Apixia Troubleshooting
Contents
1. properties Instructions for installation are located in the user manual If the customer still has issues downloading the software follow the instructions below When downloading the software a single computer is single user Network server is to be saved on the main computer where the network base is located Then Network Client Dicom tools Select No Click Install Language English Autodetect IP Address Q Can not connect to server A Tell the customer to create a firewall exception so access to Digirex is allowed Firewall Digirex Public If this doesn t work restart the computer Click Autodetect IP address Patient Info Client Data Please note Apixia scanner includes a TWAIN driver which allows for use with TWAIN supported third party imaging software Rev A Jan 18 2013 5 19 NETWORKING RELATED ISSUES Network server is to be saved on the main computer where the network base is located Then Network Client Dicom tools Select No Click Install Language English Autodetect IP Address Q Can not connect to server A Tell the customer to create a firewall exception so access to Digirex is allowed Firewall Digirex Public If this doesn t work restart the computer Click Autodetect IP address Patient Info Client Data Please note Apixia scanner includes a TWAIN driver which allows for use with TWAIN supported third party imaging software Q2. Can t connect to server Q Is the server running Q I m receiving an error message that says can t connect to server SOLUTION Auto detect IP Address Write the IP address number down Double check IP address Rev A Jan 18 2013 6 19 Disable the Firewall Tell the customer to create a firewall exception so access to Digirex is allowed Rev A Jan 18 2013 7 19 IMAGING RELATED ISSUES Q Why is there no image A Is the non printed side facing the X Ray Non printed side is the chemical side A Is the printed number showing through the clear window in the plastic sleeve A Did you adjust your radiation level A phosphor plate needs about 1 2 the radiation amount of regular film Q What settings should I adjust my X Ray machine to A A typical initial setting should be Time 0 20 0 25 seconds TMA 7OKVP X Ray Machine Adjustments More time image will be darker Higher MA image will be darker Higher KV image will be darker Q Why is my image too dark A Decrease MA contrast reduce KVP reduce time or increase distance Note If customer is attempting a sample image and the image appears black customer must make sure the object is between plate and X Ray Q Why is my image too light A If phosphor plate is exposed to a light source for about 20 seconds the image will fade Rev A Jan 18 2013 8 19 MORE ILLUSTRATED IMAGING ISSUES i Use a USB hub with scanner to guarantee
3. APIXIA DIGIREX PSP SCANNER AND SOFTWARE TROUBLESHOOTING Installation Networking and Imaging Issues Rev A Jan 18 2013 1 19 Apixia Digirex PSP Scanner and Software Troubleshooting for Installation Networking and Imaging Issues TABLE OF CONTENTS 1 Installation 0 p 3 2 Networking 00 p 6 3 Tmaging cceceeseees p 8 4 Hardwar cscssssccsseee p 19 Rev A Jan 18 2013 2 19 MOST COMMON INSTALLATION RELATED QUESTIONS Q Where do I locate the software s serial number A The serial number is actually printed on the CD label of the software Please retrieve this number and retry Q Cannot connect to server A Try making a firewall exception Firewall Digirex public if that doesn t work try restarting the computer Q Is Apixia s software compatible with my office s practice management software IE Dentrix Eagle Soft People Soft Open Dental A Yes you must purchase a Data Grabber for a one time charge of 495 from Apteryx They remotely install the tool that bridges your software It should take less than 30 minutes for them to do this and they do it remotely so it is very simple to do so Q How do I back up my patient s data files A For XP click on the square box in the lower left hand corner start button then select Program file followed by Digirex followed by Client Data followed by Digirex Server Data A For Windo
4. enough power when operating ii Verify the USB hub is functioning properly iii Do not use USB cable longer than 1 8 meters long 2 Black and white blocks on image Incompatibility of certain computer main board manufacturers such as VIA board Rarely occurs b T i Use a usb powered HUB ii Avoid using computers with VIA motherboards 3 Low quality image from low x ray dosage Rev A Jan 18 2013 9 19 i Avoid using maximum filter level and low dosage when shooting x rays i Increase x ray dosage 4 Tilted image Plate was inserted at an angle 1 Be sure to only use official Apixia brand plates Avoid using other plate brands ii Run the scanner on cleaning mode and use the cleaning plate 3 to 5 times 5 Image has too much contrast d i i Verify the x ray head is properly calibrated ii Verify imaging plate with exposure has not been exposed to any light source before scanning 6 Two images displayed Rev A Jan 18 2013 10 19 i Two continuous plates were inserted without waiting for the initial plate to erase and exit 7 White banding of different sizes eg l i Make sure Apixia brand plates are used ii Use a new plate and try again iii Run the scanner on cleaning mode and use the cleaning plate 3 to 5 times 8 Artifacts and ghosting appear on screen i Avoid using dosages that are much too high or too low 9 Regular horizontal lines appear Rev A Jan 18 2013 11 19 CR
