Troubleshooting
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      1. MetaOptima Technology Inc
      2. OptimaScan
      3. Troubleshooting

      How can I troubleshoot the OptimaScan app?

      Before the Scan

      1. Power the OptimaScan device on.  There is a separate power cable for lights that you will turn on before scanning.
      2. Configure the 3 iPhones. 
        1. Open the DEScanner app on each iPhone. It should look like this: 
        2. Tap the Settings icon (bottom right)
        3. Set the iPhone positions:
          1. Top - Head
          2. Middle - Pelvis
          3. Bottom - Feet
        4. Return to the Camera page
        5. Attach each iPhone with OptimaCase to its correct position on the imaging arm. There is a wire available to charge each iPhone should you need it.
      3. Select/create the patient on the DermEngine web app or mobile app. 
      4. Now, you can prepare the patient to be properly positioned on the platform. For patient positioning tips, see here.

      During the Scan

      1. Turn on the lights when you are ready to scan. This is a separate switch from the power cable.
      2. Ensure all 3 iPhones are in focus, ready for imaging. (Tap once to ensure). 
      3. On the OptimaScan MacOS app on your computer, select the correct patient.
      4. Ensure a stable connection between the four devices. A green dot will indicate it is connected.
        1. OptimaScan base: 
        2. Top iPhone
        3. Middle iPhone:
        4. Bottom iPhone:
      5. If issues arise with any of the devices, please see the following helpful tips below.
      6. When ready, press 'Start Scan'. If issues arise, please see the following.

      After the Scan

      1. Turn off the lights after imaging to preserve its battery and device power. 
      2. The OptimaScan MacOS app will now generate the 3D model. This may take 10-15 minutes, depending on your computer.


      Limitations to be aware of:

      1. 3D model generation can take 10-15 minutes depending on your computer. Please complete the process for the patient before starting a scan with another patient. This means, any actions on the OptimaScan MacOS app should be held until the 3D scan is completed.
      2. While the OptimaScan MacOS app is processing, please do not exit the screen or enter another app. Remain in full-screen mode and avoid closing the app.

      3. The canes/handlebars are for keeping posture only. Please instruct the patients to stand still and rely on the handlebars only to maintain their posture, not body support or balance. If the patient requires more assistance, please consider a spot check instead of a total-body scan. 

      Patient Positioning 

      • Feet must be in the same positioning for follow-up appointments. Please make a note in your patient's file if they stand slightly differently for their session and maintain this position in future appointments.
      • Keep the elbows in at 45° to keep the forearms steady and the fronts of the arms exposed. 
      • The patient can hold the handlebars comfortably to maintain their posture. Open-palm images can be taken later.
      • Provide an eye-level dot, sticker, or object for the patient to stare at while being scanned. This helps maintain their chin level and posture.

      Troubleshooting

      Common Issues:

      If you are having issues with the four devices, check the connection on the OptimaScan macOS app:
      1. If iPhone devices are not connected (indicated by a red dot next to the device name), close the app on the attached devices and reopen it.
        1. If a single iPhone is the issue, try restarting the device.
        2. If multiple or all iPhones are not connected, restart the WiFi and Bluetooth on the macOS app.
      2. If you still have connection issues after the first step, close the OptimaScan macOS app on your computer and reopen it.
      3. Check if you've mistakenly denied any of the permission notifications. Go to settings on macOS and search for 'Privacy & Security' → tap ‘Allow applications to access Bluetooth’ and search for OptimaScan. Please make sure OptimaScan is also toggled on under 'Privacy & Security' → 'Accessibility'.
        • If the application doesn’t show up, add it by clicking + button

      OptimaScan Base
      If you are having issues connecting to the base:

      1. Make sure it is connected to power and turned on.
      2. Reset the base using the white button.

      Some common issues and their solutions are:

      1. After pressing 'Start Scanning', if the device doesn't move → Press 'Retry'
      2. If you have issues resetting the base to its original position, go to settings on the OptimaScan macOS app and click 'CW' (clockwise) or 'CCW' (counterclockwise). This moves the arm back to its start position manually. 

      Updating the Apps

      1. OptimaScan macOS app
      2. DEScanner app
      3. DermEngine web or mobile app
       

      Reporting Issues

      If you notice any issues while operating the device (hardware or software), kindly let us know and we'll work to resolve it. Please provide us with as much information about the situation as possible.

      • Patient ID or URL (from web app)
      • Date & time
      • Screenshot or screen-recording 
      • Exact error message if available
      • Specify the device (OptimaScan, iPhone, or Mac)
       
       
      Scanning Existing Patients

      Spot migration occurs on the web app.