How To Troubleshoot A Black Screen Error

This article will explain how to troubleshoot and avoid an unresponsive device error (black screen).

📃Here are some things to consider:

 

Were the room lights powered on when you turned on the headset?

If not ⇒ power on the device in a bright room away from a white wall.

❗ Starting up the device in a dimly lit room or while facing a blank white wall, causes the headset to malfunction.

Did the patient see the Heru screen with 4 blue corners when they first put the headset on? If not ⇒ press the power button on the lightpack to wake it from sleep and press the 'Home' button on the controller to re-center the screen. 
❗Confirm the controller is powered on (there should be an illuminated LED light around the touchpad).

Was the black screen error experienced in the middle of an exam?

If yes ⇒ contact Heru Support to submit a ticket for further troubleshooting. 

Also, do the following:

  1. Press and hold the power button for 8 seconds on the lightpack to shut off the headset.
  2. Wait a few seconds to turn it back on.
  3. Once powered back on, open the Heru app and create a new appointment in the portal to restart a new exam. 

Is the device stored away from other objects/instruments in between patient exams?

If not ⇒ place the headset facing an open area of the room to avoid obstructing sensors.

❗ Placing the headset too close to other objects between exams will obstruct the sensors and cause the headset to malfunction.

Does your headset have a mapped space of your exam room? If not ⇒ contact the Heru support team to assist with creating a spatial map of your exam room on your headset.
Are you still having issues?

Please contact Heru Support:

Hours: 8:00 AM - 5:00 PM EST

Phone: 1 844 SEE-HERU

Email: Support@seeheru.com

⚠️Tips To Avoid An Unresponsive Device Error:

  • Power on the device in a bright room away from blank white walls.
  • Check the light shield to confirm none of the sensors on the front of the headset are blocked.
  • When storing the device, remember to keep the sensors clear of any obstructions