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Service Request

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Frequently Asked Questions

Q “Check DC (regarding Auto Box)” message appears on the program. What shall I do?
A

1. Click on the “Central Refill” tab and click “Remove Faulty Autobox” button at the bottom right.

2. From the faulty autobox list, click “View” on the right of the faulty autobox to view the error message.

   

▶ Error Message: The shutter sensor is not at the origin when initiating ampule box, shutter operation or dispensing operation.

    ① Open the door where the autobox with error is located. Find the autobox and remove it. 

    ② Pull out the shelf where CSC refill station is installed. Install the autobox onto the shelf.

    ③ Click “Open Cover” to open the cover. Separate the autobox and manually empty all medicines.

    ④ Install the empty autobox in the refill station. Click on the “Reset Shutter” button.

    ⑤ Refill the medicines into the autobox and then reinstall it back to the machine.


▶ Error Message: The autobox belt does not move when dispensing

    ① Open the door where the autobox with error is located. Find the autobox and remove it. 

    ② Pull out the shelf where CSC refill station is installed. Install the autobox onto the shelf.

    ③ Click “Open Cover” to open the cover. Separate the autobox and manually empty all medicines.

    ④ Install the empty autobox in the refill station. Click on the “Empty Bottom Row” button.

    ⑤ Refill the medicines into the autobox and then reinstall it back to the machine.

    ※ Please note that refilling two different types of medicines into one cell may cause an error.


▶ Error Message: When there is no medicine left in the autobox while dispensing.

    ① Open the door where the autobox with error is located. Find the autobox and remove it.

    ② Pull out the shelf where CSC refill station is installed. Install the autobox onto the shelf.

    ③ Click “Open Cover” to open the cover. Adjust the stock quantity on the system to the actual quantity.

    ④ Remove the autobox and then reinstall it back to the machine.

    ※ You MUST enter the actual stock quantity into the system when refilling.


▶ Error Message: Clean the autobox sensor.

    ① Open the door where the autobox with error is located. Find the autobox and remove it.

    ② Clean the Detect Sensor.

    ③ Remove the autobox and then reinstall it back to the machine.


▶ Error Message: There is something on the cartridge rail.

    ① Open the door where the autobox with error is located. Find the autobox and remove it. Check the cartridge rail and place the autobox back into position.

Q Two medicines are dispensed from the autobox for a single order.
A

If the label on the pouch has come off somehow and stuck between medicines or stuck on the shutter, this may cause an autobox error. Please switch to the manual dispensing module for such medicines.

Q “Check DCH” message appears on the program. What shall I do?
A

▶ Error Message: Error at the DC door sensor

    Check for any object neglected at the DCH collection area.


▶ Error Message: Basket Collect Sensor

    Make sure not to put your hand or leave an object in the collection area while DCH dispensing is in operation. 

    The operation stops when it senses unexpected object in the collection area during dispensing.

Q The main I/O port connection fails when loading the program.
A

Typically, this error occurs when the “Emergency” button is pressed.

Please ONLY use the Emergency button when ABSOLUTELY NECESSARY.

Q The product turned off due to power outages.
A

Please change to Uninterruptable Power Supply (UPS).

Once the power is being successfully supplied, follow the steps below in order turn the product back on.


▶ CSC

    ① Pull out the label printer shelf all the way, and turn on the round PC power switch.

    ② Once the PC is on, double-click on the program icon to start. 


▶ CSS

    ① Turn on the PC power switch from the back of the finger-vein reader.

    ② Once the PC is on, double-click on the program icon to start. 


▶ CSD

    ① Turn on the PC power switch from the back of the monitor.

    ② Once the PC is on, double-click on the program icon to start. 

Q I cannot open the drawer.
A

After taking out an item from the M-box / locking drawer, if you close the drawer without closing the cell cover properly, this may cause damage to the cell cover.

So, please make sure to close the cell cover before you close the drawer.

Q When taking out an item from the M-box / locking drawer, the cell cover would not open.
A

Try pulling the drawer out all the way.

Q I already took an item from the shelf but the system does not seem to recognize it. (Barcode is not
A

If you happen to take out an item too quickly, the system may not sense that the item has taken out.

When taking out an item from the shelf, leave the door open at least for 3 seconds before you close it.

Q The label printer at the pharmacy does not work.
A

Please start the INTIPharm Management application.