Troubleshooting2020-05-15T12:40:35+00:00

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Troubleshooting

How can I activate a Data Usage Plan?2021-04-26T09:02:03+00:00

Contact our Support Team at 855-207-6665 to activate your plan today!

Why am I seeing double?2020-11-10T08:40:00+00:00

If you are seeing double, first attempt to use the Focus wheel to refocus. If you continue to experience double vision, your IPD setting could have been changed. The default IPD setting on the IrisVision should be 60. To check your IPD settings:

    1. Open the Configuration menu.
    2. Double tap on the touchpad.
    3. When you hear the beep and see the yellow microphone on the screen, the IrisVision is listening for your command. Say “Configuration menu”.
    4. When you see a black box, swipe down on the touchpad to enter configuration.
    5. Swipe up to enter “Configure Visual Parameters”. The first option is IPD (Interpupillary Distance). The default setting should be 60.0. A different setting could be causing the double vision.
    6. Slowly swipe up or down until you see one solid image or until the setting is at 60. The setting may be different for your eye condition.
    7. Use the Mode button to cycle through the remaining settings.
    8. Press the Mode button until you reach the option to swipe down to exit configuration and save your changes.
Why is my IrisVision no longer speaking?2020-11-10T08:40:12+00:00

Voice prompts may be turned off or the volume is off. Follow these steps:

  1. Double tap the touchpad. 
  2. When you hear a beep and see the yellow microphone on the screen, the IrisVision is listening for your command. Say “Enable voice prompts”.
  3. If you still do not hear the IrisVision speak, double tap again.
  4. Say “Max volume”. This sets the volume to the highest level.
How do I power off my IrisVision?2020-11-10T08:41:04+00:00

Press and hold the white button on the top of the headset for about 7 seconds. You will hear 4 beeps to confirm that the headset is about to power off (this may take up to 10 seconds). The screen will turn black and the IrisVision will power off.

4.0 Live:

You may also power off your IrisVision using the voice commands. Double tap the touchpad, listen for the beep, and then say “Shut down” or “Turn off”.

 

3.0 Live:

You may also power off your IrisVision using the voice commands. For devices with Google Assistant say “Okay Google. Shut Down”, or double tap the touchpad, listen for the beep, and then say “Shut Down”.

If you are unable to power down the IrisVision using these options, please contact IrisVision Customer Support by phone toll-free at +1-855-207-6665 (Monday through Friday, 7:00 a.m.- 6:00 p.m., PST) or by e-mail at Support@IrisVision.com.

Why does my IrisVision freeze on the Focus screen?2020-11-10T08:42:55+00:00

The IrisVision does not respond to headset controls. For example, the IrisVision will not move past the Focus screen.

When the IrisVision does not respond to the headset, the Display Unit may not be inserted into the headset properly. Follow these steps:

    1. Remove the Display Unit from the headset.
    2. Double tap anywhere on the screen of the Display Unit.
    3. When you hear a beep and see the yellow microphone on the screen, the IrisVision is listening for your command. Say “Enable voice prompts”.
    4. Double tap on the screen again and say “Max volume”.
    5. Insert the Display Unit back into the headset. Push the Display Unit in so that it is fully inserted into the clip on the left, and press the Display Unit on the right until it latches into place.
    6. You should hear the IrisVision say “Device inserted correctly”. The headset should now respond to the touchpad and buttons.
    7. If you do not hear “Device inserted correctly”, try to insert the Display Unit again. Ensure that the Display Unit is seated all the way in the clip on the left before you press it on the right to latch it into place.
How do I turn voice prompts off and on?2020-11-10T08:43:25+00:00

Are voice prompts off when you change modes?

You must be wearing the headset. To turn off (disable) voice prompts, press the Mode button until you see the Focus screen. Press on the touchpad for 15 seconds. You will hear “Speech prompt disabled”. Follow the same process to turn on (enable) voice prompts.

4.0 Live: 

S9 and S10 devices: You can turn voice prompts off and on by double tapping the touchpad. Listen for the beep and say “Turn on voice”, “Turn off voice”, “Enable voice”, or “Disable voice”.

3.0 Live:

S7 and S8 devices: You can turn voice prompts off and on by double tapping the touchpad. Listen for the beep and say “Enable voice prompts” or “Disable voice prompts”.

