FAQ
Welcome to the Medability FAQ! Here you will find commonly asked questions, general topics, and even questions related to particular subjects. The goal is to help you quickly solve any issues that might arise, and reduce the time it takes to get answers.
The topics covered in this FAQ are certainly not meant to be exhaustive and we understand that some of your questions might not be included here. If this is the case, please feel free to reach out to support@medability.de.
Additionally, if at any point you feel that the FAQs need more information, or are not clear enough, please reach out to the email above.
From all of us at Medability, thank you for being a part of the future of MISS simulation!
If basic troubleshooting does not solve your issue, then we suggest submitting a ticket request. When filling out the field, please help us by being as detailed as possible in your description of the issue. When possible, try including the following:
Date and Time of the incident
Pictures and/or videos
Serial # of the device you are using
The above greatly help in speeding up the resolution process.
Your ticket can be in 4 states:
New
Work in Progress
Need More Info
Solved
We will send you an email as your ticket passes you through each state and updating you along the way. If you have additional questions, or more information to add to your ticket request, please send an email to support@medability.de
Thank you!
The Support Team
A common issue is the instruments not being tracked while in the SimBone application. While there could be more than one cause for this, the most common are:
the DriveBay has not been turned on
The sensors are plugged into the wrong color-coded slot
The sensor might be rotated 180 degrees and plugged incorrectly into the sensor holder
The sensor cable might be damaged
If you believe that you have taken all the appropriate troubleshooting steps and the problem has not been resolved, then please reach out to support@medability.de to work with a support team member or submit a ticket to have a support team member directly contact you. A remote calibration test will be conducted to confirm whether or not the sensor has been damaged and what additional steps should be taken.
A commonly reported issue is that the instruments are not being tracked correctly in the SimBone application (odd movements, or a few millimeters out of position). While there could be more than one cause for this issue, users must recall that the tracking system for the SimBone creates an electromagnetic field around the device. This is what allows the instruments/sensors to be tracked in real time.
Metal has an impact on simulation quality
Tracked instruments can be influenced by metallic objects that are close to the sensors or within the magnetic field. Do not put metal objects on the simulator
This may include wooden tables with varying degrees of metal parts. To avoid any unintentional loss of accuracy, we strongly suggest using the wooden stand.
If you continue experiencing issues, please reach out to support@medability.de or submit a ticket.
Some users have reported that the system does not track when the pin is bent. Via the attached sensor, the tracking system assumes that the pin is straight. If you bend the pin, the simulated medical imaging will not be accurate.
For users that have the NFC Tag feature, placing a bone model in the simulator will have it automatically detected by the system. Some users have reported that system does not always detect the bone model.
Instead of having the NFC reader plugged into the simulator DriveBay, try plugging the NFC reader directly into the laptop. To do this:
Locate the USB A-A cable and plug it into the simulator in its designated slot
Plug the other end of the USB cable into one of the free slots on the laptop
You should hear an audible "beep" sound from the simulator. This means the NFC reader is active
After taking these steps, confirm that placing a bone model in the simulator leads to automatic detection. If the NFC reader does not activate, or if you are still having trouble with bone models being detected, please create a ticket so that the support team can look further into the issue.
When an update is available, there will be an icon not previously visible when you open the App. Simply click on the UPDATE icon and the system will update to the latest version. To verify which version you are currently running, look to the lower right part of the screen when the app is open.
When a new update is available, a new icon will appear below the Capture icon on the right side of the screen. Click on this icon to update your software to the latest version. Once updated the Update icon should no longer be visible. Verify that the update was applied by locating the version number. If the version number has changed, then the update was applied.
