23 TROUBLESHOOTING
23.1 THE SCANNER IS UNRESPONSIVE
Solution: Try clicking the browser page reload button first. If this does not help, restart the scanner by pressing the
power button. In case this does not help, remove the power cord for 10 seconds.
23.2 DEVICE CANNOT BE FOUND
•
Solution: Make sure your computer/tablet and the scanner are on the same network, or that the network administrator
has allowed the remote usage. To allow your users to access Ocus also from an outside network (e.g., from home in
absence of VPN or from another institution’s network): allow the scanner to make outbound requests via TCP/471 to
*.grundium.net (use *.grundium.net instead of IP address). See section 7.1 Setting up the network firewall
configuration based on the MAC-address for the complete list of instructions.
23.3 FORGOT YOUR PASSWORD
Solution: Go to https://www.grundium.net and click Forgot password in the bottom right of the screen. Type your e-
mail address and click Continue. A verification code is emailed to you. Enter the verification code and click Continue.
Enter the new password and click Confirm.
Note: The Ocus scanner needs to be connected to the internet and to the Grundium cloud for it to receive the updated
password information.
23.4 POWER BUTTON LIGHT IS STEADY RED
Solution: Ocus Scanner is in error state. Contact your distributor or Grundium’s Support.
23.5 DOWNLOAD DOES NOT START AUTOMATICALLY WHEN EXPORTING USING THE WEB DOWNLOAD EXPORT
PLUGIN
Solution: Check your web browser settings and disable all ad-blockers and pop-up blockers for *.grundium.net.
23.6 SCAN QUALITY IS BAD OR HAS OTHER ISSUES
Solution: Make that there are no strong light sources near the scanner, as they may interfere with the scanner
operation. Also, check section 23. Cleaning the scanner. If no strong light sources are present and cleaning the Ocus
scanner does not solve the issue, contact your distributor or Grundium’s Support.
To Next Page
Loading...