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Asset Type
Manufacturer
Model
What This Guide Helps With
Unresponsive touchscreen or keypad inputs, delayed response, or inability to control system functions due to external, software, or interface issues.
Step-by-Step Troubleshooting
Ensure Patient Safety First
- Remove the system from active patient use if controls are unresponsive.
- If in use, safely transition to another imaging system.
Why it matters: Loss of control can delay imaging or prevent proper patient assessment.
Verify the Reported Issue
- Attempt to use both the touchscreen and physical keypad.
- Observe if:
- No response at all
- Partial response (some buttons work)
- Delayed or erratic response
Expected: Clear confirmation of unresponsive or inconsistent input behavior.
Why it matters: Helps determine if issue is isolated or system-wide.
Check for Screen Contamination or Obstruction
- Inspect the touchscreen for:
- Gel, fluid, or debris
- Cracks or visible damage
- Clean the screen using approved wipes.
Expected: Screen is clean and dry with no obstruction.
Why it matters: Ultrasound gel or fluids commonly interfere with touch sensitivity.
Perform a System Reboot
- Power down the system completely.
- Wait 30–60 seconds, then power back on.
Expected: Touchscreen and keypad respond normally after reboot.
Why it matters: Clears temporary software or interface lockups.
Check for External Input Devices
- Disconnect any USB devices (keyboard, mouse, drives).
Expected: System input returns to normal.
Why it matters: External devices can conflict with system input control.
Verify System is Not Frozen or Processing
- Observe system behavior:
- Is the screen frozen?
- Is the system slow or lagging?
- Attempt to access menus or switch modes.
Expected: System responds normally without lag.
Why it matters: Apparent touchscreen failure may be due to system processing delays or freeze.
Inspect Keypad for Physical Issues
- Check for:
- Stuck or damaged buttons
- Lack of tactile feedback
- Press multiple keys to confirm consistent response.
Expected: Keys move freely and respond correctly.
Why it matters: Physical wear or damage can prevent proper input.
Check Touchscreen Calibration (If Accessible)
- If the system allows, navigate to touchscreen calibration settings.
- Attempt recalibration.
Expected: Improved touch accuracy and responsiveness.
Why it matters: Misalignment can cause inaccurate or missed inputs.
Test in Different Modes or Applications
- Switch between imaging modes or menus.
Expected: Input failure is consistent across all modes or isolated to one area.
Why it matters: Helps determine if issue is software-specific or hardware-related.
If the Problem Persists
If all external and user-level causes have been ruled out, the issue is likely due to internal touchscreen hardware failure, control board issues, or software faults.
Remove the system from service, label it Out of Service, and send for vendor repair or bench evaluation.
Knowing when to stop prevents unnecessary risk and ensures proper repair handling.
Clinical Use Tip
Do not attempt to troubleshoot input issues while scanning a patient. Always move the patient to a functioning system before performing diagnostics.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Touchscreen and keypad not responding during imaging on Philips CX50."
Cause
What was observed during troubleshooting.
Example:
"Touchscreen remained unresponsive after cleaning and reboot, indicating likely internal hardware failure."
Resolution
What action was taken.
Example:
"Removed unit from service and sent for repair evaluation."
Helpful Details to Include (If Known)
- Screen cleaned and inspected
- Reboot performed
- External devices disconnected
- Keypad tested
- System responsiveness (lag/freeze noted)
- Calibration attempted (if available)
- Final device status
Final Thought
Input failures can often be traced to simple causes like contamination or temporary software issues. A structured approach ensures safe operation while avoiding unnecessary repairs. When controls remain unreliable, removing the device from service protects both patient care and staff workflow.
That is successful troubleshooting.