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 switch for the lights to turn on right 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 on the bottom right.
        3. Set the 3 iPhone positions:
          1. First device (top) - Head
          2. Second device (middle) - Pelvic
          3. Third device (bottom) - Feet
        4. Return to the Camera page.
        5. Put an OptimaCase on each iPhone and then 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 switch.
      2. Ensure all 3 iPhones are in focus, ready for imaging. Tap once on the screen if needed.
      3. On the OptimaScan MacOS app on your computer, select the patient.
      4. Ensure a stable connection between the four devices. A green dot will indicate that 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 the lights off after imaging to preserve 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 are for keeping posture only. The patient should stand still and rely on the handlebars only to maintain their posture, not for 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. This is required to capture consistent total body images in follow-up appointments. Please be mindful with patients who require adjustments to the marked positioning and make note of it in the patient file. 
      • The canes/handlebar should be below the hip level while the elbows drive back, exposing the side rib area to hold it. 
      • The patient can hold the handlebars comfortably and take open palm images later, if needed.
      • 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 that 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

      4. If after scanning, a blue screen appears instead of the images on the macOS OptimaScan app, try clicking them once or twice.
        1. If the thumbnail image appears, then the images were successfully loaded.
        2. If the thumbnail doesn't appear, try restarting the iPhone in which the unsuccessful image was taken from (head, pelvic, feet). 
      5. If after successful model generation, the images are not uploaded for the patient, try uploading them again on macOS OptimaScan by selecting the patient and retry upload.

      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 reset button.

      Some other common issues and their solutions are:

      1. If after pressing 'Start Scanning', the device doesn't move → Press 'Retry'
      2. If there are 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 (desktop)
      2. OptimaScan iOS app (iPhone)
      3. DermEngine web or mobile app 
       

      Reporting Issues

      If you notice any issues while operating the device (hardware or software), please let us know and we'll work on resolving it. Please provide us with as much information about the situation as possible, including the following:

      • A patient ID or URL (from web app)
      • A date & time
      • A screenshot or screen-recording 
      • The exact error message, if available
      • Specify the device (OptimaScan, iPhone, or Mac)
       
       
      Scanning for Existing Patients

      As of now, spot migration for existing patients occurs on the web app, but the locations of some lesions can be placed incorrectly. It is advisable to check and relocate the spots if necessary. *Please note: Once spots are placed on the 3D model, they will no longer be visible on the 2D mannequin.