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Asset Type
Electrocardiograph (EKG) Machine
Manufacturer
Model
What This Guide Helps With
This guide helps troubleshoot Software Image Is Not Found in the USB when USB software upgrade was selected, but the MAC 5 cannot locate the required software image on the inserted USB flash drive.
This condition may prevent the software upgrade from starting or continuing until the correct software image is placed where the device expects to find it.
Step-by-Step Troubleshooting
Ensure Patient Safety First
- Confirm the MAC 5 is not being used for an active patient ECG.
- Do not perform software upgrade troubleshooting while the device is connected to a patient or needed for immediate clinical use.
- Use another ECG machine if patient testing is required during troubleshooting.
- Expected: The device is safely available for service activity.
Verify the Reported Error and Behavior
- Confirm the exact displayed message is: Software Image Is Not Found in the USB.
- Verify that the error appears after selecting a USB software upgrade.
- Observe whether the MAC 5 recognizes the USB drive at all, or whether it enters the upgrade workflow and then fails to locate the image.
- Expected: The error is reproducible when attempting the USB upgrade.
Confirm the Correct USB Flash Drive Is Being Used
- Remove the USB flash drive and verify it is the intended service USB.
- Check that the USB drive is not blank, damaged, mislabeled, or being confused with another USB device.
- Do not rely only on the USB label or folder name.
- Expected: The correct USB flash drive is being used for the software upgrade.
Verify the Software Image Is Present
- Insert the USB flash drive into a computer and confirm the host software image is actually on the drive.
- Confirm the file was copied from the approved software upgrade source.
- Check that the file was not left in a download folder, compressed folder, or temporary transfer location.
- Expected: The host software image file is visible on the USB drive.
Check the USB Root Directory
- Confirm the host software image is placed in the root directory of the USB flash drive.
- The image should not be buried inside a folder unless the approved upgrade instructions specifically require that folder structure.
- Remove extra folder layers if the image was copied inside a downloaded ZIP folder or nested directory.
- Expected: The software image is located directly on the USB drive root.
Check for Incorrect File Placement or Extra Folder Layers
- Look for common placement mistakes such as the software image being inside a downloaded ZIP folder.
- Check for the software image inside a nested folder.
- Check whether a “Downloads” folder was copied to USB instead of the actual image file.
- Remove multiple software image versions from the USB unless the approved procedure allows them.
- Expected: Only the valid required software image is placed where the MAC 5 expects it.
Verify the Image File Appears Complete
- Compare the file name and size to the approved upgrade package information if available.
- If the file was downloaded or copied from a network share, copy it again from the approved source.
- Do not rename, alter, or manually modify the software image file.
- Expected: The software image appears complete and unaltered.
Try a Known-Good USB Flash Drive
- Copy the host software image to a different known-good USB flash drive.
- Place the image in the USB root directory and retry the upgrade.
- Avoid using a damaged, unrecognized, heavily worn, or questionable USB device.
- Expected: The MAC 5 detects the image from the alternate USB drive.
Check the USB Port and Physical Connection
- Inspect the MAC 5 USB port for looseness, debris, damage, or poor seating.
- Reinsert the USB drive firmly and retry the upgrade process.
- If another USB function is available, confirm the device can detect USB media normally.
- Expected: The USB drive seats fully and is recognized by the device.
Retry the USB Software Upgrade
- After confirming the correct file, correct location, and known-good USB media, retry the USB software upgrade.
- If the image is detected and the upgrade proceeds normally, continue following approved site software upgrade procedures.
- Confirm the MAC 5 boots normally and is ready for clinical use before returning it to service.
- Expected: The MAC 5 locates the software image and proceeds to the next upgrade step.
If the Problem Persists
If the valid host software image is in the USB root directory, the USB flash drive is known good, and the MAC 5 still reports Software Image Is Not Found in the USB, external and common causes have been ruled out.
At that point, suspect a USB compatibility issue, USB port detection problem, invalid or corrupted software package, device software upgrade process fault, or internal device issue requiring bench evaluation.
Remove the MAC 5 from service, label it Out of Service, and send it for repair, software support, or bench evaluation.
Clinical Use Tip
Never troubleshoot software upgrades on an active patient. Move the patient to a backup ECG machine first and maintain therapy or testing continuity before working on the MAC 5.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"GE Healthcare MAC 5 displayed Software Image Is Not Found in the USB during USB software upgrade attempt. Device could not locate the upgrade image on inserted USB flash drive."
Cause
What was observed during troubleshooting.
Example:
"Host software image was missing from the USB root directory. USB upgrade workflow could not detect the required software image file."
Resolution
What action was taken.
Example:
"Verified USB contents on computer, copied valid host software image to the USB flash drive root directory, reinserted USB into MAC 5, and retried software upgrade. Device detected image and proceeded with upgrade workflow."
Helpful Details to Include (If Known)
- Alarm behavior or exact error behavior during the USB upgrade attempt
- Accessories swapped, including USB flash drive tested
- Power behavior during upgrade attempt, reboot, or retry
- Environmental factors such as use of shared computers, network downloads, or questionable USB media
- Indicator lights or USB detection behavior, if observed
- Final device status, including whether the upgrade proceeded or the device was removed from service
Final Thought
Software upgrade errors should be handled carefully because they can remove a device from clinical availability. Start by confirming the message, then verify the USB media, file location, and software image before suspecting device failure. Clear CCR documentation helps show whether the issue was a file placement problem, USB media issue, or a device-side fault requiring escalation.
That is successful troubleshooting.