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Troubleshooting

Use this page to fix common problems with the ViziCAL app, ViziCAL Apply and your web account.

Getting help from support

If you can't fix a problem, contact your distributor or MyXrayDose support. Two things help them a lot:

  • Copy details: error messages have a Copy details button. Click it, then paste the details into your email.
  • Export Diagnostics...: in Settings → Test Tools, this saves ViziCAL's logs in a zip file with personal details removed. Attach it to your email. See Test Tools.

Activation

The message says the licence wasn't acquired

Symptom: after Get Next Available License, a Licence not acquired message appears.

Cause: usually, all your organisation's licences are already in use.

Fix:

  1. Read the reason in the message.
  2. Release a licence you no longer need in your web account under Technical → Licences, or buy another in Purchases → Shop.
  3. Try again.

"Error during Licence Activation. Please make sure you can access the internet to complete registration."

Symptom: activation fails with this message.

Cause: ViziCAL couldn't reach the ViziCAL website.

Fix:

  1. Check that the computer can open websites.
  2. Try again.
  3. If it still fails, ask your IT team to allow ViziCAL to connect to the internet. Some hospital networks block new programs.

ViziCAL Apply says the licence or trial has expired

Symptom: a message says "ViziCAL licence/trial has expired. Calibration not applied. Click Here to activate".

Fix: click the message and activate a licence. See Activate your licence.

ViziCAL Apply says it couldn't confirm the licence

Symptom: a message says ViziCAL couldn't confirm the licence for this computer, and calibration stays applied.

Cause: the ViziCAL website didn't find a licence for this computer, or couldn't be reached.

Fix:

  1. In ViziCAL, open Settings → License and click Check License Active.
  2. In your web account, check Technical → Licences: is the licence still in use on this computer?
  3. If the licence was released by mistake, activate it again. Otherwise, contact support.

Photometers

"No photometer connected" or "No connected photometers detected"

Symptom: the top bar shows No photometer connected, or a calibration says No connected photometers detected.

Cause: ViziCAL can't find a supported photometer. It's unplugged, still starting up, or connected through a hub.

Fix:

  1. Unplug the photometer and plug it straight into the computer, not through a hub or the display's USB ports.
  2. Wait 10 seconds.
  3. Click Refresh, or close and reopen ViziCAL.
  4. If it still isn't found, contact support with the details from Copy details.

"The diffuser is covering the sensor on your XRite photometer"

Symptom: a calibration or measurement stops with this message.

Cause: some X-Rite photometers have a cover (diffuser) that turns over the sensor. Luminance measurements need it away from the sensor. Illuminance measurements need it over the sensor.

Fix: turn the cover to the other side, then click Continue, or try the measurement again.

"Critical photometer error, please ensure photometer is connected and restart calibration"

Symptom: a calibration stops with this message.

Fix:

  1. Click Close.
  2. Check that the photometer is plugged in.
  3. Start the calibration again.

Calibration

"Ensure photometer is in the center off the black square"

Symptom: the calibration stops before measuring and asks you to place the photometer.

Cause: the photometer moved, or isn't over the black square.

Fix: put the photometer flat in the centre of the black square, then click Try Again.

The built-in photometer didn't see the test patch

Symptom: on a display with a built-in photometer, the position check fails.

Fix:

  1. Check that nothing is covering the built-in photometer.
  2. Click Try Again.
  3. On an LG display, if it keeps failing, click Find sensor position again.
  4. On a WIDE display, check that the display's USB cable is connected.

The calibration stopped because the display setup changed, or a USB device was connected

Symptom: a Calibration stopped message says the display setup changed, or a USB measuring device was connected or disconnected, during the calibration.

Cause: a display was connected, disconnected or reset (for example by going to sleep or a docking station), or a photometer was plugged in or out. ViziCAL stops the calibration so it doesn't measure one screen and correct another. It puts the display back as it was.

Fix: leave the displays and photometer as they are, then start the calibration again.

"LG Monitors Can't Be Told Apart"

Symptom: this warning appears when you calibrate an LG display.

Cause: two or more LG monitors of the same model are connected by USB, and they don't report a serial number. ViziCAL can't tell which USB connection belongs to which display.

Fix: connect only the USB cable of the display you want to calibrate, then try again.

"Could not open the LG USB device for communication"

Symptom: an LG calibration can't start.

