Support

We are here to help. We have a team of professionals here ready to assist you out of problems you may face. We have collected a list of issues that people usually care about TAURI. If you couldn’t find out the answer, please submit a ticket to us.

How accurate is the Infrared Sensor?


+/- 0.3 degree Celsius




What is the distance?


0.5 to 1 meter




How fast can the result be generated?


within 1 second




How many people can it detect one time?


1 person at a time.




If there are groups of people trying to enter, will it slow-down the line of people entering?


Yes, it would, people would still need to enter one by one.




Do we need an app/software with this?


We have a ready app that detects temperature and locks down through STAROS.




Is there an option to store the data of people checked? If yes, how far back


This is currently in development with TAURI Cloud.




Is the unit able to detect people of different heights (e.g. children, adults 3’ to 6.5’)?


There’s a visible sensor and a camera that will show your face through the LCD screen. From there you can see your head and also temperature.




Is there a specified height the product should be placed?


There is a camera in the tablet; as long as you can see your face in the screen, it will show.




How about people with head scarf? What point of the head is measured.


Need to place head within 0.5 meter from the sensor for accurate reading




Are there any data/tests available regarding the accuracy of this unit?


The accuracy is at 0.3 degree Celsius which is provided by our component manufacturer located in Germany




How many people per hour can pass through?


around 1800 person




Is there a chance it will overheat?


It can get heated up upon long term use, but we have heat dissipation design to withstand this.




How’s the unit attached to the tablet?


VESA 100 x 100 or 75 x 75




Is there a user interface that will be running on the device or is this just a hardware only solution?


Yes, it is a total solution of hardware, software and user interface.




How does the alert message work, is there display and sound too?


On the display screen, it would show the person’s face, the person’s current temperature, and when it runs a temperature higher than what you have set as normal, the tablet would have an alert sound made.




What is the degree that it would stop access? Or detect as alert?


You are able to customize settings to set temperature threshold.




Does the devices need a special configuration?


Right now it’s just plug and play, no special configuration required.




Dual Language - Is it possible to have dual-language appear in the app (e.g. French and English or only one language at the time?


On Version 2.02 or above, there are French, Japanese, German additionally available.




Do we have approval from any medical body (e.g. FDA)


It’s not an approved FDA medical device, undetermined if this classifies as a medical device as it is not making any diagnosis.




Is it FCC and CE compliant?


Yes, it is EN 60950-1:2006+ A11:2009+A1:2010+A12:2011+A2:2013. FCC Rule Parts 15C.




Is the unit NDAA compliant (a trusted resource for cameras that some US Government facilities require)?


Yes, it is NDAA compliant.




Is there a document from to explain that the measurement of the temperature is not affected by a person who just exercised or drank hot beverage (elevate body heat)?


No, the sensor detects actual physical temperature. Usually when this happens, you need to do an independent check with that person.




Is TAURI calibrated?


TAURI sensor has been calibrated with a thermal black body before shipment. When the sensor activates, it takes 2-3 minutes to auto calibrate to reach thermal stability. If it’s already been calibrated before shipment, TAURI will also auto calibrate itself when it boots up.




Is it possible to show on dual screen?


Yes, after Sept 2020 orders, you can connect TAURI to a secondary monitor to display the same content as TAURI, however, there are no sound, only image.




Can the tablet be portrait mounted?


Currently, TAURI is designed in landscape mode. But the new TAURI 7 will be in portrait mode.




During operation does the tablet need to be connected to the WIFI?


No it does not, it only needs to be connected to WIFI during the OTA ( over the air) update.




Is there a sleep mode on TAURI?


Right now it is at constant on, however there's a power button at the back that you can press that will black out the screen like cellphone.




Is TAURI DSGVO ?


Tauri is DSGVO compliant.





 
 

WARRANTY & RMA POLICIES

Warranty period

Glorystar Group (GS) warrants its products will be free from defects in material and workmanship for the duration of the warranty, which is 24 months from the date of invoice. The warranty status of a GS product is determined by checking the serial number of the product or component. Products with longer warranty periods will be separately mentioned on offer and order acknowledgement.

