Troubleshooting Guide - MES SQA-iO Service Manual

Service Manual Version 187.5.1
APPENDIX 2: TROUBLESHOOTING GUIDE
TROUBLESHOOTING OPERATING ERRORS: This table describes what to do when a problem occurs with the SQA-iO
app access or when running a test or receiving an error message. It is important to note: If the SQA-iO case is
opened by the user, it is no longer under warranty.
ISSUE POSSIBLE FAILURE SOURCE
1. USB connection error
indicated on the app header
/ pop-up warning.
Computer
2. USB connection failure after
connectivity
installation
3. Driver error after login/sign-
up
1. Missing required information
2. Did not accept Terms and
Cannot
Conditions
Sign-up
3. User already exists
When clicking on the 'Login'
Cannot Login button a warning that user email
or password is incorrect/missing
Self-test A failure is indicated by a red
failure warning icon on the HOME page.
The testing
The testing capillary may have
capillary
been inserted upside down or
won't go into
blue piston is not fully pushed in.
the SQA-iO
Low Test A red button is shown when the
Credit test credit balance is below 10.
1. No test credits remain
Cannot start
testing / the
2. Information missing in
START TEST
mandatory fields
button is
disabled
3. The SQA-iO is not connected
Connection is
lost during a
Loss of internet connection
test
Test results
Test results appear to be out of
are not
range.
logical
AUGUST 3, 2021 SQA-iO Service Manual
Remove and reconnect the USB cable – follow the pop-up
warning instructions that can be activated by clicking the USB icon
found in the app header or click the 'Disconnected' button on the
app home screen.
Display of Step 2 of the installation process where the user is asked
to connect the USB cable. If it fails, please report using online
support by clicking on the link to the troubleshooting page.
Download and reinstall the driver by going to step 2 of the
installation process. If it fails, please report using online support.
Fill in the mandator fields that are missing information. This is
indicated by red explanation text when clicking on the 'Register'
button.
The email entered to "Register" is already in use. Select another
email or may require a password reset (see 'Cannot Login' below)
Reset the user password: Request an email with a link to reset the
password when receiving message "Forgot email?"
Click the red icon indicating a failure. Observe the normal range
value.
1. Clean the test chamber using ONLY MES cleaning kit.
2. Remove and reconnect USB cable.
3. Reboot the device.
If problem persists, refer to MES customer support:
https://www.sqa-io.com/#/contact-us/contact-us
Refer to the Appendix section of this guide for instructions on how to
correctly prepare and insert the capillary into the SQA-iO device.
Click the "Tests Remaining" button on the HOME screen to enter a
new code for test credits or contact SUPPORT to order a new test kit
with a new test credit code. If the credit balance is 0 the "Test
Patient" section on the navigation bar is disabled.
• Add test credit from a new testing kit using the unique code
provided.
• Order a new test kit by going to SUPPORT
Fill in all fields that are mandatory as indicated by an asterisk:
Remove and reconnect the USB cable per the pop-up instructions
(and based on the red USB icon shown on the header bar).
The USB connection indicator will turn RED and a pop-up warning
will tell the user to reconnect and navigate back to the data entry
screen. Start must be pressed again. The patient information is
saved and the system will return to the data entry screen. Test
credits will not be charged.
Go to the Service page and follow the instructions:
1. Clean the test chamber using ONLY MES cleaning kit.
2. Remove and reconnect USB cable and reboot the device.
If problem persists, refer to MES customer support:
https://www.sqa-io.com/#/contact-us/contact-us
9
SOLUTION
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