Home Troubleshooting

Troubleshooting

Step-by-step guides for common issues with your CHOUOHC Radiance LED Mask
6 articles

Remote / controller not charging or won't hold a charge

Remote / controller not charging or won't hold a charge The remote (controller) is the power source for your CHOUOHC Radiance LED Mask. If it's not charging correctly or losing charge faster than expected, work through the steps below before reaching out to us. What to expect from a healthy remote - Charge time: approximately 3 hours for a full charge - Indicator lights: the lights on the remote will turn off when fully charged — this is how you know it's done - Battery life: the remote is designed to last approximately 3 full sessions before needing to be recharged - If you're charging every night after a single 20-minute session, the battery is not performing as it should Step 1 — Use only the provided charging cord and adapter This is the most common cause of charging issues. Using a third-party cable or USB adapter can prevent the remote from charging correctly. - Use only the charging cord and adapter that came in the box - Do not substitute with a phone charger, laptop USB port, or any other cable Step 2 — Charge for the full 3 hours A partial charge can cause the remote to appear charged but cut out mid-session. - Plug in the remote and leave it untouched for the full 3 hours - The charging indicator lights will be on during charging and will turn off when the charge is complete - Do not unplug early Step 3 — Check the charging indicator lights While the remote is plugged in: - Lights on = currently charging ✓ - Lights off = fully charged ✓ - Lights not coming on at all = the connection may not be made properly, or there may be a fault If no lights come on when you plug in the remote, try reseating the cable firmly at both ends. Step 4 — Test after a full charge Once fully charged, test the remote by holding the power button for 3 seconds. A quick press will not turn it on — it requires a held press. - If it turns on and runs for a full session → charging issue may have been resolved - If it still cuts out quickly or won't turn on → there may be a fault with the battery Still not working? If you've completed all the steps above and the remote is still not holding charge, please contact us. We'll ask you to send a short video showing the charging process and the remote being turned on so our team can assess the issue. Contact us at support@chouohctokyo.com or use the chat on our website.

Last updated on Apr 02, 2026

Mask won't turn on

Mask won't turn on If your CHOUOHC Radiance LED Mask isn't responding when you try to turn it on, work through the steps below in order. Step 1 — Hold the button, don't press it This is the most common reason the mask appears unresponsive. The power button requires a held press of 3 seconds to turn the device on. A quick tap will not work. - Press and hold the top button for a full 3 seconds - You should see the LED lights illuminate and the mask begin its session - If nothing happens after a 3-second hold, move to Step 2 Step 2 — Check the remote charge The mask is powered by the remote (controller). If the remote is out of charge, the mask will not turn on at all. - Plug the remote in using the provided charging cord and adapter only - The indicator lights on the remote will turn on during charging and turn off when fully charged - Allow the full 3 hours to charge — do not unplug early - Once charged, try holding the power button for 3 seconds again Step 3 — Check the connections - Make sure the charging cord from the remote is firmly plugged into the neck piece connection port - The mask will not power on if the connection is not seated properly - Try removing and re-inserting the cord at both ends Step 4 — Check the charging indicator While the remote is plugged in, do the indicator lights on the remote come on? - Yes, lights come on while charging → the remote is receiving power, continue charging for 3 hours - Lights come on briefly then turn off → the remote may be fully charged already; try turning on with a 3-second hold - No lights at all → check the cable connection at both ends; try a different power outlet; ensure you're using the included adapter Still unresponsive? If the remote appears charged and the mask still won't respond after holding the button for 3 seconds, there may be a fault with the device. Please contact us at support@chouohctokyo.com with a description of what you see (or don't see) when you try to turn it on. We may ask you to send a short video so our team can assess the issue.

