On this page
Asset Type
Manufacturer
Model
What This Guide Helps With
Troubleshooting Portascan 3D printer problems caused by paper, power, settings, cover position, or external printer faults.
Step-by-Step Troubleshooting
Ensure Patient Safety First
Confirm the bladder scan exam is complete and the device is not actively being used for patient assessment.
Do not delay patient care to troubleshoot a printer issue. If printed results are needed immediately, have clinical staff document the measurement manually or use another available scanner.
Expected outcome: Patient care continues while the printer issue is evaluated safely.
Confirm the Reported Printer Failure
Ask staff what happened when they attempted to print.
Common reports may include:
- No printout
- Blank paper feeds
- Paper jam
- Paper will not advance
- Printer cover will not latch
- Print is faint or incomplete
- Printer makes noise but does not print
- Device displays a printer or paper-related message
Expected outcome: The failure mode is clearly identified before parts or accessories are blamed.
Check Device Power and Startup Condition
Verify the Portascan 3D powers on normally and completes startup without unrelated system errors.
If the scanner itself is unstable, shutting down, or not completing startup, address the power or system issue before focusing on the printer.
Expected outcome: The scanner is operating normally except for the printer function.
Inspect the Printer Paper Roll
Open the printer compartment and verify that thermal paper is installed, not depleted, and not damaged.
Confirm the paper is not wrinkled, crushed, wet, contaminated, or jammed in the printer path.
Expected outcome: Good thermal paper is present and able to feed freely.
If replacing or reseating the paper resolves the issue, return the device to service after confirming proper print function.
Verify Thermal Paper Orientation
Confirm the thermal paper is loaded in the correct direction. Thermal printers only print on the coated side of the paper.
A reversed roll may feed normally but produce a blank printout.
Expected outcome: Paper feeds with the printable thermal side facing the print head as intended.
If correcting the paper orientation restores printing, stop and document the resolution.
Check the Printer Door or Cover
Inspect the printer cover for proper closure, latch engagement, cracks, or obstruction.
A partially open cover can prevent paper feed, cause poor print quality, or trigger printer errors.
Expected outcome: The printer cover closes securely and the paper exits cleanly.
Clear Any Visible Paper Jam
Remove loose or jammed paper from the printer path without using sharp tools or forcing the mechanism.
Do not pull aggressively against the print roller or internal printer assembly.
Expected outcome: Paper path is clear and the roll advances normally.
If a jam was cleared, perform a test print to verify normal operation.
Inspect the Paper Feed Path
Confirm the paper roll spins freely and is not installed too tightly in the compartment.
Make sure the paper exits through the slot without binding or folding under the cover.
Expected outcome: The printer can advance paper smoothly.
Attempt a Test Print or Report Print
From the appropriate print/report function, attempt to print a result or test output.
Observe whether the printer:
- Feeds paper
- Prints faintly
- Prints blank
- Stops immediately
- Makes abnormal noise
- Displays an error message
Expected outcome: The printer behavior is confirmed during an actual print attempt.
Check for Low Battery or Power-Related Behavior
If the printer fails only when the battery is low, connect the device to AC power or docking power if available and allow it to charge.
Some devices may limit peripheral functions when power is insufficient.
Expected outcome: Printer operation is tested under stable power conditions.
Inspect for Contamination or Physical Damage
Look for spilled gel, cleaner residue, paper dust buildup, cracked plastic, broken hinges, or damage around the printer area.
Do not apply liquid cleaner directly into the printer mechanism.
Expected outcome: No visible contamination or physical damage is preventing printer operation.
Verify Print Settings or Workflow
Confirm staff are using the correct print workflow and that the device is not set to store, save, or display results without printing.
If available, check whether the result was captured properly before attempting to print.
Expected outcome: The printer failure is not caused by workflow or setup confusion.
Power Cycle the Device
Turn the Portascan 3D off, wait briefly, then restart it.
After startup, attempt another print using known-good paper.
Expected outcome: Temporary software or peripheral communication issues are cleared.
If printing resumes normally, document the power cycle and successful test print.
Compare With Known-Good Paper
If available, test with a known-good roll of compatible thermal printer paper.
Poor-quality, aged, or incorrect paper can cause blank, faint, or inconsistent printouts.
Expected outcome: Paper compatibility or paper condition is ruled out.
Determine Whether the Failure Is Internal
If the printer still does not feed, print, latch properly, or communicate after paper, power, cover, jam, and workflow checks are complete, the issue is likely internal to the printer mechanism, printer cable, control board, or related electronics.
Expected outcome: External causes have been ruled out and the unit is ready for repair evaluation.
If the Problem Persists
If the Portascan 3D printer still fails after checking power, paper, paper orientation, cover closure, paper path, workflow, and visible damage, remove the device from service.
Label the bladder scanner Out of Service and send it for repair or bench evaluation. Do not continue repeated bedside troubleshooting once common external causes have been ruled out.
Knowing when to stop is proper troubleshooting. A bladder scanner with an unreliable printer may still perform scans, but if printed documentation is required by department workflow, the device should not be returned until the printing function is verified or the limitation is clearly approved by leadership.
Clinical Use Tip
Do not troubleshoot the scanner while staff are actively using it for patient assessment. If a patient result is needed, have staff complete the scan first, document the measurement through an approved alternate method, and then release the device to Clinical Engineering for printer troubleshooting.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Clinical staff reported that the Laborie Portascan 3D would feed paper but produced a blank thermal printout after bladder scan exams."
Cause
What was observed during troubleshooting.
Example:
"Thermal paper roll was installed backwards, preventing the printer from marking the coated side of the paper."
Resolution
What action was taken.
Example:
"Reinstalled the thermal paper in the correct orientation, performed a successful test print, and returned the bladder scanner to service."
Helpful Details to Include (If Known)
- Whether the scanner powered on normally
- Battery or AC power status
- Printer paper present or empty
- Paper roll orientation verified
- Paper jam found or cleared
- Printer cover/latch condition
- Whether paper fed during print attempt
- Whether printout was blank, faint, or incomplete
- Any printer error message observed
- Unusual printer noise
- Signs of gel, cleaner residue, or paper dust
- Known-good paper tested
- Final device status
Final Thought
Printer failures should be approached logically before assuming internal damage. Start with patient safety, then verify paper, power, cover closure, jams, and workflow. If those checks do not resolve the problem, remove the device from service and document the issue clearly using the CCR method.
That is successful troubleshooting.