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Manufacturer
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What This Guide Helps With
Troubleshooting failed data saves, export errors, or network connectivity issues preventing EEG study storage, transfer, or retrieval.
Step-by-Step Troubleshooting
Ensure Patient Safety First
- Do not troubleshoot during an active EEG study if it risks data loss or interruption
- Ensure patient monitoring is stable or transition to a backup system if needed
Expected: Patient monitoring continues without interruption
Why it matters: Prevents loss of critical diagnostic data and maintains patient safety
Verify the Reported Issue and Behavior
- Confirm if the study is failing to save locally
- Check if exports are failing (USB, network drive, PACS)
- Look for error messages such as write failure or network unavailable
Expected: Clear identification of when and where the failure occurs
Why it matters: Determines whether the issue is storage, network, or software related
Check Network Connectivity (Most Common Cause)
- Confirm Ethernet cable is securely connected
- Check network port lights if applicable
- Verify IP address is assigned (not 169.x.x.x)
- Attempt to access network location
Expected: Stable network connection with valid IP
Why it matters: Loss of network prevents data transfer and remote storage
Verify Network Path or Server Availability
- Attempt to open mapped network drives
- Confirm server is reachable from another workstation
- Check for credential or permission issues
Expected: Network storage is accessible
Why it matters: Server downtime or permission issues can mimic device failure
Check Local Storage Capacity
- Check hard drive free space
- Review if studies are accumulating without being archived
- Delete or archive old studies per policy
Expected: Adequate free storage space available
Why it matters: Full drives prevent saving and exporting data
Test Export to Alternate Media
- Attempt export to USB drive
- Attempt export to a different network location
Expected: Successful export via alternate method
Why it matters: Helps isolate network vs software vs storage issue
Check Software Status and Restart Application
- Close and reopen the NicoletOne software
- Reattempt save/export
Expected: Normal operation restored
Why it matters: Clears temporary software faults or memory issues
Perform a Full System Reboot
- Properly shut down and restart the system
Expected: Network and storage functions restored
Why it matters: Resolves OS-level communication or service issues
Check User Permissions and Login Credentials
- Confirm user account has permission to save/export
- Re-enter credentials if prompted
Expected: Authorized access to storage locations
Why it matters: Permission issues commonly block data transfers
If the Problem Persists
If network connectivity, storage availability, and software behavior have all been verified, the issue is likely internal (hard drive failure, network interface failure, or software/database corruption).
Remove the device from service, label it Out of Service, and send for repair or bench evaluation.
Knowing when to stop prevents data loss and ensures proper escalation.
Clinical Use Tip
Never troubleshoot storage or export issues during an active EEG recording unless absolutely necessary. Always secure patient data first or complete the study before intervention.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"EEG system unable to export studies to network drive; export failed repeatedly."
Cause
What was observed during troubleshooting.
Example:
"Network connection lost due to disconnected Ethernet cable."
Resolution
What action was taken.
Example:
"Reconnected network cable and verified successful export to server."
Helpful Details to Include (If Known)
- Network cable checked and reseated
- IP address verified
- Server/network drive accessibility tested
- Local storage capacity checked
- Export tested via USB and network
- Software restarted and system rebooted
- Any error messages observed
- Final device status
Final Thought
Data integrity is critical in EEG systems. Always start with simple connectivity and storage checks before assuming system failure. Escalating at the right time protects both patient data and device reliability. Proper documentation ensures traceability and supports future troubleshooting.
That is successful troubleshooting.