On this page
Asset Type
Manufacturer
Model
What This Guide Helps With
Use when the user interface becomes unresponsive, the system freezes, or communication with connected clinical systems is interrupted.
Step-by-Step Troubleshooting
1. Protect the Patient and Preserve the Examination
If the system freezes during an examination, stop relying on it for clinical imaging. Preserve completed patient data when possible without delaying necessary care, and move the patient to another verified system if imaging must continue.
Expected outcome: Patient care is not dependent on an unresponsive workstation.
2. Confirm the Scope of the Failure
Determine whether the entire system is frozen, only one application or control is unresponsive, live imaging continues but the interface does not respond, or the system remains usable but has lost network communication.
Expected outcome: The issue is separated into a local workstation problem, acquisition problem, or communication problem.
3. Check Basic User Interface Response
Verify whether standard controls, trackball or pointing controls, keyboard functions, and touch controls respond. Do not repeatedly press controls or initiate multiple commands that could complicate recovery.
Expected outcome: The system either responds normally or the extent of the freeze is confirmed.
4. Inspect External Peripherals
Check externally connected USB devices, storage devices, printers, accessories, and other nonessential peripherals for obvious connection problems. If a newly added nonessential peripheral coincides with the freeze, remove it only when safe and permitted.
Expected outcome: An external peripheral is either ruled out or identified as contributing to the problem.
5. Inspect Network Connection if Communication Is Affected
Verify the network cable is securely connected and undamaged. Check accessible link indicators where applicable and compare with a known working network connection without altering protected network configuration.
Expected outcome: The physical network path appears connected and stable.
6. Determine Whether Other Devices Are Affected
If network communication is lost, determine whether nearby clinical devices or workstations using the same destination or network service are also affected. Coordinate with hospital IT when a broader network outage is suspected.
Expected outcome: The problem is identified as device-specific or potentially infrastructure-wide.
7. Perform a Controlled Restart
If the workstation remains unresponsive and patient care no longer depends on it, use the normal shutdown process if available. Use forced power interruption only according to approved service guidance when normal shutdown is impossible.
Expected outcome: The system restarts, reaches the normal imaging interface, and remains responsive.
8. Recheck Communication
After restart, verify relevant network functions such as connectivity to configured clinical destinations using normal approved workflow. Do not alter network addresses or protected communication settings without authorization.
Expected outcome: Communication is restored and remains stable.
9. Perform Final Functional Verification
Verify live imaging, user-interface response, probe recognition, patient study workflow, and relevant communication functions.
Expected outcome: The system remains responsive and communicates normally. If successful, troubleshooting can stop.
If the Problem Persists
External peripherals, basic controls, network cabling, broader network availability, and controlled restart have been evaluated. Recurrent freezing or communication loss may involve system software, storage, computing hardware, network configuration, interface services, or hospital network infrastructure.
Remove the system from service if workstation instability affects acquisition, patient identification, study integrity, or diagnostic reliability. Label it Out of Service and arrange repair or bench evaluation using appropriate Mindray documentation and approved test equipment. Coordinate with hospital IT when evidence indicates a network or infrastructure issue.
Return the system to service only after stable imaging, workstation operation, and required communication functions are verified.
Knowing when to stop external troubleshooting and escalate is proper troubleshooting.
Clinical Use Tip
After a workstation freeze, verify that the correct patient and study context remain active before any further acquisition or transfer.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Clinical staff reported the Resona I9 workstation became unresponsive during normal operation."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found the freeze occurred only while a recently connected external USB device was attached."
Resolution
What action was taken.
Example:
"Clinical Engineering removed the nonessential USB device, restarted the system normally, verified stable imaging and workstation response, and returned the system to service."
Helpful Details to Include (If Known)
- What remained responsive during the freeze
- Exact displayed message
- Study activity at time of failure
- External peripherals connected
- Network cable and link status
- Whether other devices were affected
- Results after restart
- Whether the issue recurred
- Communication functions tested
- Final device status
Final Thought
Protect the examination first, separate workstation failure from network failure, check external peripherals and communication paths before assuming internal hardware trouble, verify stable recovery, escalate recurring faults, and document what was tested.
That is successful troubleshooting.