Troubleshooting Guide

Step-by-step fixes for common issues with the Device, synchronization, user list, PIN and iris, measurement capture, baseline, dashboard and alerts.

• Pending measurements does not return to zero. What should I do?
• Will restarting the Device delete stored data?
• The Device software freezes or does not respond. What should I do?
• The Device is lost, stolen, damaged, or appears to have been tampered with. What should I do?
• How should the Device be cleaned without damaging it?
• Can we continue testing if the Device loses its connection?
• Our IT team has connected the Device, but it still does not synchronize. What should they check?
• A User does not appear in USERS LIST on the Device. What should I do?
• Tests were recorded under the wrong username. What should we do?
• The Device does not accept a User's PIN. What should I do?
• A User has forgotten their PIN. How is it reset?
• The Device rejects the new PIN the User is trying to set. Why?
• The Device displays RECOGNITION FAILED. What should I do?
• A User wants to change association method. How is this done, and does it affect their baseline?
• The Device reports an invalid measurement or asks for the test to be repeated. What causes this?
• A User repeatedly fails to obtain a valid measurement. What should the supervisor check?
• A baseline measurement was not recorded because of lighting. What should I do?
• The Device displayed an alert that a baseline measurement was taken too soon. Why?
• Many Users have not completed their baseline. What should we check?
• A User is still in baseline acquisition. Why does the Device not show Within Baseline Range or Alteration Detected?
• An Alteration Detected result appeared. What happens next?
• The dashboard shows Alteration Not Verified, but the User completed a confirmation measurement. Why?
• A User repeatedly receives unexpected Alteration Detected results. Should the baseline be reset?
• A result appears on the Device but not in the dashboard. Why?
• An expected alert was not received. What should I check?
• An administrator cannot log in to the dashboard. What should they do?
• How do we contact OPTOVERA support, and when should we?