This guide helps agents diagnose common FincareAid support issues before escalation. It is organized by what the customer reports, not by product category. Agents should use this guide for approved first-line checks only. Agents must not ask customers to open, dismantle, repair, or modify medical equipment.

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Safety rule

Agents must not ask customers to open, dismantle, repair, or modify medical equipment. If a customer reports smoke, burning smell, shock risk, leakage, overheating, or any immediate safety concern, instruct them to stop using the equipment and escalate immediately.

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Troubleshooting Entry Format

Each entry follows the same structure:

• Symptom Description
• Likely Causes
• Diagnostic Questions to Ask the Customer
• Resolution Steps
• Escalation Trigger

Category 1: Equipment Not Powering On or Operating

Entry: Power Supply Checklist

Symptom Description

Customer says equipment will not turn on.

Likely Causes

1. Power cable is loose.
2. Wall socket is not supplying power.
3. Equipment power switch is off.
4. Fuse or breaker issue.
5. Internal equipment fault.