| Issue/Symptom | Potential Causes | Recommended Actions |
| 1. Probe is powered on and its LEDs indicate searching (waiting to pair) despite having launched the app on mobile device. | This is the first attempt to pair with this probe. | Press the button on the side of the probe to allow it to pair with a new mobile device. |
| The probe and app mobile device are too far apart. | Move/orient the probe and app mobile device closer to one another. Watch for the probe LEDs to indicate display found (pairing has been initiated). | |
| The orientation of the probe and app mobile device is not optimal for Bluetooth beacon reception. | Orient the probe and app mobile device with respect to one another (e.g., front/ back, left/right. Watch for the probe LEDs to indicate display found (pairing has been initiated). | |
| The app mobile device is not transmitting advertising beacons. | Close the app and launch again. If the problem persists, reboot the mobile device and relaunch the app.* | |
| 2. Not able to pair with probe | Probe may already be connected to a different instance of the app. | Make sure that the probe is turned off. Close the app fully on the device that has been paired previously. Apple devices: Open Settings, select Wi-Fi, and if the selected network is the SSID of the probe (VAXXXXXXXX), either select it to see its details and choose Forget This Network or just choose the SSID for a different network. Android devices: Open Settings and navigate to the Wi-Fi Direct panel. Depending on the manufacturer of the Android device the Wi-Fi direct panel is found in different places in Settings. You can use the search capability to find it if it is not obvious. |
| When you are on the Wi-Fi direct panel, you should see a list of Peer Devices, Available Devices, Remembered groups or something similar Select the device that matches your probe (VAXXXXXXXX) and make sure to disconnect. Turn ON the probe and press probe button to connect to the wanted display device. If issue persists, Contact GE HealthCare Service | ||
| 3. Probe LEDs indicate display found (pairing initiated), but connection fails and the probe shuts down. | The probe battery level is too low. | Place the probe on the charger and try again when sufficiently charged. |
| The probe has experienced an internal failure. | If issue persists despite having charged the probe, Contact GE HealthCare Service | |
| 4. When connecting to an iOS device, the probe LEDs indicate display found (pairing initiated), Join was selected when the Vscan Air Wants to Join Wi-Fi Network “VAXXXXXXXXX” dialogue was presented, but the connection fails. The probe LEDs may or may not return to indicate searching (waiting to pair) state. Unable to join the network “VAXXXXXXXXX” dialogue observed. | User failed to select Join in dialogue on iOS device to join the probe network before the probe’s 30 second timer expires.† | Dismiss the Unable to join the network “VAXXXXXXXXX” dialogue. If the app does not retry on its own, present the Join dialogue, and finally connect, close the app and launch again. If the problem persists, reboot the iOS device and try again.* |
| There is an issue with the networking on the iOS device. | Dismiss the dialogue. Reboot the iOS device and try again.* | |
| New from iOS 14 and later, the Vscan Air app has not been given Local Network access permission. | Close the app, open Settings, scroll down to the Vscan Air app and select it to see its access permissions. On the right side, ensure that under the list of “ALLOW VSCAN AIR TO ACCESS” the setting for Local Network is enabled. Also check that when under the Location setting that While Using the App is selected, and Precise Location is enabled. Launch the app and try again. | |
| 5. When connecting to an iOS device, the probe LEDs indicate display found (pairing initiated), the Vscan Air Wants to Join Wi-Fi Network “VAXXXXXXXXX” dialogue was presented and a choice was selected, but after the dialogue goes away the connection is not completed. | User has selected Cancel instead of Join. | Press Click to retry in the Searching for probe screen. |
| New from iOS 14 and later, the Vscan Air app has not been given Local Network access permission. | Close the app, open Settings, scroll down to the Vscan Air app and select it to see its access permissions. On the right side, ensure that under the list of “ALLOW VSCAN AIR TO ACCESS” the setting for Local Network is enabled. Also check that when under the Location setting that While Using the App is selected, and Precise Location is enabled. Launch the app and try again. | |
| A VPN (Virtual Private Network) service enabled on the user’s device. | Close the app fully. Pause or disable the VPN service (In some cases, instead of pausing or disabling VPN, it is possible to use split tunneling and to designate Vscan Air as a trusted app or to allow local network discovery to permit access to devices on the local network. It may be necessary to turn Wi-Fi off and on again, depending on the VPN service). Launch the app and try again. | |
