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Why did my scan fail? (common causes)

Received a "FAILED" status? This usually means the system couldn't see your face clearly for 45 seconds. Read below to understand how our timeout timer works and how to fix it with better lighting.

If you received a FAILED status, it means the scan started but was unable to complete before the system timed out. This usually happens when the camera cannot lock onto your face for long enough to capture the necessary data.

The most common reason for a failed scan is poor lighting.

Our system requires a clear video feed to detect blood flow patterns. In low light conditions, the camera struggles to distinguish your facial features. If the system cannot detect a face, it cannot record the data, eventually leading to a timeout.

How the Timeout Works (The 45-Second Rule)

To keep the system efficient, we have a strict timeout threshold. Here is how the timer works behind the scenes:

  1. As soon as the scan begins, a 45-second timer starts counting down.
  2. Whenever the system successfully detects your face, the timer pauses.
  3. If you look away, cover your face, or the lighting drops, the system loses track of your face, and the timer resumes counting down.
  4. If the system goes for a total of 45 seconds (cumulative) without detecting a face, the scan will fail.

To prevent this error, ensure the system can see you clearly the entire time. Learn how to conduct a successful Vitals AI scan here.