faqs - diract ANd diract voice
It normally takes a maximum of 14 days to service an avalanche transceiver. This time period may double between December and February. We therefore recommend getting a service during the summer months.
We recommend carrying out a device check-up after 5 years at the latest, and every 2 years thereafter.
No problem, you can have your device serviced at any time. If your device is already overdue for a service, please send it in for a service as quickly as possible. You can register your device for a service in your ORTOVOX customer account.
Your device will remind you to get it serviced when you switch it off (“NEXT SERVICE” will appear on the display), and when you connect the device to the ORTOVOX app.
If a warning is being displayed, do as follows:
• Move 5 meters away from electronic or metallic objects
• Turn the device off and on again
• If the warning is displayed again, the device must be checked by the ORTOVOX service point! The service requests can be accessed here.
Further information can be found in the instruction manual.
The costs vary from country to country.
The cost of the service amounts to 19.00 € + sales tax + shipping (UK: 5 GBP)
The repair cost amounts to 42.00 € + sales tax + shipping.
It all depends upon where you live. You can find the correct address when filling in the service request.
The service requests can be accessed here in your ORTOVOX Customer Account.
The DIRACT and DIRACT VOICE contain lithium-ion batteries. These are classed as hazardous materials. However, due to the low power output of the batteries, up to two devices can be sent together without the need for a hazardous materials label. If you are sending more than two devices, please print out a UN 3481 label (minimum size: 10 x 10cm) and stick it onto the outside of the package. You can find the label here.
If an error message is displayed when you attempt to track your package, please check that you have sent it directly to the service point and not to our head office in Taufkirchen.
Please use the ZIP code 92245 for package tracking requests.
Yes, you will receive status updates when your device has arrived at the service point, when processing is complete, and when your device has been re-dispatched. You can also track the status of your service request at any time in your ORTOVOX customer account.
Yes, you will receive a detailed test report or service report when your device is returned to you. You can also download the service report at any time in your ORTOVOX customer account under “My service requests”.
If the battery in your device has been leaking, (regardless of the age of your device) OR if the device is defective AND more than 10 years old (see construction year) and we can no longer obtain replacement components, we regret that we will be unable to carry out a repair. This is because the components are no longer available and the technology has become obsolete. We only recommend the use of 3-antenna devices. You can find more information in the avalanche transceiver section.
Update / Software Version
On the DIRACT / DIRACT VOICE, the software version is displayed when you switch the device off. You can also see it in the ORTOVOX app.
You can use the ORTOVOX app to update the software on your DIRACT / DIRACT VOICE. Software updates are free of charge. You have to register your device in order to update the software. You can register your device here in your ORTOVOX customer account.
When your DIRACT / DIRACT VOICE is connected to the free ORTOVOX app and registered, you will receive current information regarding the status of your avalanche transceiver’s software. You have to register your DIRACT / DIRACT VOICE in order to update the software. You can register your device here in your ORTOVOX Customer account.
You can only get a free update by registering your device.
If you do not wish to register your avalanche transceiver, you can get your ORTOVOX dealer to update the software, or you can send your device directly to our service point. The dealer will decide whether to charge you for the update. Alternatively, you can also send your avalanche transceiver to the service point via your ORTOVOX customer account. Postage is to be paid by the sender. Please do not send in your avalanche transceiver without postage because we will not accept the package in this case.
The software update version shown in the ORTOVOX app will inform you of any new features that have been added. The new features can also be seen here.
Please register via the ORTOVOX app first. Activate your Wi-Fi or mobile data and connect your avalanche transceiver to the ORTOVOX app. Any available avalanche transceiver software updates will be displayed. Start the download and install the new version on your avalanche transceiver.
Please register via the ORTOVOX app first. Activate Bluetooth on your smartphone and on the avalanche transceiver. Ensure that the distance between the two devices is less than three meters, and that both devices have sufficient battery capacity left. Try to download it again. If problems crop up again, the app’s display will give you further help, or you can contact our customer service team via email.
- Connect your avalanche transceiver to power using a USB cable. (If already connected, disconnect and then reconnect.)
- Then click on “Connect again”. For one minute, the device can be selected from the list to repeat the update. During this time, the device display will be blank.
- By disconnecting the device and reconnecting it via USB cable, the device will once again be visible for one minute.
WARRANTY / REGISTRATION
You can register your device via the ORTOVOX app or at ortovox.com in your ORTOVOX customer account.
Registration offers you the option of downloading the latest software update, and of receiving safety-relevant information on your device.
You will also be able to extend the warranty by three years (from two to five years) from the date of purchase. Please keep your receipt for this purpose. A warranty claim can only be validated with the help of the receipt.
The warranty period is usually two years. If you register your device, the warranty will be extended by three years (from two to five years) from the date of purchase. Please keep your receipt. A warranty claim can only be validated with the help of the receipt.
The serial number is displayed in Bluetooth connection mode. When switching on the avalanche transceiver, hold the ON/OFF BUTTON and FLAG BUTTON down simultaneously until Bluetooth connection mode appears. The device’s serial number is displayed on the bottom edge of the screen.
No. Only one email address can be assigned to a device
Yes. One single email address can be assigned to multiple devices (fleet).
Log in to your account via the app or the ORTOVOX customer account. You can change your data there.
