Optos #
Support #
- Call toll-free (US & Canada): 1-800-854-3039
- E-mail: usinfo@optos.com
- You’ll need to provide site number.
- support@optos.com
Details #
Optos Retinal Imaging Device – Technical Support Breakdown #
What it is #
An Optos device is an advanced retinal imaging system used in eye care clinics to capture widefield or ultra-widefield images of the back of the eye. In simple terms, it allows the doctor to see a much larger view of the retina than a standard retinal camera. The retina is the light-sensitive tissue in the back of the eye, and it includes important structures such as the optic nerve, blood vessels, macula, and peripheral retina.
Optos devices are commonly used to help doctors detect, monitor, and document eye health problems. Depending on the model and configuration, an Optos system may capture color retinal images, autofluorescence images, red/green separation images, or other imaging types that help the provider review different layers or features of the eye. These images are often stored over time so the doctor can compare changes between visits.
What it is used for #
Optos systems are mainly used to:
- Capture ultra-widefield retinal images
- Document the back of the eye during routine exams
- Help detect diabetic retinopathy
- Monitor macular degeneration
- Check for retinal tears or detachments
- Review blood vessel changes
- Evaluate glaucoma-related optic nerve changes
- Track inflammation, lesions, tumors, or other retinal abnormalities
- Compare patient images over time
- Provide patient education using clear retinal images
The big value of an Optos device is that it gives the doctor a broad view of the retina quickly, often without needing dilation for every routine screening. It does not replace the doctor’s exam, but it gives the provider a powerful image record to help with diagnosis, documentation, and follow-up care.
What IT / Technical Support Needs to Know #
1. Workstation / PC Side #
Most Optos systems use a dedicated Windows workstation or a connected PC that runs the Optos software. In many cases, a lot of “device problems” are actually computer, Windows, login, storage, or network problems.
Support should know:
- Windows version
- Workstation hostname
- Local or domain login method
- Whether the PC is dedicated only to Optos
- PC specs and age
- Monitor setup and resolution
- USB/network connections between the device and workstation
- Power settings and sleep settings
- Local admin access requirements
- Approved Windows update policy
- Whether BitLocker or endpoint security is enabled
- Vendor remote support requirements
A common support issue is that the PC goes to sleep, updates overnight, loses access to a mapped drive, or has antivirus/security software blocking part of the Optos application.
2. Optos Software #
The Optos software controls image capture, patient selection, image review, reporting, and sometimes exporting to another system. The software may also communicate with an image database, shared storage, or EMR/EHR system.
Support should document:
- Optos software name
- Software version
- Licensing method
- Local database or server-based database
- Where patient images are stored
- Whether the software uses local storage, network storage, or cloud sync
- Whether the software connects to EMR/EHR
- Whether updates are vendor-managed
- Common startup errors
- Required services that must be running
- Vendor-approved antivirus exclusions
- Vendor support contact information
Tech support should be careful with software updates. Do not assume normal Windows or driver updates are harmless. Imaging systems can be sensitive to driver versions, database services, licensing, and vendor software dependencies.
3. Network Connectivity #
Optos devices may need network access for image storage, image export, EMR integration, cloud services, vendor remote support, licensing, or file sharing. If images are not transferring or patient data is not syncing, the network should be checked early.
Support should know:
- Static or DHCP IP setup
- Device IP address
- Workstation IP address
- MAC address
- Network jack location
- Switch port location
- VLAN or subnet
- Firewall rules
- Internet access requirements
- DNS settings
- Whether vendor remote support is allowed
- Whether the device uses SMB, DICOM, HTTPS, or another protocol
- Whether the system exports to a server, EMR, or image management platform
Common network-related problems include disconnected mapped drives, blocked ports, firewall changes, DNS issues, switch port failures, or the workstation moving to a different network profile.
4. Data Storage / Image Database #
Optos images can consume a lot of storage over time, especially in busy offices. Losing retinal images can create serious operational and documentation problems, so storage and backup need to be treated as important support items.
Support should know:
- Where images are stored
- Whether storage is local, shared, server-based, or cloud-backed
- Approximate database size
- Available disk space
- Growth rate of image storage
- Backup method
- Backup schedule
- Restore process
- Whether backups are tested
- Who owns the restore responsibility
- Whether old images are archived
- Whether the image path is mapped drive or UNC path
- Whether the database requires vendor tools for backup
This is one of the biggest IT responsibilities. The clinical team captures the images, but IT needs to make sure those images are protected, backed up, and recoverable.
5. EMR / EHR / Practice Management Integration #
Many optical and ophthalmology offices want Optos images connected to their EMR, EHR, or practice management software. Depending on the setup, the Optos system may receive patient demographics, export images, generate reports, or attach PDFs/images to patient charts.
