In case of any malfunctions with the hardware-software complexes produced by our company, you can contact technical support by e-mail: support@physiospect.info
Please install the Teamviewer program and be ready to say the ID and Password of your computer for remote configuration and diagnostics of the device and software by our employee.
TROUBLESHOOTING:
1) THE SOFTWARE IS NOT STARTED
If you try to start the software, but nothing happens, an error message is displayed, or the system can not detect the device:
- check that the device is connected to any available USB port and turned on (the LEDs on the front panel are lit),
- check the operating system version (the correct operation of the software of Physiospect and Physiospect 3D is possible only with Windows 7 and later versions). Work of the software on Mac computers is possible only using the Boot Camp utility or Parallels Desktop and preinstalled Windows 7 or later versions,
- check the installation of the device drivers in the list of devices in the control panel of the computer. If the drivers are installed correctly, the device is identified as FTDI Device, if the drivers are not installed - as an unknown device or a USB hub with a "?". If necessary, install or reinstall the driver,
- check the antivirus software of the computer: it is possible that some antivirus programs block the connection of third-party devices and do not allow the launch of programs with connectable databases. In this case, add the Physiospect software to the list of allowed programs in your antivirus or disable the antivirus while the device is running,
- you can have a version of the device that is incompatible with the installed software (for example, the DogScan device and Physiospect software) - check the software version and the connected device model,
- the activation code of the device was entered incorrectly or the device was reset to the factory settings due to an error in connection - contact technical support and be ready to provide the serial number of the device for obtaining the activation code.
2) THE SOFTWARE DOES NOT FIND A CONNECTED DEVICE:
- options for program errors and conflicts were addressed in paragraph 1,
- check the USB cable connecting the device and the computer: the interface cable must not be longer than 3 meters, the cable must be connected directly without using any kind of USB extension cables and concentrators, the cable should not contain additional resistive elements,
- test the USB port on the computer by connecting any known USB device (for example, a USB flash drive) to it. If there are several USB ports on the computer, try connecting the device to different USB ports,
- check the device - it should not be visibly damaged, and when the power is turned on, the LEDs on the front panel should blink (the blue and yellow LEDs should blink 3 times and then the green LED should stay lit all the time from the moment the device is turned on),
- in case the device can not be connected to the computer using these recommendations, it may be damaged by static electricity - contact technical support for its recovery.
3) THE PROGRAM IS LAUNCHED, BUT I CAN NOT START A RESEARCH (NO SIGNAL FROM BIOINDUCTORS):
- check the integrity of the cables, plugs and connectors of the device and bioinductors,
- if there is an additional kit of bioinductors, connect the other bioinductors and test the device with them - the "research" button should become active when putting on the bioinductors on the head of a person (or on the body of a pet),
- in case you can not start a research, please contact technical support.
4) THE RESEARCH BEGINS, BUT IS INTERRUPTED OR STOPPED ON THE MIDDLE:
- the signal is too weak or strongly noisy due to electromagnetic interference,
- the cable or the bioinductors are damaged and the signal quality is unsatisfactory - please contact technical support.
METHODS OF REDUCTION OF INTERFERENCE AT WORK OF HARDWARE AND SOFTWARE COMPLEXES:
During the operation of the device, interference can be caused from the electrical network 220V. Most often this is due to the absence of grounding in the electrical network. Also, network interference is possible due to the nearby powerful industrial equipment: transformers, air conditioners. Despite the fact that the Physiospect complex can recognize the noise and do not take them into account during operation, it is strongly recommended to take all possible measures to minimize interference with the device.
If you are using a laptop for work with the Physiospect, it is advisable to disconnect the power from the network while performing the diagnostics. It is also necessary that the patient take off all metal objects: rings, chains, watches and sit, without stirring, in a relaxed state.
If you have any other technical questions, you can contact our technical support: novacorp2006@gmail.com