Troubleshooting the Handscanner

As the day goes on, the HandScanner shows “No Hands Detected” when we try to scan our hands. What is going on?

Make sure the HandScanners are connected to a strong, reliable WiFi network to speed up the HandScanner as it holds onto a massive amount of data as the day progresses. Without a reliable WiFi network, the HandScanner cannot release that data to the cloud.

An error message says that my HandScanner is not functioning?

1. Press the button on the screen to skip that message.
2. Try running a power cycle (unplug it for 30 seconds and plug it back in)
3. If the device is still not working, call or text PathSpot Support: (718) 550-0040

When trying to scan I’m interrupted by a gear pop up. What’s going on here?

Occasionally while scanning, you may experience a pop up similar to the one above. This is by design, as the PathSpot Hand Scanner needs a few extra seconds to buffer/prepare to ensure accuracy.

So, what do I do?

Keep your hands still. This process will only take 7 seconds or less to complete. Then your hands will be scanned as normal.

What happens if my HandScanner goes offline? 

If PathSpot reaches out to you stating your HandScanner is offline, this means we are not receiving scan data. It could mean your device isn't connected to WiFi, or your device has no power. 

Initial Troubleshooting

As a first pass many times a hard reset will resolve the issue.  To do this, unplug the device from the wall for 30 seconds.  Once re-plugged, allow for the system to complete a short initialization period to fully reboot.

If the issue persists, follow the steps below to get your PathSpot HandScanner back online: 

WiFi 

Your scanner may be offline due to WiFi being disconnected. If you see the red WiFi Symbol on the top right, as shown below, you'll need to re-connect.

Once you tap the Wifi icon, you'll see a list of available networks. Connect to your approved network and you'll be back online. 

No Power 

If your PathSpot Hand Scanner is not turning on check the following: 

Power Cord - Please make sure the scanner is plugged into the wall. Also make sure the power cord is plugged snuggly into the back left bottom of the scanner. Once you plug the PathSpot Hand Scanner in, the purple LED lights should turn on immediately.

Your plug may take use of power extenders to reach a greater distance between the plug, and the PathSpot Hand Scanner. Check the entirety of the cord to make sure these connections are secure. 

If you see a battery icon flash on the screen when plugged in, the scanner's internal battery needs to be charged. Please leave it plugged in for 10 minutes, then unplug the scanner, and plug it back in. The PathSpot Hand Scanner will now boot up. 

GFCI Outlets: Most kitchens are equipped with GFCI outlets that may need to be reset. If your scanner is plugged in, and still not getting power, check the switch on the outlet if there is one. Unplug all cords, and press the RESET button on the outlet, and attempt plugging in your PathSpot Hand Scanner again. 

PathSpot Support: 

If you've tried the above and the PathSpot Hand Scanner is still not coming online, or powering on, please call PathSpot Support and we will be able to guide you through next steps. The following information will help our support team efficiently diagnose the issue which will result in faster resolution times:

• Send videos and/or pictures of what you are experiencing. 
• Tap the "?" symbol in the bottom right of the home screen then press "Send Diagnostics" in the top right.

Call or Text PathSpot Support 718-550-0040

Support@PathSpot.com