5. i Scanner was moved during scanning Please keep scanner stable during scanning 10 Incomplete scanning i Use a powered USB is during scanner operation Rev A Jan 18 2013 12 19 ii Verify no error indicator lights are on ii Avoid human operator error such as inserting a second plate before initial plate has been properly erased and ejected 11 White dots appear on image due to white glove powder residue i Use cleaning mode and run the cleaning plate 3 to 5 times 12 Image too dark i Use a lower x ray dosage ii Adjust the gamma and brightness settings to a higher value in setting exe 13 Image is too light Increase X ray dosage ii Adjust the gamma and brightness in Setting exe to a lower value in setting exe Rev A Jan 18 2013 13 19 14 Exposure artifacts displayed on image sides due to light exposure of plate before scanning i Plate sleeve must be removed immediately before insertion into scanner Early removal of sleeves will expose plate to lights 15 X ray Images display cracks or damage of plate by chemical cleaners or solutions Tial ta i i CR i Make sure the blue image side chemical side has no damage or cracks i Clean plate with soft dry cloth Do not use chemical agents to clean the plates 16 Mirrored images Rev A Jan 18 2013 14 19 i Blue side of the plate must face X ray source during X ray exposure ii When placing plates in sleeve the printed side mu
6. r repair Blue blinking Scanning function error 1 Restart the unit and rescan the plate 2 Return the unit to local dealer for repair Orange blinking Plate jam 1 Turn off the PSP scanner press and hold On off button for 3 to 4 seconds Ready light will flash and start the Clean amp Clear Mode Please wait until the jammed plate is expelled and drop down out of the unit on to the exit tray Restart the unit to continue the regular scanning operation 2 Use cleaning plate to clean the PSP scanner There are random artifacts on the 1 Use cleaning plate to clean the PSP scanner images 2 Return the unit to local dealer for service No device found 1 PSP unit has not been switched on or USB cable has a loose connection 2 USB cable malfunction 3 Scanner has been plugged into a USB 3 0 Port Unable to insert plate platform gate 1 PSP unit is not on or PSP capture icon has not been clicked Rev A Jan 18 2013 19 19
7. st face out towards the transparent side 17 Elongated images i Do not use force when placing plates in mouth Plate should avoid being bent to reduce distortion of image Rev A Jan 18 2013 15 19 19 Image appears sloped or cutoff A 2 plate guide was used for a size 0 plate Incorrect selection of plate guide size Use the correctly sized plate guide when scanning images 20 Two scanning images displayed Hi ae i Make sure only one scanning program is turned on 21 Completely white image i Verify if X ray source is working properly ii Verify that imaging plate was inserted properly and scanned Proper blue side was Rev A Jan 18 2013 16 19 scanned iii Verify scanner was not in cleaning mode during normal operation 22 White areas of image on lower jaw due to Tori Image is normal 23 Image is not clear and is blurred 16bitsdisplay mode Rev A Jan 18 2013 17 19 32bits display mode am Se JH EE iei as BTA A Baie SS ARASH gt ETD 1 BEIDEN BATRES AY ATI Redeony ia POER e 9 aa cto 1366 x 768 MRR j3 Pahaksi E wz SAA Set the windows display to 32 bit mode Rev A Jan 18 2013 18 19 HARDWARE TROUBLESHOOTING PROBLEM CAUSE Alternation blue and orange blinking Erase function error unable to activate 1 Restart the unit and rescan the plate 2 Return the unit to local dealer fo
8. ws 7 follow the following steps Click the windows start button in the lower left corner of your screen Type the word folder in the search box Click on the Folders Options Click on the View tab of the Folder Options window Select the Show hidden files folders and drives Click Apply and then OK Click on My Computer Click on C drive Rev A Jan 18 2013 3 19 Click on Users folder Click your user name folder Click Appdata Click Local Click Virtual store Click Program Files Click Digirex Click Data C Users YOURUSERNAME A ppData Local VirtualStore Program Files DIGIREX DATA Copy and paste this folder to an external hard drive to back up your data To gain access to your images on a new installation copy this Data folder to C Users YOURUSERNAME A ppData Local VirtualStore Program Files DIGIREX Q How do I modify my patient data files A Patient s data is located in the patient file C Users YOURUSERNAME AppData Local VirtualStore Pro gram Files DIGIREX DATA Also please see answer to How do I back up my patient s data files for a more complete explanation on how to locate the data file Rev A Jan 18 2013 4 19 Installation Issues Questions to ask while troubleshooting 1 What operating system are you using Square box at lower left hand corner of screen is XP Circle is Windows 7 2 Are you 32 or 64 bit Click start button then right click on computer select
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