SCRAM Remote Breath

Remote Breath Pro Troubleshooting

Select a major category below to browse its contents, or select a specific symptom from the list to jump directly to its recommended actions. Click the yellow up-arrow in the lower-right corner of your screen to return to the top of this article.

General

Power Cycle the RB Pro Device

90% of issues are resolved by power-cycling the device.

  1. Hold down the “Select” button for 20 seconds – screen and lights will go black
  2. Wait 30 seconds
  3. Press “Select” again to power up the device

Once powered up, allow the device to connect to the wireless data network (as indicated by a solid blue light) and then see if it begins behaving normally again.

Missing Serial Number Sticker

If the serial number sticker on the back of the device has rubbed off, the serial number is visible on the RB Pro Information screen on the device.

To access the information:

  1. Press the Select button on the device twice to access the Menu.
  2. On the Menu, use the down button to highlight About…
  3. Press the Select button again.

On the RB Pro Information screen, the Serial number and Version information are displayed.

Battery / Charging

Frequent ‘Device Battery Low’ or ‘Device Battery Critically Low’ Alerts

Generated when the battery in the device is at a level that requires it to be charged.

Recommended Actions:
  1. Inspect the RB Pro device, charging cable, and power adapter for any noticeable damage. Look for cracks in the device housing or screen. Inspect the device charging port for debris or moisture. When inspecting the charger itself, look for any damage to the cable, connection to the plug, and/or the power adapter’s prongs.
    1. If the RB device is damaged, contact Customer Service to request an RMA.
    2. If the charging cable or power adapter are damaged, provide the client with a replacement.
    3. If there is debris or moisture in the charging port, clear it with a dry cotton swab.
    4. If no visible damage is seen, go to the next step.
  2. Verify the client’s charging habits. On the client’s RB Results page in SCRAMNET, all messages related to plug-ins and un-plugs, as well as “Battery Charged” messages are displayed.
    1. If the client is not charging the device daily until the on-screen battery icon is solid, corrective action may need to be taken.
    2. If the client is charging daily and a message of “Battery Charged” is seen on the client’s RB Results page, then the device may be stuck in Monitoring mode. To resolve this, power cycle (reboot) the device.
  3. Quickly press down the “Select” button on the device. Does the device “wake up?”
    1. If yes, the device has power.
    2. If no, continue to next step.
  4. Attach charging cable to the device and plug it into a power outlet. Verify the battery icon on the screen is showing it is charging (lightning bolt).
    1. Depending on the battery charge level, it could take up to five minutes before the device wakes up.
    2. If the device does not wake up after five minutes, power cycle (reboot) the device.
    3. If the device still does not wake up, try a new charging cable, and/or power outlet.

If the device will not power up despite these actions, contact Customer Service to request an RMA.

Device Not Charging

If the client is unable to get the device to charge, or the battery is depleting faster than expected:

  1. Ask if the device is going into sleep mode as expected. If the device is staying awake, this will drain the battery faster. Have the client power cycle (reboot) the device.
  2. Inspect the device charging port for debris or moisture and clear it with a dry cotton swab; then go to the next step.
  3. Inspect the charging cable and adapter. If they are both in good working order, go to the next step.
  4. Have the client unplug the connector to the device and then firmly push the connector back into the charging port. It is possible that the connector is not pressed in all the way. Once connected properly, the battery icon on the screen should display a lightning bolt on the battery icon.
  5. Take the recommended actions for Frequent ‘Device Battery Low’ or ‘Device Battery Critically Low’ Alerts.

If the issue persists despite these actions, contact Customer Service to request an RMA.

Communication

For all communication-related issues, start by verifying that the equipment is in ‘Assigned to Client’ status in SCRAMNET. If the status is ‘Pending Assignment,’ complete the assignment process in SCRAMNET and then power cycle (reboot) the device.

