Thank you for being a SmartScan (formerly CIMScan) customer. Below you will find manual downloads and useful troubleshooting information.
Q: I keep getting a COMM LOSS error, what can I do to fix it?
A: Locate the remote that the sensor(s) report to. Verify its physical connection to the remote
if it’s a wired sensor, or its battery if it’s a wireless sensor. If the remote’s green STATUS or
SERVER LED isn’t on solidly, power cycle the remote the sensor reports to by unplugging the
power cord for 5 seconds and then plug it back in. Wait at least a minute, and you should see
the remote’s green LED stop blinking and turn solid, which will indicate that it is once again connected to the server. Within the remote’s next update period, the monitoring point(s) should
come out of COMM LOSS error. If not, call us and we’ll guide you from there.
Q: I ran an Alarm History Report, but it only shows an Acknowledgment,
not an Alarm. Where is the Alarm?
A: The Alarm most likely occurred before the start time of your reporting period. Extend your
report to include more time.
Q: Why am I receiving emails but not phone notifications?
A: The notification system takes your contact information directly from your profile. There are
different fields, including Work Contact and Non-Work Contact information, as well as your
work hours. Your work hours will determine whether the system will use your Work or NonWork information when notification takes place. If you have multiple pieces of contact information in a single field (e-mail AND phone), make sure they are separated with a semi-colon (;).
If you aren’t receiving calls, be sure the number is listed as if you were making a call from your
workplace. If you need to dial 9 to get an outside line, that needs to be included. For example, if
your phone number was 555-1234 with a 222 area code, and you needed to dial 9 for an outside line, the number would need to be: 912225551234. To receive a text message on your cellular phone, you will need to know your service provider. For instance, if the phone number
above was for a Verizon cell phone, the message would need to go to firstname.lastname@example.org.
For other cell phone providers and how to text to them, please look at: http://www.emailtextmessages.com/
Q: Why am I getting so many phone calls for the same monitoring point?
A: If the sensor’s alarm or error status remains active and uncorrected, and there are phone
numbers in the notification tree, the system will continue to call out for the duration of the
alarm. The proper response is to determine what’s causing the alarm or error and attempt to
correct it. Entering the correct code on the phone call will pause calls, and adding an acknowledgment within CIMScan will also pause notifications to give time to do this. If it is determined
that the alarm or error cannot be resolved and notifications need to cease temporarily, within
CIMScan an administrative user can check the box to the left of the monitoring point(s) in the
Current Measurement Values table on the Home screen and choose Sensor Disable from the
Select an Action drop-down to disable Alarm Processing for a set period of time.
Q: Why do some items in the Alarm List have a colored background
while others do not?
A: If an item exists in the Alarm List with a colored background, it means the alarm is active. Red
signifies an alarm, yellow signifies a warning, and blue signifies an error. Any items in the Alarm
List without one of those colors for a background is no longer active, but waiting for an acknowledgment to be added, or for an existing acknowledgment to be completed (when adding
an acknowledgment there is a Keep in List checkbox that will allow an acknowledgment to be
kept open or to be closed by unchecking it).