Suggested Troubleshooting Manual Edits:

  • Master Reset
    • Disconnect the base from electrical socket
    • Wait a full minute
    • Plug in again (NOTE: surge protector is recommended)
    • Wait a full minute
    • Press any button on the remote and hold until light on the remote illuminates
    • Wait several seconds
    • Adjustable base should work

 

  • Base Does Not Operate
    • Is the power cord plugged into a working and grounded electrical outlet?
    • Check the remote to see if it is lighting up
    • Check the light on the control box is on
    • Unplug base
    • Keep unplugged for one minute
    • Plug back into electricity
    • Wait one minute
    • Press any button on the remote
    • Base should be working
    • Still not operating? Re-program the remote
  • Remote Does Not Work/Light Up
    • Remove batteries
    • Leave the batteries out for 30 minutes
    • Scratch terminals of the inside of the remote with a coin or key
    • Put fresh batteries inside the remote
    • Remote should light up

 

  • Squeaking
    • Remove nuts, bolts, and white bushings
    • Lubricate them by applying the grease with a Q tip (Lubrication can be obtained by contacting Customatic’s Customer Care Center)
    • When placing lubricated nuts, bolts, and white bushings back onto the adjustable base, make sure that there is a looser tightening on the nut
    • Additional Solution: After completing these steps, spray the nuts, bolts, and white bushings with a lubricant (WD-40)
  • LED Lighting Alternating
    • Unplug the base where the light is not working
    • Turn the underbed lighting off using remote
    • Plug base back into electricity
    • Wait one minute
    • Press any button on the remote
    • Wait 3 seconds
    • Lights should be working together

 

  • Base Stutters While in Motion
    • Clear any clutter or obstructions under and around the adjustable base. Radio frequency interference from other remotes or electronic devices may affect normal operation
    • Check batteries in remote
    • Assure the keys on remote are being pressed firmly down to have the base operate
  • Massage Motors Seem Excessively Loud During Operation
    • Tighten screws attaching the massage motors to the adjustable base.
    • Hard surface flooring may cause added vibration. To correct, place carpet pieces or rubber furniture cups under each leg or castor of the bed.
    • Elevate the head or foot section a short distance (with the wireless remote) to realign the lift/lower mechanisms with the bed support platform.
    • Check that the bed is not in direct contact with a wall, nightstand, or other object that may cause vibration or noise.
    • If adjustable base is installed on top of a bed frame, check that the massage motors are not causing bed frame(or bed frame components) to vibrate or rattle.
    • If a headboard is utilized, please check that the attachment hardware is tightened firmly.

 

Pairing 2 Wireless Remote to Operate 2 Adjustable Bases Together:

  • Pairing Wireless Remote with Second Adjustable Base

 

  • Hold LEARN button on control box #2 or power supply #2 for 3 seconds.
  • Wait for red light to flash on control box #2 or green light on power supply #2 3 times.
  • After flashing 3 times, the signal light will turn off to wait for command. Double-press the LEARN button on control box #2 or power supply #2. The light will quickly flash twice.
  • Press any button on the wireless remote #1. Wait for red light to flash on control box #2 or green light to flash on power supply #2 twice.
  • Wireless remote #1 is now synchronized to operate both adjustable bases at the same time, but the remote #2 can still only operate second adjustable base.
  • Pairing Second Wireless Remote to Operate Both Adjustable Bases

 

  • Hold LEARN button on control box or power supply on bed #1 for 3 seconds.
  • Wait for red light to flash on control box #1 or green light on power supply #1 3 times.
  • After flashing 3 times, the signal light will turn off to wait for command. Double-press the LEARN button on control box #1 or power supply #1. The light will quickly flash twice.
  • Press any button on the wireless remote #2. Wait for red light to flash on control box #1 or green light to flash on power supply #1 twice.
  • The pairing is completed. You can now use both remotes to operate both adjustable bases with either remote. Please note only one person can use a remote at a time.

 

  • Resetting Pairing Process
  • Hold LEARN button on control box #1 or power supply #1 for 3 seconds.
  • Wait for red light to flash on control box #1 or green light on power supply #1 3 times.
  • After flashing 3 times, press the LEARN button 5 times (within 2 seconds) on control box #1 or power supply #1. The light will quickly flash 5 times.
  • Wireless remote #1 is now reset for adjustable base #1.

5.   If a second adjustable base is owned, please repeat the same process.

Adjusting Height Of A Base
To raise the height, customers can purchase stackable leg extenders (SLE) from Customatic Customer Care Center.
Each are 2”, at most 3 can be stacked together, raising the base by an additional 6”

For lowering the height of a base, please review the following:
Option A:
Lounger with castors: unscrew all the castors from the legs and suggest consumer purchase furniture cups from a local hardware store to protect their floors. Please note that removing the castors will reduce 2.5”of height from the adjustable base.

Option B:
Lounger with post legs: Customer needs to purchase a SLEC-2 kit, which includes two 2” stackable leg extenders, two .5” carps, two screws, and an allen wrench.

  • Remove all four post legs.
  • Replace the front post leg with the .5″ cap. Secure the .5” caps into place on the front lounger legs by using the screws and allen wrench provided.
  • Take the two 2″ stackable leg extenders and twist them into the back legs of the frame.
  • Take the front post leg and screw into each stackable leg extender.
  • Your adjustable base is now lowered by approximately 2.5″ from the original height.

Option C:
Non-Lounging base will function without legs, flat on the floor. Unscrew the legs/castors and suggest consumer purchase furniture cups from a local hardware store to protect their floors.