On this page
Asset Type
Manufacturer
Model
What This Guide Helps With
Addresses failed worklist retrieval or image transfer caused by network connectivity, destination availability, configuration, patient data, or interface conditions.
Step-by-Step Troubleshooting
1. Protect Clinical Workflow and Patient Data
A network transfer problem does not automatically mean the scanner itself is unsafe, but do not allow studies to be lost or unidentified. Maintain a verified method to preserve patient and study information while troubleshooting.
Expected outcome: Patient data remains protected and clinical workflow has an appropriate contingency.
2. Identify Which Function Has Failed
Determine whether the issue involves modality worklist retrieval, DICOM send, PACS receipt, query/retrieve, or another interface.
Confirm whether the failure affects all studies or only one patient or destination.
Expected outcome: The affected communication path is clearly identified.
3. Confirm the MRI Workstation Is Otherwise Functional
Verify the scanner and workstation are operating normally and that completed study data is present locally when appropriate.
Expected outcome: The issue is isolated to data communication rather than a general scanner failure.
4. Check Physical Network Connectivity
Inspect accessible Ethernet or interface connections for secure seating and visible damage. Observe normal connection indicators if they are available without entering restricted service areas.
Expected outcome: The physical network connection appears intact.
5. Determine Whether Other Systems Are Affected
Ask whether other imaging modalities, workstations, or hospital systems can access PACS or the worklist.
A broader outage should be escalated to the appropriate IT/PACS team rather than treated as an MRI hardware failure.
Expected outcome: The problem is categorized as MRI-specific or infrastructure-wide.
6. Verify the Intended Destination or Service Is Available
Using approved operator-visible functions, confirm that the expected destination or worklist service is selected and available.
Do not change network addresses, ports, application entities, or protected interface configuration without authorization and verified reference information.
Expected outcome: The scanner is attempting to communicate with the intended configured destination.
7. Check Patient and Study Information
For a failure affecting only one study, verify that required patient and exam information appears complete and consistent in the normal clinical workflow.
Do not alter identifiers merely to force a transfer.
Expected outcome: No obvious data-entry or study-selection problem explains the failure.
8. Retry the Transfer Through the Approved Workflow
After confirming network and destination availability, retry the failed transfer or worklist query using the normal approved interface.
Expected outcome: Communication completes successfully without recurring error.
If successful, verify receipt at the destination before closing the issue.
9. Confirm End-to-End Receipt
Coordinate with PACS, radiology, or IT staff as needed to confirm that the expected study actually arrived and is associated correctly.
A local “sent” status alone may not prove successful end-to-end delivery.
Expected outcome: The complete MRI-to-destination communication path is verified.
If achieved, troubleshooting can stop.
10. Escalate Persistent Communication Failure
If physical connectivity is normal but transfers or worklist communication continue to fail, involve the appropriate PACS, network, integration, or Canon service support group.
Expected outcome: Configuration or infrastructure problems are escalated without unauthorized changes.
If the Problem Persists
Common external cabling, destination-selection, patient-data, workflow, and obvious network-outage causes have been ruled out. The remaining issue may involve DICOM configuration, network services, firewall or VLAN conditions, PACS availability, interface software, workstation services, or another service-level problem.
The MRI system should be:
- Removed from service only when communication failure prevents safe or acceptable clinical operation according to facility policy
- Labeled Out of Service if removed
- Evaluated by qualified Clinical Engineering, IT/PACS, or Canon service personnel as appropriate
- Tested using approved network and system diagnostic methods
- Reconfigured only by authorized personnel using verified settings
Confirm successful end-to-end worklist or DICOM communication before closing the repair.
Knowing when to stop external troubleshooting is proper troubleshooting.
Clinical Use Tip
Always verify that a study actually reached the intended PACS destination before assuming a local “send” action completed the clinical communication path.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"MRI staff reported completed studies from the Canon Vantage Orian were not reaching PACS."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found the scanner's accessible network connection had become disconnected."
Resolution
What action was taken.
Example:
"Restored the network connection, resent the affected study through the approved workflow, and confirmed successful receipt in PACS."
Helpful Details to Include (If Known)
- Function affected: worklist, send, query, or retrieve
- One study versus all studies
- Exact displayed message
- Local study availability
- Network cable condition
- Other modalities affected
- Destination selected
- PACS or worklist availability
- Transfer retry result
- Confirmation of destination receipt
Final Thought
Treat imaging connectivity as an end-to-end path rather than automatically blaming the MRI. Preserve patient data, rule out physical and infrastructure causes, avoid unverified configuration changes, and confirm actual destination receipt before documenting resolution.
That is successful troubleshooting.