2020-01-11 
We have been receiving reports of FST’s receiving this message when trying to generate a code from the device to input into the CVS Customer Portal:
“Cannot Connect to the RetinaVue Customer Portal”
If you receive this message, please follow these steps:
- Back out of the screen, wait 2-4 minutes, and attempt to re-connect with the CVS supplied credentials
- If you receive the same error message, please do the following:
- back out of the screen and go into Menu (hamburger icon)/Settings/Network Information
- Please take a picture of that screen
- Call HR Tech Support and provide information from screen to Tech Support resource
After completing the above tasks, please remain onsite for 20-30 minutes for a response from HR/CVS
RetinaVue Network Re‐Training Fee: PN 1001250
Process for Retinavue retraining:
- The client calls Kelsi Wallace who handles all our trainings. Contact information below.
- Kelsi will then schedule additional training with the client
- Kelsi will then submit billing to Jeannie Murphy for charge.
- Client will be charged $500.00 per training session.
Kelsi Wallace | Operations Coordinator | Vision Care
O: +1.865.500.5030 [email protected]
RV100 SD Cards:
If customers call in and we believe their SD card to be corrupted, please send the request to Mike Lemp and he will send out an SD card, instead of having the customer buy their own.
NEW EULA - End User Licensing Agreement : EULA Effective 10/1/2018
Monday Oct 1 2018: Customers will be presented with the EULA when they sign into their Customer Portal or if they are physicians when they sign into their Physician’s Portal. They would need to sign the EULA once and it should not pop up again the next time they sign in. This would apply to all users. If they do not accept the EULA, they will not be able to log in.
NEW as of 9/7/2018: We are unable to alter exam data. Any exams that are submitted are also billable (as long as they are interpretable and produce a diagnosis).
All Network News communications (which we use to communicate software updates) to customers can be found at www.welchallyn.com/networknews
If you get a call from a Retinavue Over-Read Physician reporting they found a medical emergency please collect all the information you can about the patient and forward to Maria Polsinelli. Most likely this will be very rare but the Physicians can detect stroke and detached retina among other conditions.
They are not able to see who the provider is so chances are they will call us or Maria directly. Maria will then contact the customer with this information so they can get emergency help to their patient.
Important Update on RV100 warranty replacements:
Per Product Marketing, effective immediately we are going to extend no charge warranty exchange for RV100 units up to SN 10000617.
RetinaVue Network Wireless workflow Troubleshooting
Escalation X Through Cloud Icon
DIR 50011968 - Retinavue Service Training:
SharePoint Link
RV100 Imager and RetinaVue Network, Training Guide
RV100 Imager and RetinaVue Network, Screenshots
Installing RetinaVue Network
Navigating the Customer Portal
Pupil Dilation Protocol
TopCon Tech Support: 866-922-6278 Opt 1
You may call Direct if Urgent: Ali Zendehdel | Senior Manager Technical Support | Topcon Medical Systems Inc. [email protected] | Ph: 201.599.5298 | Fax: 201.599.5247 | 111 Bauer Drive, Oakland, NJ 07436
If you have any technical problems please contact 866.922.6278 Monday - Friday 8:00am-8:00pm
2016-09-29 Per Dave Roebuck, RetinaVue Network Customers are not billed for any exams that are determined as inadequate for assessment by the medical practitioner. RetinaVue Network Customers are only billed for patient diagnostic reports which have a diagnosis.
Billing/Invoice address for reading RetinaVue Exams is:
2030 Falling Waters Rd, Ste 180, Knoxville, TN 37922
- When there is a communication issue with the RetinaVue RV-100 camera, one step is to pull the battery and that will do a reset.
- If customer has an issue with adding a referring provider, just add a space to the end of the name. There’s an issue with the system not liking names that were fewer than 3 characters.
2017-03-01
We have an immediate change in process with supporting customers with Topcon and DRS cameras. If you receive a phone call for a Topcon or DRS camera and determine the customer needs troubleshooting, AND they use Optum Support (a medical service organization who provides Quality service) please direct them to Aaron Umbarger. Aaron Umbarger’s direct number is 865 622 8588. His email is [email protected]. Aaron is most familiar with the customer-base that have a Topcon or DRS camera installed. He is very familiar with the operation of these cameras as well.
Camera to RV100 USB enumeration issues: Please conference in a member of the R&D team if we think we have a customer on the phone who may have this issue so R&D can try to troubleshoot one of these scenario’s in real-time. Please conference in Susan C, Dave Gamble or Doyle if we can. We can follow up after the fact with TFS documentation and process work.
RetinaVue V 3.4 Password Reset
For user names:
- · Length 5-50 characters
- · Cannot be empty
- · Cannot have ‘&# ‘or ‘<!’, or ‘</’ or ‘<?’
- · Cannot start with ‘<’ or ‘&’
Special characters allowed in the password: -^!@#$%&*()_+=[]{}:;<>|.?
**On iOS11, the Smart Punctuation is set by default. The apostrophe was not supported by our system. We suggest disabling the smart punctuation on iOS11 if customer is having trouble.
The RV100 camera supports the following asci characters for SSID name:
A-Z, a-z, 0-9
Special characters: Space, !,#,%, &, (, ), *, +,-, ., /, : , ; , < , >, = , ? , [, ], \\, _, {, }, ~ , ^
Apostrophe and quotation marks are technically supported but because these can vary in different iOS subsystems, they are removed from list of supported characters. Smart Punctuation function can be disabled by going to Settings > General > Keyboards.
Please make sure you are capturing this information in ZZ Long Text:
1) For firmware, it is vital to confirm as enhanced capabilities are included in the latest version 5.00.7 Specifically the Integrated Training Module or ITM, which guides the user on proper technique and try it before you do it practice.
2) Check the USB cable to confirm there is reason you are replacing the cable. It may have a bent plug at the end which may lead to discussion about proper technique for plugging and unplugging (not lifting up nor applying pressure upward or downward on the cord during the plugging process). If you are replacing the docking station and or USB cable, please document in long text that you have had the customer visually inspect their current cable for visible signs of bent plug.
3) Poor image quality. Before replacing a camera for poor image quality, ask to have an image sent to you so you can confirm the QA score on the image. Yellow background indicates poor image quality and likely the report will be unable to assess due to image quality. Log in the text the score of the image. Review cleaning technique, residue on the lens?
