Customer Support

The Cryo-Dynamics customer support team is here to ensure a smooth experience—from setup to everyday use. We offer Video Guides, Quick Start Guides, User Manuals, and FAQs to help you get the most out of your system.  If you need of additional assistance, please email us at support@cryod.com or call (214) 501-8890 during normal business hours.

Support Resources

Our Video Guides walk you through how to use the ARC™, how to install and remove the CryoDrive™, and correctly ARC™ wraps. We strongly recommend reviewing these videos before using your ARC™ for the first time.

Video Guides

 

Our User Manuals provides detailed instructions on how to the use the ARC™, along with additional product information.  A hard copy of the User Manual is included with your product.

User Manual

 

Our Quick Start Guides provide simple instructions on how to use the ARC™.  A hard copy of the Quick Start Guide is included with your product.

Hand holding a white device on a gray ARC-branded case.

Frequently Asked Questions

The ARC™ iceless cold therapy system is a closed-loop design engineered to be near-maintenance-free. It uses a sterile, food-grade working fluid, eliminating the need to clean, rinse, or flush the wrap bladder or the CryoDrive™.

This FAQ is intended to help troubleshoot common operational questions. If you need additional assistance, please contact our support team at support@cryod.com or call (214) 501-8890 during normal business hours. 

Inadequate or Delayed Cooling

The most common reason for inadequate cooling—or a delay in the wrap feeling cold—is that the CryoDrive™ did not spend enough time in the freezer. If starting at room temperature, the CryoDrive™ must remain in the freezer for at least 4 hours prior to use. See How it Works – Step by Step Instructions

CryoDrive™ Installation

Ensure the CryoDrive™ is properly installed in the ARC™ system. Improper installation can result in reduced cooling performance and may cause minor leakage. Refer to the “How to Install and Remove the CryoDrive™” video in the Video Guides.

ARC™ System Positioning

Confirm the ARC™ insulated case is on a flat surface with the ARC™ logo facing up.

Uneven Cooling or Cold Spots

Uneven cooling—such as cold spots or varying temperatures—usually indicates improper wrap application. Ensure the wrap is applied evenly and securely, without folds, kinks, or bunching, as these can prevent effective thermal transfer. See the wrap-specific application demonstrations in the Video Guides.

If your ARC™ cold therapy system will not power on, begin by ensuring the device is properly connected to a working electrical outlet. Verify that the power supply is fully seated and secure in the ARC™.

When powered on, the light ring on top of the ARC™ system will illuminate.

If the light ring does not illuminate, inspect the power cord and adapter for any visible damage. If the system still does not power on after completing these checks, please contact our support team for assistance.

The CryoDrive™ circulates a food-grade, clear working fluid. During installation or removal of the CryoDrive™, or when connecting and disconnecting the ARC™ wrap, a few droplets of fluid may escape. This is completely normal and will not affect the performance of the ARC™ system.

If more than a few droplets are observed, inspect the inside of the ARC™ insulated case. If fluid is pooling inside the case, or leakage is significant, please contact customer support for assistance.

The ARC™ system is designed to deliver effective cold therapy with minimal noise. During normal operation, you may hear a slight hum (less than 60 dBA) as the pump circulates cold fluid through the ARC™ wrap.

If you hear a gurgling sound, first confirm that the ARC™ insulated case is placed on a flat surface with the ARC™ logo facing up.

If the gurgling noise continues, power off the system and remove the CryoDrive™. While holding the CryoDrive™ by the handle, check that the clear working fluid level reaches at least the midpoint of the fill port cap (the removable cap located on the side of the CryoDrive™).

If the fluid level is below the midpoint, unscrew the fill port cap and slowly add 70% isopropyl alcohol until the proper level is reached. Do not overfill. Reinstall the fill port cap securely before use.

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