Clinic Portal 2018-09-20T10:45:16+00:00

Clinic Portal

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Technical support

Congratulations! You have received your new scanners and are now ready to unpack then set them up, which is easy when you follow the instructions outlined below. If you have any questions along the way, please call us at 1.888.353.4643 and press option 4.

Calibrating the pressure plate

Calibration is a short process that tests the sensors on the pressure plate to ensure that they are all working optimally. We recommend taking 2-3 minutes and calibrating the plate once a week.

  1. From the home screen, select Settings.
  2. From the Settings window, select the Language & Units tab and desired settings. SAVE before moving to the next tab, Device.

  3. The program automatically recommends weekly calibration. The process takes only a few minutes and ensures that the sensors in the pressure plate are optimized.

Tiger 3D scanner settings

Once you have set up the scanners, we suggest running a few test scans to familiarize yourself with the software. The first time you go to the screen for the 3D scan, go to the bottom, right corner and adjust the settings to …………………….. These settings will optimize the image for the 3D printing process. You only need to do this once, not for every patient.

Watch this short video to see how this process is done.

After you scan the patient, we recommend printing the report immediately since it does not contain information about the prescription, which may be done later. The report is useful for patient education, insurance submission, communicating to another healthcare practitioner as well as referral stimulation tool. Therefore, you want to have your clinic name and contact information on every report that leaves your office.

  1. From your home screen, select Settings.

  2. From the Settings screen, Select the Customization tab. On this tab you can:
    1. Select the way the person being scanned is addressed (person, client, patient).
    2. Enter the foot specialist name, clinic address and contact information that will show on the Report Footer.
  3. While you are within this screen, you can also upload your clinic logo so that it shows on the Home screen in place of the footscan logo.
  1. Click on the Change button in the lower right corner within the Settings window to upload your clinic logo.

Be sure to SAVE your changes before closing the Settings window.

Watch this short video to see how this process is done.

In the unlikely event that a scanner, or the software, does not function properly, please follow these steps.

  1. Ensure that the Tiger scanner is powered on.
  2. If you are receiving and error message like the one below, a surface reconstruction error has occurred. Please proceed to step #11.
  3. Check the USB cables for the scanners to ensure that they are pushed in all the way on both ends (scanner and computer).
  4. Change USB ports on the computer. On some computers, the scanner operates best when plugged into the same port used during initial installation.
  5. If you are using a USB dongle, try plugging the scanner into a USB port directly in the computer/laptop.
  6. On the home screen, on the bottom right corner, click on the software version to detect if an update is available. If so, run the update and follow steps #1-4 again.

  7. If there is no software update available, close the software program. Follow steps #1-4 and then open the software again.
  8. If the problem persists, your computer may require a program update. On your computer, go to Settings and Updates. Run available updates for your computer, then restart and follow steps #1-4.
  9. If there are no updates on your computer, close all programs and restart your computer.
  10. In the unlikely situation that you have completed these steps and the problem continues to persists, please take a screen shot of the error message within the scanning software. Email the screen shot to Support@Go4-D.com with your account name, contact phone number, description of the problem and let them know that you followed the troubleshooting steps. Call 1.888.353.4643, option 4 for a technical support representative who will be able to assist between 9:00 – 5:00 pm Eastern Time Monday to Friday. If you call outside of these hours, please leave a message and your call will be returned the following day.
  11. A surface reconstruction error is caused by insufficient computer memory or computer processing power at the time of the scan. Simply follow these steps to decrease the scan resolution and light sensitivity:
    1. Close the software program.
    2. Reopen the software and start a new 3D scan.
    3. Once you are in a new 3D scan window, change the scanning resolution from Normal to LOW and the light sensitivity from Normal to HIGH
    4. Capture the scan, which should now be error-free.

If you continue to have an issue, please contact technical support at 888-353-4643, select option 4 or you may email support@go4-d.com. Our hours of operation at Monday-Friday 9am-5:30pm eastern time.