Question 1

What operating systems are required for device and software operation?

Accepted Answer

Chowice supports both Android and iOS operating systems.
5.0 (Lolipop) or later for Android and OS 11 or later for iOS.

Question 2

Can I use it on my cell phone? Is there an application?

Accepted Answer

Yes, most of our applications are compatible with Android and iOS-based mobile phones

Question 3

Is it certified as FCC, CE, etc?

Accepted Answer

Yes, the diagnostic devices in our system are certified by CE, FCC, etc.

Question 4

Can I customize the tablet program for my business?

Accepted Answer

Yes, we can customize and develop according to your requirements. (Additional costs may be incurred depending on the terms of the contract.)

Question 5

Can I install and use the application on a tablet or PC?

Accepted Answer

Most software is available for tablets. However, this diagnostic device does not work properly on PCs and is not recommended.

Question 6

Can I wipe the lens?

Accepted Answer

Since the diagnostic lens has a complex structure and a delicate design, we recommend that you follow the instruction manual provided at the time of purchase. If you are unsure of the exact method, please contact the support.

Question 7

How long does it take to repair the lens?

Accepted Answer

The repair time varies depending on the type and condition of the device error. It usually takes about 7 business days, excluding the shipping period. Please contact chowis@chowis.com for  exact period.

Question 8

Does the diagnostic device charge while the power is off?

Accepted Answer

The diagnostic device is charged regardless of the power condition.

Question 9

What's the difference between DermoPrime and DermoSmart? I also wonder if the software is included in the product.

Accepted Answer

Both DermoPrime and Dermosmart are professional systems. However, in some cases, Dermo Prime can diagnose both the skin, hair, and scalp  by changing the lens of the diagnostic device. However, Dermosmart's skin, hair, and scalp models are separate products. Both diagnostics come with DermoBella Skin and Hair 2 EVO software. For more information on the two products, please visit the PRODUCT page on our homepage.

Question 10

Does it work right after installation? Or do I need a separate installation process?

Accepted Answer

The diagnostic device must be paired with a tablet, smartphone, etc. The software is available on Google Play or App Store and can be easily understood by reading the user manual included in the package or watching the tutorial video on the homepage.

Question 11

Do I need a special power outlet depending on the region to use the device?

Accepted Answer

We understand that outlet specifications vary by location. Therefore, depending on the country or region, we provide the sockets required by regulations.

Question 12

I checked the Wi-Fi name (SSID) in my tablet settings, but when I select a Wi-Fi name, the Wi-Fi does not connect.

Accepted Answer

1. If you have the program installed on multiple tablets and the tablet you want to use is near another tablet that has the program installed, the device may not be able to connect because it is already connected to another tablet. You can disconnect the WiFi connection to another tablet PC, reboot the device, and connect again.

2. In the latest version of the tablet, if you don't connect to WiFi for a long period of time,  your tablet's WiFi is considered disabled. Therefore, when you try to connect to WiFi, you may not be able to connect.
- In the Wi Fi settings screen, long press the device's Wi Fi name, select 'Don't Save', then select the Wi Fi name and reconnect.

Question 13

The device does not turn on.

Accepted Answer

If the battery of the diagnostic device is not charged, the power will not turn on, so please charge the diagnostic device for about 2 hours. Please check the user manual included with the diagnostic device for how to charge.

Question 14

The image on the screen slows down or freezes while shooting.

Accepted Answer

There are two cases of speed problems on the shooting screen. 
First, it is caused by Wi-Fi interference, and in this case, please change the Wi-Fi channel of the diagnostic device. See Change Wi-Fi Channel for instructions on how to set it up.  
In another case, due to the battery level, please check the battery level in the upper left corner of the screen and continue charging the battery  if the battery level is  red.

Question 15

Diagnostic device and tablet are not connected (bad Wi-Fi connection)

Accepted Answer

1. Check the charging status of your tablet or smartphone and the device. When the battery level drops below 20%, the Wi-Fi connection level will drop to allow the device to fully charge.

2.  If you are using the device on multiple tablets or smartphones, the diagnostic tool may be connected to another tablet or smartphone. In this case, find the connected mobile device and disconnect it.

3. Check if the WiFi icon in the lower right corner of the application's main screen  is active. If the WiFi icon is disabled, please click the icon to see the SSID and connect to WiFi.

Question 16

The LED light went off and stopped working while using the skin diagnostic device.

Accepted Answer

Skin diagnostics include LED off and sleep mode to prevent battery consumption.