Last updated on Apr 02, 2026

Session cuts off early or mask turns off mid-treatment

Session cuts off early or mask turns off mid-treatment If your mask is turning on but stopping before the session is complete, this is almost always related to the remote battery not being fully charged. Why sessions cut off early The remote battery powers the entire session. If it doesn't have a full charge, it may run out partway through — even if it appeared to be charged. This is different from a defective unit. Work through the steps below first. Step 1 — Do a full 3-hour charge Even if you charged recently, a partial charge can cause exactly this issue. - Plug in the remote using the provided cord and adapter only - Leave it charging until the indicator lights on the remote turn off completely — this means it's fully charged - Do not unplug when the lights are still on Step 2 — Understand expected battery life The remote battery is designed to last approximately 3 full sessions before it needs recharging. Each session is up to 20 minutes. - If you're recharging after every single session, the battery isn't performing as expected - If you're getting roughly 3 sessions per charge, the battery is working correctly — just charge it every few days Step 3 — Know your session lengths by mode Each mode has a set duration. If the mask turns off after the expected time for that mode, it may have completed the session normally: - Mode 1 (top button): 20 minutes total — 10 minutes red, 5 minutes blue, 5 minutes dark red — then shuts off automatically - Mode 2 (top button, second press): 10 minutes total — 7 minutes pink, 1 minute purple, 1 minute blue, 1 minute yellow-orange — then shuts off automatically - Modes 3–6: accessed via the bottom button, each with their own durations per page 37 of the instruction manual If the mask shut off at exactly the right time for the mode you were in, it completed the session as designed. See the instruction manual (page 37) for full mode details, or watch the tutorial video at https://youtu.be/YZxKs33UEU4 Still cutting off too early? If the mask is consistently turning off well before the mode's expected duration even after a full 3-hour charge, the remote battery may be faulty. Please contact us at support@chouohctokyo.com — we'll ask you to send a short video showing the issue so our team can assess it.

Last updated on Apr 02, 2026

A specific light color isn't working

A specific light color isn't working If some lights on your mask are working but one color (most commonly red) has stopped functioning, this guide will help you determine whether it's a settings issue or a hardware fault. First: understand that colors change by design The mask cycles through different colors as part of each mode. What looks like a "missing" color may simply be the mask transitioning between stages of a session. For example, in Mode 1: - First 10 minutes: red - Next 5 minutes: blue - Final 5 minutes: dark red If you start a session and only see blue, the red portion may have already played or the mask may be in a different mode than expected. Check page 37 of your instruction manual for the full color sequence for each mode. If a specific color is genuinely not working These questions help us identify whether the issue is with the face mask, the neck piece, or the remote: 1. Does the color work in the neck piece but not the face mask, or vice versa? If one section works and the other doesn't, this helps narrow down where the fault is. 2. Does the color appear at all, or does it flicker briefly then stop? A flickering light that cuts out may indicate a connection issue or a failing LED. 3. Have you tried a different mode? Some colors only appear in certain modes. Try cycling through all modes using both the top and bottom buttons to see if the color appears in any mode. 4. Is the remote fully charged? A low battery can cause inconsistent light behavior. Fully charge the remote for 3 hours and test again. Confirming a defective light If after testing all modes and fully charging the remote a specific color still does not appear in any mode on any part of the mask, the LED may be defective. Please contact us at support@chouohctokyo.com. We'll ask you to send a short video of the mask turned on, clearly showing the color that's not working, so our team can assess the issue.

Last updated on Apr 02, 2026

The mask feels warm during use — is that normal?

The mask feels warm during use — is that normal? Yes, completely. It is normal for the mask to generate a mild warmth during a session. This is a standard characteristic of LED light therapy devices and is not a safety issue. The warmth comes from the LED lights operating at intensity during your treatment. It should feel gentle — similar to sitting in mild sunlight — not hot or uncomfortable. When to stop and check Mild warmth throughout a session is expected. However, you should stop using the mask immediately if you experience: - Pain or burning sensation — not normal, stop immediately - Skin redness, rash, or irritation that develops during use - Unusual heat coming from the remote/controller rather than the mask itself — this could indicate a battery issue and should be reported to us If you feel any abnormality on your skin or body during use, stop the session and consult a doctor if the sensation persists. The mask should not feel hot If the mask feels genuinely hot rather than pleasantly warm, or if heat seems to be concentrated in one area, that is worth flagging. Contact us at support@chouohctokyo.com and describe where you're feeling the heat and during which mode it occurs.

Last updated on Apr 02, 2026

The indicator lights on the remote are blinking — what does it mean?

The indicator lights on the remote are blinking — what does it mean? If the indicator lights on your remote are flashing or blinking, this means the battery is running low — below 10% charge remaining. This is not a malfunction. It is the remote's built-in low battery alert telling you it's time to charge. What to do Plug the remote in using the provided USB cable and AC adapter and charge for the full 3 hours until the indicator lights turn off completely (lights off = fully charged). Once charged, the blinking will stop and the mask will operate normally. Reminder: what the indicator lights mean | Indicator state | What it means | |---|---| | Lights rotating in sequence (0 → 1 → 2) | Currently charging | | All lights off | Fully charged | | Lights blinking | Battery below 10% — charge now | | Lights on during a session | Showing which mode is active | Still blinking after a full charge? If the lights continue to blink even after a complete 3-hour charge using the provided accessories, there may be a fault with the battery. Contact us at support@chouohctokyo.com.

Last updated on Apr 02, 2026