Olympus Digital Troubleshooting Tips Minneapolis - Service Desk/Olympus Digital... · 2.) PROBLEM:…

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  • T R O U B L E S H O O T I N G T I P S D I C T A T I O N M O D U L E 1.) PROBLEM: MEMORY ERROR/FORMAT MESSAGE OR

    LOCK SYMBOL ON RECORDER

    A.) Solution: DO NOT TRY TO USE THE RECORDER. Using the recorder may cause files on the recorder to become unrecoverable.

    B.) Solution: Contact the proper person for file recovery (Only if the files on the recorder

    are needed.) a.) Minneapolis Police Dept. and Minneapolis Fire Dept. Contact:

    Phone: Doug Hicks 612-673-3699 or

    Email: Doug.Hicks@ci.minneapolis.mn.us b.) Minneapolis City Attorney Contact:

    Phone: Northland Business Systems 952-894-4204 or Email: Solutions@northlandsys.com

    C.) Solution: If they get one of these errors and they know for sure that there are no needed

    dictations on the recorder you can have the user format the card on the recorder to resolve this problem. (Be sure to warn the user that nothing can be recovered after this process.)

    a.) Step 1: Push the Menu Button on the front of the DS-4000 recorder. b.) Step 2: Use the Fast Forward/Rewind toggle switch next to the menu key to

    scroll down to Sub Menu. c.) Step 3: Push the Menu Button on recorder to enter into sub menu. d.) Step 4: Use the Fast Forward/Rewind Toggle Switch to scroll to format. e.) Step 5: Push the Menu Button to enter format. f.) Step 6: Scroll to Start. g.) Step 7: Press Menu to enter. h.) Step 8: The recorder will ask if you are sure, scroll to Start again to confirm. i.) Step 9: Press Menu to enter and start formatting. j.) Step10: Wait for formatting to end and you are done.

  • 2.) PROBLEM: MISSING DICTATION (CAUTION Until the file(s) are found, protect the memory card. DO NOT make any additional recordings or format the card!!)

    A.) Solution: Only one of multiple recording downloaded: The user may have not hit the

    NEW BUTTON in between recordings causing only one to download. Have the user listen to the one recording and make sure that multiple recordings are in the file.

    B.) Solution: Check the recorder for the missing files. Make sure that there are no

    recordings on the digital recorder. Make sure that the user doesnt use or test with their recorder until the files are found. Files that are overwritten cant be recovered.

    Display shows that the recorder is reviewing/recording file 101 of 133 on the memory card.

    C.) Solution: If files are still on the recorder try downloading them again. If downloading is not working move on to the Dictation Files Wont Download section, #3.

    D.) Solution: Do a search for the file in the backup folder on the file share. (Search with

    Windows Explorer for Case Number/Badge Number/Author ID, or File Created Date.)

    Minneapolis Police Dept. M:\MPD\Olympus Dictation Audio\Units\Unit Name? \Backup Minneapolis File Dept.

    M:\Fire\Dictation\Backup\Fire Administration or Fire Investigations?

    Minneapolis City Attorney M:\Olympus Dictation \Civil or Criminal\General or Admin?\Backup

    E.) Solution: Do a search for the file in the Dictation file directory. (Search with Windows

    Explorer for Case Number/Badge Number/Author ID, or File Created Date.)

    Minneapolis Police Dept. M:\MPD\Olympus Dictation Audio Minneapolis Fire Dept. M:\Fire\Dictation Minneapolis City Attorney

    M:\Olympus Dictation

  • F.) Solution: Do a Search of the C: Drive on the local computer where the file was downloaded from. (Search with Windows Explorer for Case Number/Badge Number/Author ID or File Created Date.)

    G.) Solution: If you still cant find the recording(s) that the user is looking for contact the

    proper person for a file recovery from the recorder memory card. (Files can only be recovered if they havent been over written.)

    a.) Minneapolis Police Dept. and Minneapolis Fire Dept. Contact:

    Call: Doug Hicks 612-673-3699 or

    Email: Doug.Hicks@ci.minneapolis.mn.us

    b.) Minneapolis City Attorney Contact: Call: Northland Business Systems 952-894-4204 or Email: Solutions@northlandsys.com

    3.) PROBLEM: DICTATION FILES WONT DOWNLOAD

    A.) Solution: When getting an error message during download, Say ok to all error messages, file(s) will not be downloaded. The recordings will remain on the recorder. (The download is complete message is misleading when the error messages occurs.)

