Unable to collect sample / 'Sample collection failure' error in app

Typically, you will receive your urinalysis measurement results approximately 20 minutes after taking the measurement. However, sometimes the measurement will fail, which results in an in-app notification: "sample collection failure." This error will only appear after the 20 minute post-measurement period has passed.

The root cause of a sample collection failure can be:

• Not enough fluid was collected
• Improper positioning/installation of the U-Scan
• The collection point is obstructed and needs to be cleaned

Tips for optimal sample collection

To ensure that your U-Scan is able to successfully collect your sample, please make sure that:

• You are well hydrated and prepared to perform a measurement. 
• Your sample collection time is at least 6 seconds long. This allows enough time and fluid amount to take the most thorough measurement. 
• You are seated when collecting the sample. This ensures that the sample makes direct contact with the device during the measurement window.
• You take your measurement within your designated measurement window (if configured for automatic measurement) or you take your measurement after manually launching it. 
• The U-Scan is not hanging low enough to make constant contact with the pooled water in the toilet bowl.
• The U-Scan is not hanging too high that it is out of the path of urine. 
• The U-Scan is not installed on either the left or right lip of the toilet, and instead in the center, as pictured below:
  
• You choose the correctly sized toilet clip, and change it if necessary. This will dictate how low or high the U-Scan hangs from the lip of the toilet.