Neck Support
What should I do if the LiberNovo Omni neck support won't adjust?
If your neck support isn't adjusting, please follow these troubleshooting steps based on the issue:
Scenario 1: Horizontal (Forward/Backward) Adjustment
The Fix: You must press and hold the adjustment buttons on both sides of the headrest simultaneously to move it forward or backward.
Still Stuck? If it won't budge, please record a quick video showing you pressing the buttons while attempting to move it, and send it to us for review.
Scenario 2: Vertical (Up/Down) Adjustment
The Fix: Check the vertical rails for any obstructions or debris. Ensure the headrest is properly aligned and not tilted or caught on one side.
Still Stuck? Clear any visible blockages. If the movement remains rough or jammed, please send us a video of the rails and the sliding action so we can assist.
What should I do if the neck support adjustment lever won't return to its original position?
1. Possible cause
The adjustment lever is designed to help you fine-tune the Neck Support position. If the lever is not returned to its neutral position after adjustment, it may temporarily appear unable to reset.
2. Recommended action
Please try gently moving the lever forward or backward again. In most cases, this allows the lever to return to its original position.
3. Further assistance
If the issue persists after trying the steps above, please provide a short video showing the problem. This will help us identify the cause more accurately and provide further support. Thank you for your understanding and cooperation.
Backrest
What should I do if the backrest recline tension is too stiff or too loose?
If the backrest on your LiberNovo Omni is difficult to recline or snaps back too forcefully, you can fine-tune the resistance using the Tension Adjustment Knob:
How to Adjust
Locate the Knob: Find the Recline Tension Adjustment Knob located underneath the right side of the seat.
Rotate Slowly: Turn the knob gradually until you reach your preferred tension level.
Test: Sit and test the recline after each adjustment until the movement feels natural.
Adjustment Guide
Too Stiff (Won't recline): Rotate the Recline Tension Adjustment Knob clockwise to increase the support force.
Too Loose (Snaps back): Rotate the Recline Tension Adjustment Knob counter-clockwise to decrease the resistance.
Important Tips
Stand up before adjusting to remove weight from the mechanism.
If the knob feels jammed or makes noise after a few turns, please send us a video for further help.
What should I do if the Recline Tension Adjustment Knob won't turn?
If you are unable to adjust the tension on your LiberNovo Omni, please try the following:
Check the Limit: If the knob won't turn further in one direction, it may have reached its limit. Try rotating it in the opposite direction.
Reseat the Knob: The knob may not be fully engaged. Try removing and reinserting it firmly, then attempt to adjust it again.
If the issue persists, please send us a video of the malfunction so we can provide further assistance.
What should I do if the recline lock won't adjust?
If you can't change the recline angle on your LiberNovo Omni, please try these steps:
Lean Forward: You need to take your weight off the backrest to move the lever to a different setting. Lean forward so you aren't leaning against the chair, then try shifting the lever again.
Listen for the Click: The lever must be moved fully to the next position to work. Listen for a clear ""click,"" which confirms it has successfully shifted into a new setting.
Still Stuck? If it still won't budge, there might be a mechanical issue. Please record a quick video of the lever and backrest movement so we can troubleshoot this for you.
What should I do if the backrest clips have come loose?
The LiberNovo Omni uses a snap-fit design to make the backrest easy to adjust, clean, or replace. If the clips have detached, simply align the backrest with the mounting points and press firmly until they snap back into place. If the problem persists or the clips won't stay secure, please contact our support team with a quick photo or video so we can resolve this for you.
What should I do if the Seat Adjustment Control Module has come loose?
This usually happens when the control knob cap is not fully locked during use and can be resolved by checking and securing the components below.
Causes and solutions
Check the control knob cap
Make sure the control knob cap is not loose. If it is, rotate it until it is fully locked to prevent it from coming off during adjustment.
Check the upper and lower end caps
Inspect the gap between the upper and lower end caps of the control module.
If the gap is too large, press them together first, then insert the control knob cap and rotate it clockwise until it is fully secured.
Armrest
Why is there so much resistance when adjusting the armrest width?
This is an intentional design feature built to provide stable, reliable arm support while preventing the mechanism from loosening over time.
Stability & Support: The armrest width adjustment is designed with higher resistance to keep your arms securely supported and prevent wobbling during use.
Long-Term Durability: This added tension ensures the adjustment mechanism remains reliable even after years of extended use.
Recommended Action: Try adjusting the armrests back and forth several times. As the internal components are used, the parts will settle in and the movement will naturally become smoother.
Further Assistance: If the adjustment still feels too stiff after repeated use, please record a short video of the movement and contact our support team.
