Home|Troubleshooting

• Q. [AniScanner V2] Error occurs repeatedly.

  Error messages show up when exceptional cases or error cases are detected on AniScanner. The error messages can appear for the following cases:

  • An AniScan kit that is different from what you requested on AniScan website has been used.
  • Pushed the start button without AniScan kit inserted.
  • AniScanner has lost the internet connectivity
  • A problem has occurred due to the unstable network circumstance in the clinic
  • Pushed the start button before you request the test on AniScan website
  • Other exceptional cases

  Statistically, it is recognized that most error cases has occurred due to the problem with the network settings in clinic.

  If the problem persists, please contact Customer Service. It would be very helpful if you could provide error code with the error message contents. You can find the error codes as described below.

  

• Q. [AniScanner V2] An error message "There is no response from the server" has occurred.

  The error can be occurred because of the following reasons:

  1. In case that the scanner does not have WIFI or LAN connection physically.

  2. In case that the WIFI or LAN that AniScanner is connected with does not have internet connection.

  3. In case that the networ port used for time synchronization has been blocked by Internet Service Provider.

  4. In case that the server has been down.

• Q. [AniScanner V2] An error message indicating I have used the wrong kit has occurred.

  A "The wrong kit has been used" message can be occured by the following reasons:

  • The different kit has been used from the kit number you selected at AniScan website.
  • You inserted the kit reversely.
  • AniScanner cannot read QR code on the kit due to the printing quality or other reasons.
  • The different kit has been used from the kit you used when you started the test.
  • Kit recognition process has failed due to hardware or software malfunctions.

  Firstly, please check the kit and settings on website. And, if the problem persists, please contact us via Customer Service, email, or telephone.

• Q. [AniScanner V1] The test results came out sooner than the scheduled time.

  If the test result came out earlier than expected, and the values are confirmed, it is most likely not a problem. However, if you are concerned, please call us and we will check again to see if there was any problem with the test.

• Q. [AniScanner V1] The remaining time on the website and the time remaining on the device do not match.

  The time may not match initially, but they will be synced within a few minutes. If it does not, there is a possibility that the computer time has been modified by the user. If the time is not correct and the result is not displayed, it is a connection problem.

• Q. [AniScanner V1] I pressed the button on the device for a long time, but the wifi reset does not work.

  If wifi does not reset even after pressing the button for more than 10 seconds, please reset the device using the power button on the back of the device. If the same error occurs repeatedly, please contact our customer service.

• Q. I cannot select the device on the website.

  Most of the cases when devices cannot be selected on the website are when the devices are not properly communicating with the hospital network. Please turn off the power by pressing the power button on the back of the unit and start from the beginning. Nevertheless, if the same error repeats, you may need to change the location of the device where the wifi is well received. If you have any questions, please let us know.