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What This Guide Helps With
Troubleshooting a frozen display, repeated restarting, incomplete startup, failed self-test, or unresponsive pump caused by power, accessory, configuration, or software issues.
Step-by-Step Troubleshooting
1. Ensure Patient Safety First
Do not troubleshoot a frozen, restarting, or unreliable Agilia pump while it is actively delivering medication to a patient.
- Notify the responsible clinical staff.
- Transfer the infusion to another verified pump when continued therapy is required.
- Clamp or secure the administration line as clinically appropriate before disconnecting the affected pump.
- Use additional caution with vasoactive, sedating, high-alert, or short-half-life medications.
Expected outcome: The patient’s therapy continues safely without relying on a pump that may stop, restart, or change operating state unexpectedly.
If the pump cannot complete its startup self-test or remain operational, it must not stay in clinical use.
2. Clarify the Reported Failure
Determine whether the pump:
- Does not power on.
- Stops at the startup logo or startup screen.
- Continuously restarts.
- Freezes after reaching the programming screen.
- Produces an alarm or technical error during startup.
- Operates on AC power but fails on battery power.
- Freezes only when installed in an Agilia Link rack or connected to an accessory.
Record any displayed message, code, unusual LED sequence, alarm pattern, or point in the startup process where the failure occurs.
Expected outcome: The exact failure mode is identified before components or power sources are changed.
3. Inspect for Damage, Contamination, or Heat
Disconnect the pump from clinical use and inspect the exterior for:
- Cracks, impact damage, or evidence of a drop.
- Liquid intrusion or dried residue around the keypad, display, connectors, or power inlet.
- Damaged, recessed, or continuously pressed keys.
- Unusual heat, odor, discoloration, or sound.
- Blocked ventilation openings.
- Loose or damaged external connectors.
Do not energize a pump that shows liquid intrusion, burning odor, smoke, excessive heat, or significant impact damage.
Expected outcome: No visible condition is found that would make further powered testing unsafe.
If damage or contamination is present, stop and send the pump for bench evaluation.
4. Verify the AC Power Source
Connect the pump directly to a known-good hospital-grade outlet using an approved, undamaged power cord.
- Confirm the outlet operates with an electrical safety analyzer or another appropriate test device.
- Avoid testing through an overloaded power strip, extension cord, or questionable receptacle.
- Confirm the pump’s external-power indicator illuminates as expected.
- Inspect the power cord and plug for looseness, bent contacts, cuts, or heat damage.
Agilia instructions specify checking that the power indicator illuminates when the pump is connected to AC power.
Expected outcome: The pump receives stable external power and begins its normal startup sequence.
If the pump starts normally, the original outlet, power cord, rack connection, or power-distribution accessory was likely responsible. Replace or correct the external cause and stop troubleshooting.
5. Test the Pump Outside the Agilia Link Rack
If the pump was installed in an Agilia Link rack or docking system:
- Remove it from the rack.
- Connect it directly to a verified AC outlet.
- Attempt a normal startup.
Inspect the rack position and pump interface for contamination, damaged contacts, looseness, or misalignment.
Expected outcome: The pump starts normally when isolated from the rack.
If it does, inspect the rack, power-distribution position, and associated connections rather than assuming the pump has failed.
6. Disconnect Nonessential External Accessories
Remove approved nonessential external connections, including:
- Communication or network accessories.
- Nurse-call or data cables.
- USB or service accessories.
- External barcode or workflow accessories, when applicable.
- The pump’s rack connection.
Do not disconnect or manipulate accessories while the pump is connected to a patient.
Restart the pump using only direct AC power.
Expected outcome: The pump completes startup without an accessory causing a communication conflict, electrical load, or physical connection problem.
If startup succeeds, reconnect accessories individually to identify the external source of the failure.
7. Perform One Controlled Power Cycle
With the pump removed from patient use:
- Turn the pump off using the normal power control.
- Disconnect it from AC power and the Agilia Link rack.
- Allow the shutdown sequence to complete.
- Reconnect the pump directly to known-good AC power.
- Turn it on once and observe the complete startup sequence.
Do not repeatedly cycle power to force the pump through a persistent technical error.
During startup, the pump performs an automatic functional self-test, and its indicator lights should activate as part of the power-on sequence.
Expected outcome: The pump completes its self-test and reaches the normal operating screen without restarting or freezing.
If the pump starts normally, continue with operational verification before returning it to service.
8. Observe the Startup Self-Test
Watch for:
- Normal illumination of LEDs.
- Audible startup indications.
- A complete, legible display.
- Normal keypad response.
- Correct date, time, ward, or configuration information.
- Technical alarm messages.
- A restart occurring at the same point each time.
Do not bypass, ignore, or repeatedly acknowledge a persistent technical alarm.
Fresenius Kabi guidance states that when alarms persist after the pump is powered on again, the device should not be used on a patient and qualified biomedical personnel or the manufacturer should be contacted.
Expected outcome: The pump completes startup without technical alarms or abnormal behavior.
