Error and Status Messages
While using the MedWand device and VirtualCare Application, you may encounter various types of status or error messages, depending on the sensor currently in use. Listed below are explanations of these statuses and what actions need to be taken to correct them if applicable.
MedWand Device Status Light
The MedWand™ Device has a color-coded indicator light located on the back of the device above the USB-C port. This indicator is used to identify the current state of the MedWand. See the tablet below for a brief explanation of each status.
| LED Status Indicator |
MedWand™ Status
|
Status Information
|
|
Green
|
Operational
|
The MedWand is connected to a device and has passed its onboard systems check.
|
|
Red
|
Error
|
The MedWand has encountered an error initializing one or more onboard sensors. Unplug your MedWand for 5 seconds, then plug it back in. If the status light is still showing as red, please submit a support ticket in our help center for further assistance.
|
|
Blue
|
Thermometer or SpO2 In Use
|
The Thermometer or SpO2 sensors have been activated within the VirtualCare app, and the MedWand is actively taking a reading.
|
|
Light Blue/Cyan
|
ECG In Use*
|
The ECG sensor has been activated within the VirtualCare app and the MedWand is actively taking a reading.
|
|
Purple
|
MedWand Firmware Update in Progress
|
The MedWand VirtualCare app is currently updating firmware on the MedWand device. This process normally takes no longer than 5 minutes to complete
|
*The ECG sensor is currently only available for international customers as of October 2025. Upon FDA clearance, this sensor will be unlocked for all US-based customers.
General
Below are general status messages and alerts you may encounter while using the MedWand device and VirtualCare Application. Sensor-specific statuses are listed later in this article.
| Status Message or Prompt |
Description or Possible Cause(s)
|
Steps to Resolve
|
|
Allow MedWand VirtualCare to access MedWand CDC-ACM
|
This prompt appears when connecting the MedWand device to your tablet running the VirtualCare app. Its function is to grant permission for the tablet to communicate with the MedWand. |
Select "OK" on the prompt to allow the MedWand device to communicate with your tablet. This is required to use the MedWand. If you've hit cancel by accident, unplug your MedWand from the tablet for 5 seconds then plug it back in to display the permissions prompt again. |
| Device Not Found |
This prompt appears within the VirtualCare App when a sensor is attempting to start, but there is no active connection to your MedWand device.
|
Unplug your MedWand and wait 5 seconds, then plug your MedWand back into your tablet's USB-C port. You should then be presented with the standard CDC-ACM message (see entry above) to grant the tablet permission to communicate with the MedWand. If you're still having issues connecting, make sure that the cable is firmly seated in both the tablet and MedWand or try using another USB-C cable to verify if your cable is damaged. |
Unexpected error saving your exam data. Check your internet connection and try again |
This error message will appear if data for one or more sensor readings fails to upload. This can occur due to the patient's device not being connected to the internet or a failure at the designated endpoint for exam results.
|
Check to make sure your tablet is connected to the internet and select "Try Again". If your tablet has an internet connection and is still failing, there may be an issue at the designated endpoint that the results are being uploaded to. If you're using MedWand Kiosk wait a few minutes and try again. If you're using an integrated solution through our API, you will want to reach out to your technical support team to verify your API endpoint is online. Please submit a ticket to MedWand support if further assistance is required.
|
Battery Low
|
This error message will appear when attempting to perform a firmware update with a connected tablet or phone that has 20% or less battery life remaining. To ensure your device updates successfully, you will not be able to update until your connected device has a charge greater than 20%.
|
Charge your phone or tablet to above 20% charge, then retry the firmware update.
|
Thermometer
Below are status messages specific to the Thermometer sensor.
|
Status Message or Prompt
|
Description or Possible Cause(s)
|
Steps to Resolve
|
|
Low or Measured temperature is too low please try again
|
The "Low" error can appear for several reasons. The temperature of the Patient, MedWand Device, or the Testing environment is below the acceptable range.
|
Double-check that the MedWand IR Thermometer is being positioned correctly in front of the patient's forehead and clear the area of any foreign objects such as hair, headbands, etc. The thermometer sensor is located on the underside of the MedWand just above the green line. (Not to be confused with the HD camera located on the front of the device) If your positioning of the MedWand is correct, check that the temperature of the MedWand device and testing area falls within the acceptable range. You may need switch to a warmer test environment or allow time for the MedWand to warm up if it was recently stored in a cold environment.
|
|
High or Measured temperature is too high please try again |
The "High" error can appear for several reasons. The temperature of the Patient, MedWand Device, or the Testing environment is above the acceptable range.
|
Double-check that the MedWand IR Thermometer is being positioned correctly in front of the patient's forehead and clear the area of any foreign objects such as hair, headbands, etc. The thermometer sensor is located on the underside of the MedWand just above the green line. (Not to be confused with the HD camera located on the front of the device)
If your positioning of the MedWand is correct, check that the temperature of the MedWand device and testing area falls within the acceptable range. You may need to switch to a cooler test environment or allow time for the MedWand to cool down if it was recently stored in a hot environment or direct sunlight for a prolonged period.
|
|
Reading
|
The MedWand sensor has been started, and a reading is in progress. |
Wait for the countdown timer to reach zero "0" at which point your final result will be displayed. If no countdown timer is present, press "Stop" at the bottom of the screen to end the reading.
|
Pulse Oximeter (SpO2)
Below are status messages specific to the Pulse Oximeter (SpO2) sensor.
Note: Artificial zoom has been added to the sample screenshots for readability. All status messages for this sensor appear near the bottom of the page above the start/stop button.
|
Status Message or Prompt
|
Description or Possible Cause(s)
|
Steps to Resolve |
|
Reading
|
The MedWand sensor has been started, and a reading is in progress.
|
Wait for the countdown timer to reach zero "0" at which point your final result will be displayed. If no countdown timer is present, press "Stop" at the bottom of the screen to end the reading.
|
|
Finger Not Detected
|
"Finger Not Detected" is presented when the SpO2 sensor is unable to detect your finger on the viewing window. |
Ensure the pad of your finger is positioned correctly over the window located on top of the MedWand. If your finger is in the correct position, try applying light pressure and make sure there are no obstructions like dirt or oil on the glass viewing window.
|
|
Excessive Motion |
"Excessive Motion" is presented when the patient's finger or the MedWand itself is being moved too much during the reading.
|
Rest your arm and MedWand comfortably on a stable surface and try to limit moving your finger while a reading is being taken. If excessive shaking is present in the patient they may need to use their other hand to stabilize the testing finger.
|
|
You are pressing too hard |
"You are pressing too hard" is presented when the onboard sensor is unable to take a reading due to excessing pressure.
|
Try applying less pressure to the sensor window. Only light pressure is needed to take a reading successfully. If the patient is unable to attain a reading using light pressure they may need to increase profusion by using one or more of the common techniques listed below.
|
Related Articles
If I'm on a restrictive network, what domains need to be allowed or whitelisted?
Depending upon the level of network security deployed at your organization, your IT or networking team may need to whitelist the required URLs for MedWand exams to function as intended. Below is a list of all domains used within a MedWand exam. All ...VirtualCare Kiosk Tutorial
<br><br> Transcription In this video, we will cover the basics of using the med wand kiosk portal to manage users as well as how to create, facilitate, join, and review exams to create and manage users. We ...Recommended Android Tablet Setup
Clean Up the Home Screen We recommend clearing the home screen of unnecessary apps and adding the MedWand application for easy access. To do so, try following the steps below (Instructions may vary from one model tablet to another. For further ...