FREQUENTLY ASKED QUESTIONS

Welcome to the Frequently Asked Questions (FAQ) section of our website. Please explore the accordions below or use the search box to look for an answer to your question.
  • Before you Buy
    • Where can I puchase the PEN and how much does it cost?
    • What does the PEN display?
      • LOCKED PEN: The PEN displays a static image of a Heart and ECG wave with your average heart rate after each recording.



        UNLOCKED PEN: During recording the PEN displays a real-time ECG waveform along with an audible beep that represents your heart rate. Recordings are time stamped and can be reviewed on the PEN. At the end of recording your heart rate (HR) will be displayed as well as an indication of normal heart rhythm or other findings.


    • Do I need a prescription from a physician to unlock the PEN?
      • No prescription is required. Simply submit one ECG for interpretation (the first one is free) in order to unlock the PEN. Submitting your ECGs is quick and easy to do using the GEMS™ Home software. Your ECG report will be ready in less than 48 hours.

        GEMS™ Home will notify you when a new report is ready for download. Clicking on the notification area will facilitate downloading the report. You will then be able to view the interpreted ECG report, unlock the PEN and view all your ECG waveform recordings in GEMS™ Home.



    • What is the difference between a Locked and Unlocked PEN?
      • When you purchase a PEN it will be supplied locked.

        A Locked PEN will display a beating heart symbol instead of the ECG waveform and you will not be able to view the waveform when you import recordings to GEMS™ Home.

        An unlocked PEN will display the ECG waveform during recording, you will be able to play back the ECG waveform on the PEN and you will be able to view ECG waveforms in all recordings you import to GEMS™ Home.

        Unlocking your PEN is free and easy.

    • Does GEMS™ Home work on a MAC?
      • While the traditional GEMS™ Home will not work on a Mac without the use of an emulated Windows environment, we now offer our updated GEMS™ Home Flex software that is available for download for either Windows or Macintosh operating systems.
        Click Here to visit the download page for GEMS™ Home Flex.

    • If I try the device and am not satisfied with it what is the return policy?
      • CardioComm Solutions, Inc., does not accept returns of products except as noted by the product warranty. Please refer to your specific product warranty and contact our support department for further assistance. In general, warranty repairs and replacements are for defective product only.

    • I have received a discount offer but when I try to order online I see a higher price, what's going on?
      • After you enter your contact information/address and click through to the next screen you will see Discounts at the top of the page. Enter your coupon code into this field, click apply and the discount will be applied to your order.

        Keep in mind if you are purchasing the PEN from outside of the USA the store will automatically calculate the purchase price from USD to your local currency which may also account for a price variation.

    • Can I use the HeartCheck™ PEN if I have an implanted pacemaker?
      • The HeartCheck™ devices will allow a person to record and assess the rate, rhythm and morphology of their heart's electrical activity (an electrocardiogram or ECG) with the help of an experienced ECG reader.

        Where a person has a pacemaker implanted, The HeartCheck™ device will allow capturing of the ECG which may help in identifying pacemaker activity. When a pacemaker is not working, the heart's normal sinus rhythm (called NSR) is controlling the heart's activity. During this time of NSR, an ECG recording would allow that person's own cardiac rhythm to be captured for review to see if there is an arrhythmia present or not.

        Where a cardiac pacemaker is active the majority of the time, The HeartCheck™ device would confirm the pacemaker is working.

        If a pacemaker is not on all the time, the HeartCheck™ ECG devices would be useful for the monitoring of arrhythmias or rhythm disturbances when the pacemaker is not on.

        Using a HeartCheck™ ECG device does not interfere with a pacemaker's operation and there is no risk to you or your implanted device. The contraindication noted in the product material related is simply to the fact that no NSR or biologically based rhythm disturbances can be detected with the HeartCheck™ ECG device while a pacemaker is working.

