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Asset Type
Electrocardiograph (EKG) Machine
Manufacturer
Model
What This Guide Helps With
Troubleshooting Wi-Fi connection loss caused by coverage, disabled wireless operation, profile selection, authentication, infrastructure, antenna, or configuration problems.
Step-by-Step Troubleshooting
1. Maintain ECG Workflow and Patient Safety
Do not delay an urgent ECG because wireless transmission is unavailable.
Continue ECG acquisition only if the device can safely store the record.
Preserve the study locally.
Use an approved wired connection, alternate electrocardiograph, or downtime process when necessary.
Ensure urgent findings are communicated directly to the responsible clinician.
Expected outcome: Patient care continues without depending on an unavailable Wi-Fi connection.
2. Confirm the Exact Wireless Failure
Determine whether:
- The wireless network is not listed.
- The device shows no connection.
- The connection drops intermittently.
- The device connects but cannot reach MUSE.
- The failure occurs only in one area.
- The issue began after a network or security change.
- Other MAC systems are affected.
Expected outcome: The problem is separated into coverage, authentication, profile, or application-communication failure.
3. Check Location and Wireless Coverage
Move the unit to an area with known working clinical Wi-Fi coverage.
Avoid elevators, shielded rooms, basements, and known dead zones.
Compare the MAC 5500 HD with another functioning wireless clinical device in the same location.
Do not assume a strong signal from a personal phone proves the required clinical network is available.
Expected outcome: The device connects in a known coverage area, identifying a location-specific issue. If connection remains stable there, troubleshooting can stop and the coverage issue should be reported.
4. Verify Wireless Operation Is Enabled
Check the normal user-accessible communication status.
Confirm the device is intended to use Wi-Fi.
Verify airplane mode, wireless disablement, or a wired-only workflow is not active when such status is available.
Do not enter restricted service menus or alter security configuration.
Expected outcome: Wireless communication is enabled and the device is attempting to connect.
5. Restart the Electrocardiograph
When no record is actively being acquired or transmitted:
- Shut down the device normally.
- Restart it in a known coverage area.
- Allow sufficient time for wireless initialization.
- Recheck connection status.
Expected outcome: The wireless adapter initializes and reconnects automatically.
6. Inspect External Wireless Hardware
Inspect any externally accessible antenna, wireless adapter, connector, or protective cover associated with the installed configuration.
Look for:
- Loose attachment
- Cracked housing
- Impact damage
- Missing components
- Obstruction by added equipment
- Evidence of liquid intrusion
- Do not disassemble the unit or access internal radio components.
Expected outcome: External wireless hardware is present, secure, and undamaged.
7. Compare With Other Devices on the Same Network
Check whether another MAC 5500 HD or approved clinical device can connect in the same area.
If several devices fail, contact network support.
If only one device fails, continue local troubleshooting.
Record the location, time, and affected network name if displayed.
Expected outcome: The failure is identified as device-specific or infrastructure-wide.
8. Verify the Expected Wireless Profile
Confirm with IT or the system administrator that the device is assigned to the correct clinical wireless network.
Do not manually change:
- Security type
- Credentials
- Certificates
- Authentication method
- Network names
- IP settings
- unless the change is approved, documented, and performed by qualified personnel.
Expected outcome: The expected profile and network assignment are confirmed without unauthorized changes.
9. Check Date and Time
Verify the displayed date and time are reasonable.
Incorrect date or time can interfere with certificate-based authentication or make event logs difficult to correlate.
Do not alter time-source or security settings without authorization.
Expected outcome: Date and time are correct or a synchronization issue is identified for separate correction.
10. Test Network and MUSE Communication
After the Wi-Fi connection is restored:
- Confirm the device receives the expected network status.
- Transmit an approved test ECG.
- Verify the record leaves the queue.
- Confirm receipt in MUSE.
- Recheck the connection after moving the device within its normal clinical area.
Expected outcome: Wireless association and end-to-end MUSE communication remain stable. The device may be returned to service.
If the Problem Persists
Coverage, restart, external hardware, profile assignment, and broad network-outage causes have been ruled out. The remaining possibilities may include expired credentials or certificates, wireless adapter failure, corrupted profile data, network access-control changes, antenna problems, or other service-level configuration faults.
The device should be:
- Removed from service if reliable transmission is required and no approved alternative is available
- Labeled Out of Service
- Sent for repair or bench evaluation when device-specific
- Evaluated using appropriate GE Healthcare documentation and approved network test methods
- Repaired or configured only by qualified personnel
- Coordinate with IT, cybersecurity, and MUSE support before changing network profiles. Return the unit to service only after stable Wi-Fi and successful end-to-end transmission are verified.
- Knowing when to stop external troubleshooting is proper troubleshooting.
Clinical Use Tip
A locally saved ECG is not the same as a delivered ECG; verify MUSE receipt whenever wireless connectivity has been interrupted.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Clinical staff reported that the MAC 5500 HD would not connect to Wi-Fi and could not transmit ECGs from the department."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found that the issue occurred only in one room with poor clinical wireless coverage."
Resolution
What action was taken.
Example:
"Clinical Engineering verified normal connection and MUSE transmission in a known coverage area and referred the room-specific coverage problem to network support."
Helpful Details to Include (If Known)
- Wireless status displayed
- Location of the failure
- Whether connection was intermittent
- Other devices affected
- Known coverage-area result
- External antenna or adapter condition
- Date and time status
- IT profile verification
- Test transmission and MUSE receipt
- Final device disposition
Final Thought
Preserve patient ECGs, separate coverage problems from device faults, avoid unauthorized wireless-profile changes, and verify the full communication path before returning the electrocardiograph to service.
That is successful troubleshooting.