For S8 devices with Google assistant setup, say “Okay Google”, listen for the beep, and then say “Enable voice prompts” or “Disable voice prompts”.

Why can’t I get the Display Unit to clip into the headset?2020-11-10T08:43:52+00:00

 1. Insert the Display Unit into the headset by matching the yellow dots as shown below.

2. Securely lock the Display Unit into the headset by pushing the Display Unit against the spring lock, as shown below.

 

NOTE: When the Display Unit is connected correctly to the headset, it will say “Device inserted correctly.” If there is no verbal confirmation, the Display Unit is not connected correctly and the headset controls will not work. Ensure that the device speaks before you close it securely into the headset.

How do I get help without sending my IrisVision back?2020-11-10T09:11:24+00:00

If you have any software issues not listed in the FAQ, please make sure your IrisVision is connected to Wi-Fi and call IrisVision Customer Support toll-free at +1-855-207-6665 (Monday through Friday, 7:00 a.m. – 6:00 p.m. PST).

I have received my IrisVision and it is not activated. What do I do?2020-11-10T08:47:45+00:00

Please call us at +1-855-449-4536 to schedule your first remote one-on-one coaching session from the safety and comfort of your own home. Your IrisVision will be activated during this session.

Is Wi-Fi necessary to use the IrisVision?2021-04-26T09:08:00+00:00

Wi-Fi is not necessary for using most features, but it is highly recommended for using media features such as the video player, advanced OCR, and Alexa voice assistant.

Additionally, Wi-Fi is recommended for remote support and software updates.

 

For those without access to Wi-Fi, IrisVision now offers an extended Data Usage Plan. For $20 a month* use up to 500MB of data to stream and save YouTube videos, use Amazon Alexa smart commands, and easily connect with our Support Team. You will not be able to access YouTube videos or use Amazon Alexa without WiFi.  All the other features and benefits will work without WiFi

Note: IrisVision offers up to 500MB of complementary data usage until you have connected your device to Wi-Fi. SIM cards will deactivate after 500MB of data usage or 60 days of use with no optional data plan purchased.

 

 

How do I change the settings in IrisReader?2020-11-10T09:07:25+00:00
  • Changing speed: Use the voice command prior to capturing the text (speed levels: Very Slow, Slow, Normal, Fast, Very Fast). 
  • Changing background color: Use the voice command “Change background” prior to capturing the text (default: white background with black text; alternative: black background with white text). 
  • Changing font size: While the output is read out, swipe up and down to adjust the text size. 
  • Fast-forward and Rewind: While the output is read out, swipe towards you to rewind the output, and swipe away from you to fast-forward.
How do I charge the IrisVision on the wireless charging pad?2020-11-10T09:09:28+00:00

Your IrisVision will take approximately 5 hours to fully charge and will automatically return to Focus mode when powered on.

NOTES:

  • Please make sure that your headset is powered on and the Display Unit is installed into the headset.
  • The headset does not go to sleep in Television mode. Charging while in Television mode is not recommended.
  1. Plug the wireless charging pad into an electrical outlet.
  2. Center the IrisVision headset face down on the wireless charging pad. If voice prompts are enabled, you will hear a verbal prompt, and a solid red light will illuminate on the charging pad when the headset is properly placed on the charging pad.
  3. If you DO NOT hear this tone or see any illumination:
  • The headset contains a proximity sensor to determine if it is in use. Please place the straps outside of the headset while it is charging to ensure that the sensor is not activated.
  • Remove the Display Unit from the headset and place the back of the Display Unit (not the screen) directly onto the pad instead. 

The screen will turn black few minutes after you set the headset on the charger. When the Display Unit is fully charged, the red light on the charging pad changes to green and you will hear a verbal prompt, “Charging completed” (if voice prompts are enabled).

While the headset is charging, the charging pad will emit a solid red light (circled).

When the headset is fully charged, the charging pad will emit a solid green light (circled).

If the red light is not on or if it is flashing, the headset is not charging. Please remove your headset and reposition it until the light remains solid red.

The IrisVision’s battery lasts 3 hours. It can last 3+ hours without continuous use, and all day (8 to 10 hours) on standby. You can make the most of this time by powering the headset off when you are not using it.