Grundium scanner troubleshooting guide

Shannon Mitchell Updated by Shannon Mitchell

A damaged shipping container or scanner

If you receive your scanner in a damaged container or receive a damaged scanner, contact your Zoetis representative.

If the scanner is not working correctly, try the following:

Check if the scanner is off (no status light indicator of any colour)

  • If the scanner is off, check the power cord and make sure it is firmly connected to the scanner, the transformer and the socket. Although a cord may appear firmly in place, manually check that it is.
  • Turn on the scanner by pressing the power button on its neck. The power button will flash yellow and eventually display a steady green light indicating it is ready to use.
  • Return to Vetscan Imagyst and confirm that the scanner is online and the status light is green.

Check if the scanner displays a green breathing (slow flashing) light

  • If the scanner displays a green breathing light, press the power button on the neck of the scanner. The power button will flash yellow and eventually display a steady green light, indicating that it is ready to use.
  • Return to Vetscan Imagyst and confirm that the scanner is online and the status light is green.

Check if the scanner is on (the status light is a steady green light)

  • If the scanner is on, ensure the scanner you chose within Vetscan Imagyst and the scanner you are currently evaluating are the same.
  • If the scanners are the same, press the power button on the scanner's neck. The power button will flash yellow and eventually display a green breathing light, indicating the scanner has been turned off.

Important: Do not disconnect the power cord without shutting down the scanner. A sudden power loss can corrupt the scanner’s internal data storage and potentially lead to data loss or unusability.

  • Once the scanner is off, turn it back on by pressing the power button on the neck. The power button will flash yellow and eventually display a steady green light indicating it is ready to use.
  • Return to Vetscan Imagyst and confirm that the scanner is online and the status light is green.

If you have attempted to cycle the power as described above and are still experiencing problems, you may need to unplug the scanner completely.

  • First, turn off the scanner. Press the power button on the scanner's neck to turn it off. The power button will flash yellow and eventually display a green breathing light, indicating that the scanner has been turned off.

    Important: Do not disconnect the power cord without shutting down the scanner. A sudden power loss can corrupt the scanner’s internal data storage and potentially lead to data loss or unusability.
  • When the scanner is off (displaying the green breathing light), remove the power cord. Wait 20 seconds, and then plug the lead back into the scanner.
  • Press the power button located on the scanner's neck. The power button will flash red and eventually display a steady green light, indicating that it is ready to use.
  • Return to Vetscan Imagyst and confirm that the scanner is online/green.

Make sure that the power outlet is working.

  • Contact customer support if you have attempted all the troubleshooting suggestions above and are still experiencing problems.

Additional troubleshooting steps

Additionally, one of the following may occur:

Steady yellow light: Remote access has been disabled

  • If you check the scanner and the status light is a steady amber, remote access to the scanner has been disabled. 
  • If the network you use has a firewall, make sure that the scanner is allowed to use the outgoing connection to the Internet: 
    • TCP ports 80 & 443 for use within the same network 
    • TCP port 471 for use from the remote network (required).
  • If the firewall uses a MAC filter, the scanner's MAC address is on the label at the bottom of the scanner. Traffic between devices in the network must also be allowed.
  • If you are still needing help, contact customer support for additional assistance.

Yellow rapid flashing: Update in progress

  • If you check the scanner and the status light is yellow and flashing rapidly, it is currently updating its internal software. Do not touch the power button. The scanner should complete the software update soon and reboot itself.
  • If the scanner is not operational within 1 hour, contact customer support. 

Red status light: Internet connectivity

  • If you check the scanner and the status light is flashing red, there is an internet connectivity issue. 
  • Manually check the network cable to ensure it is firmly connected to the scanner.
  • If the problem persists, test the cable and the internet connection to the office space.
  • Contact customer support if the network cable provides Internet access but the status light remains purple.
  • If the scanner light is a steady red, the scanner is in an error state.  Contact customer support.

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