Troubleshooting the CSx Via

Common Issues

• HQx Live – app is outdated, check your app store for a newer version
• Bluetooth and/or Wi-Fi is turned OFF on your phone/tablet/laptop
• CSx Via faulty Wi-Fi chip (see #2 below)
• CSx Via contact pins damaged
• iOS Local Network permission turned OFF (see video below)
• VPN software running on device (see video below)
• CSx Via faulty video circuit
• CSx Via hardware issue (Blue/Green LEDs alternate flashing, to confirm see #2 below)

If you can’t connect to your CSx Via or join its Wi-Fi network:

1. Check your phone/tablet Bluetooth and Wi-Fi settings, both must be turned ON
2. Open the Wi-Fi network settings on your phone/tablet/laptop and look for the CSx Via in the list of available networks. 
   1. If you don’t see your CSx Via listed try another phone/tablet/laptop and if you still don't see it call SeeScan service to schedule a repair: 858-244-6689
   2. If you do see your CSx Via listed as an available Wi-Fi network, tap on it to connect
      1. If you can't join the network:
         1. iOS: confirm Local Network permission is ON (see video)
         2. Android: when the Internet message appears choose the option to stay connected (see Setup, connect, troubleshoot video)

If you can connect to your CSx Via but the camera's image area is black: 

• Check for and disable VPN software (see video)
• Unmount the CSx Via and inspect the contact pins underneath for damage (avoid touching the pins)
• Try a different phone/tablet/laptop
• Connect the CSx Via to a different camera
• Connect the camera to a different monitor

Videos:

• Setup, connect, troubleshoot: https://youtu.be/aqkseOnT87Y?si=Kzhrveaa-A9TxBv4
• Troubleshoot iOS Permissions: https://youtu.be/Gz-ApJ8Xx88?si=rRr68S2D14jNBl07
• Troubleshoot VPN: https://youtu.be/I1EZDFLb2zQ?si=C3D5s18XkO6reYkp