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Service Request

Your voice matters to us. At JVM, we are committed to paying close attention to our customers’ comments and ideas.

Frequently Asked Questions

Q I cannot turn on the machine.
A

- Check whether the power cord is connected properly.

- Make sure the power switch is on. 

Q VIZEN does not recognize a barcode on the pouch.
A

- Check whether the print condition of the barcode on the pouch is good. 

If not printed properly, VIZEN will not be able to recognize the barcode. In case the print condition is poor, check whether the packaging paper and ribbon rolls are installed properly along the designated routes. 

Q “NoD” displays in the pouch image area in the program.
A

- This means that unknown (not registered) medicine is included in the pouch. Please registered the medicine. 

Q The print function does not work (option).
A

- Go to Options > H/W Setting and make sure the “Use Auto Report Printer” option is selected.

- Check the print spooler for any pending jobs. Wait until all pending jobs are complete or delete the pending jobs before you try printing again.

- Go to Options > H/W Setting and then check Printer Device Name to see if it is the name of the printer that is currently connected.

- Check whether the printer is turned on.

- Make sure the printer connection cable is connected properly. 

Q The lighting of t.mate does not turn on.
A

- Try re-connecting the USB lighting cable.

- Restart the PC.

- If restarting does not resolve this issue, please contact JVM Customer Support (+82 - 1588 - 7587) for assistance. 

Q The camera from t-mate is not recognized by PC or it does not function properly.
A

- Try re-connecting the USB camera cable.

- Restart the PC.

- If restarting does not resolve this issue, please contact JVM Customer Support (+82 - 1588 - 7587) for assistance.