ts for compass
TRANSCRIPT
Compass Troubleshooting Guide
Updating Account Information Online
License
Installation
Hand Cradle
Compass Report
Updating Account Information Online
Updating Billing information
Updating Username/Password
Updating Billing Information
Go to www.zytocompass.com/account and log in with the same information that you use to log in to your ZYTO software.
Click on the “Billing” tab to update your account information.
Updating Username/ Password
Go to www.zytocompass.com/account and log in with the same information that you use to log in to your ZYTO software
Click on the “edit” button in order to change the username / password
License
How to Release License
“No Available Licenses”
“Internet License Expired”
How to Release License
Open your Compass 2.0 Software on the original computer
Click on “Administrative Settings
Click “Release License” on the right hand column
The program will close automatically Then may go to the other computer and log on to the Compass program to begin doing scans.
“No Available Licenses”
Have you installed or used the Compass on another PC
o YES o NO
Release the license from the computer that currently has the license claimed o If you are not able to release the license please contact ZYTO tech support
o If license is already released click here.
Are you currently connected to the internet? o YES
o NO You must have an internet connection
Run Windows Updates o Open the Control Panel
o In the upper right hand corner type in “win”
o Click on “check for updates” o Run Windows updates and reboot your PC
Try opening the Compass again; if it is still not working proceed to the next step
(if troubleshooting hand cradle driver not installing install the driver manually)
(if troubleshooting hand cradle not found CLICK HERE )
Disable any firewalls or antivirus you may have on your PC o Open up the Control Panel. In the search box, type firewall, and then click Windows
Firewall. o In the left pane, click Turn Windows Firewall on or off. If you're prompted for an
administrator password or confirmation, type the password or provide confirmation.
o Try opening the Compass again if it is still not working proceed to the next step
Make sure you are not using a proxy server
o Open up internet option
o Click the Connections tab, and then click LAN settings.
If use proxy server is selected, deselect it If use proxy server is not selected close down internet options
o Try opening the Compass again if it is still not working call ZYTO tech support
Installation Open you browser and go to zytocompass.com/install
Click on install software
After clicking on the run the setup file will start to download o Run the setup file and click on install
After that you will be prompted to type in your username and password o After typing in the user name and password the library files will start downloading
o If you are getting error “no available licenses” follow the “no licenses” troubleshooting guide.
Once the library files are downloaded the compass will prompt you to install the hand cradle drivers
o At this point make sure the hand cradle is NOT plugged in
Once the drivers are installed you will be prompted to plug in the cradle o At this point go ahead and plug the cradle in o The last step will ask you to accept the terms and conditions , click on accept
Hand Cradle
Hand Cradle Driver not Installing
Hand Cradle not Found
Hand Cradle Driver not Installing
Open up the Compass software again with the hand cradle plugged in o When the Compass props you to unplug the cradle leave the cradle plugged in
If the hand cradle driver are still not loading Run Windows Updates o Try opening Compass again, if the issue is not resolved go to next step
Install drivers manually o If the hand cradle plugged in unplug it
o Open Internet Explorer o Go to zyto.com/drivers o Click on “Hand Cradle”
You will need to select either “FTDI 32 bit” or “FTDI 64 bit”
If you are using Win 8 8.1 or 10 select “FDTI 64 bit”
If you are using Win Vista or 7 and not sure if you have a 32 bit or 64 bit operating system call ZYTO tech support
o Click on: CDM v2.08.30 WHQL Certified.exe o Save the driver installation to your desktop
o Run driver installation as Administrator (right click on the driver installation icon and select Run as Administrator)
o Plug the hand cradle in and run the compass again (if still not working call ZYTO tech Support)
Hand Cradle not Found Click on “Administration Settings”
Place you hand on the cradle and with you hand on the cradle click on “hand cradle check”
If getting message “Hand cradle is connected” you are ready to scan o If still getting “Hand Cradle not Found” proceed to next step
Wash hands in warm water with sop o Place your hand on the cradle and with your hand on the cradle click on “hand cradle check”
If still getting “Hand Cradle not Found” proceed to next step
Try a different USB port o Place your hand on the cradle and with your hand on the cradle click on “hand cradle check”
If still getting “Hand Cradle not Found” proceed to next step
Uninstall the hand cradle driver o Open Control Panel
o In the upper right hand search bar type in “device manager”
Click on “device manager”
Look for Universal Serial Bus controllers
o Expand the menu Locate “USB Serial Converter” (it’s usually at the bottom)
Right click on it and click “uninstall”
DO NOT CLICK ON OK
First check off “Delete the driver software from this device” o Click on OK
Once the driver is uninstalled plug the hand cradle back in
o The drivers will install automatically
o Place your hand on the cradle and with your hand on the cradle click on “hand cradle check” If still getting “Hand Cradle not Found” proceed to next step
Run Windows updates o Make sure to run the optional updates as well
o Place your hand on the cradle and with your hand on the cradle click on “hand cradle check” If still getting “Hand Cradle not Found” please call ZYTO tech support
How to Set up Email
Not able to send out emails
How to Email Compass Report
How to Set up Email
Click on “Administrative Settings”
Click on “Email Settings”
Select one of the outgoing email options provided o No Email
If this is selected you will not be able to send out emails
o Outlook, Live Mail, Thunderbird, Etc.