Scheduled Test Not Received (STNR) Alerts

Scheduled Test Not Received (STNR) is an alert generated by SCRAMNET 120 minutes after a scheduled test, when the expected breath test results have not yet been received from the device. This alert is a placeholder to indicate that the monitoring system has not yet received the results of a scheduled breath test, and it will automatically resolve once the breath-test data are successfully transmitted and received.

Causes of STNRs:
  • The client’s device is not charged (common).
  • The device does not have a reliable data connection due to poor cellular signal (common).
  • Regional cellular network outage (rare).
  • SCRAMNET outage (rare).
Recommended Actions:
STNR(s) for a Single Client

Start by identifying the Last Heard From date and time on the client’s Reports [tab] / Communication [sub-tab] page.

If the Last Heard From time is current (after the STNR):

  1. Have the client power cycle (reboot) the device.
  2. The blue light on the device indicates a data connection. If the blue light is not on, have the client take the device to a different location until the blue light turns on.
  3. The client may live in a cellular “dead zone.” Switch the client to Wi-Fi connectivity.
  4. The client may need to power cycle the device again once the blue light comes on.

If the Last Heard From time is before the STNR, ask the client:

  1. Is the device charged? Verify the client’s charging habits (see Step 2 of Frequent ‘Device Battery Low’ or ‘Device Battery Critically Low’ Alerts for more info.). If the device will not wake up, connect the device to a charger.
  2. Is the blue light on? The blue light indicates if the device can communicate data over the cellular network. No blue light, no data connection.
  3. If the blue light is not on, have the client take the device to a different location until the blue light is solidly on.
  4. The client may need to power cycle (reboot) the device once the blue light comes on.

If the STNR alert(s) do(es) not resolve after following these recommended actions, contact Customer Service for next steps.

STNR(s) for Multiple Clients in the Same General Location
  1. Check for a localized cellular outage (downdetector.com).
  2. If no localized outage is found, contact Customer Service to report the issue – it may be a SCRAMNET outage.

Once the outage is resolved, communication will be restored and the breath-test data stored on the device will be transmitted to SCRAMNET.

Duplicate or Repeating Messages, Test Results, and/or Alerts

On the RB Results page, if there are repeated messages or alerts, verify the Event Date and Time stamp for each event. If the date and time stamp are the same, the events are being duplicated1 in the system. This can happen when communication between the device and SCRAMNET is interrupted and the verification from SCRAMNET that all data has been received successfully is not received by the RB Pro Device. To ensure there is no loss of data, the RB Pro device will continue to try and communicate the data until it receives the verification that all data has been successfully received. No RMA is required.

1 = To verify if the test results are duplicated, open the Alert Management Console for each alert and verify the scheduled test date and time.

Extended Firmware Download Times

When the RB Pro is powered on and communicates with SCRAMNET, if a firmware update is required, SCRAMNET will instruct the device to update. The device’s screen will change to “SYS FIRMWARE DOWNLOADING” or “APP FIRMWARE DOWNLOADING.”

Firmware updates can take up to 30 minutes to complete. The key is to be patient, ensure the device has a good data connection (illuminated blue light), and is fully charged or on a charger.

  • In SCRAMNET, select the device’s serial number hyperlink to be taken to the Equipment tab, and then check the ‘Software’ status (it will be Current, Upgrade in Progress, or Upgrade Available) under the Device Details heading. This will give you an idea of where the device is in the firmware update process.
  • For devices that are powered on and struggling to complete the upgrade – the device screen displays “SYS FIRMWARE DOWNLOADING” for longer than 30 minutes, e.g. – verify the last communication date and time in SCRAMNET to ensure the device has communicated recently.
  • If the device has recently communicated, power cycle (reboot) the device.†
  • Wait 30 minutes. If the update does not complete within 30 minutes of the first power recycle, repeat the power recycle once again.†
  • For devices that have not communicated recently, ensure that the device has a charge or is charging, and take the device to an area where there is better cellular service, or connect it to Wi-Fi.