Why is it easy to touch lubricant near the armrest bearing?
The lubricant inside the armrest bearing is intentionally applied to ensure smooth, stable adjustment during use.
To maintain performance, please try to avoid direct contact with the exposed bearing area during adjustment. This helps prevent lubricant transfer to your hands and reduces dust buildup, ensuring the armrest continues to operate smoothly over time.
If you have any questions or concerns during use, feel free to contact our support team. We’re happy to help.
Why isn’t the left armrest function button light turning on?
This is usually related to the battery connection, battery charge level, or the USB-C charging cable.
Troubleshooting steps
Check the battery connection and charge
Remove the battery from the armrest and make sure it is fully and correctly inserted. If the battery is low, charge it for 30 minutes to 1 hour, then reinsert it and press the button again to see if the indicator light turns on.
Check the USB-C charging cable
If the light does not turn on during charging or after reinserting the battery, make sure the USB-C cable is securely plugged into the battery. If possible, try a different cable or power source to rule out a cable issue.
If the issue persists
If the problem remains after completing the steps above, there may be an issue with the battery contacts or internal circuitry. Please record a short video showing the battery, charging connection, and button operation, and send it to our support team for further assistance.
Why is the left armrest function button showing a red light?
A red light indicates that the battery is low. When this happens, the control buttons are temporarily disabled. Just charge the battery and reinsert it; the buttons will then work normally again.
What should I do if the armrest won't adjust up or down?
To adjust the armrest height, you must use the adjustment lever.
Press and hold the lever on the side of the armrest to raise or lower it. Once you release the lever, the armrest will lock into place.
If the armrest still cannot be adjusted while holding the lever, please record a short video showing the lever operation and armrest movement and send it to us via the chat window. Our support team will assist you as soon as possible.
Why can’t the armrest rotate, adjust inward or outward, or slide forward and backward?
If the armrest feels stuck in any direction, please check the following:
Inspect the guide rails
Look for visible damage, misalignment, or deformation where the armrest connects to the chair.
Check the mounting screws
Make sure the armrest screws are fully tightened. Loose screws can cause misalignment and jamming.
Clear debris from the rails
Remove any dust or debris from the guide rails. After cleaning, apply a small amount of lubricant and try adjusting again.
If the issue remains, please send us a short video showing the armrest movement and rail area, and our support team will assist you.
What should I do if the armrest panel is loose or becomes detached?
This is usually caused by improper installation or a loose screw. Please check the following:
Check the front edge of the panel
If the front of the armrest panel has come loose, remove the rear screw, detach the panel, align the front edge with the slot, snap it back into place from front to back, then tighten the rear screw.
Check the rear screw
If the front edge is secure, inspect the rear screw. Tighten it if it’s loose. If the screw is missing, please contact our support team to request a replacement.
Seat Cushion
What should I do if the seat height adjustment isn't working?
Seat height adjustment depends on whether your weight is on the chair when using the lever.
To lower the seat: Sit on the chair and use the height adjustment lever.
To raise the seat: Stand up to remove your weight, then use the height adjustment lever to allow the seat to rise.
If the seat still does not adjust when using the lever correctly, please contact our support team for further assistance.
Base
What should I do if the chair wheels won't roll?
In most cases, debris such as hair or dust is caught around the wheels. Check each caster and remove any buildup around the wheel or axle. After cleaning, try rolling the chair again.
If the casters still don’t roll smoothly, there may be an internal issue with the wheel bearing. Please send us a short video showing the casters and how the chair moves so we can assist further.
Materials
Why is there a hollow or gap in the backrest foam or fabric?
This is normal and not a product defect. The chair is designed with adjustable ergonomic back support, which requires space for the support structure to move and adapt to your body. If the foam or fabric were tightly pressed against the frame, it would reduce the effectiveness of the adjustment mechanism and could also cause premature wear to the materials over time.
The hollow space allows the backrest to adjust properly and helps maintain long-term comfort and durability.
Why does the backrest fabric wrinkle easily?
This is intentional and part of the chair’s design, not a quality issue. The backrest uses a flexible structure, and the fabric is designed to wrinkle slightly so it can better adapt to movement and shape changes as the backrest responds to your body, helping maintain consistent support. The wrinkles also reduce friction between the fabric and clothing, which helps prevent wear and extend the fabric’s lifespan. If wrinkles appear during use, simply smooth the fabric gently by hand.
Footrest
What should I do if the footrest adjustment knob won't tighten?