    B.) Solution: Make sure the user has downloaded at this computer before. (The user may be

    new to the job and might not have permission to file share.)

    C.) Solution: Make sure the user did not pull the recorder out before getting the Download is Complete message. Pulling out the recorder before it is done may cause files to become corrupted on the recorder and you may need a file recovery.

    D.) Solution: Have the user try downloading at another download station where the users

    computer is from the same unit/group as the user that is having the problem. Have the user log in as them self before downloading. If this works move on to Solution G

    E.) Solution: Have the user have someone else log into their computer from their unit/group

    that has a recorder and try downloading again. If this works move on to Solution F

    F.) Solution: User may not have appropriate rights to the download folder. Check if the user

    has the appropriate rights for the download file share. Verify the user is a member of the permission group of their unit/group.

    Minneapolis Police Dept: M:\MPD\Olympus Dictation Audio\Units\Unit Name

    Minneapolis Fire Dept: M:\Fire\Dictation\Fire Administration or Fire Investigations

    City Attorney: M:\Olympus Dictation\Civil or Criminal\General or Admin\Dictation

    Queue

  • G.) Solution: Verify the USB download cable is plugged into the computer. Next, in the Dictation Module try using the Download Message Button. Then, unplug the USB Cable from the computer and try another USB Port. Now, unplug the USB plug from the back of the cradle and plug directly into the bottom of the recorder and try downloading again. (Verifying the docking cradle isnt defective)

    H.) Solution: Verify the connection to the dictation file server. Open the Dictation Module

    on the users PC to see if there are any RED Xs on any of the folders on the left side of the module. The folders should be green with no RED Xs on them. This will verify the dictation file server is online and user has the proper permission to the file share.

    I.) Solution: Verify that the user can go to the download folder on the network and access

    the file share. Minneapolis Police Dept. M:\MPD\Olympus Dictation Audio\Units\Unit Name? \Backup Minneapolis File Dept.

    M:\Fire\Dictation\Backup\Fire Administration or Fire Investigations?

    Minneapolis City Attorney M:\Olympus Dictation \Civil or Criminal\General or Admin?\Backup

    J.) Solution: Verify the recorder has power, if the power is turn off or the battery is dead the

    files will not download. If the recorder isnt powering up, set the recorder to the OFF position, remove the rechargeable battery and insert 2 AAA batteries. Turn the recorder back ON and try downloading again. Their rechargeable battery may need to be replaced. (Minneapolis Police Dept. can contact MPD Stores Unit at extension 2012) (All others contact Northland Business Systems at 952-894-4204.)

    K.) Solution: Verify the version of the Olympus Software you are running. Go to the Help

    Menu, About Dictation Module. It should read version 4.10.1 or higher. Reboot your PC to see if a new version is applied. Updates must go through the City Project Manager if a newer version is necessary.

    L.) Solution: Verify that the DS-4000 recorder is showing up in Windows Explorer as a

    Removable Drive. You may have a drive letter conflict. The DS-4000 recorder will only assign drive letters E and F automatically. If you have other devices using both of these drive letters you need to reassign the recorder to use a different drive letter that is not in use. Right-click on My Computer/ Manage/ Disk Management, then right-click on the removable disk (digital recorder) and change drive letter and path. Choose a drive letter that will always be available.

    M.) Solution: Verify the DM1 Service is started. Right click on My Computer, Manage,

    Services and check that the service is set to: Automatic and Started.

  • N.) Solution: In the Device Manager, right-click on Olympus USB Root Hub, properties, power management. Uncheck, Allow the computer to turn off this device to save power.

    O.) Solution: The problem could be caused due to conflict between Adobe Photo downloader and Device Detector. When Adobe Photo Downloader is running in the System Tray, it causes the Device Detector to loose its ability to detect the connected recorder. Unload Adobe Photo Downloader from the System Tray.

