Support for SonoAccess iPhone App

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Call 877-657-8118 (USA/Canada/Puerto Rico) or Call 425-951-1330 (Outside USA) or Email Tech Support

Frequently Asked Questions

I Tapped a Document or Image Title and the Viewer Loaded, but Only See a White Screen. How Do I View the Document/Image?

If you do not have a good data connection when you select the document, the viewer will launch but the document will not display. Re-launch the document; if the white screen displays again, check your data connection.

After I Tap a Video Title, How Do I Know That the Video Is Downloading for Playback?

The Title row turns blue and an activity wheel displays to indicate the selected video is downloading to your device. The SonoAccess application uses progressive download technology over an international content delivery network to deliver the videos to you on demand. Look for the activity wheels in the title bar and progress bar on the video player for status of the download. The player automatically launches the video when it is ready.

Can I Permanently Download Videos, Documents, or Images to my iPhone or iPod Touch Device?

At this time, SonoAccess videos, documents, and images are only available on demand with a mobile data connection or via the Web.

Note: Use the Share button to share SonoAccess content with yourself or others for review on a personal computer.

Can I Personalize the SonoAccess Content to Match My Specialties and Products?

Yes. SonoAccess automatically personalizes content lists for you based on the specialties and product selections in your user profile. SonoAccess version 1.1 supports personalized content lists in the following tabs:

Coach (My Scanning Techniques)
Cases (My Case Studies)
Images (My Images)

SonoAccess version 1.2 also offers personalized content on the Guides and News tabs.

Can I Share SonoAccess Content with Colleagues or Friends Who Don’t Have an iPhone or iPod Touch Device?

Yes. Use the Share button that displays after you finish viewing an item. When you share a SonoAccess content item, the share e-mail contains a link to a standard webpage that offers the following three options:

View the content item in SonoAccess on my device
View the content item on my PC
Go to the iTunes website to download SonoAccess

How Do I Change My User Profile?

Tap the Coach button at the bottom of the screen.
Tap the My Profile button in the upper right-hand corner of the display.
Tap my specialties (required) and my products (optional).
Make any applicable changes to your profile.
Tap the Done button to save your changes.

How Do I View a Content Item?

Tap the item’s thumbnail image or title. If you have a strong 3G connection, documents, images, and links should open within a few seconds. Videos will take longer to load.

How Do I Zoom In on a Guide or Image File?

The SonoAccess application supports the iPhone device standard single tap, double tap, and “pinch” motion to zoom in or out on any document, including case study PDF files, image files, or guide PDF files.

How Long Does It Take Videos To Download?

SonoAccess videos use a high-quality Apple QuickTime® encoding to ensure that you can clearly see the sonographic images within in the video. Download speeds can vary from less than 5 seconds on Wi-Fi or a strong 3G signal, to an average of 15 seconds on 3G. Downloads on a weak 3G or a strong 2G connection can take up to 30 seconds or longer, in rare cases.

I Have Problems Loading Videos. What Is Wrong?

SonoAccess videos are best viewed using a Wi-Fi or 3G data connection. Depending on the location and signal strength of your data connection, the quality of your download experience can vary, but the quality of the video will remain constant. 2G works slowly in strong, stable signal areas and is not recommended otherwise.

I Received the Following Error Message: “Error Connecting with Server.” What Should I Do?

If your data connection is disrupted while the SonoAccess app is communicating with our servers, you may see this error message. Tap OK and continue using SonoAccess. If you continue to see this error, verify that you have a strong and stable data connection in your current location.

I Received the Following Error Message: “SonoAccess Detects That You Are Not Connected to a Data Network. For Best Results, Please use 3G or Wi-Fi.” What Should I do?

This message displays when the SonoAccess application detects the absence of or an error with your data connection. If you receive this message, your current location does not provide sufficient wireless bandwidth to access the SonoAccess application's download on demand features.

I Shared a SonoAccess Content Item and the Person I Sent It to Cannot View the Content on His/Her PC. Why?

To view SonoAccess content items on a personal computer, the recipient must have the following installed:

Videos - QuickTime 7.x or better browser plug-in
Images - A default JPEG image viewer
Guides - Apple Preview or Adobe® Reader®
Links - A default Web browser

Note: If your colleague or friend is using a PC on a corporate network, it is possible that the URL to the SonoAccess Web content storage location is blocked by a firewall.

I Updated to SonoAccess Version 1.2 and Am Now Getting a Message Asking Me to Allow Apple Push Notifications. Why?

SonoAccess version 1.2 uses the Apple Push Notification Service to update a badge on your SonoAccess desktop icon that displays a count of your new, unviewed personalized content items. If you do not wish to use this feature, you can decline the push notification service.

My iPhone Is on a 2G (EDGE) Data Network. How can I Fix Videos That Download Very Slowly or Not At All?

SonoAccess videos are best viewed using a Wi-Fi or 3G data connection. Depending on the location and signal strength of your data connection, the quality of your download experience can vary, but the quality of the video will remain constant. Using 2G data connections to view SonoAccess videos is only viable in strong, stable signal areas.

What Content Types Are Available in SonoAccess and How Do I Know Which Items Are Videos?

SonoAccess offers the following types of content, all of which can be shared with others:

Videos – Scanning techniques, case studies, and product tutorials
Documents – PDF case studies, reimbursement guides, and product quick start guides
Images – Clinical image galleries
Links – Links to relevant webpages

All SonoAccess videos have thumbnail images captured from the video. In SonoAccess version 1.1, documents, images, and links display by title only to visually differentiate them from videos (videos always have a thumbnail image in the title row). SonoAccess version 1.2 includes thumbnail images for all content, with visually distinctive thumbnails that make it easy for you to differentiate documents, images, and links from videos.

What Devices Does SonoAccess Work On?

SonoAccess is available from the Apple iTunes® store for iPhone® and iPod touch® devices. The device must have iPhone operating system (OS) version 3.0 (or better) installed; we recommend always using the most current iPhone OS version. Older iPhone OS versions and devices, as well as OS versions from other manufacturers, are not currently supported.

What Is the Current Version of SonoAccess?

Note: To check your SonoAccess version, tap the My Profile button, which is located on the blue title bar of the Coach tab. The version number is located in the upper right corner of the screen, below the title bar. For the best SonoAccess experience, please update your iPhone OS and SonoAccess app as new versions become available.

When I Try To Download SonoAccess, My Device Displays the Following Error: “Not Compatible. This Application Is Not Compatible with This iPhone.” What Does This Mean?

SonoAccess requires iPhone OS version 3.0 or better. To check your OS version, complete the following steps:

Tap Settings | General | About.
Look at the version number. If it is 2.2.x or earlier, you need to upgrade your iPhone OS before you can use the SonoAccess application.

When Is New SonoAccess Content Released?

SonoSite publishes new content during periodic releases as we assemble new content libraries for the Healthcare Professions we serve.

Why Is There a “New” Overlay on Some Content Items?

Starting with version 1.1, SonoAccess identifies new content that was published within the last 30 days. In SonoAccess version 1.2, after you view a new item, the item will cease to have the “New” overlay and the badge count on the SonoAccess home icon will decrease by 1.

SUPPORT TEAM

Moses F

Technical Support Representative

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