| App Issue | Recommended Actions |
| App crashes | Close the app and restart the app |
| UI is unresponsive – cannot select n |
Close the app and restart the app [Note: on-going exam will be automatically saved] |
| Login error |
Verify username and password Reset your password |
| Can’t access the worklist |
Verify the Worklist DICOM connection in the settings Verify the mobile device network connectivity |
| Can’t confirm and submit an ended exam | Verify the mobile device network connectivity |
| Exams are not available in the Exo Works Web | Verify the mobile device network connectivity |
| Probe issues | |
| Iris disconnects during imaging | Disconnect Iris, wait 5-10s, and reconnect Iris |
| Iris LED light not ON when connecting to the phone |
Iris battery may have fully drained. Connect Iris to wired charger and allow Iris to charge fully for ~2 hours. LED light should turn RED after few minutes when charging has started. Disconnect Iris, wait 5-10s, and reconnect Iris |
| Iris LED does not turn ON when connecting to wired charger | Iris battery may have fully drained. Connect Iris to wired charger and allow Iris to charge fully for ~2 hours. LED light should turn RED after few minutes when charging has started. |
| Iris is not charging wirelessly [no LED light on the probe |
Verify that the wireless charger cradle is connected to the power supply and is plugged into the wall outlet. Make sure Iris is adequately settled into its cradle in the wireless charger and the LED light is blinking blue. Make sure there’s no interference between the flat part of Iris and wireless charger’s cradle, like a label, sticker, barcode, etc. Make sure Iris is not connected to iPhone and/or wired charger with the Duo Charge Cable at the same time as being in the wireless charger. Once Iris is fully charged, wireless charge LED light turns solid blue
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| Iris is connected to the wall charger but not charging [No LED light] |
Verify that the power adapter is connected to the wall. Verify that the cable is correctly connected to Iris.
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| Iris Imaging Issue | |
| No Imaging or blank screen | Disconnect Iris, wait 10s, and reconnect Iris |
| UI is unresponsive [spinner is continuously spinning] | Disconnect Iris, wait 10s, and reconnect Iris |
| Image degradation or imaging artifact | Disconnect Iris, wait 10s, and reconnect Iris |
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Disconnect Iris and reconnect Iris and verify that the self-test passes. If Self-test failed contact customer support |
|
| Alert and warnings | |
| Iris self-test failed |
Disconnect Iris, wait 10s, and reconnect Iris and verify that the self-test passes. If Self-test failed contact customer support |
| Iris is overheating | Disconnects Iris and let it cool off for ~30 min |
| Iris Error Alert - Error during initialization | Disconnect Iris, wait 10s, and reconnect Iris |
| Iris Low battery warning | Charge Iris |
| Exam failed to transfer to Cloud | Verify the internet connection |
| Exam failed to transfer to PACs |
Verify the Worklist DICOM connection in the Settings Retry the transfer from the Outbox try |
| FW upgrade failed | Contact Customer support |
| SW App upgrade failed | Contact Customer support |
Error Trouble Shooting
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