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What This Guide Helps With
Troubleshoot Lumify application startup, freezing, and unexpected closure caused by mobile device, resource, connection, update, or application conditions.
Step-by-Step Troubleshooting
1. Protect the Patient and Maintain Imaging Availability
Do not continue using an ultrasound application that freezes or closes unpredictably during patient care. Transfer the examination to another verified imaging system if the study is clinically necessary.
Confirm that any already-acquired patient information has been handled according to facility workflow before restarting or changing the application state.
Expected outcome: Patient care continues without depending on an unstable Lumify system.
2. Confirm the Exact Application Failure
Determine whether Lumify fails to open, freezes during startup, freezes only while scanning, or closes during a particular workflow such as saving or exporting.
Ask whether the condition began after an application, operating-system, or mobile-device change.
Expected outcome: The failure pattern is clearly identified and can be tested away from the patient.
3. Verify Mobile Device Operation
Confirm the mobile device itself is responsive. Check for low battery, excessive heat, storage warnings, or other applications behaving abnormally.
If the entire device is unstable rather than only Lumify, treat the mobile device as a potential cause.
Expected outcome: The mobile device operates normally outside Lumify. If the device itself is unstable, remove it from clinical use until corrected.
4. Restart the Application
Close Lumify using the mobile device's normal application controls and reopen it.
Do not repeatedly force the application to operate if it continues closing unexpectedly.
Expected outcome: Lumify launches and remains responsive. If normal operation is restored, continue to functional verification.
5. Restart the Mobile Device
If restarting Lumify does not resolve the issue, perform a normal restart of the supported mobile device.
Reconnect the Lumify transducer only after the device has returned to a stable operating state.
Expected outcome: Lumify launches normally after restart. If the issue is resolved and remains stable during testing, troubleshooting can stop after final verification.
6. Evaluate the Transducer Connection
Disconnect the transducer and determine whether Lumify launches normally without it when the system design permits.
Inspect the USB connection and reconnect the transducer securely.
Expected outcome: The application remains stable with the transducer connected. If instability occurs only with one transducer or connection arrangement, isolate that hardware path before assuming an application fault.
7. Check Device Resources and Storage
Review the mobile device for obvious storage exhaustion or resource limitations using normal user-accessible system controls. Remove only approved nonclinical files or applications according to organizational policy.
Do not delete patient data simply to free storage without following approved data-management procedures.
Expected outcome: The device has adequate available resources and Lumify operates normally. If freeing approved storage resolves the issue, verify normal application performance and troubleshooting can stop.
8. Verify Software Compatibility and Updates
Confirm that the mobile device, operating system, and Lumify application remain within the supported environment used by the organization.
If the problem began immediately after an update, document the versions involved and avoid unsupported rollback or configuration changes.
Expected outcome: The software environment is known to be supported. Unsupported or uncertain combinations are escalated rather than modified experimentally.
9. Perform Controlled Functional Testing
Launch Lumify, connect the transducer, select an appropriate preset, and perform a brief test scan using an approved phantom or nonpatient test target.
Open and navigate the normal examination workflow and verify the application remains responsive.
Expected outcome: The application stays open and responsive throughout normal testing. If successful, troubleshooting can stop following return-to-service requirements.
10. Escalate Persistent Application Instability
If Lumify still fails to launch, freezes, or closes after device restart, connection checks, storage review, and compatibility verification, stop external troubleshooting.
Expected outcome: The mobile device and associated Lumify system are removed from clinical use and referred for qualified application, device, or manufacturer support.
If the Problem Persists
External operating conditions have been ruled out. Remaining causes may include corrupted application data, unsupported software interaction, mobile device hardware problems, application defects, or other service-level software conditions.
Remove the affected system from service, label it Out of Service, and send it for repair or bench evaluation as appropriate. Evaluate it using applicable Philips documentation, organizational mobile-device support procedures, and approved test equipment. Software restoration or configuration changes should be performed only by qualified personnel.
Before return to clinical use, verify application stability, transducer recognition, image acquisition, saving, and any required data-transfer functions. Proper troubleshooting includes stopping before unsupported application manipulation.
Clinical Use Tip
An ultrasound application that freezes intermittently should not be considered reliable merely because reopening it temporarily restores operation.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Clinical staff reported that the Lumify application repeatedly froze shortly after opening."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found the mobile device was operating with critically limited available storage."
Resolution
What action was taken.
Example:
"Clinical Engineering restored adequate approved device storage, restarted the mobile device, and verified stable Lumify scanning and exam operation before return to service."
Helpful Details to Include (If Known)
- Whether Lumify failed to launch, froze, or closed
- Point in workflow where the problem occurred
- Mobile device model
- Battery and temperature condition
- Available device storage
- Transducer connected at time of failure
- Application and operating-system versions
- Recent software or device changes
- Results after restarting application and device
- Final functional verification
Final Thought
Keep unstable imaging software away from active patient dependence, verify the mobile device and external environment first, document software conditions accurately, and escalate unresolved instability without unsupported changes.
That is successful troubleshooting.