| 6. When connecting to an Android device, the probe LEDs had indicated display found (pairing initiated), but connection fails and probe LEDs return to indicate searching (waiting to pair) state. | Failure to create network interface or problems with negotiating group formation when connecting to Android devices. | If the app does not retry on its own and successfully connect, close the app and launch again. |
| There is an issue with networking on the Android device. | Close the app, open Settings and navigate to the Wi-Fi Direct panel. Depending on the manufacturer of the Android device the Wi-Fi direct panel is found in different places in Settings. You can use the search capability to find it if it is not obvious. When you are on the Wi-Fi direct panel, if you see a list of Remembered Groups and it contains your probe VAXXXXXXXXX, select it and answer OK when asked to Forget this group? Launch the app again. | |
| If the problem still persists, reboot the Android device and try again.* | ||
| 7. When connecting to an Android device, the probe LEDs had indicated display found (pairing initiated), but connection is not completed. | Vscan Air app permissions for Location are set incorrectly. | Close the app, open Settings and navigate to the app permissions for the Vscan Air app. Ensure that location permission is enabled while using the app and that use of the precise location is enabled. Launch the app again. |
| A VPN (Virtual Private Network) service enabled on the user’s device. | Close the app fully. Pause or disable the VPN service (In some cases, instead of pausing or disabling VPN, it is possible to use split tunneling and to designate Vscan Air as a trusted app or to allow local network discovery to permit access to devices on the local network. It may be necessary to turn Wi-Fi off and on again, depending on the VPN service). Launch the app and try again. | |
| 8. My probe or app mobile device is connecting to the wrong app mobile device or probe. | When a probe has been paired with multiple display devices, the timing of when an app was launched on a mobile device and a probe begins searching (waiting to pair) mode can result in the selection of the wrong device when multiple users are attempting to work in proximity. | Close the app on the mobile device and power off the probe. Then move 1.5 meters or more away from the other probes and display devices. Launch the app on the mobile device. After the app display shows Searching for probe, power on the probe and hold it near the mobile device (around 10 centimeters) to ensure it will detect the correct mobile device as being the closest. |
| 9. The app on my mobile devices is in the background or closed, but my probe has not shut off after 5 minutes of inactivity. | The network established between the probe and app mobile device is still active. | With an iOS device, open Settings, select Wi-Fi, and if the selected network is the SSID of the probe (VAXXXXXXXX), either select it to see its details and choose Forget This Network or just choose the SSID for a different network. |
| With an Android device, open Settings and navigate to the Wi-Fi Direct panel. Depending on the manufacturer of the Android device the Wi-Fi direct panel is found in different places in settings. You can use the search capability to find it if it is not obvious. When you are on the Wi-Fi direct panel, you should see a list of Peer Devices or Available devices or something similar. Select the device that matches your probe (VAXXXXXXXXX) to disconnect. | ||
| 10. When attempting to connect to an Android device, the connection fails repeatedly. | There is a pending software upgrade to the Android device. | Close the app, open Settings and navigate to the System update panel. Depending on the manufacturer of the Android device the System update panel is found in different places in Settings. If an update is available, follow the steps to download and install the update. |
| After the upgrade finishes, you will likely be instructed to restart the device. After the device restarts and you are able to open the Vscan Air app, attempt to pair again. | ||
| 11. When an Android display device is connected to a Vscan Air probe using a given network, actions like ping, image upload to PACS, print to network printer or any file transfer fails. | If the IP schema of the network is 192.168.20.x, the Android display device cannot ping or transfer data on the network when a Vscan Air probe is connected. | The IP address of the network where the display device is operating has to be changed to anything different from 192.168.20.x |
| 12. Probe does not connect to app. | Display device OS update. | Restart the display device by powering off. |
| * The need to reboot the device to solve this issue is rare. | ||
| † This currently does not behave as expected and will be improved. | ||
Disclaimer: The information herein is not intended to replace the product’s User Manual. Please consult the User Manual for comprehensive information and cautionary guidance about the product’s operation and use.