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Remote Technical
Support Team

Get help with technical support and training with our technical support team who can provide a wide range of remote support including equipment installation and training, software updates and troubleshooting.

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Unlimited remote coverage for your software integrated devices supplied by Promed which includes remote software support, technical support and upgrades to the latest software versions.
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Our technical support team can provide a wide range of remote support including equipment installation and training, software updates and troubleshooting.
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Our technical support team have ISO 9001:2015 accreditation and work to both EN 60601-1 and EN 62353 standards.

“We had an issue with a New ABPM Monitor not recording, phoned Promed and Frank was our tech support agent. Not only did he sort out the issue but phoned back later in the day to make sure it was working without any further issues.”

Amjed

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Frank CroninFrank Cronin

Frank Cronin, Technical Support

Our Technical Support Plan provides GP practices with comprehensive remote coverage for all software-integrated devices supplied by Promed. This plan includes unlimited remote software assistance, technical support, and seamless upgrades to the latest software versions. Offering exceptional value, peace of mind, and complete transparency with no hidden fees, it's designed to keep your practice running smoothly and efficiently.

Benefits of our Remote Technical Support Team

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Prolong equipment lifespan
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Maximise device uptime to boost revenue
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Ensure reliable, accurate device performance

Book an appointment to assist with equipment technical support, installation and training of custo med devices, and to ensure software is up-to-date.

Carol Jones, Technical Support

FAQs

Find answers to common support queries on troubleshooting, connectivity, and software updates. Need more help? Book a support session or contact [email protected]

Promed provides remote assistance for equipment installation, training, software updates, troubleshooting, and device connectivity issues.

If your device is part of a Promed Technical Support Plan, you have unlimited remote coverage for software-integrated devices. Otherwise, support may be available as a one-time service with an additional charge.

You can book an appointment through our website or by contacting our technical support team. Details below.

Try the following steps:

  • 1. Ensure Bluetooth is turned on in your PC settings.
  • 2. Check if the Bluetooth Nano (USB) appears in your device list.
  • 3. If not, try plugging the Nano into another USB port.
  • 4. If connection issues persist, test with a different Nano or contact Promed Tech Support for driver updates.
  • 5. Ensure the ECG is set up correctly in the Custo Diagnostic Client software.

The Custo Diagnostic Software must be set up on the new server. Before contacting Promed, ensure your IT team:

  • Copies the ‘diagserverdata’ folder from the old server to the new one.
  • Provides Administrator access for updates.
  • Confirms the number of PCs needing software updates.
  • Contact Promed Tech Support to schedule the setup.

Straight red lines indicate that the device and software are working, but there is a connection issue between the device and the patient. Check the following:

  • Ensure the patient’s skin is properly prepped (clean, dry, no moisturizer).
  • Verify correct electrode placement.
  • Make sure electrode clips are clean and free of residue.
  • Check limb leads, as a poor limb lead connection can affect all readings.

Yes, Promed provides software upgrades. Some older versions may require an upgrade for compatibility. Contact us for more details.

If you have several devices and expect future changes, our Tech Plan might be a cost-effective solution to spread out expenses over time. Contact us and we will discuss the best options for you.

You can contact our team via:

Book an in-person consultation to discover the benefits Promed can provide to your practice.