General Question | Answer |
My AXSIS Scanner just arrived and I don't know what to do! | Proceed to the Installation Guide in the Knowledge Base |
I can't find a certain cable or port! | If you are utilizing a stand/stanchion/junction box, the cables will be located inside. Unscrew the AXSIS Scanner from the stand, the cables will be attached to the AXSIS Scanner |
My stand isn't tightening! | Occasionally, threads on the pole, nut and base may contain residual shavings from the manufacturing process. Before connection, check that the threads are free from debris and shavings to ensure a proper threaded fit. |
Hardware Issues
Issue | Solution |
Power Issues |
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Black Screen |
If above steps do not fix the issue, continue onward:
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Blank Screen (Camera portion doesn't show, but orange dotted box and white box are still visible) |
If the camera still doesn't come back on, follow the below steps:
If all the above steps fail, Contact us at 860-600-0336 |
Internet/Connectivity Issues
Issue | Affected Version(s) | Solution |
---|---|---|
Issue | Affected Version(s) | Solution |
Cannot connect to Ethernet | All | Check cable, internet, Whitelist Following Domains/Ports: Domains: Ports: XMPP Port TCP 5228 XMPP Port TCP 8086 HTTP Port TCP 80 HTTPS Port TCP 443 ICMP (Ping) TCP 18991 |
Help setting up a Wi-Fi connection | All | Contact Reality at 860-600-0336 |
Visual Issues
Issue | Solution |
Frozen Screen |
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White Box on screen when no one is in frame |
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AXSIS Scanner takes a while to read temperature |
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White Loading (spinning) Circle |
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Blue Loading (spinning) Circle | Low Temperature readout:
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Red Loading (spinning) Circle | High Temperature readout.
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Yellow / Green Spinning Circle | Send into Reality Interactive for repair |
Not recognizing face |
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Temperature Reading is above 100.4 degrees / Below 96 degrees | AXSIS Scanner will not display a temperature over 104 degrees or under 96 degrees. Check scanner model – it will not be the AXSIS Scanner |
Temperature Reading is lower than user anticipates | *A temperature reading of 96 degrees is normal, as the AXSIS Scanner is taking an average external temperature of the person's forehead. Internal temperatures are 98.6, but external temperatures may be a degree or two cooler. |
Blank Screen (Camera issue) | See Blank Screen instructions above |
White BitShuttle Logo Screen | AXSIS Scanner needs to have its software re-flashed. Retrieve software flashing USB-Key from Reality Interactive and follow USB-Key instructions at https://thermosupport.realityi.com |
Orientation Issues
Screen Orientation is critical for AXSIS Scanner proper functionality
Component | Proper Orientation |
Standard AXSIS Scanner Height | Five feet from the floor to the bottom of the Screen. A stepstool may be necessary for those shorter than 5’5” |
Face | Ensure the face is completely on screen, with the face slightly tilted up The goal is to have the user’s head inside the orange box as close as possible, with the chin almost touching the bottom of the orange box and the top of the head almost touching the top of the box |
Masks | No gators Ensure the Mask does not cover the eyes or bridge of the nose If a mask is removed, do not place it atop their head or have it hung around their neck |
Bald / Blonde | Decrease the ambient light. Washout may occur if the rooms light is too bright, or concentrated on the user, washing them out.
Lotion will also block a temperature reading |
Hair | Bangs will block a temperature reading, push them aside |
ADA (Wheelchair Accessibility) |
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