Theralase® Technologies
Technical Support
Frequently Asked Questions
TLC-2000 Software
If you are experiencing any type of laser probe connection issues, please try the following:
- Restart the Surface/Computer.
- Update your Surface/Computer. Go to Settings > Update & Security > Windows Update. If updates are available, they may be ready for installation. Otherwise, select Check for updates to see if any updates are available for your device. You may need to restart your device to install Surface and Windows updates.
- Force a shutdown by pressing and holding a volume up and a power button on the Surface/Computer for at least 15 seconds.
If the problem is not resolved by taking these measures, please contact Theralase Customer Support by calling 416-699-5273 or submit a Service Ticket.
When new treatment protocols are added to the TLC-2000 software, a notification will pop-up on the application’s home page indicating that a software update is available. You may upgrade the software whenever it is most convenient for you. The upgrade is not done automatically so as not to interrupt any patient treatments and/or clinic flow.
Yes. If you do not find the condition that you are looking to treat, you have one of two options:
- Select a condition from the list that is closest in terms of anatomical location and treatment depth; or,
- Create a custom protocol (Note: The treatment parameters depend on the patient’s physical characteristics).
Once you have created a custom protocol within “Custom Settings”, go to “Advanced Treatment”, select the patient that you would like to treat, and click on the ‘+’ icon at the top, which will take you to the “New Diagnosis” window. Under Section 3: Select Condition, you will see a “Custom Protocols” tab beside “Diagnosis”. Click on this tab, select the custom protocol that you would like to use, and confirm your selection by hitting the checkmark near the bottom.
The custom protocol should now appear on the list of diagnoses for that particular patient and you can proceed as you normally would.
The TLC-2000 software will continue to function even if you are not connected to the Internet. However, it is important to re-connect to the Internet once it is available, so that your patient treatment data can be backed up to the cloud.
TLC-2000 Hardware
If the power supply (i.e.: Power Pack) is not working, please check the following:
- The power supply cord is properly connected to the power pack.
- The power supply cord is properly inserted into the power outlet.
- Try a different power outlet.
If all the electrical connections are good, please contact Theralase Customer Support by calling 416-699-5273 or submit a Service Ticket.
Based on recommendations from the Official Microsoft Surface troubleshooting guide. For the full guide, visit: https://support.microsoft.com/en-us/help/4484763/surface-fix-issues-with-your-power-supply
If the LED light on your Surface charger is off, blinking or flashing, please follow these steps:
- Check cables and reset your power supply unit. To reset a power supply unit, unplug it from the Surface and the power outlet and wait for 10 seconds before plugging it back in.
- Plug it in the other way. Flip the charger 180 degrees and plug it back in.
- Plug a charger into a different power outlet.
If the issue still occurs, please contact Theralase Customer Support by calling 416-699-5273 or submit a Service Ticket.
Based on recommendations from the Official Microsoft Surface troubleshooting guide. For the full guide, visit: https://support.microsoft.com/en-us/help/4023536/surface-surface-battery-wont-charge
If your Surface is not charging or turns off when you disconnect it from the power outlet, try the following:
- Make sure that the connections are secure.
- Shut down and charge your surface for at least 30 minutes.
- Install Updates. Go to Settings > Update & Security > Windows Update. If updates are available, they may be ready for installation. Otherwise, select Check for updates to see if any updates are available for your device. You may need to restart your device to install Surface and Windows updates.
If the issue still occurs, please contact Theralase Customer Support by calling 416-699-5273 or submit a Service Ticket.
Based on recommendations from the Official Microsoft Surface troubleshooting guide. For the full guide, visit: https://support.microsoft.com/en-ca/help/4023537/surface-wont-turn-on-or-wake-from-sleep
If your surface is not turning on or waking up after a sleep mode, try the following:
- Disconnect all accessories and make sure your tablet is charged.
- Use the following keyboard shortcut: Windows logo key + Ctrl + Shift + B or quickly press the volume-up and volume-down buttons on the surface three times.
- Force a shutdownby pressing and holding a volume up and a power button on a Surface for at least 15 seconds.
If your Surface still does not turn on, please contact Theralase Customer Support by calling 416-699-5273 or submit a Service Ticket.
Recalibration for the TLC-2000 Laser System is required every 2-3 years. Please contact Theralase Customer Support by calling 416-699-5273 or submit a Service Ticket to receive instructions on how to send your device to the Theralase Office.
If you are hearing any irregular noise(s) coming from the laser device, please stop using the device and send it back to the Theralase Office for inspection and testing.
Please contact Theralase Customer Support by calling 416-699-5273 or submit a Service Ticket to receive instructions on how to send your device to the Theralase Office.
If the laser probe screen is not working, we advise you to ship your laser system to the Theralase Office for inspection and testing.
Please contact Theralase Customer Support by calling 416-699-5273 or submit a Service Ticket to receive instructions on how to send your device to the Theralase Office.
If any of the laser diodes are not working, we advise to ship your laser system to the Theralase Office for inspection and testing.
Please contact Theralase Customer Support by calling 416-699-5273 or submit a Service Ticket to receive instructions on how to send your device to the Theralase Office.
Please contact Theralase Customer Support by calling 416-699-5273 or submit a Service Ticket to order replacement parts.
If the fan on the laser probe is not working, please stop using the device to prevent overheating and send it back to the Theralase Office for inspection and testing.
Please contact Theralase Customer Support by calling 416-699-5273 or submit a Service Ticket to receive instructions on how to send your device to the Theralase Office.
This issue can be caused by a defective probe cable. We advise you to send it back to the Theralase Office for inspection and testing.
Please contact Theralase Customer Support by calling 416-699-5273 or submit a Service Ticket to receive instructions on how to send your device to the Theralase Office.