Support should document:
- Whether Optos integrates with the EMR/EHR
- Name of the EMR/EHR system
- Whether patient data sync is automatic or manual
- Whether images export as PDF, JPEG, TIFF, DICOM, or another format
- Whether the system uses DICOM worklist
- Whether reports are printed, saved, or uploaded
- Which vendor owns the interface
- What happens when patient matching fails
- Where exported files are dropped
- Whether staff manually import images into charts
- Whether secure email or portal upload is used
Common integration problems include patient names not matching, images not crossing over, export folders being unavailable, or the EMR vendor and Optos vendor each blaming the other system.
6. Printing / Reports / Exports #
Optos systems often generate reports or images that staff may print, save as PDF, or export for referrals. Support should know how the office uses these outputs day to day.
Support should know:
- Default printer
- Report printer
- PDF printer if used
- Export folder location
- File naming format
- Whether reports are saved automatically
- Whether reports are manually attached to EMR
- Printer driver used
- Print spooler troubleshooting steps
- Whether staff send images securely to outside providers
Common issues include reports not printing, wrong printer selected, PDF export failing, permissions problems on a shared folder, or staff not knowing where the files were saved.
Common Support Issues #
Likely IT-side issues #
These are usually things your technical support team can investigate:
- Optos software will not open
- Workstation is slow or freezing
- Windows login issues
- User profile problems
- Images not saving
- Database path unavailable
- Shared folder disconnected
- Export folder permissions problem
- Printer not printing reports
- PDF export not working
- Network connection dropped
- Firewall blocking communication
- Antivirus blocking Optos software components
- Storage drive full
- Backup failing
- EMR export not completing
- Patient data not syncing
- Vendor remote support unable to connect
- Windows update caused software or driver issue
- Monitor/display resolution problems
- USB or network cable connection issues
Likely vendor / biomedical issues #
These are usually Optos or authorized vendor support items:
- Poor image quality not caused by user technique
- Device alignment problems
- Internal camera or sensor failure
- Laser or imaging hardware faults
- Calibration problems
- Device firmware issues
- Internal optics problems
- Mechanical issues with chinrest/headrest
- Capture hardware not responding
- Error codes tied to internal device diagnostics
- Manufacturer-only licensing or activation issues
- Hardware replacement
- Preventive maintenance
- Device-specific calibration or alignment service
The key support boundary is this: IT supports the surrounding environment. Optos or an authorized technician supports the medical imaging hardware.
Good Things to Document #
Your support documentation for each Optos device should include:
- Device name
- Clinic location
- Room number
- Model number
- Serial number
- Asset tag
- Purchase date if available
- Warranty status
- Service contract details
- Vendor support phone number
- Vendor account number
- Workstation hostname
- Windows version
- Logged-in user account
- Local admin account process
- Optos software version
- License details
- Device IP address
- Workstation IP address
- MAC address
- Network jack location
- Switch port
- VLAN/subnet
- Storage path
- Database location
- Backup method
- Last successful backup
- Restore process
- EMR/EHR integration details
- Export folder
- Printer/report setup
- Remote support method
- Antivirus exclusions
- Firewall rules
- Last known good working date
- Reboot/shutdown procedure
- Escalation notes
Basic Troubleshooting Flow #
Start with the simple stuff #
- Confirm the Optos device has power.
- Confirm the workstation and monitor are powered on.
- Confirm Windows login works.
- Open the Optos software and capture the exact error message.
- Check whether other users can log in.
- Check device cables, USB connections, and network link lights.
- Confirm the workstation has network access.
- Confirm the image/database storage path is available.
- Check free disk space on the workstation and storage location.
- Confirm required services are running if known.
- Test printing if the issue involves reports.
- Test PDF or image export if the issue involves file transfer.
- Check whether EMR/EHR integration is working.
- Review recent changes, including Windows updates, antivirus updates, firewall changes, or network changes.
- Reboot only if appropriate for clinic workflow and vendor guidance.
- Escalate hardware, calibration, optics, or device-specific errors to Optos/vendor support.
Important Support Mindset #
The most important thing for the tech team to understand is that an Optos device is both a medical imaging device and an IT-connected workstation system. Your team is usually responsible for the computer, software environment, network, storage, backups, printing, user access, and integrations. However, the internal imaging hardware, optics, calibration, sensors, lasers, and manufacturer-specific diagnostics should usually be handled by Optos or an authorized service provider.
A good support approach is to first rule out the normal IT problems: power, login, workstation health, storage, permissions, network, printing, backup, and EMR export. Once those are confirmed working, device-specific capture problems or image quality issues should be escalated to the vendor. This keeps your team helpful without taking responsibility for medical-device hardware that should remain under vendor support. This structure follows the same support mindset as the OCT breakdown you provided, where IT supports the environment around the device and vendor support handles the specialized imaging internals.
