Troubleshooting FAQs for Digital tools

Problem

Possible reason

Resolution

1. Not able to create user

accounts

1. Display device not connected to a network that can access the user account creation server.
2. The user authentication server is down.
3. Password guidelines are not met.
4. User has selected a region/country which is not yet cleared for Vscan Air.
5. User is deactivated in the backend.

• (a, b) Retry the workflow when the internet connection is available. If issue persists, Contact GE HealthCare Service 
• (c) For password see Password guidelines below
• (d, e) Contact GE HealthCare Service 

2. User sign in fails

1. The user authentication server is down.
2. No Internet connectivity.
3. The username/password combination is incorrect.
4. The user has forgotten the password.
5. The user is not the accessible list for the enterprise probe.
6. Difficult to type lengthy, complex usernames, passwords with one hand.

• Guest user option is available to the user.
• Answer confirmation email to reset password.
• User can ask admin to give access to specific probe.
• Guidance text in user manual on the usage of predictive text, swipe keyboard settings on android/iOS devices for ease of usage. 
• If issue persists, Contact GE HealthCare Service

For MyRemoteShare feature to work on iPad's, they need to have SIM card with data enabled.