If the knob keeps spinning or won't secure the footrest, there is likely an issue with the internal nut. Please follow these steps to fix it:
1. Check the Nut Status Flip the footrest over and look inside the adjustment slot on the bottom:
Missing Nut: If you don't see a metal nut inside the slot, the knob has nothing to grip. Please contact our support team and we will send you a replacement nut for free.
Misaligned Nut: If the nut is tilted or hasn't dropped into its designated slot, the knob will just spin without locking.
2. Reinstall the Nut If the nut is there but misaligned:
Use your finger or a small tool to push the nut firmly into the bottom of the slot so it sits flat and centered.
Align the adjustment knob with the nut's threads and turn it clockwise slowly until it is completely tight and the footrest is secure.
Quick Tip Perform this in a well-lit area so you can easily see the threads. If the nut is missing or the knob still won't tighten after realigning it, contact our support team and we will get the necessary parts sent out to you immediately.
What should I do if the footrest came loose or detached?
This usually happens if the locking clip is not fully secured or if the clip is damaged.
What to check
Turn the footrest over and inspect the clip on the bottom.
If the clip is intact, the footrest may have detached during use. Align it with the slot on the support post and press it straight back into place.
If the clip is broken or deformed, the footrest may not stay attached properly.
When reinstalling the footrest, align it vertically with the slot and avoid applying force at an angle to prevent it from coming loose again.
If the clip is damaged
Please contact our support team. We will arrange a free replacement part or provide further assistance.
Other Issue
What should I do if the buttons are lit but the Lumbar adjust buttons or OmniStretch buttons aren't working?
This is usually caused by a loose or unstable USB connection under the seat.
Check the USB-C Connection
Look under the seat cushion to find the USB-C cable. It may have come loose or disconnected due to the chair's movement. Unplug the USB-C cable and then plug it back in firmly—ensure it is pushed all the way into the port. Once reconnected, test the buttons again to see if the functions have restored.
Further Assistance
If the functions still don't respond after reinserting the cable, there may be an issue with the port or internal wiring. Please record a short video showing the USB-C cable being plugged in, the status of the port, and you pressing the buttons. Send this to our support team so our technicians can troubleshoot the issue for you.
What if my chair is making unusual noises?
First, try to identify where the noise is coming from, such as the backrest, armrests, seat, or base, and note the type of sound you hear. Check whether the noise occurs during adjustment, movement, or while sitting still, and whether it changes with body weight.
If possible, repeat the action that causes the noise and record a short video with clear audio, focusing on the area where the sound occurs. You may also check whether any screws at major connection points are loose and tighten them if needed.
If the noise continues, please send us the video so we can help identify the cause and assist further.
What if my chair has an odor?
A slight odor is normal with a new chair and usually comes from materials used during production, such as foam or packaging. These odors are non-toxic and safe to use.
To help the smell dissipate, place the chair in a well-ventilated area near a window or balcony, avoiding direct sunlight. Keep the area ventilated for at least two days. Using a fan to increase airflow can help speed this up.
During the first few days of use, avoid storing the chair in a closed or damp space. Keeping the area dry and well ventilated will help the odor fade more quickly. If you have any concerns, feel free to contact us.
What if the motor sounds loud when the stretch function is activated?
Some motor noise is normal during operation. Based on lab testing, the motor typically produces less than 45 dB at a distance of 1 meter, which is audible in a quiet office but quieter than normal conversation.
If the sound feels noticeably louder or more unpleasant than expected, please check the following:
Break-in period: New motors, or motors that have not been used for a while, may sound louder at first. Try using the stretch function a few times and see if the noise decreases.
Excess load: Extra weight on the chair or excessive resistance during adjustment can increase motor noise. Remove any additional load and test again.
Loose components: Check that the motor housing and mounting screws are securely tightened. Loose parts can cause vibration or resonance noise during operation.
If the noise remains unusually loud:
Please record a short video capturing the motor sound during operation and the chair’s condition, and note the testing distance if possible. Our support team will review it and assist with further diagnosis and support.
What if there is a large gap between the armrest and the rear support rod?
This is normal and part of the chair’s ergonomic design. The armrest and rear support rod need adjustable clearance to accommodate different positions and usage scenarios, so a visible gap is intentionally built into the structure.
This design helps prevent binding during adjustments and ensures smoother, more effective movement. It is not an assembly issue or a quality defect. Please feel free to use the chair with confidence. If you have any further questions, we’re happy to help.
What if the outer packaging is damaged when my chair arrives?
Because the chair is shipped as a large item, minor damage to the outer packaging can occasionally occur during transit. If you notice any damage upon delivery, please take clear photos and videos right away, including the outer box and any affected internal items.
Once you share the images with us, we’ll review them and assist with the next steps to resolve the issue as quickly as possible.