DOA period

A product is DOA (Dead on Arrival) if it is defective or does not operate according to the product specification within 10 days of arrival. DOA are collected by Glory star unless agreed otherwise in writing.

Repair Time/ Turnaround Time (TAT)

RMA (Return Material Authorization)
GS will normally repair a defect item and have it ready for shipment within 14 working days after receipt of the defect system by GS. If the quantity of defect item exceeds this Turnaround time, GS will instantly inform customer. For larger lots, Glory Star will confirm the repair time separately.

Void warranty conditions

The product warranty covers only those defects which arise as a result of normal use of the product and do NOT apply to any:

  • Service required as a result of improper installation, including incorrect or insufficient AC supply.

  • Damaged caused by other system components

  • Damage (including cosmetic damage), failure, loss or personal injury due to misuse, abuse, negligence, improper maintenance or storage, or to acts of nature or other causes beyond our control. ( Causes beyond our control include but are not limited to lightning strike, power surges, power outages and water damage)

  • Image burn-in

  • Product where the original factory serial number has been removed, defaced or changed in any way

  • Product has been explicitly or implicitly modified, tampered, altered or repaired in any way by anybody other than qualified technical staff of GS

Concerning Pixel Functionality – your display contains about one million of individual pixels. Your display typically contain a small number of pixels that do not function normally. Your display has been inspected and is in compliance with manufacture’s specifications, indicating that any pixel defects do not affect the operation or use of your display.

Returning goods

RMA Procedure
The following procedure to return goods to GS for repair is used by GS:

  1. Send an RMA request via e-mail to sales@glorystargroup.com including contact information and model number, serial number, invoice detail and adequate failure description of each defect product.

  2. Glory Star sends an RMA form to customer to fill in. GS determines if product is within warranty or out of warranty.

  3. Upon approval, customer sends the defect item to Glory Star (Flat D, 5/F, Excelsior Building, 364 Nathan Rd., Kowloon, H.K) with the following rules:​​​​

​​

  • Each item should be well packed in the original or equivalent packaging to minimize the chance of damage during transportation. GS will not accept liability of any product damaged during transportation due to inadequate or insufficient packaging.

  • If the packaging is damaged in such a way that, according to GS, there is a fair chance that the inside product could be reasonably damaged too, GS will refuse the returned item. If Glory Star decides to renew the packaging to ensure safe shipping, this new packaging will be invoice to the customer.

DOA Procedure

  1. Customer ask for DOA request

  2. Customer will be contacted immediately and receives new product or repair priority status

  3. Glory Star will collect defected product(s)

  4. Product is shipped back to customer by Glory Star​

​​

If it is within warranty, customer will be responsible for freight cost back to GS, after repair, GS would send the device back to customer’s one location at GS’s cost.


Method of Transportation
Glory Star will not accept shipping cost from customers who decide to ship DOA products on their own initiative to Glory Star. These products are collected by Glory Star unless agreed upon writing.

Repair Charges

In warranty and DOA items are repaired/ replaced free of charge. Glory Star will charge repairs for the following categories of items:

  • Out of warranty items – items for which the warranty has expired

  • Void Warranty Items- for which the responsibility for the defect or damage cannot be attributed to Glory Star see Void Warranty Conditions

A full repair report will be given to the customer upon request.

Non Repair Charges

If in or out of warranty items are returned for repair and no defects are found by Glory STAR, Glory Star will charge USD35 for investigation with additional shipping costs.

 

SUBMIT A TICKET

Please add a ticket at the link below. Our professional technicians are willing to help you out.

GloryStar USA

Representative

California USA 

+626 228 5927

sales@glorystargroup.com

GloryStar Switzerland

Ermatingerstrasse 10,8564 Hattenhausen, 

Swtizerland 

+ 41 79 279 9798

sales@glorystargroup.com

GloryStar HK

Flat D, 5/F, Excelsior Building, 

364 Nathan Road,Kowloon,

Hong Kong

+852 2376 2803

sales@glorystargroup.com

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