You are here: Home > Support > Troubleshooting


Troubleshooting

Having trouble with your device? The Naväge Nose Cleaner comes with a one-year limited warranty against manufacturing defects, and we will replace it at our sole expense if it’s defective.

As the result of extensive customer feedback, we’ve learned most problems that first appear to be product defects have simple solutions and are easily fixed – usually just by better understanding how the device works. The fastest way to help you get on track is a short phone call with one of our customer service reps who are caring, knowledgeable, and daily Naväge users themselves. Please call customer service at 800 248-7550, M-F, 8:30-5:30 ET. We’re eager to help!

If you’d prefer to get started on your own, we’ve posted some terrific troubleshooting videos below. In addition, below, we have provided a number of very effective step-by-step troubleshooting techniques.





Troubleshooting 101: Device Basics


First, here’s an important reminder about the Naväge Nose Cleaner: The Nose Cleaner requires the presence of a genuine Naväge SaltPod® capsule to operate. In other words, the power button can only be pushed in to turn on the motor and open the drain valve (it’s a 2-stage switch) when a new SaltPod has been placed in the crushing chamber and the lid is clicked shut – and not reopened (no peeking!).

Power Button and Pump


Rinsing Areas Image1. Remove the upper tank and rinse the device with hot water for at least 30 seconds in the places marked A, B, and C in the RINSING AREAS picture. This prevents salt crystals from building up which can interfere with device operation. Please note: Do not submerge in water the mechanical module pictured below; do not rinse the bottom of the module; and do not wash any part of your Nose Cleaner in a dishwasher.

2. After rinsing those three areas,
lift the Drain Pull (C in the picture above) to verify that it is not stuck, and then release it back to the down/closed position.

3. After filling the upper tank with water, place a new, unused SaltPod in the crushing chamber, foil-side down, and firmly close the lid. You’ll know it’s properly closed because you’ll feel and hear a “click”, and the lid will stay shut.

After you’ve closed the lid, don’t re-open it (no peeking!).This is critical: if you re-open the lid after having closed it on a new SaltPod, the power button will no longer work with that particular SaltPod – even if you re-close the lid.

Designing the device to work only when it’s loaded with a new, unused SaltPod is an important safety feature because it virtually eliminates the risk of running plain, unsalted water through the nasal cavity which will cause painful stinging and burning.

We want Naväge to work for you, and we are sincerely committed to your 100% satisfaction. While experience has taught us that most problems are solved by following the instructions above, be assured that if these don’t work for you, we will do whatever is needed to get you back on track, including replacing your device.










Troubleshooting 101 : Personal Use Basics


Insufficient Suction, Salt Water Down the Throat, and Water Flowing Slowly or Not at All into the Lower Tank

The most frequent cause of insufficient suction is unintentionally positioning the nose pillows so that the tips are blocked. The nose pillow tips should be centered in the nostrils and they should be in snug, but not too snug. That is, the pillows should be pressed in tightly enough to create a seal, but not so tightly that a tip is blocked against the inside wall of your nose. If one or both tips are blocked, the suction will decrease or stop completely, and you may get water down your throat, slow-flow, or no flow at all.

We’ve found that some individuals have a tendency to press the pillows in harder, in the belief that this will create a better seal. In fact, the opposite is true; pressing harder can result in blocking the tips and reducing flow and suction. Please try these suggestions:

1. Experiment with your original nose pillows. It’s all about positioning (keep them centered) and pressure (just enough to maintain a seal). First, press the pillows in firmly to create the seal. Then once the cycle is initiated, back off a little to increase the flow. This is the opposite of what you’d expect. You would think that pressing in harder would increase the flow, but in fact, the opposite is true.

2.
Reverse the direction of flow by rotating the nasal dock 180 degrees. The saline will flow in the opposite direction, and this can often make a big difference depending on your unique anatomy.



There are arrows on the nasal dock posts that indicate the direction of saline flow, one pointing IN and the other OUT. Most people find that it’s easier to irrigate in one direction than the other. We encourage you to experiment and find out which is best for you.

3.
Practice creating a closed system in your nasal cavity. While irrigating, say or sing, “Ähh…” Seriously, say or sing “ahh”, just like you would for a doctor examining your throat. Then take another breath and sing it again! Other words you can try saying are "Coca-Cola" and "sung". This helps close the soft palate which separates the oral cavity from the nasal cavity. Especially if you are new to nasal irrigation, this may take some practice initially, but you will get the hang of it very soon.

4.
Keep at it! For some people there's a short learning curve, but persistence pays. Learning Naväge nasal irrigation has a big payoff with great benefit.

5.
If these suggestions don’t help, we will replace your device. But let’s start with the above, because we’ve come to learn that most suction, slow-flow, and water-down-the-throat problems are caused by blocked pillow tips, not by the device itself.





We want Naväge to work for you, and we are sincerely committed to your 100% satisfaction. While experience has taught us that most problems are solved by following the instructions above, be assured that if these don’t work for you, we will do whatever is needed to get you back on track, including replacing your device.


We sincerely appreciate your business and want you to have the best possible Naväge experience, so please let me know how I can be of further assistance. You can contact us directly by replying to this email or by calling (800) 248-7550 from 8:30-5:30, M-F, Eastern Time. We’re here to help!