the remote

How to select the right treatment for you