Log in to your account via the app or the ORTOVOX website service portal. You can manage your devices there.
We take the protection of your data very seriously. That’s why we, ORTOVOX Sportartikel GmbH, comply with statutory data protection requirements (specifically the German Federal Data Protection Act and the German Telemedia Act) as a matter of course, and do everything possible to keep your data confidential. Additionally, it is important to us that you know at all times what data we save and how we use it. You can find all information on data protection via the following link.
The DIRACT / DIRACT VOICE contains a lithium-ion battery, which remains very efficient at low temperatures (-20°C). The battery can be charged using the USB-C cable provided.
Connect the device to a power source (e.g. laptop) using the USB cable provided, or use a separate USB adapter (e.g. from your smartphone) to plug in to a mains socket. Unplug it from the power source as soon as it is charged. Charging is not possible in temperatures below 0°C. To optimize the battery’s performance, avoid short, frequent charging. For example, do not charge the device until the battery is below 80%.
Store the device at room temperature in a dry place out of direct sunlight. Fully charge the battery before leaving the device unused for a long period. An unused device must be fully charged again after 10 months at the latest.
No. The range does not decrease. However, we generally recommend that you recharge the battery when it is at 40%.
A DIRACT / DIRACT VOICE and integrated battery are designed to function for a long time. However, you must have your device checked by the ORTOVOX service point according to the device specifications in order to ensure its functionality, including that of the battery. The next due date for a service (NEXT SERVICE) by the ORTOVOX service point will be displayed whenever you switch your device off. If “Battery service necessary” is displayed, the device must be checked by our service point in order to ensure the necessary operating lifespan.
The DIRACT / DIRACT VOICE contains a lithium-ion battery. However, as with smartphones or e-books, a device that you yourself use can be taken on a plane.
The DIRACT VOICE helps you during your search by providing voice commands. This saves valuable seconds in a stressful situation. The DIRACT does not have voice navigation. The two devices are otherwise identical.
No. Upgrading from DIRACT to DIRACT VOICE is not possible.
The following languages are available: German, English, French, Italian, Spanish, Norwegian, Czech, Swedish and Dutch.
A RECCO reflector is integrated into the carrying case of a DIRACT or DIRACT VOICE, meaning the device can be found using a RECCO receiver.
First, install the ORTOVOX app onto your smartphone. Activate Bluetooth on your smartphone. Turn off your avalanche transceiver. Activate the Bluetooth mode on your avalanche transceiver by simultaneously pressing the ON/OFF button and the FLAG button until the connection mode is displayed. Search for your avalanche transceiver in the ORTOVOX app. Now connect your smartphone to your avalanche transceiver in the app.
Select the relevant avalanche transceiver in the ORTOVOX app and select “Factory reset” from the configurations menu.
If you wish to configure multiple avalanche transceivers simultaneously (e.g. mountaineering schools), you can do this in the app’s configurations.
Search for and connect all Bluetooth-activated avalanche transceivers to the ORTOVOX app. Now you can configure multiple devices simultaneously.
You can recalibrate your device’s compass using the ORTOVOX app. This will correct the “turnaround arrow” function if the compass was maladjusted. Download the ORTOVOX app and connect your DIRACT / DIRACT VOICE to your smartphone. Select “Device configuration” and then “Compass calibration”. Follow the instructions in the APP.
Download the ORTOVOX APP. Connect your avalanche transceiver to power using a USB cable. (If connected: remove the cable and connect it again.) Open the ORTOVOX app and search for devices. The device is visible for one minute and can be selected from the list. (If device not visible: remove USB cable and connect it again.) You can update the software using the APP to restore the device. During this time, the display will be blank. Should the malfunction persist, please contact our service staff: firstname.lastname@example.org.
Our avalanche transceivers are made in Bavaria/Germany.
DIRACT / DIRACT VOICE:
The serial number can be easily found in the ORTOVOX app once your device is connected to it.
All avalanche transceivers (all manufacturers around the world) transmit at 457 kHz and operate according to the standard EN 300 718.
Our devices do not interfere with pacemakers. On the other hand, pacemakers could interfere with the device, so we recommend operating your avalanche transceiver with your right hand (away from your heart).
You will find the operating instructions in the app under “Avalanche transceiver configuration” or here.
You can send feedback or report a problem via the ORTOVOX app under “More” and “Miscellaneous/Feedback”.
QUESTIONS ABOUT THE ORTOVOX App
The following languages are available: German, English, French, Italian
You can download the ORTOVOX app free of charge here.
Yes, the app is available for both operating systems.
The app is not absolutely necessary for operating your device. The devices can be used in a similar way to standard devices, without the app. However, certain functions (firmware updates and security registration) are only available in combination with the app.
The ORTOVOX app allows you to configure your DIRACT / DIRACT VOICE via Bluetooth, to download/install avalanche transceiver software updates, and to extend your warranty from two to five years from the date of purchase (please keep your receipt for this purpose).
You can easily configure all the avalanche transceiver’s functions via the app, and it will enable you to access further instructions and settings (e.g. compass calibration, fleet configurations, voice navigation (on/off), device language, secondary avalanche switchover (on/off), standby mode (on/off), display contrast, device reset, etc.).
To change/delete your user data, select “More” from the menu and then go to “Privacy and data”.