Below is a summary of frequently asked questions for technical support, along with where to find detailed information to resolve them.
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Error |
Description |
Resolution |
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Matcher desktop application: The username or password is incorrect!
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Reason 1: The user has either entered an incorrect username or password. Reason 2: The user has not been assigned a username or logon ID for the Matcher application by a System Administrator. |
If reason 1: Check the user is using their correct credentials. If a user has forgotten their password a System Administrator can create a new temporary password by navigating to Settings>Users>select the specified user>Edit then enter the password in the password field. Select the “Change password next login” check box to require the user to change the password to their own choice. If reason 2: Check the user is set up with a username and logon ID within Settings>Users in the Matcher application. If the user's logon ID has been linked to their Microsoft Active Directory account then check that the Active Directory account is not locked out. If it is not locked out then check that the user's Matcher application logon ID is linked to the Active Directory account logon correctly. Instructions on linking Active Directory accounts to Matcher user accounts can be found here: |
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Matcher desktop application: The logon 'OK' box is greyed-out (not available to select). |
When a user is trying to logon to the Matcher application they cannot select the 'OK' button on the logon screen because it is greyed-out. This means that the application cannot reach the Matcher database on the server. There are four main reasons on why this may occur: Reason 1: The computer does not have a network connection; Reason 2: The Matcher connection settings on the computer are either blank or have not been configured to the Matcher database; Reason 3: The Windows account used to load up the Matcher application is not authorised to access the Matcher database; or Reason 4: The infrastructure of the internal IT network is blocking access to the Matcher database.
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If Reason 1:Check that the computer is getting an active IP address and can access any webpage on the internet. For example, can the computer access Google? If not then speak to relevant Network IT personnel to get the tablet back online and then Matcher application should connect. If Reason 2: Instructions on how to set connection strings and check that they are configured correctly can be found here: If Reason 3: Instructions on how to link Windows accounts to the Matcher database can be found here: If Reason 4: Check that the computer is on the same network as the Matcher database. Also check that the appropriate ports are opened up on the server that hosts the Matcher database to allow connections to database from other computers. Information on which ports need to be opened can be found here: |
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Matcher desktop application: You require computer administrator rights to make changes.
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This error message appears when trying to change the connection string to the Matcher database without having administrative rights on the computer. |
Logon to the computer with a Windows account which has ‘Local Admin’ privileges. Then right click on the Matcher application icon and select ‘Run as Administrator’. This will allow you to change the connection string. |
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Matcher desktop application: When trying to print a Matcher barcode label sheet a 'Matcher error' message appears. |
This error message appears when a user tries to print a sheet of labels but a dependent software component (Crystal runtimes) for generating the label sheet report is not installed, or has been corrupted, locally on the computer. |
First restart the computer and try again of if still not working then re install crystal runtime. Information on how to install the correct version of Crystal runtimes can be found here: Run the Crystal runtime named “CRRuntime_32bit_XX_X_XX” located on the PC in this path: C:\Program Files (x86)\Matcher5\CrystalReports |
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Matcher desktop application: When trying to print a Matcher barcode label sheet a 'Crystal Reports WPF Viewer' message appears. |
This error message appears when a user tries to print a sheet of labels but a dependent software component (ID Automation Matrix) for generating the unique barcodes is not installed, or has been corrupted, locally on the computer. |
Information on how to install the correct version of ID Automation Matrix can be found here: Run the program named “IDAutomation_GS1DataMatrixFontEncoderSuite_Silent” located on the PC in this path: C:\Program Files (x86)\Matcher5\IDAutomation |
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Matcher desktop application: When trying to print a sheet of Matcher barcode labels the 'select printer' option does not appear, and the application goes back to the Matcher home page.
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This error message appears when a user tries to print a sheet of labels with unique barcodes but the clinic's 'unique code' in Settings>Clinic has not been entered. |
Email matcher@imitnternational.com and a Matcher support team representative will provide you with a unique code. |
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Matcher desktop application: When printing a sheet of Matcher barcode labels the majority of the barcodes do not appear. |
This happens when printing a sheet of labels but the necessary fonts used to generate the barcodes have not been correctly installed on the computer or have become corrupted. |
Email matcher@imitnternational.com and a Matcher support team representative will connect to your PC and will copy the barcode fonts missing on the system folder at “Windows\Fonts”. |
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Matcher desktop application: Error message 'No cameras detected' appears.
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This message appears when a user tries to witness a procedure but a Benchtop Matcher device is not connected to the computer, or it cannot be detected by the computer. |
Make sure the Benchtop Matcher device is connected to the computer via the USB cable, and the cable has not become loose. If the device is either a Benchtop IVF Matcher or Benchtop Andro Matcher type, also make sure that the power cable is connected and the electricity socket is turned on. Then double click on the camera icon at the bottom right hand side of the Matcher application window. Double clicking on this icon will refresh the system, and the icon should change to display the connected device. Now the user should be able to witness again. However if the camera is not immediately recognised after connecting the device and double-clicking the camera icon, then restart the application. |
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Label sheet printer: Printed text or barcodes do not align within the cut edges of all the individual labels on the sheet.
