Frequently Asked Questions

Q:  My FREDRx device will not turn on.

A:  In order for the FREDRx scanner to be powered on, the device must not only be connected to the computer via USB, but needs to have power as well. The battery located at the bottom of the unit must have a charge, or be connected via the power cable to a wall outlet. The power switch must also be set to the on position. When powered on, the lights inside the scanner should illuminate, indicating the scanner is connected and ready for use.

Q:  My FREDRx scanner is connected to the computer, the battery has a charge, the power switch is turned on, and the lights inside the scanner are illuminated. The ETHERx software still does not recognize it as being attached.

A:  The FREDRx scanner device must be connected to the computer and powered on before launching the ETHELRx software. If the device is turned on after launching the software, close the software and re-launch and the device. ETHELRx software should now be detected.  If the problem persists, disconnect the USB (and power cable if attached), and unplug the battery pack from the bottom of the scanner. Put the battery pack back in place and reconnect the USB, and power cable if needed. Verify the scanner is on and the lights inside the scanner are illuminated, then re-launch the software.

Q:  The FREDRx scanner internal camera is frozen or will not provide a live video feed.

A:  If the internal camera is frozen or will not display a live video feed, verify the scanner USB cable is securely connected to the computer and the scanner is powered on. Re-launch the software and try again.  If the problem persists, disconnect the USB (and power cable if attached), and unplug the battery pack from the bottom of the scanner. Put the battery pack back in place and reconnect the USB, and power cable if needed. Verify the scanner is on and the lights inside the scanner are illuminated, then re-launch the software.

Q;  External Camera video feed is frozen or will not provide live video feed.

A:  Verify the External Camera auxiliary cable or flex stand is securely connected to the USB port at the top of the scanner, and that the External Camera itself is connected securely to the auxiliary cable or flex stand. Click the Back button to return to the internal camera, and re-try using the External Camera function.  If problem persists, ensure the scanner is connected and powered on. Re-verify the External Camera connections, and then re-launch the software. Verify the internal camera live video feed is working, then re-try External Camera.  If problem is still not resolved, disconnect the FREDRx USB (and power cable if attached), and unplug the battery pack from the bottom of the scanner. Put the battery back in place and reconnect the USB and power cable if needed. Verify the scanner is on, the lights inside the scanner are illuminated, and the External Camera is connected securely. Re-launch the software and try again.

Q:  My agent account is not displayed in the Select Agents drop down.

A:  An agent account must first be created on Medyclouds and the FREDRx Device ID must also be Registered to your company by your company administrator or a FREDRx support technician. The Device ID may be found in the About section of the software.  After your device has been Registered and your agent account has been created, verify the device is connected to the computer and powered on. Launch the ETHELRx software and open the Select Agents drop-down. Click Refresh Agents and a list of all agents registered to your company should be generated.

Q:  My scanned label images keeping coming out blurry.

A:  To ensure clear scanned images with FREDRx, the camera needs to be in focus before the actuation of the scan cycle. Position the object so that part of the label with text is showing on the live video feed. Click the Focus button on the Scan Button Wheel and verify the camera is focused on the text and it can clearly be seen, then actuate the scan cycle.

Q:  The camera is focused on label text before the scan, but the scanned image is still blurry.

A:  Verify the scanner and object are set securely and does not wobble as the prescription bottle spins, and that the scanner or surface it is placed on is not bumped or jarred during the scan cycle. Adjust the camera slide knob so that you hear it ‘click’ into position and is not left ‘floating’. If the camera is not seated correctly in the camera slide knob gear shaft it may be susceptible to vibration from the motor.

Q:  How do I get the client profiles from my computer to the Medyclouds website?

A:  Use the ETHELRx Save/Process function with an internet connection, located in Show Plans Choices, to upload client profiles to Medyclouds. Log into Medyclouds.com at any time to access the uploads.

Q:  Do I have to upload my client profiles or can I keep them on my local computer?

A:  Uploading is an optional process that allows agents to store their client profiles securely on the cloud for 24/7 access and removes the profile entirely from the local computer.  You may also store the client profiles indefinitely within the software on the PC you scanned them from, without need for upload at any time.

Q:  Do I need to have a scanner to run the software?

A:  After the initial setup of the software, you may run the software, add or open clients, view and edit saved entries, add drugs using Manual Drug Entry, or upload to Medyclouds without need for plugging in the FREDRx device. However, no scan functions will be possible until the scanner is plugged in and powered on, and the software is re-launched.

Q:  How do I re-scan saved images?

