Troubleshooting

Here you will find information on troubleshooting any problems you may have when using a Pivotell dispenser
 
Error Codes
 
Mk3/11 Dispenser: ERROR will be displayed on the LCD screen in the following instances:
1, A jam in the rotation of the tray
The alarm will sound continuously in the event of the dispenser failing to rotate properly.  This might be caused by an obstruction between the body of the dispenser and the internal tray.  In the event the display will show ERROR a bettery should be removed and then replaced. Any obstruction should be removed.
2, Dispenser is upside down during an alarm time and remains upside down afterwards as well. 
A warning signal will sound and 'TILT' will show on the LCD screen.  Press button 3 once to cancel. Check the position of the internal tray to ensure that the correct medication will be available at the next alarm time.
3, Low battery or batteries in the wrong way around.  
If the batteries are low, if there is not a good connection between the batteries and the battery box, or if the batteries are in the wrong way around. ERROR will display on the LCD. Replace or remove the batteries, check the orientation.  We recommend using good quality batteries such as Duracell or equivalent.  If the batteries are in the wrong way around the dispenser will appear to start up but will then show ERROR and shut down.
 
Pivotell Advance and GSM dispensers
Error codes displayed may be:
ERROR 01: Tray jam - check for an obstruction. Use the test function to test the rotation, sound and light functions.
ERROR 04: Tray rotation problem - check for an obstruction. Use the test function to test the rotation, sound and light functions.  Observe if the cogs are rotating.
ERROR 08: After being left upside down for a period there are no doses left to present.
ERROR 10: Batteries.  Check they are in the correct way around / Roll batteries / Check battery level / Replace batteries. We recommend using good quality batteries such as Duracell or equivalent.  If the batteries are in the wrong way around the dispenser will appear to start up but will then show ERROR 10 and shut down.

General Observations
• Dispensers have been reported to have been put in the microwave, freezer, bath and ‘outside the window’ (4 floors up).
• Most problems occur due to misuse/interference.
• Users who wilfully try to get at their medication by force will eventually damage the unit. Look out for knife marks and evidence of someone trying to force it open.
• Look out for pencil/biro marks in the pill compartments. This may mean training is required regarding tipping the pills out or it may be that the person filling it has put the wrong pill in.
• Tweezers are very useful to lift out a pill incorrectly placed.
• The lock is a simple device and should only be turned gently ¼ turn. Over turning with a heavy hand can cause the lock to break or the case to crack around it (repairable).
• Where it is thought necessary keep the battery cover grub screw in place to prevent access to the battery case.
• To avoid damaging the mechanism the pill tray must not be moved around manually whilst in the case. To re-position the tray always lift it out and replace by lowering directly in the case in the correct position.
 
Frequently Asked Questions and Commonly Reported Issues
• The actual time that the pills were dispensed can be seen in the RECORD part of the menu.
• If DOSES are set to 00 then even if the alarms are set, it will not alarm.
• ‘I have just received my new dispenser but it is locked and there is no key.’ 
The unit is not locked but there is a knack to open (see instruction book) the key is inside.
• ‘The alarm sound/light has stopped working.’
Check the sound setting – it may have been inadvertently set to 00
• ‘The dispenser alarmed during the night’. 
Check the settings - usually it has been incorrectly programmed to p.m. instead of a.m. Set to 24 hour clock to avoid this happening.
• The dispenser didn’t allow for the clocks going back/forward.’ 
The date needs to be programmed into the unit. Check that automatic daylight saving (DLS) is set. Pivotell Advance and Advance GSM dispensers only - this should be EU. Mk3/11 and Pager dispensers - this should be 01.
• The unit is not rotating. 
Check there is no obstruction; check the battery level, check it is programmed correctly. Use the TEST function.
• ‘The compartments are too small I can’t get my fingers in to get the pills out, also the alarm does not stop ringing.’
The pills should be tipped out into the hand, which also stops the alarm ringing.
• There is a continuous alarm sound and ERROR on the screen.
If the dispenser has been unable to rotate due to an obstruction it will show an ERROR message and emit the error alarm which is different to the dispensing alarm. To stop alarm, take a battery out and then replace. Clear the obstruction. If
the ERROR message continues there may be another fault in which case please contact Pivotell to discuss repair.
• ‘The tray is rotating slowly.’
Check the battery level and replace if necessary.
• ‘I have dropped the dispenser, should I send it back for checking’
Use the TEST function. If all is operating satisfactorily then it is probably operating normally. For extra reassurance reset the alarms and actually watch/listen to the rotation.
• ‘If I take the batteries out will I have to reset all the alarms again?’
No, the alarm settings are retained, only the clock would need to be re-set if they are not replaced immediately.

This is the basket Message

This is the basket Message