X-Ray & iPad Connectivity Issues Where iPad Not Receiving Alerts

Troubleshooting Guide: X-Ray & iPad Connectivity

Use the Status Indicator Dot at the top of the iPad screen to identify and resolve connection issues quickly.

? If the Status Dot is RED

A red dot indicates a physical connection failure between the iPad and the X-ray system.

1. Reset the iPad Connection: Unplug the USB-C cable from the iPad, wait three seconds, and plug it back in firmly.

2. Wait 10 Seconds: If the dot does not turn green within 10 seconds, the physical link is still broken.

3. Inspect the Cabling: * Follow the cable from the iPad down to the floor or behind the desk.

   • Check the USB-C extension and the Ethernet adapter.

   • Ensure the network cable is clicked securely into the adapter and that the adapter lights are blinking.

4. Reconnect: Secure any loose plugs. The dot should transition to green once the path is restored.

? If the Status Dot is GREEN (But No Alerts Received)

A green dot means the iPad and the computer are talking, but data isn't flowing correctly. This is usually caused by one of two things:

• A. App Filter Settings: The iPad is connected, but a filter may be hiding the alerts. Check the "Filters" menu in the app to ensure you are set to view all relevant detection categories.

• B. Windows System Error: The internal X-ray computer may have encountered a software hang. If your filters are correct but you still see no alerts, reboot the X-ray machine to restart the communication service.

Support Contact

If the dot remains red after checking all cables, or if a reboot does not restore alerts:

Athena Security Technical Support Phone: 1-833-928-4362