Unassigned (inventory) devices typically complete the firmware download process within 30 minutes. If one does not, however, power cycle the device; then check the device again after 30 minutes. If it still hasn’t completed the process, repeat these actions until successful.† The device needs a strong enough connection to SCRAMNET to get the firmware credentials loaded onto it; so if cellular signal is marginal, then Wi-Fi is a great option.

Important! † Do not power cycle the device if the display screen reads: “UPGRADING, DO NOT POWER OFF.”

Enrollment

For complete RB Pro enrollment instructions, please visit the RB Pro Enrollment and Assignment section of Help, under Getting Started.

Poor Enrollment Photo

During the enrollment period, it is possible for the client to have their eyes centered in the box and a green-dashed line while taking their test, and the device still indicates a “Poor Enrollment Photo.” This can happen because of poor lighting, bright lighting (sunshine), shadows around the client’s profile and facial features, or a glare on the client’s glasses.

Ensure that the client has removed glasses, hats, and any hair over their face. When standing or sitting against a wall or chair, have the client far enough away from the object as to not cast a shadow around their profile. The client should continue to complete enrollment photos when prompted.

When RB Pro reports a Poor Enrollment Photo, it will automatically prompt the client to re-take the enrollment test up to three times. If it does not get a good enrollment image in three attempts, it will use the third test as the enrollment BrAC test.

There is no need to end enrollment and start over or use the Re-enroll option on the client’s Equipment page. Once the enrollment phase is complete, the image with the best quality score will be used as the enrollment photo.

Test Results Display “Demo Mode” During Enrollment
Recommended Actions:
  1. Select ‘End Enrollment’ from the device menu.
  2. Wait about 10 minutes and the device should begin prompting the client for practice tests again.
  3. Once finished with the enrollment process, select ‘End Enrollment’ again, as normal.
  4. Power cycle (reboot) the device.

If none of the above actions fix the issue, contact Customer Service to have the enrollment issue escalated. No RMA is required.

Client Breath Tests

For complete RB Pro breath testing instructions, visit the SCRAM Remote Breath Pro Providing a Breath Test article in the Getting Started section of RB Help.

Multiple or Split Image Client Photo Results

This can happen during the Enrollment2 process or during a test. At this time, SCRAM Systems is actively working on a permanent solution. No additional action can be taken. The RB Pro device is functioning correctly. No RMA is required.

2 = If the Enrollment image (not the practice test) is split or displaying multiple images, SCRAM Systems recommends ending the current enrollment and re-enrolling the client via the Re-enroll option on the client’s Equipment page.

No Alert Sound for Breath Tests

If the client is stating that their device is not producing any sound, start the troubleshooting by having the client check the volume level for the device. When the device’s volume level is turned completely down, the device will vibrate for tests and battery charging reminders.

To check the volume level, have the client:

  1. Access the menu on the RB Pro device by pressing the Select
  2. On the menu, use the up and down buttons to highlight the Volume
  3. Once Volume is highlighted, press the Select button again.

The vertical bar graph for the Volume level should display a darker area that will indicate the level of sound. If there is no dark area on the bar graph, have the client press the up button to increase the volume level. Each time the level is adjusted, the device will “beep”. The higher the volume level the louder the “beep”.

If after completing the above steps there still is no sound, have the client power cycle (reboot) the device and then repeat steps 1-3 above. If there is still no sound after power cycling the device, contact Customer Service and request an RMA.

Test Result of “Missed – Temperature”

The SCRAMNET RB Results page displays a result of “Missed – Temperature.” Once the result is selected, the Alert Management Console (AMC) will display the warning, “Unable to initiate the Scheduled test – device was not within its operating temperature range.” The AMC will also display a Device Warning that includes the RB Pro device’s actual temperature at the time the test was to be initiated.

The normal operating range for the device is between 32°F (0°C) and 122°F (50°C). The device will not allow a test if its internal temperature sensor registers a temperature outside that range. If the recorded temperature is severely outside the range (±50°F or 28°C, e.g.), then the sensor is most likely broken and you will need to request a device RMA.