    • I had a heart attack, would the HeartCheck™ ECG PEN be useful to me to monitor myself?
      • The HeartCheck™ ECG PEN is appropriate to monitor and record your heart rate, heart rhythm and ECG morphology. The HeartCheck™ device can be used to monitor under routine use or when symptoms are felt to help rule in or rule out the presence of a cardiac rhythm disturbance during the recording period.

        Changes in the heart rhythm or ECG characteristics (such as QRS morphology or duration) can occur after a cardiac event such as a heart attack. The device is not appropriate for determining if a heart attack is occurring. If there is any chance of a heart attack, the appropriate response is to dial 911 right away. The HeartCheck™ ECG PEN is not appropriate for diagnosis of blockage in the coronary arteries.

  • About the HeartCheck™ PEN Device
    • I bought the PEN, why did I only receive a manual in French?
      • Please ensure you check the inside of the HeartCheck™ Device box. The English manual will be below the tray on which the device sits, along with the USB cable. You may also download the Manual in PDF form from our website HERE

    • Why doesn't my PEN turn on?
      • Please double check that you are using new AAA batteries, and that they are NOT Duracell Quantum batteries as they are not supported on the device. In addition the Power button on the device needs to be held down for a second or two.

        Please note we have recently become aware of certain batches of regular Duracell coppertop batteries that have not been manufactured to standard and as such do not make proper contact with our device connections preventing it from turning on. Using a different brand of batteries may help solve an issue in the case of a device not turning on.

        If you are still experiencing an issue with the device turning on please contact our Customer Support for further assistance.

    • Why can't I save an ECG on my device?
      • Once the recording has completed quickly but firmly press the Power/Ok button. Too long a press of this button will result in backing out of the screen and the recording not being saved. For more information please see our HeartCheck™ ECG PEN Tips and Common Errors video

    • How do I unlock the PEN?
      • In order to Unlock the HeartCheck™ PEN you Must Upload your One Free ECG for interpretation to the GEMS™ Home Call center. View the video below for more information beginning at the 5:20 mark.



    • Why won't the PEN unlock after receiving my first ECG report?
      • The report Must be viewed in the Smart Monitoring tab of GEMS™ Home then Select the Unlock icon under Manage Data.

    • I'm having trouble using the PEN. How do I get a good recording?
      • Please review our instructional video on HeartCheck™™ ECG PEN Tips and Common Errors:



    • Where can I find more information on using the PEN?
      • A large number of instructional videos on using the PEN can be found on our site HERE

  • About the GEMS™ Home Flex Software for Windows and Macintosh
    • What is the difference between GEMS™ Home and GEMS™ Home Flex?
      • GEMS™ Home Flex is the latest release of our free software with the ability to connect your HeartCheck™ device to download, view, save and print your recorded ECGs. GEMS™ Home Flex has an updated look and feel over our Windows based GEMS™ Home software, while sitll retaining all of the existing funcitonality. GEMS™ Home Flex has the added benefit of being available for both Windows and Microsoft operating systems, as opposed to GEMS™ Home which is only available for Windows platforms.

    • Is GEMS™ Home Flex compatible with Mac?
      • Yes! GEMS™ Home Flex is available for download for either Windows or Macintosh operating systems.
        You may download GEMS™ Home Flex for Mac from our download page Here.

    • Where can I download GEMS™ Home Flex?
      • You may download GEMS™ Home Flex for either Windows or Macintosh operating systems from our download page Here.

    • What can I do with GEMS™ Home Flex?
      • GEMS™ Home Flex offers a lot of utility as outlined on this page: GEMS™ HOME FLEX

        LOCKED PEN: GEMS™ Home Flex can import and permanently store your ECG recordings made with the PEN on your PC. You can keep a diary of notes for each of your ECG recordings and view your average heart rate for each recording.

        You may upload your recordings to our coordinating center for triage by a technician ($4.99) or interpretation by a physician ($12.50). The first interpretation by a physician is free and allows you to permanently unlock the PEN once completed.