This option will bypass the Compass software and send the email via your Outlook, Live Mail, or Thunderbird program (Note: if you do not have Outlook, Live Mail, or
Thunderbird on your computer, or if it has not been correctly set up you will not be able to send emails)
o Yahoo Mail Type in your Yahoo email and your Yahoo email password in the spaces provided
o GMail
Type in your GMail email and your GMail email password in the spaces provided o HotMail
Type in your HotMail email and your HotMail email password in the spaces provided o Other
You need to fill in all boxes
Email: your email address
Username: you email address (again)
SMTP Server: this is unique to your email provider, if you do not know what the SMTP server is for your email you will need to either look it up online or contact
your email provider Port number: Usually 587, 465 or 25, you might need to look this information up
online or contact you email provider
SSL: this is a security feature, if you don’t know if your email uses SSL you will need to look this up online or contact you email provider.
Once everything is filed out click on save
Not able to send out emails
SMTP Server not authenticated server response 5.5.1
SMTP Server not authenticated server response 5.7.1
All Other “Server not Authenticated”
Failure Sending Email
SMTP Server not authenticated server response 5.5.1
This error is specific to GMail if you are not using a GMail account or an email associated with GMail verify your Email Settings
Have you recently changed you GMail password? o If YES then updates the information in the Email Settings
o If NO or this is your fist time setting up the email proceed to next step Verify your GMail password
o The easiest way to do this is to log into you GMail account then log out and try logging back in o If you are not able to log back in you will need to either reset or find out what your password is
o If you are able to log back in proceed to next step If using GMail and getting this error you will need to allow access for less secure apps
o Open your GMail account o Click on the icon in the upper right hand corner o Click Settings
o Once in settings click on “Account and Import” o Then click on “Other Google Account settings”
o When you click on “Other Google Account settings” it will redirect you to https://myaccount.google.com
o Once redirected click on “Sigh-in & security
o Once you are in the security settings look for “Password and sign-in method” Make sure that 2 step Verification is turned OFF
o Finally scroll down to the bottom of the page and look for “Allow less secure apps” Make sure that this feature is turned ON
SMTP Server not authenticated server response 5.7.1
This error is specific to Yahoo Mail if you are not using Yahoo mail go back into Email Settings and update the settings
Have you recently changed you Yahoo Mail password? o If YES then updates the information in the Email Settings o If NO or this is your fist time setting up the email proceed to next step
Verify your Yahoo Mail password
o The easiest way to do this is to log into you Yahoo Mail account then log out and try logging back in
o If you are not able to log back in you will need to either reset or find out what your password is o If you are able to log back in proceed to next step
If you are still having the issue call ZYTO tech support (Note: the only thing we can do at this point is to verify if the Compass software is working or not)
All Other “Server not Authenticated”
This error means that our software was not able to authenticate your email o Either the email was typed in incorrectly or the password for the email was typed in incorrectly o If you selected “other” in the email settings then one of those might be filed in incorrectly
Verify Email Settings
If you are still having the issue call ZYTO tech support (Note: the only thing we can do at this point is to verify if the Compass software is working or not)
Failure Sending Email
Are you connected to the internet o YES
o NO You need to be connected to the internet in order to send out emails
Compass Report
How to Open Compass Reports
How to Save Report as a PDF
How to Email Compass Report
Error: HResult_E_Fail
How to Open Compass Reports
Click on “Administrative Settings”
Click on “Session Reports”
Type in the name of the person who’s report you would like to pull up o Double click on his/her name
The reports will be listed by date
o Select the report that you would like to pull up
o Be sure that you are clicking on the white piece of paper on the right hand side
How to Save Report as a PDF Open up a Compass report
On the upper left hand side click on the floppy disk icon
Select the location where you would like to save the scan
Name the scan o A good name will have the person’s name and date the scan was performed
How to Email Compass Report
Open up a compass report On the upper right hand side click on the envelop icon with the green arrow
The recipients email should auto populate
o If it does not then fill it in the email information Verify the email is correct and click on the send button
If the email is not able to send please refer to the Email troubleshooting guide
Error: HResult_E_Fail
Close down the Compass program
Uninstall Adobe Reader (Note: if you see Acrobat Reader uninstall that as well) o If you do not know how to uninstall programs fallow the walkthrough o Open up Control Panel
o Click on “uninstall a program” (Note: you my just see programs) o Locate Adobe reader in the program list
o Right click on it and click on “uninstall”
Once the Adobe Reader is uninstalled Run the Compass program
Adobe Rader 10 will automatically download and install
Try pulling up a report again o If you are still not able to pull up reports please contact ZYTO tech support