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What This Guide Helps With
Addresses workstation freezes or communication loss caused by power, cables, network connections, peripheral problems, software state, or infrastructure interruptions.
Step-by-Step Troubleshooting
1. Protect the Patient and Preserve Examination Data
Do not continue scanning when the operator workstation is unreliable or communication with the scanner is lost.
If a patient is on the table, safely conclude or terminate the examination according to approved clinical procedures and use alternate imaging if needed.
Expected outcome: The patient is protected and unnecessary data loss is minimized.
2. Confirm the Exact Failure
Determine whether the workstation is completely frozen, only one application is unresponsive, communication with the gantry is lost, or the display/input devices are not responding.
Record displayed messages exactly.
Expected outcome: The problem is clearly defined.
3. Check Workstation Power and Peripherals
Verify workstation power, monitor status, keyboard, mouse, and other accessible peripherals.
Inspect external power and data connections for looseness or damage.
Expected outcome: A peripheral or simple power issue is either corrected or ruled out.
4. Check Scanner-to-Workstation Connectivity
Inspect accessible network and system communication cables between approved external connection points.
Do not disconnect internal scanner communication wiring.
Expected outcome: External communication connections are secure.
If reseating an approved external connection restores stable communication, continue to functional verification.
5. Determine Whether the Problem Is Local or Network-Wide
Ask whether other networked systems are experiencing communication problems and whether the CT scanner remains responsive locally.
Expected outcome: The failure is narrowed to the CT workstation or a broader infrastructure issue.
6. Check for Recent Power or Network Events
Determine whether the problem followed an outage, network change, switch maintenance, software update, or system restart.
Expected outcome: Relevant recent events are identified.
7. Perform an Approved Controlled Workstation Restart
If no active patient procedure depends on the workstation and approved procedures permit it, perform a normal controlled restart.
Avoid repeated hard power-offs unless required by authorized service procedures.
Expected outcome: The workstation restarts and re-establishes stable communication.
8. Verify Scanner and Application Communication
Confirm that the workstation communicates with the scanner, expected system statuses populate normally, and required control functions are available.
Expected outcome: Communication remains stable without recurring freezes.
9. Perform Final Functional Verification
Use an approved non-patient workflow to verify workstation responsiveness, scanner communication, study handling, and data availability.
Expected outcome: The workstation remains responsive and required CT communication functions normally.
If achieved, troubleshooting is complete.
10. Escalate Recurrent Freeze or Communication Loss
If freezing or communication loss returns, remove the scanner from service as appropriate. Do not modify restricted software, internal network configuration, operating-system files, or service applications without authorization.
Expected outcome: An unreliable workstation is escalated before clinical use resumes.
If the Problem Persists
Common external causes have been ruled out. Remaining possibilities may include workstation hardware, application software, internal scanner communications, network infrastructure, storage resources, cybersecurity controls, or service-level configuration.
The CT scanner should be:
- Removed from service if reliable control cannot be maintained.
- Labeled Out of Service.
- Sent for repair or qualified service evaluation.
- Evaluated using appropriate Canon documentation and approved IT/service tools.
- Repaired or configured only by qualified personnel.
Confirm stable scanner control, study handling, and communication before return to clinical use.
Knowing when to stop external troubleshooting is proper troubleshooting.
Clinical Use Tip
If the operator workstation is unstable, do not continue acquiring patient data with the assumption that images can be recovered later.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"CT staff reported the operator workstation froze and lost communication with the scanner."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found an accessible workstation network connection was loose."
Resolution
What action was taken.
Example:
"Secured the connection, restarted the workstation using the approved process, and verified stable scanner communication and normal non-patient workflow."
Helpful Details to Include (If Known)
- Exact freeze or communication message.
- Whether the entire workstation or one application froze.
- Scanner local status.
- External cable condition.
- Network indicator status.
- Recent outage or network work.
- Restart results.
- Whether communication remained stable.
- Non-patient workflow verification.
- Final scanner status.
Final Thought
Separate workstation, scanner, and infrastructure causes logically, correct external connections first, and require stable communication before releasing the system.
That is successful troubleshooting.