Frequently Asked Questions

1. Check that the battery is really charged.
2. If the device is powered by AA batteries, try replacing them with brand new ones.
3. Make sure the AA battery is inserted correctly (+ to +, – to -)

1. Check that the volume on the receiver is not set to “0”.
2. Check that the volume on the transmitter is not set to “0”.
3. Make sure that the handset plug is properly inserted into the socket and, if necessary, push it in.
4. Make sure you are using a receiver, not a transmitter, to receive.
5. Make sure that the earphone you are using is working – try another earphone, preferably one that works on a different receiver.

For mGuide Pellegrino 2, press and hold the “-” and “+” buttons for 2 seconds. “CH” will flash on the display. The channel must be selected with the symbol “-” or “+”. To confirm your selection, press the power button briefly or wait 10 seconds.

An additional battery can be purchased later. The price of the battery includes its installation in the device.

One of the most common causes of out-of-warranty faults is leaky batteries. It happens that the user (e.g. a tourist, guest) changes the rechargeable batteries for ordinary batteries, and then someone else, unaware of it, places the device in the charger. Unfortunately, this leads to a leakage of the battery and damage to the device, which in the worst case results in a replacement cost. We advised our other clients with a large tourguide fleet to use seal stickers applied in the place where the housing cover touches the housing. The sticker may say “Do not rip!”. If the person taking care of the equipment finds damage or lack of a seal – this will be a reason to check whether the device is rechargeable. This solution has proven successful for our clients.

Your devices are equipped with disposable lanyard / laundry lanyards. Using a large number of these hooks, after some time, you can say that 1-10% of them break off. However, this is not a product defect.

Before we introduced the hooks, we used ordinary lanyards with very strong hooks. In the event of a sharp pull on the lanyard, it resulted in breaking a part of the casing because the catch line simply cut it (regardless of the model). The cost of replacing the housing, depending on the model, ranges from 45 to 80% of the value of the device (most of it is labor). Since the costs of such repairs were too high for customers using large amounts of equipment, we introduced our original hitch design. It is cost-effective and with a stronger pull, the catch breaks, not the housing. In addition, and maybe even more importantly – it protects the user in a situation when the device hanging around the neck gets stuck somewhere (we know that this is an extreme situation, but it cannot be ruled out).

The time of charging the device from zero (with the use of batteries) is up to 4.5 hours.

For mGuide Pellegrino 2:

• receiver operation time – 32 hours on 2 AA batteries
• transmitter operation time – 24 hours on 2 AA batteries

Before submitting a fault report and sending your equipment to our service center, please follow the steps below. Verifying that all points have been checked correctly may resolve the issue without requiring a service intervention.

Step 1: Check Channels and Power

1. Transmitter Channel: Ensure that only one transmitter is operating on the same channel in your immediate vicinity. Channel conflicts can cause interference.

2. Channel Pairing: Confirm that both the transmitter and the receiver are set to the exact same channel. This is crucial for proper communication.

3. Transmitter Power: Verify that the transmitter batteries are fully charged. Low power levels may result in unstable operation or a complete loss of transmission.

Step 2: Receiver and Mute Function Verification

4. Receiver Volume: Check that the receiver volume is set to maximum (or to an appropriate, audible level). Make sure it hasn’t been accidentally muted or turned down.

5. Transmitter Mute Status: Ensure the transmitter’s mute function is disabled.

   • Indicator: This usually means the green LED on the transmitter should not be flashing (it should be solid, depending on the model). If it is flashing, the mute function is likely active.

Step 3: LED Status Indicator Analysis

6. Connection Status: Check the status of the LED indicators on both devices.

   • Expected State: The LEDs on both the transmitter and the receiver should be glowing a continuous (solid) green. A solid green light typically indicates a stable connection and readiness for operation.

If your device continues to malfunction after successfully completing all the above steps, you may proceed with the service request, having confirmed that the basic settings and power supply are correct.  ⭢ GO TO SERVICE FORM