        UNLOCKED PEN: You may view and print all ECG recordings with ECG waveforms displayed. Reports from our coordinating center will also display ECG triage or interpretation information and measurements.

  • About the GEMS™ Home software for Windows
    • Where can I download GEMS™ Home?
      • You may download our traditional PC based GEMS™ Home from Here.
        We now offer our updated GEMS™ Home Flex software that is available through our software download page

    • What can I do with GEMS™ Home?
      • GEMS™ Home offers a lot of utility as outlined on this page: GEMS™ HOME

        LOCKED PEN: GEMS™ Home can import and permanently store your ECG recordings made with the PEN on your PC. You can keep a diary of notes for each of your ECG recordings and view your average heart rate for each recording.

        You may upload your recordings to our coordinating center for triage by a technician ($4.99) or interpretation by a physician ($12.50). The first interpretation by a physician is free and allows you to unlock the PEN.

        UNLOCKED PEN: You may view and print all ECG recordings with ECG waveforms displayed. Reports from our coordinating center will also display ECG triage or interpretation information and measurements.

    • How do I install .Net 3.5 on various operating systems?
      • Installation instructions for .NET 3.5 can be viewed by clicking here

    • Can I downgrade GEMS™ Home to an older version?
      • No, downgrading could cause unknown behavior and is not supported.

    • Can I use more than one copy of GEMS™ Home with my HeartCheck™ PEN Device?
      • If you choose you can install GEMS™ Home on more than one PC or laptop to use with your HeartCheck™™ device.

        Things to keep in mind if using more than one instance of GEMS™™ Home. You will need to create a user for each version of GEMS™ Home and verify your email and HeartCheck™ device. Data stored on one instance of GEMS™ Home will not be shared with another instance; your data on each install of GEMS™ Home will be completely separate. ECGs you send up to Smart Monitoring for review will only be viewable and reports returned to that instance of GEMS™™ Home, they will not be viewable in all instances of GEMS™ Home.

    • Why am I getting error messages/is GEMS™ Home not behaving as it should?
      • Please ensure you have the latest version of GEMS™ Home installed. The version number is displayed in the window bar when the application is open at top left next to the name. The current release version is 1.5 and can be downloaded from our software download page.

        Things to keep in mind if using more than one instance of GEMS™ Home. You will need to create a user for each version of GEMS™ Home and verify your email and HeartCheck™ device. Data stored on one instance of GEMS™ Home will not be shared with another instance; your data on each install of GEMS™ Home will be completely separate. ECGs you send up to Smart Monitoring for review will only be viewable and reports returned to that instance of GEMS™ Home, they will not be viewable in all instances of GEMS™ Home.

    • I receive a PayPal Transaction Invalid message when choosing a review option in GEMS™ Home?
      • If you are receiving a "This Transaction is Invalid" message like the one below please follow the instructions to apply a patch to resolve the issue;


        Instructions:

        1) Download PayPalFix.exe file

        2) Run PayPalFix.exe and note that it finishes successfully without reporting errors.

        3) PayPal will now allow the transactions thru on your next Smart Monitoring review request.

        Please Note: the patch needs to be applied for each Windows user (not GEMS™ Home) separately. If more than one users logs onto the PC and uses GEMS™ Home then each user will need to run the patch while logged in.

        If you are still experiencing issues please contact Customer Support at support@theheartcheck.com

    • Why can I not see ECGs on the software like I was able to on my older computer after reinstalling GEMS™ Home?
      • You will need to re-authenticate your HeartCheck™ ECG PEN device on the new computer. To do this follow the following steps.

        1. Open GEMS Home
        2. Click on Preferences
        3. Select Device Authentication tab
        4. Click Authenticate Device
        5. Then Click Ok.

        Now you should be able to see the waveform in GEMS Home and to print local ECG reports.



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