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Troubleshooting Common HandScanner Issues:

Step 1: Ensure your Power Cable is Fully Connected and has no defects

If your HandScanner is not turning on, please verify that the power connector and any extenders are properly connected on both ends. Please also confirm that the power outlet you are connecting to has power.

Once you have confirmed everything is plugged in, please wave your hand underneath the HandScanner. If lights do not come on, this means that there is something wrong with the power supply or power outlet. Please contact your maintenance team or PathSpot Support for assistance.

If the lights turn on but the HandScanner is still black screened or showing a battery icon, please proceed to step 2. 

Step 2: Ensure HandScanner is Fully Charged

If your HandScanner is turning on and off on a screen displaying a battery icon, your HandScanner is likely out of power. In order to fix this, please leave your HandScanner connected to power for at least 1 hour and up to 24 hours. Once charged, unplug and replug your HandScanner to verify if it is fully charged. If the HandScanner is fully charged at that point, it will proceed to turn on.

If the battery icon still shows after 24 hours charging or the HandScanner remains with a black screen (while the purple lights underneath are working), contact PathSpot support and let them know your HandScanner is showing the battery icon on the screen. 

What to do if my HandScanner is power cycling - turning on and off - after it turns on. 

Send a video of the issue that shows at which stage or screen during the boot procedure the scanner turns off. Please use the guide below to report issues to PathSpot Support. 

Case 1: HandScanner turns on and after startup displays a white screen with the PathSpot logo, and then continues to loop between this screen and a black screen.

Case 2: HandScanner turns on to a black android screen, and then continues to loop between this screen and a black screen. 


Case 3: HandScanner turns on and after startup displays a startup countdown. On the countdown the HandScanner turns off and continues to cycle between the startup countdown screen and a black screen.

 

 

Case 4: HandScanner turns on and after startup displays a HandScanner registration pop-up. On the registration screen the HandScanner turns off and continues to cycle between the startup countdown screen and a black screen.

If the HandScanner is showing a HandScanner registration screen this means you will need a registration code from PathSpot Support in order to start up your HandScanner. However please let the team know if your HandScanner is showing the registration code and constantly looping between this screen and a black screen. 


Case 5: HandScanner is showing a gear screen without a stop. 

This screen is normal and indicates the scanner is preparing for a scan. However, if this is happening more frequently than once every 50 scans, the HandScanner may need maintenance. Please report any of the following:

  1. The pop-up is allowing scans but happening often.
  2. The pop-up is continuous and doesn’t ever allow a scan. 
  3. The pop-up is causing the HandScanner to reboot.