Common Error Messages and What They Mean

What is an error message?

An error message appears on your tablet's screen/UI after a failed scan attempt, letting you know why the scan was not successful.

Error messages defined 

Error name: "moving_subject"

Solution: Tell the customer being scanned that they need to stand completely still.

Error name: "troublesome_pants"

Solutions:

• Ask your customers to pull their pant legs at least 15 cm above their ankles.
• If pants are wide, keep them close to the legs (and high enough), so they don’t interfere with the views from the cameras.
• Make sure that their socks are pulled up high and tight.

Error name: "empty_scanner"

Solution: Ask your customer to step onto the scanner.

Error Name: "strong_light"

Normal store lighting will work. However,  direct sunlight, intense spotlights or even strong ambient light can disturb the scan and give an inaccurate result.

Solution:

• Make sure nothing is covering any of the cameras
• Try moving the scanner to an area out of direct sunlight, lowering your window shades, or putting up posters or panels to block light.

Error Name: "covered_dot"

The cameras use black dots to auto-calibrate to ensure the accuracy of the scan. When the black dots are covered, the cameras cannot calibrate.

Solution:

• Make sure customers stand with their feet within the black lines and do not cover any of the black dots.
• Sometimes strong light can also give this error message. As with the strong_light error, check to ensure the scanner is not located in a direct light source.

Error Name: "facing_wrong_way"

Solution: Make sure the customer stands well within the rectangular black lines on the scanner, stands up straight and faces forward towards the Volumental logo on the scanner.

Error Name: "poor_calibration" - This appears when several factors are negatively affecting the scanner.

Solution: Try the different solutions for each error message: strong light, dots being covered by an object, certain movement close to a camera, a covered camera, the uneven surface beneath the scanner, etc.

Error Name: "swapped_front_towers"

Solutions:

• Make sure the number on the bottom of the tower matches the number on the tower slot. 
• Make sure the USB cable is securely in the USB port. Take a scan so the cameras calibrate. 
• Note: the back towers are interchangeable, but not the front towers. 

Error Name: "camera_issues"

Solutions:

• Unplug the camera tower(s) and plug it/them in again
• Make sure that the USB cable is properly inserted into the USB port. It might also help to blow inside the USB port to remove any dirt or dust and/or turn the scanner off and on.
• If the above steps do not work and the scanner keeps reporting camera errors, open the scanner and check that the USB cable is properly inserted into the computer. 

Error Name: "bad_input_data" 

This error is triggered if the scanner registers only one foot on the scanner or some other object is put on the scanner.

Solutions:

• Make sure to start scanning only when the customer is standing with both feet on the scanner
• Avoid placing other objects on the scanner

If you continuously get the same error message but have already followed the instructions to solve the error, try the following:

• Restart the scanner (unplug it and wait 30 seconds before plugging it in again)  
• Wipe the camera lenses (to clean)
• Contact our support either by submitting a ticket here or by calling one of the numbers below. 

NOTE: Should you require assistance with the scanner, please feel free to contact our dedicated support team. Our agents are available to provide guidance and answer any queries you may have. Below is a list of our support numbers:

- For English language support: [phone]
- Pour l'assistance en français: [phone]
- Für Deutschsprachige Unterstützung: [phone]
- Für Unterstützung auf Österreichisch: [phone]