TROUBLESHOOT APP

  • 1. Ensure the Sana device is charged and disconnected from the charger prior to use.

    2. Are you in an environment where there are a lot of Bluetooth devices or Wi-Fi networks around? a. This may cause interference with the Sana device’s ability to connect with the app.

    3. Is your Sana device fully charged? a. When the power switch is turned to the “On” position, amber lights will turn on for one second and then turn off.

    4. Connect your Sana device soon after you turn it on. The Sana device will stop looking for a phone after 30-60 seconds.

    5. Are your Sana Relief app and your phone’s operating system up to date?

    a. If an update is pending, this could affect the app’s performance.

    6. Verify location services are enabled for your phone in both the general and app-specific settings.

    7. Is your phone/tablet connected to the internet?

    a. Make sure Wi-Fi and/or cellular data is enabled and functioning with another app.

    8. Is Bluetooth turned on?

    a. Disconnect all other Bluetooth devices. Check that your phone is not requesting permission to accept the pairing of your Sana device.

    9. Try connecting your phone with a different Bluetooth device such as a speaker or headphones to confirm Bluetooth is working.

    10. Close out of the app completely and reopen it. Then, disconnect the Sana device from the app, reconnect the Sana device in the app, and repeat the previous steps.

    11. Uninstall the Sana Relief app from your phone, reinstall, and repeat Steps 1-9.

    12. If possible, download the app on a different phone or tablet, and repeat Steps 1-9.

    13. Reset network settings and then try the following sequence: disconnect your Sana device from the app, log out, uninstall the app, restart your phone, re-install the app, login, and connect your Sana device to the app.

    14. If you’re still unable to pair your Sana device with the app, please contact the Sana Health Customer Service Team.

    1. Having trouble scanning for your device, or received a replacement device?

    2. Select the More tab, and then select My Sana Device Details.

    3. At the bottom of the screen, select Disconnect Sana device.

    4. Tap Disconnect My Sana on the next screen and then Confirm the prompt.

    5. You can confirm the Sana device has been disconnected when the My Sana Device Details option disappears from the More tab. On the My Relief tab, there will be the option to Connect your Sana Device again.

  • There are a few ways to find instructions. You can refer to the Quick-Start guide included in the pouch of your travel case or watch the view our Instructions For Use.


  • Please delete and reinstall the Sana Relief app on your phone or tablet.

  • 1. Make sure there are no spaces between letters and no letters are capitalized in your Email.

    2. Verify your phone is up-to-date, update the software if needed, and then try log in to the app.

    3. On the Log In screen, select Forgot Password?, enter your Email, and select Next to receive a code via email to enter in the Sana Relief app and set a new password.

    4. If logging in and you see a loading icon/spinning circle, and an Email Validation screen dimmed in the background, please proceed with Step 5.

    5. If still unable to log in, please contact the Sana Health Customer Service Team.

TROUBLESHOOT DEVICE

  • 1. Is your Sana device fully charged?

    a. The lenses will turn blue while charging and turn off when complete. A quick, 30-minute charge will be enough to run a session!

    2. Fully charging your Sana device can take about 4 hours. The blue lights will turn off when charging is complete.

    3. Amber lights will show in the lenses for a second when the power button is switched on to indicate the Sana device is on.

    4. If the lenses do not turn blue: hold the Sana device close to your face to verify, and make sure the connection of the charger is secure.

    5. If the charger still does not work, connect the Sana device to a different micro-USB charger if available.

    6. If the lenses still do not turn blue: connect the charger to a different device if possible, and test that the socket is working with a different plug.

    7. If the Sana device will still not turn on, please contact the Sana Health Customer Service Team.

  • 1. NOTE: If not using the Sana-provided headphones, make sure they are wired (not Bluetooth/AirPod) and have a 3.5mm audio jack with 3 rings on the plug.

    2. Are the headphones fully plugged into your Sana device?

    3. Put your headphones on and turn on the Sana device. The amber lights will turn on, and you will hear a sound for about 1 second.

    4. Start a session in the Sana Relief app and listen for clear sounds through the headphones.

    5. Hold the volume +/- button, located on the top-left side of the Sana device, towards the center for maximum volume when the Sana device is running a session.

    6. Unplug and plug back in the headphones. If no audio is present, disconnect the provided headphones and try a different set of headphones.

    7. If there is still no sound coming from the Sana device or the Sana headphones are not working, please contact the Sana Health Customer Service Team.

  • 1. Make sure the Sana device is turned on and properly connected with the app.

    2. Start a session.

    3. Check that a session is running and has started by listening for sound in the headphones.

    4. Press and hold the light +/- button (top-right) towards the center for maximum brightness. Try to be in a dark environment to ensure lights are visible.

    5. Disconnect the Sana device from the Sana Relief app, close out of the app completely and reopen it, turn the Sana device off, reconnect the Sana device, and try the previous steps again.

    6. If the lights are still not functional, please contact the Sana Health Customer Service Team.

  • 1. Adjust the strap to fit the size of your head.

    2. Perform a pull test: hold the Sana device in one hand and pull slightly on the strap. Look for significant gaps around the plastic, and make sure the strap is still secured to the Sana device.

    3. If still experiencing issues with the Sana device strap, please contact the Sana Health Customer Service Team.

  • 1. Ensure the Sana device is fully charged: plug the charging cable into the port.

    2. The Sana device will need to charge with the power button “off” for a minimum of 30 minutes for one use and 4 hours for a full charge. The lenses are blue when charging, and turn off when finished.

    3. Turn the Sana device off, then on, and restart the session.

    4. If the Sana device is still shutting off before the session has ended, please contact the Sana Health Customer Service Team.

  • The primary error you will notice on your Sana Relief app is when you aren’t connected via Bluetooth to your Sana device. Be sure to check the Bluetooth is on your phone/tablet and turn on your Sana device, then press Connect your Sana Device.

  • There are a few ways to find instructions. You can refer to the Quick-Start guide included in the pouch of your travel case or watch the view our Instructions For Use.


  • Feel free to give us a call or text us at 720-310-3370 or send us an email at support@sana.io. We are here to help and would love to hear from you.

FIT ISSUES

  • The Sana device should be comfortable to wear. Please get into your chosen location for therapy and put the Sana device on. Adjust the strap and position so the Sana device fits snugly but comfortably to your face and shuts out most of the ambient light. If the Sana device is too loose, you should tighten the adjustable strap.

  • The Sana device should be comfortable to wear. Please get into your chosen location for therapy and put the Sana device on. Adjust the strap and position so the Sana device fits snugly but comfortably to your face and shuts out most of the ambient light. If the Sana device is too tight, you can loosen the adjustable strap to ensure it is more comfortable.