Troubleshooting
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      Distance Finder is not moving or is Unable to capture an image in the "good" section

      Problem Description: Distance Finder feature on MIMOSA device is malfunctioning, either not moving or unable to capture images correctly within the "good" section.

      Symptoms:

      • Distance finder does not move.
      • Unable to capture images in the "good" section.

      Basic Checks:

      • Device IMEI number
      • Username

      Initial Troubleshooting Steps:

      1. Ask for images: Request images of the back, front, and side of the device. Ensure the back photo has clear visibility of the distance Sensor and thermal Camera, similar to the example image below.

      1. Clean Camera Lens: Clean the back of the camera lens with a dry cloth. Ask the customer to capture another test image and report any changes to the distance gauge on the screen.
      2. Reset the Camera: Attempt to reset the camera by inserting a pin into the reset switch or using the provided charger. Wait until the green light turns off before removing it. (To reset please go to the image capture screen as shown below and follow the steps for reset.)

      1. Check Lighting Conditions: Ensure no additional lighting conditions are interfering with image capture.
      2. Request Video: Ask the customer to provide a short video demonstrating the image capture process.
      3. Capture Test Images: 

      Instruct the customer to:

      • Aim at the bottom of their hand and move the device approximately 20 cm to check if the distance finder responds correctly.
      • Focus on a wall and move the device 20 cm to determine if the distance finder moves as expected.

      Detailed Troubleshooting Steps:

      • Clean Sensor: Check and clean the Distance Finder sensor if dirty.
      • Check TOF Sensor: Investigate for issues with the TOF (Time of Flight) sensor.
      • Verify SIT and TOF Order: Confirm correct System Integration Test (SIT) and TOF order with Brian Chan to prevent malfunction.
      • Inspect Device Damage: Examine for physical damage from the images and videos provided by the customer that may affect camera functionality.

      Further Escalation: Inform the tech team if any additional checks to be done 

      Resolution Steps: If troubleshooting fails to resolve the issue, the Distance Finder may be faulty. 

      Consider replacing the device if the issue is genuine.

      Log a Complaint: Summarize the issue and notify QARA manager Rucha Patel.

      Initiate Replacement Process: Inform Brian Chan to initiate the device replacement process.