spencer 2022A user guide spencerhealthsolutions.com 71
ISSUE: If the rell is inserted while the Home icon
is touched on the device screen, the device may not
register that the rell has been inserted.
ACTION: The rell must be reinserted before the
device can register the rell. Touch Open Lid on the
Tools page to open the lid, remove and then reinsert
your rell.
To manually shut down the device, press and hold
the Power button located on the back of the unit for
about ve seconds until the lid opens, then remove
the rell.
Press and hold the Power button located on the
back of the unit for one second to restart the device,
then reinsert the rell and close the lid.
ISSUE: The device falsely triggers an “invalid scan”
error message.
ACTION: Remove the rell, then reinsert the rell
and close the lid. If the information on the rell and
pack barcode are scanned successfully, the device
accepts the rell.
ISSUE: An internal error occurs during rell
registration causing the lid to remain locked,
preventing the removal of the rell.
ACTION: Press and hold the Power button located
on the back of the unit for at least 5 seconds until
the lid opens to turn off the device. The lid unlocks,
allowing removal of the rell. Press and hold the
Power button for 1 second to restart the device,
replace the rell, and close the lid.
ISSUE: If an error occurs during a multi-pack
dispense and the device must be restarted, after
restart the device reports the multi-pack count at 1
rather than the actual multi-pack count. For example,
the device displays “1 of 3” rather than “3 of 3” if two
packs were already dispensed before the device
restart.
ACTION: The device still dispenses the correct
number of packs, therefore no further action is
required.
ISSUE: If an error occurs with the last dose, the
system does not display the message instructing
you to insert a new rell.
ACTION: Insert the new rell at the start date and
time printed on the rell label. The device accepts
the new rell.
ISSUE: When playing video tutorials through
the menu option, Video Tutorials, pressing Play
continuously causes the video to freeze.
ACTION: Return to the home screen by selecting
the Home icon, and then try again.
ISSUE: When registering to become a spencer
patient, the name you enter does not match the
name used by the pharmacy management system.
ACTION: The pharmacist must ensure that the
name (rst and last) is unique in spencerCare and
that it matches the name used by the strip packager
and their pharmacy management system. If the
name does not match, ask your pharmacist to call
Customer Care. If you get a rell that is clearly not
yours, call you pharmacist immediately to prepare
and send you the correct rell.
ISSUE:If you receive a new rell from your
pharmacy and insert it into spencer prior to the
current rell being completed, you may get a “rell
out of sequence” error.
ACTION: Call your pharmacy for instructions about
resolving this error.
ISSUE: The spencer device cannot connect to a Wi-
Fi network.
ACTION: Restart the device. After it comes online,
select Forget Network in the Wi-Fi settings, then
reconnect again. If this doesn’t work, let the device
sit for at least 10 minutes, then try rebooting,
forgetting the network, and reconnecting again.
Contact the Spencer Health Solutions Customer
Care team at 866-971-3196 with any additional
questions.
Troubleshooting
The following are examples of issue that may occur during your use of the spencer device followed by
instructions about how to resolve them.
NOTE: None of the issues on this page will prevent users from taking their medication(s).
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