1. LED OFF: This function turns off the LED first if the skin diagnostic device is not used for about 10 seconds. At this time, if you press the shooting button of the skin diagnostic device, the LED turns on and you can take pictures.

2. Sleep mode: A feature that automatically turns off the power when the skin analyzer is not used for more than 10 minutes. In this case, please power the device back on.

Question 17

How does the diagnostic device connect to the app? If connecting via Bluetooth, does it come with a cable in case the Bluetooth pairing doesn't work?

Accepted Answer

The diagnostic device is connected by Wi-Fi. However, just in case, we provide additional cables.

Question 18

How can sebum and dead skin cells be measure?

Accepted Answer

Sebum and dead skin cells use oil paper and dead skin tape, respectively.

1. Sebum: Place the sebum paper close to the area you want to measure and press lightly for about 3 seconds. Remove the oil paper and take a picture with a diagnostic device. At this time, put the sebum paper close so that there is no gap on the filming screen.

2. Dead skin: Remove the film from the keratin tape and attach it to the area you want to measure. After removing the keratin tape, take a picture of the attachment surface with a diagnostic device. At this time, place the keratin tape close so that there are no gaps in the shooting screen.

Question 19

How can moisture be measured?

Accepted Answer

If you look at the front of the lens of the skin diagnostic device, you can see a metal moisture sensor. Lightly touch the moisture sensor to the skin and press the shooting button.

Question 20

Handset Image Brightness Issue Test: When I took a skin image with a tablet PC, the image was too bright. When I run the program, this issue is fine for a while, but I had this issue with every capture image.

Accepted Answer

If there is a problem with the image brightness of the diagnostic device, please restart the program. 
If  restarting the program does not resolve the issue, re-enter the optical number and press the camera button on the diagnostic device for approximately 10 seconds to continue the reset. When using Dermo Prime, make sure  the diagnostic device and  lens are properly connected.

Question 21

The UV lamp is out of order.

Accepted Answer

First, plug the DermoPrime docking station into a power outlet, turn it on, and  make sure the power light is on. Place the handset in the docking station when the device is powered on to see if it is charging.

1. Once the handset is charged, tap the UV lamp  inside the docking station. If the UV lamp does not work after waiting, please contact the supplier.

2. If your device does not charge, place of purchase.

Question 22

Attempting to pair the tablet does not connect, or the application continues to crash during analysis.

Accepted Answer

If you have previously paired the diagnostic device with another tablet, make sure  you have removed the SSID from the WiFi list on that tablet.

Question 23

Some diagnostic items such as skin sebum, pores, and scalp dead skin cells cannot be imaged.

Accepted Answer

In the case of DermoPrime, please remove the lens and attach it again, and for other diagnostic devices, press the camera button lightly for about 10 seconds to reset it. 
If the same problem persists after the above process, please contact the support.

Question 24

What are the mobile device specifications of  for using Dermobella?

Accepted Answer

The minimum mobile specifications for using our software are as follows.
RAM: 2GB
Screen resolution: 10.1 inches, 1280x800, 160ppi

Question 25

I'm using the app on my iOS tablet and it takes time every time I try to take an image.

Accepted Answer

Please make sure your iOS and software are up to date.

Question 26

Are there any instructions for charging the diagnostic device?

Accepted Answer

Depending on the environment and conditions,  diagnostic device buffering usually takes about 2 hours. When charging the diagnostic device, please check the charging pin first, then turn off the power.

Question 27

After the IOS update, the device was connected, but the connection status was unstable. It turned off after 3-5 seconds of connection.

Accepted Answer

Turn the device off and on while connected to the app. If there is no problem with the plug portal, the 'red' indicator should be activated. Please contact the support if you still have problems following the guidelines.

Question 28

I've connected to device via WiFi on iOS, why isn't it pairing with the application?

Accepted Answer

On the settings page of your mobile device, tap the app and make sure that the status is set to Always.

Question 29

How do I replace DermoPrime's skin and hair diagnostic lenses?

Accepted Answer

For skin and hair lenses, the holder under the diagnostic lens can be pulled down and the lens can be pulled out by holding it slightly. When replacing the lens, check the direction of the slot for the holder, and slide the holder slightly while pulling it down so as not to damage the connector.

Question 30

The diagnostic device indicating a higher temperature .

Accepted Answer

Because the optical unit lens consists of many LEDs, long continuous use can cause heat in the diagnostic unit. If the device is displaying high temperature, turn off the device immediately and stop using it until the heat cools down. If the high temperature persists afterwards, please contact customer support. In addition, be careful not to turn on the power when charging the diagnostic unit as it will cause overheating.

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