A:  There is no function to re-scan images that have already been Saved and Accepted. Be sure to use the Retake Image option when viewing a scanned label image prior to Save and Accepting if needed. However, you may delete a saved image at any time and replace it with a new scan as needed.

Q:  How do I delete saved entries?

A:  Saved entries can be deleted through Review Records within the ETHELRx software. Select and right click on the thumbnail of the image you wish to delete, and select the Delete option. Confirm the deletion and the image and corresponding data is deleted permanently.

Q:  What is the soft black pad provided with the scanner used for?

A:  This is the External Camera imaging pad which can be used to provide a sharp contrast when imaging objects with the External Camera. If desired, the pad can be placed on a flat surface, and objects to be imaged with the External Camera may be placed on top, creating a sharp contrast background.

Q:  What is the white cable with the funny shaped connector?

A:  There should be three white cables in FREDRx scanner bag:

  • A white power cable that connects to a standard wall outlet and plugs into the FREDRx scanner to charge the battery.
  • A standard Type-B USB cable used to connect the FREDRx scanner to the computer.
  • An auxiliary free-hand camera cable which can be connected via USB at the top of the FREDRx unit and then connected to the External Camera. This can be used in addition to the External Camera Flex Stand to allow for free hand or ‘wand’ style External Camera connection.

Q:  What is the cardholder?

A:  The cardholder is the small white plastic disk included with your FREDRx accessories used to allow imaging of all types of cards. The cardholder has grooves molded on one side to fit into the contoured grooves of the white platen where bottles are placed inside FREDRx. A card may then be placed in a vertical orientation within the slit on the opposite side of the grooves and used to prop cards that you would like to scan up on their edge. This allows FREDRx to capture both sides of the card inside the scanner using the Card Scan function.

Q:  My bottle, box or object won’t fit into the grooves on the white platen, what should I do?

A:  If the object you are trying to image won’t fit in the grooves of the white platen disk or stay upright and centered, try flipping the platen at the bottom of the FREDRx unit over and use the flat backside with an axial grid to center your bottle. If the bottle still does not fit or will not scan properly, consider using the External Camera or Scan by Hand functions to image the object.

Q:  How do I add or open a new client once I am already viewing a client profile?

A:  After adding or opening a new client profile, you can return to the Client Details screen at any time by closing the current client profile you are viewing. Simply click the red ‘X’ at the top right of the screen to close the client profile you are viewing and you will automatically be returned to Client Details, where you may add or open additional clients.

Q:  My agent account is not displayed in the Select Agents drop down?

A:  An agent account must first be created on Medyclouds, and the Device ID must also be Registered to your company by your company administrator or a FREDRx support technician. The Device ID may be found in the About section of the software.  After your device has been Registered and your agent account has been created, launch the ETHELRx software and open the Select Agents drop-down. Click Refresh Agents and a list of all agents registered to your company should be generated.

Q:  How do I get the client profiles from my computer to the Medyclouds website?

A:  Use the ETHELRx Save/Process function with an internet connection, found in Show Plans Choices, to upload client profiles to Medyclouds. Log into medyclouds.com at any time to access the uploads.

Q:  Do I have to upload my client profiles or can I keep them on my local computer?

A:  Uploading is an optional process that allows agents to store their client profiles securely on the cloud for 24/7 access and removes the profile entirely from the local computer.  You may also store the client profiles indefinitely within the software on the PC you scanned them from without need for upload at any time.

Q:  How do I delete saved entries?

A:  Saved entries can be deleted through Review Records within the ETHELRx software. Select and right click on the thumbnail of the image you wish to delete, and select the Delete option. Confirm the deletion and the image and corresponding data is deleted permanently.

Q:  How do I add or open a new client once I am already viewing a client profile?

A:  After adding or opening a new client profile, you can return to the Client Details screen at any time by closing the current client profile you are viewing. Simply click the red ‘X’ at the top right of the screen to close the client profile you are viewing and you will automatically be returned to Client Details, where you may add or open additional clients.

Q:  How is the drug calculated based on the quantity and the Wholesale Acquisition Cost (WAC) ?

A:  WAC is defined as the Medicare Prescription Drug, Improvement and Modernization Act of 2003: The term “Wholesale Acquisition Cost means “with respect to a drug or biological, the manufacturer’s list price for the drug or biological to wholesalers or direct purchasers in the United States, not including prompt pay or other discounts, rebates or reductions in price, as reported in wholesale price guides or other publications of drug or biological pricing data”. WAC price is populated for those manufacturers that report a WAC price.

 

Can’t find your issue or are unable to resolve it? Give us a call at 866-208-8474 or email support@fredrx.com to speak with a trained FREDRx and ETHELRx expert.