Troubleshooting the PaloVia Laser

Answering Questions about Your PaloVia Skin Renewing Laser

Use the chart below to help solve problems that may arise when you use your PaloVia laser. If you still have questions, please visit FAQs or call Customer Care at 1-866-PALOVIA (1-866-725-6842), and we'll be happy to help.

 

ProblemPossible CauseHow to Resolve
Handpiece won't power on
  • Pressed wrong button
  • Power Button is the smaller button on the bottom of the Handpiece
  • Battery charge depleted
  • Recharge the Handpiece
  • Handpiece plugged into Charger
  • Unplug the Handpiece from the Charger before use
  • Power Button released too quickly
  • Press and hold the Power Button until “PaloVia” appears on the LCD Screen (about 1 second)
Laser won't activate
  • Pressed wrong button
  • Activation Button is the larger button near the top end of the Handpiece
  • Battery charge low
  • Recharge the Handpiece
  • Room temperature is too high or too low
  • Store Handpiece for 2 hours in a cool, dry place before restarting the laser
Blue Contact Light does not illuminate
  • Treatment Window is not in good contact with skin
  • Adjust Handpiece placement and try again
  • Used 25 applications within an 8-hour period
  • Wait 8 hours before reusing the laser
  • Skin not prepared for treatment
  • Apply PaloVia Pre-Treatment Gel to clean, dry skin prior to using the laser
Can't adjust intensity level
  • Pressed wrong button
  • Intensity level is controlled by the Activation Button near the top end of the Handpiece
  • Not holding Activation Button long enough
  • Hold the Activation Button for several seconds to toggle between intensity levels. Release button when desired level appears on LCD Screen.
  • Pressed Activation Button while Treatment Window was in contact with skin
  • Remove Treatment Window from the skin and then, while looking at the LCD Screen, press and hold the Activation Button to toggle between intensity levels. Release button when desired level appears on LCD Screen.
Application interrupted
  • Treatment Window lost contact with the skin
  • Adjust Handpiece placement and try again
Handpiece won't charge
  • Mini-USB and/or wall plug not fully connected
  • Check both connections
Handpiece powers off
  • Handpiece will power off automatically after 90 seconds of inactivity
  • Press the Power Button to restart