Internal Use Only - Basic Imaging Issue Triage SOP

To determine if this is an issue with the sensor or an issue with Archy we need to test the sensor outside of Archy imaging to see if the image will capture. To do this you will need to install the universal 3rd party testing software called Twacker 

Pre-work

Ahead of getting on a call with the practice you will need to ensure they have Anydesk downloaded and set up on their machine.

Ensure you’re able to call them via Zoom.

Ensure they have someone onsite to assist with the hardware in question

1. Install Twacker

• Navigate to https://www.dynamsoft.com/web-twain/docs/faq/how-to-use-TWACKER-to-check-if-your-device-is-TWAIN-Compliant.html 
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• Download and install 32 bit

2. Verify Basic System Power and Status

• Power the system on: Ensure the X-ray device is powered on and properly connected Directly to the computer not via a USB hub
• Check communication status: Verify that Twacker is successfully communicating with the X-ray device. Check if the device is recognized in the application’s device list.

2.5. Check Device Detection and Connectivity in Twacker

• Open Twacker: Launch the Twacker application (Twack 32) go to File and select (source) your drivers/x-ray devices should be listed.
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• Device not detected?: If the X-ray device is not listed:
  • Ensure the X-ray device is properly connected to the computer via USB, network, or other interfaces (depending on the device type).
  • Restart the X-ray device and the computer.
  • Try using a different extender cable or port to rule out connectivity issues.
• Check for TWAIN driver installation: Ensure that the correct TWAIN driver for your X-ray device is installed and up-to-date. The driver is crucial for communication between Twacker and the X-ray hardware.

4. Check X-ray Sensor Connection

• Disconnect and reconnect cables: Power off the X-ray device and disconnect all cables from the X-ray sensor.
  • Inspect cables for any visible damage, such as fraying or bent pins.
  • Reconnect cables and ensure all connections are firm.
• Verify sensor status: If the X-ray device has an LED status indicator for the sensor, check the light pattern (e.g., green for normal operation, red for errors). Refer to your X-ray device’s manual for specifics on indicator lights.

5. Check for Physical Issues with the X-ray Sensor

• Inspect the X-ray sensor for any physical damage (e.g., cracks, dust buildup, or overheating, frayed cables).

6. Take a Test Image in Twacker

• After selecting the X-ray device if listed hit file then acquire and you should be able to take a test X-ray if this fails or won't open please escalate and let your Imaging Technician know.