9. Evaluate AC and Battery Behavior
After the pump starts successfully on verified AC power:
- Confirm that the charging or external-power indication is present.
- Allow adequate charging time according to facility practice and the applicable Agilia configuration.
- Disconnect AC power while monitoring the pump.
- Confirm that it remains powered and does not restart, freeze, or shut down unexpectedly.
The pump can operate from its internal battery, but Fresenius Kabi recommends regular connection to AC power to maintain battery charge.
Expected outcome: The pump transitions between AC and battery operation without rebooting.
If it operates normally on AC but restarts or shuts down on battery, suspect a depleted, deteriorated, disconnected, or otherwise unreliable battery system. Remove the pump from service for battery evaluation.
10. Check for a Stuck or Intermittent Keypad Control
Inspect the power key and remaining keypad controls for:
- A key held down by residue.
- A damaged or displaced membrane.
- Intermittent activation without being pressed.
- Delayed or absent response.
- Evidence that cleaning solution entered around the keypad.
Do not pry, remove, or disassemble the keypad during floor troubleshooting.
Expected outcome: All controls release normally and respond consistently.
A stuck power key or defective keypad may cause unintended shutdowns, restarts, or startup interruptions. Remove the pump from service if keypad operation is unreliable.
11. Verify Whether the Failure Is Configuration-Specific
Determine whether the pump freezes only when:
- A particular care area is selected.
- A drug library or medication profile loads.
- Wireless connectivity becomes active.
- A specific programming workflow is opened.
- The pump associates with an interoperability system.
Do not alter the approved drug library, software, network configuration, or clinical profile merely to clear the symptom.
Expected outcome: The technician determines whether the pump fails during basic standalone operation or only after loading a particular configuration.
If multiple pumps exhibit the same problem after a recent software, drug-library, or configuration deployment, preserve the evidence and escalate to the infusion-system administrator, IT integration team, and Fresenius Kabi.
12. Complete a Standalone Operational Check
If the pump now starts normally:
- Confirm that the display remains responsive.
- Confirm that buttons operate normally.
- Verify the alarm speaker using an approved functional test.
- Confirm AC and battery indicators.
- Check date and time.
- Program a representative test infusion using facility-approved test equipment and supplies.
- Allow the pump to operate long enough to identify intermittent freezing or restarting.
- Review available technical or event information without clearing evidence needed for investigation.
Do not use patient-connected tubing or medication for testing.
Expected outcome: The pump remains stable and completes functional testing without freezing, restarting, or generating technical alarms.
If the issue cannot be reproduced, document the original complaint and all testing performed. Follow facility policy regarding observation, extended testing, or return to service after an intermittent software complaint.
If the Problem Persists
If the Agilia continues to freeze, restart, fail its self-test, or stop during startup after external power sources, cords, racks, accessories, battery behavior, and visible controls have been evaluated, common external causes have been ruled out.
The problem may involve the internal power system, battery connection, keypad circuitry, display assembly, memory, software installation, processor electronics, or another internal component.
The device should be:
- Removed from service.
- Labeled Out of Service.
- Sent for repair or controlled bench evaluation.
- Evaluated using the correct Fresenius Kabi service documentation and authorized service tools.
- Escalated to Fresenius Kabi when software recovery, configuration restoration, or internal repair is required.
Do not attempt unapproved software installation, factory resets, configuration changes, or internal board-level repair.
Knowing when to stop and escalate is proper troubleshooting.
Clinical Use Tip
Never troubleshoot an Agilia pump that is freezing or restarting while it remains responsible for an active infusion. Move the patient’s therapy to a verified device first. A pump that appears to recover after a reboot must still complete functional and alarm testing before clinical use.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Clinical staff reported that the Fresenius Kabi Agilia pump repeatedly restarted at the startup screen and could not be programmed."
Cause
What was observed during troubleshooting.
Example:
"Pump rebooted on both verified AC power and battery power with all external accessories removed, indicating an internal hardware or software failure."
Resolution
What action was taken.
Example:
"Removed the pump from service, applied an Out of Service label, documented the displayed technical error, and forwarded the unit for bench evaluation and manufacturer-supported repair."
Helpful Details to Include (If Known)
- Exact pump variant and asset number
- Software version, if displayed
- Complete error message or technical code
- Point in startup where the pump froze or restarted
- Known-good outlet tested
- Approved power cord swapped
- Tested inside and outside the Agilia Link rack
- External accessories disconnected
- AC power indicator behavior
- Battery charge and runtime behavior
- LED and audible startup-test behavior
- Keypad or power-key condition
- Recent software, drug-library, or configuration deployment
- Evidence of impact or fluid intrusion
- Unusual sounds, heat, or smell
- Whether the fault was duplicated
- Functional and alarm testing results
- Final device status
Final Thought
Software and startup complaints require patient safety, disciplined isolation of external causes, and careful observation of the failure sequence. Stable power, accessories, battery operation, and configuration should be evaluated before internal failure is assumed. Persistent or intermittent rebooting warrants removal from service, appropriate escalation, and detailed CCR documentation.
That is successful troubleshooting.