Error Codes
Missing attribute: isObservedMode Element: PASSPORTCHECKIN
Error with the Passport. Clinician will need to manually check in the donor with last four of the social security number.
What is the URL for CS to reach the PRINTER troubleshooting page? Type in chat.
What is an Activation Failure?
Activation Failure (Error Screen) can happen due to the Power Cord/USB Cables not being plugged in or gets unplugged during activation.
Internet Connection- if the Host System is not connected to the internet, activation cannot proceed.
Activation Applet Error- Process Stalls after the user selects the Activate eReader+ Link in the Tools page of eScreen123.
Activation Link Not Available- User is not able to access eScreen123 Tools page to reach the Activation Link. Or, clinic already has eCup+ services live, but also has eCup service on their account.
Activation Link (Banner Bar)- When a “New Clinic” user selects the Activation Link in the banner bar, a blank page is presented. This may mean that the user does not have access rights to the Tools page in eScreen123.
Host PC System Error- Activation Button is grayed out due to Host PC system Error. (System Busy Status 17- Firmware update failure notice) is one way to build team identity?
What is Error Message- Barcode Mismatch
THIS NORMALLY HAPPENS WHEN A LEGACY eCUP LID IS USED ON THE eREADER+ MACHINE- MAKE SURE THEY ARE USING THE CORRECT CUP
What topics are CS required to gather the callers info related to the complaint?
Testing Window Failed to Appear
Test Does not Start
Testing Window Failed to Appear
CCF Not Printed
Object reference not set to an instance of an object.
There is an issue with the passport, switch to manual check-in.
Wordpad
What is a Firmware Update Issue
Anytime the eReader+ needs an software update, the software is pushed to the system. If the firmware updated install fails for any reason the user will see an “FIRMWARE ERROR” message
What is an Internet Connectivity issue
eReader+ System Host PC is unable to reach the internet. This can happen if the installation location has strict Firewall Rules or their internet connection is down.
What are the 3 steps to fixing "eREADER+ Debris Detected"?
Step 1: Clean Glass inside eREADER+ using a Lint Free Wipe
Step 2: Clean test strip area on top of eCUP+ using a Lint Free Wipe
Step 3: Click the "Retry" button.
Dynamic Service not found for client
Clinician needs to press “out of cups” then click “Convert to urine collection”
What is the URL for software only clinics to keep on clinic computers to use the ePad?
What is Buzzer Issue
It is an audible alarm sound that comes from the eReader+ Instrument
Why would Error Message- System Is Busy happen?
If there a donor on the waiting list with status “In Process” and they try to run another test. OR There is a bad Status that needs cleared in SQL
Where does a collector go to reprint a CCF?
To reprint, navigate to the Reports tab in eScreen123, Internal Reports, Reprint CCF.
A potentially dangerous Request.Form
• Their escreengo email address has a special character within it.
• User must be configured for at least 1 clinic access to login
• Clinician's account is either not associated to any clinics or the clinics they are associated to are inactive.
What is the computer "app" to test the ePad?
ePad Generic Test Utility
Why would an eReader+ Not be Present?
This typically happens because the user did not hit OK on the Confirm Certificate box to allow the certificate to work.
What two things should the reps gather before calling App Support-
Computer/Device Name and eReader+ Serial Number
What are the steps to fixing eCUP+ Not Detected?
Step 1: Open the door.
Step 2: Check to see if there is an eCUP+ in the eREADER+
Step 3: If no eCUP+ is there, put the correct eCUP+ in the eREADER+
Step 4: Click the "Retry" button.
What is the URL for CS to reach the Error CODES? Type in Chat.
Within how many feet must the mouse/keyboard be of the USB in order to work?
3 feet
Why would eReader+ Instrument- Not Power On?
The eReader+ may not be plug into a power outlet or the power cable may be faulty.
What is the URL for CS to reach the Error Messages section? Type in chat.
What is the URL to "Running a Test- Testing Window Failed to Appear" Type in chat.