1) Check whether the power socket is connected to power supply and whether the
power adapter is properly connected.
2) Check whether there is a power failure or abnormal operation during the automatic
firmware upgrade process. Please contact customer service if the firmware upgrade
fails (contact information is listed on the last page of this document).
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1. The device cannot start and the power indicator is off.
4. There is no image in the file management of the APP.
5. The CZUR software cannot be installed or errors occur during the installation in a
computer.
6. The SN is incorrect.
7. When use Aura Mate and open the software for the first time on a computer, there is
no image, and the scan function does not work.
3.1 Video Call
Chapter III FAQs and Troubleshooting
1) Check whether the power socket is connected to power supply and whether the
power adapter is properly connected.
2) Check whether there is a power failure or abnormal operation during the automatic
firmware upgrade process. Please contact customer service if the firmware upgrade
fails (contact information is listed on the last page of this document).
1) Make sure that the black soft pad's notch is properly connected to the base, and the
scan preview area is fully covered by the pad. Refer to section 2.1.1 in Chapter II.
2) The materials to be scanned shall be placed within the preview area. "Materials to be
scanned" include test papers, homework, books, ID documents, files, and 3D objects.
1) Unplug and replug the USB cable of the foot pedal, or restart the device.
2) Check whether the device is connected to the network.
1. The device cannot start and the power indicator is off.
3. There are problems, such as distortion and deformation of images, or words on the
images being stretched.
2. The scanning function does not work when pressing the foot pedal.
3.2 Scan
1) Check whether the device is connected to the network.
2) Check whether the video call touch button indicator is on with shimmery light.
3) Touch the button again to restart the video call.
2.
Video call fails.
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3) Check whether there are any other objects except the "materials to be scanned".
Such objects may affect the algorithm and the scanning effect. For example, erasers,
phones, and pens.
1) Pull down to refresh the interface.
2) Check whether the images have been uploaded through the number displayed on
the LCD screen.
3) Check the network condition of your phone.
4) Check whether the device is connected to the network.
1) XP, Win7, Win8, Win10, and Mac OS are supported.
2) Check whether the SN is correct.
3) Check and enable the anti-virus software and firewall on your computer. Close the
anti-virus software or add trust. Close the firewall or lower the security level.
4) If you download the software at the official website, please ensure that the software
has been downloaded and then install it.
1) Replug the USB cable, restart the device or restart the client end on the computer.
2) Use another USB port of the computer, for the performance of each USB port of the
computer is different.
3) Exit anti-virus software, security guards, or defensive back-end software.
4) Check if the "Device Manager" of the computer recognizes the client end on the
computer. If a yellow exclamation mark/unknown device appears, right click to
update the driver or disable it first and then turn it on, and then restart the software.
5) Use the "Device Manager" of the computer to disable other "Scanner", "Monitor", or
"Camera".
Check whether you have entered a correct SN. Letters and numbers shall be
distinguished. There is no "1" in any SN.
