Power Outage Issue:
If your unit has lost power, we recommend restarting it. Simply turn off the switch located at the back of the unit and keep it off for 15 seconds. Then, turn it back on. If the issue persists, try plugging the unit into a different outlet or in a different room. Sometimes, the problem lies with the outlet itself rather than the unit. If none of these steps resolve the issue, please contact our Client Experience Team: service@onsitewaste.com.
Lid Won’t Open:
If you’re having trouble opening the lid, here are some steps you can try. First, please push down on the lid with a firm amount of pressure. Afterward, select the waste type again to see if it opens. Alternatively, you can try the three-button trick: simultaneously hold down the start, sharps, and red bag buttons. If, despite these attempts, the lid remains stubbornly closed, please contact us for further support: service@onsitewaste.com.
Container Stuck in Unit:
If you’re having trouble removing the container, first try wiggling it gently to see if anything is sticking, such as the biowaste sticker. If you manage to partially remove the container, please check inside the unit chamber to see if there’s anything it could be sticking to, such as melted material on the bottom or side. Sometimes, the container may require some time to cool down before it can be easily wiggled out. We recommend waiting for 24 hours and then attempting to remove the container again. If you are able to get the container out, clean the inside of the chamber with a non-abrasive cleaner and a scrubbing pad, before the using the unit again. If the container remains stuck, please contact us for further support: service@onsitewaste.com.
“Network Error” Displayed:
If your unit is displaying a “Network Error” message, it means it’s not connecting to the commercial Verizon network. We advise restarting the unit and checking again after approximately one hour. If the error message persists, try placing it in a different location. Should the message remain after relocating the unit, please contact us for further support: service@onsitewaste.com.
Odor Coming from the Unit:
If you notice an odor emanating from the unit, we suggest considering the delayed start feature and see if you can relocate it to another room. Additionally, it’s important to evaluate the type of waste you are placing in the unit. If the waste is normal RMW and the delayed start feature doesn’t help, please reach out to us, for further support. If you are placing medications in the unit, kindly remember to follow compliant waste segregation practices on our Waste Acceptance Policy (let’s provide the link here). Our units are specifically designed for processing sharps and red bag waste items, such as syringes, gauze, and empty vials.
Missing or Broken Pieces:
In the rare case that something is broken on your TE-5000, please contact us immediately: service@onsitewaste.com or (949) 490-1350.
