SCRAM Direct Connect

Direct Connect Troubleshooting

The corrective actions below are designed to assist you with isolating a Direct Connect problem. Perform the steps sequentially and stop once a step resolves the issue. If none of the steps resolve the issue, contact SCRAM Systems Customer Service. See also the SCRAM Direct Connect Quick Reference Guide.

Symptom Corrective Action
The Direct Connect application will not install or did not install correctly.
  1. Verify that the computer on which you are trying to install the software is running Microsoft Windows 7 or newer.
  2. Verify with your IT department that you have administrative permissions to install the Direct Connect application on your computer.
  3. Verify with your IT department that no firewall issues exist.
  4. Verify that the Microsoft .NET Framework 4 is installed on your computer.
  5. Uninstall and reinstall the Direct Connect application.
The Direct Connect application will not launch. Uninstall and reinstall the Direct Connect application.
Cannot log into the Direct Connect application.
  1. Verify that your computer has a reliable connection to the Internet.
  2. Verify with your IT department that no firewall issues exist.
You received the message: SCRAMNET Communication: Network Unavailable Verify that your computer has a reliable connection to the Internet.
The device does not appear in the Device grid. Ensure that both cable connectors are firmly inserted.
The red light on the Direct Connect device is blinking rapidly.

Bracelet Communication Status: Communication Failure
  1. Ensure that the Direct Connect device is on the bracelet before waking the bracelet.
  2. When the red light quits flashing, 15 seconds have elapsed, and the red and blue lights turn back on, wake up the bracelet again.
  3. Unplug the USB cable from the bracelet, wait for the bracelet to be removed from the Device grid, then reconnect the USB cable.
  4. Reboot your computer and reopen the Direct Connect application.
The red light on the Direct Connect device is blinking rapidly.

Base Station Communication Status: Communication Failure
  1. Click the Restart Communication button.
  2. Unplug the USB cable from the base station, wait for the base station to be removed from the Device grid, then reconnect the USB cable.
  3. Reboot your computer and reopen the Direct Connect application.
The red light on the Direct Connect device is blinking rapidly.

Device Communication Status: Server Error

 Contact SCRAM Systems Customer Service.
The blue light does not turn on when the USB cable is plugged into the Direct Connect device.
  1. Unplug the USB cable from the bracelet, wait for the bracelet to be removed from the Device grid, then reconnect the USB cable.
  2. Close and reopen the Direct Connect application.
The red light remains on when the bracelet is awakened.
  1. Check the Direct Connect device orientation on the bracelet to ensure it is securely attached.
  2. Use another Direct Connect device (if available).
  3. Perform a hard reset on the bracelet.
  4. Replace the bracelet.
The red and blue lights on the Direct Connect device are off.
  1. Ensure that both USB cable connectors are firmly inserted.
  2. Use another USB cable.
  3. Use another Direct Connect device.

Firewall Issues

If you are not able to download the application and/or drivers, contact your IT staff to grant exceptions for firewalls, proxy servers, and anti-malware software to the following URLs and ports.

URL Port
directconnect.scramnetwork.com 443
scs.scramnetwork.com 443

Contact SCRAM Systems Customer Service with any other Direct Connect-related issues.