Troubleshooting F.A.Q for Bomee Devices

1.  Bomee Device LED Flashing Red & Blue Light

• Issue: USM display cannot be detected.
• Solution:
  1. Ensure all display cables are securely connected to both the USM (Ultrasound Machine) and the  Bomee MiniPC.
  2. Reseat the display cable to ensure a proper connection.
  3. Power off the  Bomee MiniPC, wait a few seconds, then restart it.
  4. If the above does not work please review this article for further steps here

2.  Bomee Device Voice Prompt - "Check Cable Connections"

• Issue: One or more cables are loose, disconnected, or malfunctioning.
• Solution:
  1. Ensure all cables are securely connected to their appropriate USB ports on the  Bomee MiniPC.
  2. Reseat all currently connected cables to verify a proper connection.
  3. If unsure where each cable should be connected, contact  Bomee support for assistance.
  4. If the above does not work please review this article on how to resolve here.
     
     

3. "Barcode Already in Use" ( Bomee Application)

• Issue: The barcode is already registered in another session.
• Solution:
  1. Check the admin portal to confirm if the barcode shows claimed/unclaimed.
  2. If the barcode is claimed and the ultrasound session under it doesn't match the users then check out this article here for next steps
  3. If the barcode is claimed but their is no ultrasound session under it then the user successfully added the barcode but their ultrasound has not uploaded yet. If this is the case please see article here for next steps.
     
     

4. Media Upload Delays

• Issue: Media is not visible in the app after 24-48 hours.
• Solution:
  1. Verify that the correct barcode was used for the media upload.
  2. Check the admin portal to ensure the content is visible.
  3. If the ultrasound session is not visible, try rebooting your  Bomee to see if the session uploads then.
  4. If issue persists email support at us_help@humanscape.io with the barcode # + date of the recording and support will see if they can find and recover the session.
  5. Since recovery time may vary if the client cannot wait we recommend performing another Ultrasound.
     
     

5. Scanned Incorrect Barcode

• Issue: Video or images are under the wrong barcode (user profile).
• Solution:
  1. Log into the admin portal (https://admin.bomee.io) and hide the incorrectly categorized video/images.
  2. Contact  Bomee support (us_help@humanscape.io) with the incorrect barcode number and provide the correct barcode number where the content should be associated. The support team will assist in transferring the content to the correct barcode.
  3. Provide the client with their new barcode # if a new one needed to be issued
     
     

6.  Bomee Device LED Flashing Green/Blue/Red

• Issue: The scanner is not functioning, there are no sounds from the speaker, and the MiniPC LED is stuck in a loop (Green/Blue/Red).
• Solution:
  1. Reboot the  Bomee MiniPC by pressing the power button.
  2. Wait a few seconds for the device to fully power off.
  3. Double-check that all cables are connected to the correct ports.
  4. Power the  Bomee MiniPC back on and wait until the LED is green.
  5. If lights are still flashing Green/Blue/Red after a successful full power cycle, contact  Bomee Client Support (us_help@humanscape.io) for assistance.

7. Barcode Scanner Keeps Beeping

• Issue: The scanner is having difficulty connecting to the  Bomee MiniPC via the wireless dongle.

• Solution:

  • Visit the article here for steps on how to resolve.

8. Photos aren't being captured when I press the photo clicker button

• Issue: When pressing the button on the photo clicker (wired/wireless remote) you don't hear a beep noise when pressing and photos did not appear after the session completed.
• Solution:
  • Visit the article here for steps on how to resolve.
    
    

9.  Bomee won't "Finish" a session (Stuck at the RED LED while recording)

• Issue: While in a active recording session, when you scan "Finish" the LED stays RED and the session never ends (no upload)
• Solution: Navigate to the article here for steps on how to resolve.

Additional Support

If the above solutions do not resolve your issue or if you encounter a problem not listed in this guide, please contact us at us_help@humanscape.io. Our support team is ready to assist you further.

By following this guide, you can quickly identify and resolve issues with your  Bomee device and application, ensuring a smooth and efficient user experience.