    4.) PROBLEM: RECHARGEABLE BATTERY PACK PROBLEM

    The battery pack (BR403) is a rechargeable Ni-MH battery pack. A new, out of the box battery pack has minimal or no charge to power up any of the compatible Olympus recorders. If the new battery pack is installed in the recorder and left un-charged and left for a few days, the battery pack will fail to charge later on. The recorder cannot sense or detect a completely drained battery pack and therefore the charging circuit will not attempt to charge the battery pack.

    To avoid being in a similar situation, train your customer and support personnel to abide by the good practice policies noted below:

    1.) When installing a new battery pack in the recorder, you MUST fully charge immediately prior to first use. (3 hours for a full-charge)

    2.) Charge the battery pack often for the first 2 weeks of use. Charging the battery frequently

    during its life is recommended. 3.) Do not leave the battery pack in the recorder without charging it for an extended period of

    time, as the internal clock will drain it to a point to where it cant be recharged. (More than 1 week)

    4.) When charging, do not turn the recorder in the OFF position. The recorder must in the ON position to charge.

  • T R A N S C R I P T I O N M O D U L E 1.) PROBLEM: NO SOUND

    A.) Solution: Headset may have come unplugged. Verify headset connection. B.) Solution: Verify that it is not a defective headset. Try another headset. C.) Solution: Verify the volume is turned up in the Transcription Module. D.) Solution: Verify Windows volume settings, and if Mute is turned ON. E.) Solution: Verify the Windows Sounds are working in the control panel. F.) Solution: Reboot the computer. G.) Solution: BIS SERVICE DESK should install a new PCI Sound Blaster 5.1 or higher

    sound card. 2.) PROBLEM: FOOT PEDAL DOESNT WORK

    A.) Solution: Foot pedal may have come unplugged, verify the connection, there should be a foot pedal icon in the lower right-hand corner of the Transcription Module window if the foot pedal is functioning properly.

    B.) Solution: Verify the sound card drivers are installed and working properly. BIS

    SERVICE DESK should install a new PCI Sound Blaster 5.1 or higher sound card.

    3.) PROBLEM: POOR SOUND QUALITY

    A.) Solution: Verify the settings in the Transcription toolbar. (Tone Control, Noise Cancellation).

    Tone Control: The default setting is in the middle.

    Noise Cancellation: The default setting is all the way to the bottom.

    B.) Solution: Try rebooting the computer.

    C.) Solution: Verify the sound card drivers are installed and working properly. BIS SERVICE DESK should install a new PCI Sound Blaster 5.1 or higher sound card.

  • 4.) PROBLEM: SLOW FILE TRANSFER / SOFTWARE IS

    OPERATING EXTREMELY SLOW

    A.) Solution: Make sure the workstation meets the minimum specifications.

    B.) Solution: Make sure the Back-Up folder is not over 500 mb in size. It is recommended to move the backup files and Folders to a 2nd location after it reaches this size. (Backup folders are dated to the date of download)

    C.) Solution: Slow bandwidth connection. Try this Bandwidth Speed Test:

    http://www.bandwidthplace.com/speedtest/

    D.) Solution: Make sure the Typist Finished folder is not over 500mb in size. It is recommended to archive the finished folder by moving the files to a 2nd location after it reaches this size.

    Note: Server outages will reflect the operation of the digital dictation software.

    http://www.bandwidthplace.com/speedtest/

    T R O U B L E S H O O T I N G T I P S D I C T A T I O N M O D U L E Phone: Doug Hicks 612-673-3699 or Call: Doug Hicks 612-673-3699 or 3.) PROBLEM: DICTATION FILES WONT DOWNLOAD 4.) PROBLEM: RECHARGEABLE BATTERY PACK PROBLEM

    T R A N S C R I P T I O N M O D U L E 3.) PROBLEM: POOR SOUND QUALITY B.) Solution: Try rebooting the computer. 4.) PROBLEM: SLOW FILE TRANSFER / SOFTWARE IS OPERATING EXTREMELY SLOW