On this page
Asset Type
Manufacturer
Model
What This Guide Helps With
Addresses frozen operator workstations, unresponsive controls, and communication loss caused by power, connections, network conditions, software state, or peripheral problems.
Step-by-Step Troubleshooting
1. Protect the Patient and Stop Dependence on the Frozen Workstation
If the workstation becomes unresponsive during an examination, do not continue clinical scanning through an unreliable control path. Follow the approved workflow to protect and remove the patient if needed.
Expected outcome: No patient depends on an unstable workstation or communication path.
2. Define What Is Actually Frozen
Determine whether the mouse and keyboard are unresponsive, one application has stopped responding, the entire workstation is frozen, the scanner is disconnected from the workstation, or another system such as PACS is unavailable.
Expected outcome: The problem is isolated to the workstation, scanner communication, or an external system.
3. Check Workstation Power and Displays
Verify the workstation, monitors, and externally powered peripherals have normal power and that no loose accessible power connection is present.
Expected outcome: Workstation hardware is powered normally.
4. Inspect Accessible Data Connections
Check accessible network and scanner-interface cables for secure seating and visible damage.
Do not disconnect internal or unidentified system cabling during active operation.
Expected outcome: External communication connections are intact.
5. Test Basic Input Devices
Verify keyboard and mouse operation where safe to do so. Check for an obviously disconnected or failed peripheral.
Use an approved known-good replacement only when compatible and permitted.
Expected outcome: Peripheral failure is either identified or ruled out.
6. Determine Whether the Problem Is Local or Network-Wide
Ask whether other networked imaging systems or hospital applications are also experiencing communication problems.
If multiple systems are affected, involve IT or network support rather than repeatedly restarting the MRI workstation.
Expected outcome: The issue is categorized as scanner-specific or infrastructure-related.
7. Use Only Approved Normal Restart Procedures
If the patient is clear, data has been protected as much as possible, and manufacturer/facility procedures permit, perform a controlled restart of the affected workstation or system component.
Do not repeatedly hard-power-cycle the workstation.
Expected outcome: The workstation restarts cleanly and reconnects to the scanner.
If normal operation returns and remains stable, continue to final verification.
8. Verify Scanner-to-Workstation Communication
Confirm patient/exam information can be accessed, scanner status is displayed correctly, and operator commands are communicating normally through the approved interface.
Expected outcome: Workstation and scanner communication are restored without recurring disconnects.
9. Perform Final Functional Verification
Confirm the workstation remains responsive through an appropriate nonpatient functional workflow and that no pending warning or communication fault remains.
Expected outcome: Operator controls remain stable and the communication path is reliable.
If achieved, troubleshooting can stop.
10. Escalate Recurrent Freezing or Communication Loss
If the workstation freezes repeatedly or scanner communication continues to drop after external causes are ruled out, remove the MRI from clinical service until qualified evaluation is completed.
Expected outcome: Recurrent failures are escalated rather than temporarily cleared and ignored.
If the Problem Persists
Common power, peripheral, cabling, restart, and local network causes have been ruled out. The remaining problem may involve workstation software, storage, scanner communication services, network configuration, internal interface hardware, or another service-level condition.
The MRI system should be:
- Removed from service when reliable operation cannot be maintained
- Labeled Out of Service
- Sent for qualified evaluation
- Evaluated using appropriate Canon documentation and approved diagnostic tools
- Repaired or configured only by qualified personnel
Verify workstation stability, scanner communication, and normal imaging workflow before return to service.
Knowing when to stop external troubleshooting is proper troubleshooting.
Clinical Use Tip
Before restarting a frozen imaging workstation, consider whether unsaved patient or study data may be lost and preserve information whenever safely possible.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"MRI staff reported the operator workstation became unresponsive and lost communication with the scanner."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found an accessible workstation network/interface connection was loose."
Resolution
What action was taken.
Example:
"Secured the connection, performed an approved controlled restart, and verified stable workstation-to-scanner communication through a functional check."
Helpful Details to Include (If Known)
- What portion of the workstation froze
- Mouse and keyboard response
- Scanner communication status
- Display or message observed
- Accessible cable condition
- Network status elsewhere
- Whether restart was required
- Recurrence after restart
- Functional verification performed
- Final scanner status
Final Thought
Workstation problems should be separated from scanner and hospital-network problems before action is taken. Protect patient care and data, check simple external causes first, use controlled recovery methods, and escalate repeat failures with clear documentation.
That is successful troubleshooting.