Fix:

  1. Check that the USB cable supplied with the display connects it to the computer.
  2. Try again.
  3. If it keeps happening, calibrate with ICC Profile instead of LG Monitor (Recommended).

"This calibration does not pass your selected standard."

Symptom: after a calibration, this window lists tests that didn't pass.

Cause: the display, the room or the settings can't meet your standard as they are.

Fix: follow the suggestions in the window. See Calibrate a display. Often you need to turn up the display's brightness with its own buttons, or dim the room lights, then calibrate again.

"Display hardware serial number is unavailable!"

Symptom: this warning appears when you calibrate a display.

Cause: the display doesn't report a serial number, so ViziCAL identifies it by its Windows monitor ID instead. A future Windows update might change that ID, and ViziCAL would then treat the display as new.

Fix: nothing is needed now. If a display later shows as uncalibrated after a Windows update, calibrate it again.

"This feature is not supported on your current display, as monitor controls are not accessible."

Symptom: ViziCAL can't set a display's brightness.

Cause: the display doesn't let software change its settings, for example a laptop screen.

Fix: set the brightness with the display's own buttons, or the laptop's brightness keys.

ViziCAL Apply

"Action needed - calibrations not applied"

Symptom: ViziCAL Apply says ViziCAL's helper service isn't running. ViziCAL may also say Service not running when you start a calibration.

Cause: the background Windows service that ViziCAL needs to apply calibrations has stopped.

Fix:

  1. Restart the computer. This usually starts the service again.
  2. If it doesn't, ask your IT team to start the service in Windows Services. It still has its old name there: ViewIQHelper.

A display isn't calibrated after signing in to Windows

Fix:

  1. Check that the ViziCAL Apply icon is in the notification area. If it isn't, start ViziCAL and close it again: ViziCAL Apply starts when ViziCAL closes.
  2. Right-click the icon and click Display Info. Check the display shows Calibration Applied.
  3. If it shows Uncalibrated, calibrate the display in ViziCAL.

"Radiology display calibration altered by an separate application."

Symptom: this message appears from time to time.

Cause: another program, such as a graphics driver tool or other calibration software, changed the display's calibration. ViziCAL Apply put it back.

Fix: if it happens often, find and close the other program, or ask your IT team.

ViziProfiler

ViziProfiler says it didn't finish a session

Symptom: When you open ViziProfiler, it says it didn't finish a session and asks whether to restore the displays' original settings.

Cause: ViziProfiler closed while it was measuring, for example after a power cut, so the displays may still have test settings.

Fix:

  1. Make sure the displays listed are connected and switched on.
  2. Click Yes to restore their original settings.
  3. If a display couldn't be restored, ViziProfiler offers again the next time you open it.

The instrument stopped answering

Symptom: ViziProfiler shows Instrument not answering during measuring.

Cause: The photometer was unplugged, went to sleep, or its USB connection dropped.

Fix:

  1. Check the photometer is plugged in, straight into the computer, and still on the screen.
  2. Click Retry.
  3. If it still doesn't answer, click Stop. ViziProfiler puts the displays back to their original settings.

A display shows "Partly restored" or "Restore failed"

Symptom: After finishing, a display's result isn't Success.

Cause: One of the display's settings couldn't be set back, or the display was disconnected.

Fix:

  1. Reconnect the display if it was unplugged, then open ViziProfiler again. It offers to restore the display.
  2. Otherwise, check the report's Restore status section to see which setting is different, and set it on the display's own menu.

Uploading results

"Could not connect to server, please check your internet connection"

Fix: check the internet connection and click Upload Results again. Your results stay on the computer until they're sent.

Upload Results isn't available

Cause: there are no new results to send, or the web service is off for your organisation.

Fix: check that the web service is On in Web service & billing.

Visual check results weren't uploaded

Symptom: after a visual check, a Connection error message says the results were only saved locally.

Fix: check the internet connection, then use Post to Web in the results window.

Signing in

I've forgotten my password

On the sign-in page, click Forgot your password?. See Reset a forgotten password.

I've lost my phone and can't sign in with two-factor authentication

Click Use a recovery code instead and type one of your recovery codes. If you don't have them, ask a Customer Admin to click Reset 2FA for you in Admin → Users.

The page says Invitation unavailable. The invitation may have expired (after 7 days) or already been used. Ask your Customer Admin to send a new one.