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Reason 1: This can happen if the printer paper tray width guides are not tight enough to the edge of the label sheet/s, so the label sheet has moved or twisted when feeding through the printer. The width of a label sheet is narrower than standard A4 or legal size paper. Reason 2: This can also happen when the label sheet alignment settings are not configured correctly for the specified printer and report type. There can be small differences in alignment between different lots/batches of label sheets. |
If reason 1: Adjust the printer tray width guides so that they are pushed up right to the edge of the label sheet/s in the tray. If reason 2: On every label sheet there is a target, or ‘crosshair’, cut in the centre of the sheet. This should align with the printed crosshair perfectly. But when misaligned, then where the cuts intersect with the printed cross indicates how far to adjust the text in mm. In this example, text needs to be adjusted by -1mm horizontal, and +2mm vertical:
Cryo/PGT label reports can be adjusted similarly in any patient’s cryostores. |
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Label sheet printer: Printed Matcher labels sheet appear dirty, smudged or feint (grey instead of dark black text). |
Printed labels sheets can get dirty, toner can get smudged or print feint due to wear and tear on the printer and some printer maintenance may be needed periodically to keep print quality high. |
Make sure that genuine manufacturer's toner is being used and the printer inside is suitable clean without any toner spillage etc. Please note that manufacturer’s original toner only must be used for printing on label sheets, ‘recycled’ or ‘refilled’ toner is of inferior quality and is likely to cause smudging of printed text and/or barcodes, resulting in the toner being easy to scratch off and/or barcodes hard to read. Information on how to clean the drum unit, pick-up roller and corona wire can be found here: Drum unit: Pick-up roller: Corona wire: |
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Pocket Matcher application v5.1.3 or lower: The error message 'Either user name/password were incorrect or the service was not available. Please try again' appears on a single Pocket Matcher device, but other Pocket Matchers at the clinic do not give this error.
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When a single Pocket Matcher device cannot connect to the Matcher application but other Pocket Matcher devices can, this means that there is a problem with the individual device. This may be because of a number of reasons: Reason 1: The Pocket Matcher has lost, or is not connecting to, the internal IT WiFi network; Reason 2: The connection settings on the Pocket Matcher are set incorrectly in the application; or Reason 3: The Pocket Matcher is running on cached mode and needs a 'hard reset'. |
If Reason 1: Instructions on how to connect a Pocket Matcher device to the internal IT WiFi network can be found here:
If Reason 2: Instructions on how to change connection strings on the Pocket Matcher application can be found here:
If Reason 3: Perform a 'hard reset' of the Pocket Matcher device. Instructions on how to do this can be found here: https://matchersupport.zendesk.com/knowledge/articles/360002344817/en-us?brand_id=3168285 |
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Pocket Matcher application v5.1.3 or lower: No users can logon to a Pocket Matcher and an error message 'Either user name/password were incorrect or the service was not available. Please try again' appears. |
When users are trying to logon to the Pocket Matcher application but all users are getting this error message it may be for a number or reasons: Reason 1: The Pocket Matchers do not have network connections; Reason 2: The service, which the Pocket Matchers use to connect to the database, has stopped; or Reason 3: The infrastructure of the internal IT network is blocking access to the Matcher service. |
If Reason 1: Check that the internal IT network WiFi is working correctly. If Reason 2: Instructions on how to re-start and configure the Matcher service can be found here: If Reason 3: Check that port 9563 is allowed on the IT network. Instructions on how to do this can be found here: |
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Pocket Matcher application v5.2.0 or higher: Login failed. Error: incorrect source DB was used.
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When a pocket matcher cannot connect to the Matcher application. . |
The pocket matcher server configuration settings are incorrect. To set server settings please see here:
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Pocket Matcher application v5.2.0 or higher: No users can logon to a Pocket Matcher and an error message of 'login failed:error:failed to connect to/ipaddress:80.' |
When users are trying to logon to the Pocket Matcher application but all users are getting this error message it may be for a number or reasons: Reason 1: The Pocket Matcher doe not have network connection; Reason 2: The API, which the Pocket Matchers use to connect to the database, has stopped.
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If Reason 1: Check that the internal IT network WiFi is working correctly. Instructions on how to connect pocket matcher can be found here:
If Reason 2: Instructions on how to restart Matcher API can be found here:
https://matchersupport.zendesk.com/hc/en-us/articles/360015269157-Support-Restarting-Matcher-API
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Pocket Matcher application v5.2.0 or higher: users cannot logon to a Pocket Matcher and an error message of 'login failed:error:failed to connect to/ip address(port 80) from/ip address (local computer port) afte 30000ms.' |
When users are trying to logon to the Pocket Matcher application but are getting this error message means there is a problem with the internal network routing of the firewall which stops pocket matchers connecting to API. |
to resolve this port 80 will need to be allowed through internal network firewalls. If using SSL connection then port 8080 will need to be allowed through. |
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