If the recorded temperature is slightly outside the operating temperature range, then instruct your client to avoid leaving the RB Pro device in areas where the temperature is below 32°F (0°C) or above 122°F (50°C) – in a car parked outside, for example.

Test Result of “Ambient VOC Detected”

When an excess of Volatile Organic Compounds (VOCs) – usually picked up from the device’s surroundings – is detected in the SCRAM Remote Breath Pro (RB Pro) device’s breath testing flow path the RB Pro device will attempt to clear the flow path by prompting the client to remove the breath tube and place the device in a well-ventilated area. The device then displays, “PLEASE WAIT” and attempts to initiate a breath test again after a short period of time. If it is unable to clear the environmental VOCs after three to four attempts (depending on the level of VOCs detected), the device display will update to “MONITORING” and an “Ambient VOC Detected” result will be displayed in SCRAMNET. If this happens to your client, advise the client to take the following steps to help clear the flow path.

Test Result of “Unable to Initiate Test – Device”

This alert will generate when the device reaches the end of the scheduled test window and the device was not able to prompt the client for the test. The most common reasons this could happen are:

  • When the device is actively upgrading firmware during the testing window
  • If the calibration process is started by the agent just before or during a testing window
  • The device is stuck in Monitoring mode3

On rare occasions, the client may report that they completed a breath test, but the test results for the client are not displayed in SCRAMNET. In each case, the RB Pro device prevented the client from completing a breath test. The RB Pro device does not need to be returned; the device was temporarily busy completing other tasks during the testing window.

3 = As long as the RB Pro’s screen displays “Monitoring,” we recommend sending the client an “On Demand” breath test or requesting that they complete a Client Initiated (voluntary) breath test to replace the scheduled test. If after the update is complete and the device screen displays “Monitoring” the client is not able to complete an On Demand or Client Initiated breath test, power cycle (reboot) the device.

Test Result of .999 BrAC

When a breath test result of .999 BrAC is received, this usually indicates that there is a relatively high level of volatile organic compounds (VOCs) in the surrounding environment. SCRAM Systems recommends sending the client an On Demand breath test, or have the client complete a Client Initiated (voluntary) breath test. The results of the On Demand or Client Initiated test result are the actual results.

Follow these best practices when cleaning the environment in which the RB Pro device will be used. Contact Customer Service and request an RMA only if there are multiple (three or more) test results at the .999 BrAC level. SCRAM Systems is currently monitoring and reviewing the data of all .999 BrAC test results.

Calibration

For complete RB Pro calibration instructions, please visit the RB Pro Calibration section of Help, under Equipment Maintenance.

Calibration or Cal-Check Failed

These events indicate that the device calibration or calibration check does NOT meet specifications. To avoid this:

  • Only calibrate or perform a cal-check on one RB Pro device at a time. Do not attempt to calibrate or check multiple RB Pro devices.
  • Let the tank “rest” 20 minutes after a failed calibration/check result before starting a new one.
  • Verify the gas level in the tank. If the level is low, replace the tank.
  • Visually inspect the regulator stem, the flexible tubing, and the breath tube for any cracks. Cracks may be difficult to see, so inspect them carefully.
  • Inspect the regulator’s copper threading. Ensure that it has not been damaged or cross-threaded during installation onto the tank.
  • Attach the flexible tubing firmly onto the Remote Breath Pro breath tube and insert the breath tube firmly into the device.
  • Closely follow the prompts from the RB Pro device in the order that they appear on the display screen.
  • If available, try a second tank.

If the device continues to fail calibration or calibration-checks, contact Customer Service for further instructions.

Device Times Out

This indicates that the device is unable to connect with SCRAMNET or did NOT detect gas for 15 minutes after being turned on.

  • Verify the gas level in the tank. If the level is low, replace the tank.
  • Find a location with improved cellular service and reinitiate the calibration/calibration check.
  • Power cycle (reboot) the device and wait until the blue light is on and solid before reinitiating the calibration/calibration check.

If the device continues to time out despite these actions, contact Customer Service for further instructions.