Night Shift Return Authorisation

Night Shift Return Authorisation Request Procedure

Most Night Shift issues can be resolved by making sure that the firmware is updated. There are simple steps to make sure that the device is functioning correctly.

Before obtaining Service Return Authorisation please go through the following steps:


Step 1: Have you updated the firmware?

If not plug the device into the usb port and opened the Night Shift Portal. You will be prompted to update the firmware if necessary. – Go to step 2
  Upgrade Night Shift Firmware

I upgraded the firmware and now the data on my device is gone. Can it be restored? 

This can happen if during the upgrade process the device is unplugged before the upgrade is complete. Before the new firmware is loaded onto the device, we save a copy of your data file onto your local computer. To restore the saved file, connect the device to your computer and go to the Night Shift software. When the device is detected, click the Manage Device button and then click F12 on your keyboard. Click the Restore Study Data button and follow the onscreen prompts.


Step 2: Is the neck strap faulty?
The neck strap has a 6 month warranty. If it is older please purchase a replacement neck strap, if not click on the “Obtain RA Button” at the bottom of this page and attach a copy of the customer receipt. 


Step 3: When switched on does the night shift device continually vibrates along with the yellow led flashing?

If yes, the battery is flat. When the battery gets very low, the device goes into a warning mode where it blinks a yellow light and vibrates once every five seconds, regardless of position. This indicates that the device needs to be charged. If you believe the device is fully charged, click here for instructions to test the functionality of your Night Shift before obtaining RA.

Please follow the steps below to test your Night Shift’s battery and vibration motors.

    • Step 1. Plug the device into your computer.
    • Step 2. The device turns on automatically.
      • Step 2a. If the device did not turn on automatically, please use a different cable and plug the device back into the computer.
      • Step 2b. If the device still does not turn on automatically, try using a different USB port or computer.
      • Step 2c. If the device still does not turn on automatically, leave the device plugged in for at least 15 minutes and check to see if the device has turned on by viewing the green light on the device.
    • Step 3. Push the button to turn the device off. One vibration is felt as the device turns off.
    • Step 4. After a few seconds, the device turns itself on automatically.
    • Step 5. Leave the device charging for 3 hours or until the light on the device turns off and the device is fully charged.
    • Step 6. Now that the device is fully charged, unplug the device from the computer.
    • Step 7. Put the device into “test” mode by holding the on/off button down continuously (about 7-seconds) until the device vibrates.
    • Step 8. If you are using the Neck Strap, with the blue label facing down, place the device on a flat surface. Place two fingers on the black label of the device to feel the vibrations. If you are using the Chest Belt, with the blue label facing up, place the device on a flat surface. Place two fingers on the blue label of the device to feel the vibrations.
    • Step 9. After 30 seconds, the device should begin vibrating. After the first six vibrations, did the intensity increase? Wait another six vibrations, did it increase again? There should seven levels of intensity with six vibrations at each level. Following the six vibrations at the seventh level, the vibration intensity and frequency should begin a random pattern.

If you still believe that your device is not functioning correctly, please email your Night Shift Healthcare provider with your problem and what step of the Battery and Vibration test did not work as expected. The Night Shift device is intended to be operated by the patient but is not intended to be serviced or maintained by the patient. Servicing and maintenance must be completed by the authorized distributor.


Step 4: When switched on does the night shift vibrates 3 times?

 (Three vibrations indicate that the battery is fully charged.  A fully charged battery will provide enough power for three nights use).
If the device does not vibrate 3 times, please charge for 6 hours from a wall charger or until the solid green LED switches off. (A solid green LED means that the device battery is charging, when it switches off the battery is fully charged.) If the device still does not vibrate when powered on please hold down on/off switch for 7 seconds to power the device on and place it in test mode. Place the Night Shift and a flat surface label down and wait for 1 minute to see if the device begins to vibrate. If it does not click on the “Obtain Service Return Authorisation Button” at the bottom of this page.


Step 5: The customer is suggesting that the device is not vibrating through the night?

Hold the power button for 7 seconds and release. A fully charged device will vibrate 3 times. Place the Night Shift on a flat surface label down and wait for 1 minute. If the device starts to vibrate it appears motor 1 is working. Allow the vibrations to increase in intensity for 2 minutes to check motor 2 is also working.  If it does not vibrate or the vibrations do not increase in intensity Click the Obtain Service Returns Authorisation button at the bottom of this page and upload the customer’s night shift report to help us verify the issue. (You can also see if the device is vibrating correctly by checking the detailed summary report on the portal. If the user is spending prolonged periods in the supine position, this could indicate a motor replacement is needed).


Step 6: The customer is suggesting that the device will not hold a charge?

It is very rare there is an issue with the battery. Often patients will accidentally turn the device on after a night’s use and leave the device on for the day. When they return they believe the battery has lost charge. This will be visible in the detailed report. Another reason a battery may not be holding charge is the patient is lying in the supine position for prolonged periods of time, which will cause the device to vibrate continuously and run the battery dead. This will be visible in the detailed summary report. There will be a prolonged time where the patient is lying on their back, immediately followed by the device turning itself off. This could be due to a motor issue, as in Step 5, or the patient is not responding to the device due to consuming alcohol before bed, heavy medication or the device may not be the right fit for them. If the device is not vibrating, as in the previous step, please “Obtain Service Return Authorisation Button” at the bottom of this page and upload the customer’s night shift report to help us verify the issue.


Step 7: There is something else that is not covered in this procedure.

Call 1300 76 72 79 or international +61 2 8002 8284 to obtain further help.