On this page
Asset Type
Manufacturer
Model
What This Guide Helps With
Troubleshoot missing Lumify data or settings after an update by checking user context, storage, synchronization, configuration, and update status.
Step-by-Step Troubleshooting
1. Protect Patient Information and Clinical Workflow
Do not recreate, delete, or overwrite missing patient information until its status is understood. If required presets or settings are unavailable for safe imaging, use another verified ultrasound system.
Expected outcome: Patient information is protected and scanning does not proceed using an uncertain configuration.
2. Identify Exactly What Is Missing
Determine whether the problem involves patient examinations, patient demographics, presets, DICOM destinations, user preferences, or other application settings.
Ask whether the information disappeared immediately after a Lumify application or mobile operating-system update.
Expected outcome: The missing information is clearly categorized rather than treated as a general application failure.
3. Confirm the Correct Mobile Device and User Context
Verify that the clinical user is operating the intended Lumify mobile device and normal application profile or organizational context.
A different device or user context may legitimately present different data and settings.
Expected outcome: The expected device and user context are confirmed. If the wrong device or context was used, returning to the correct one resolves the issue.
4. Restart Lumify and the Mobile Device
Close Lumify normally, reopen it, and determine whether the missing information returns. If needed, perform a normal mobile-device restart.
Expected outcome: Lumify initializes correctly and expected information becomes available. If so, verify functionality and troubleshooting can stop.
5. Confirm the Update Completed Normally
Review the application and mobile device for any normal prompts indicating an incomplete update, pending restart, authentication requirement, or other visible post-update condition.
Do not reinstall, downgrade, or clear application data without considering the risk to stored patient information and configuration.
Expected outcome: The application is in a completed and stable post-update state.
6. Check Local Storage Status
Verify that the mobile device has adequate available storage and is not reporting application or storage errors.
Do not delete patient data or application storage as a troubleshooting shortcut.
Expected outcome: Storage conditions do not explain the missing information.
7. Compare With the Approved Configuration
When available, compare the affected Lumify device with another known-good organizational device or documented approved configuration.
Verify only normal user-accessible items such as expected presets, destinations, and general application behavior.
Expected outcome: Differences introduced by the update are identified without making unsupported configuration changes.
8. Determine Whether Clinical Data Still Exists Elsewhere
For reportedly missing patient studies, check the approved downstream destination, archive, or facility workflow to determine whether the data had already been transferred or stored elsewhere.
Do not assume locally absent data is permanently lost.
Expected outcome: The location and status of clinical data are established before recovery or reconfiguration steps are attempted.
9. Verify Restored Settings Before Clinical Use
If approved settings are restored by qualified personnel, confirm the expected presets, patient workflow, and configured destinations.
Perform a nonpatient test exam and verify saving and transfer functions when applicable.
Expected outcome: The application operates with the expected approved configuration and completes the required workflow. Troubleshooting can stop.
10. Escalate Missing Data or Configuration
If patient information remains unaccounted for or important presets and configuration remain missing after basic checks, stop external troubleshooting.
Expected outcome: The device is removed from clinical use when configuration integrity or patient-data availability cannot be assured and the issue is escalated.
If the Problem Persists
External and user-context causes have been ruled out. Remaining possibilities include application-data migration problems, configuration reset, software corruption, enterprise management changes, incomplete synchronization, or another service-level update issue.
Remove the device from service, label it Out of Service when necessary, and send it for bench or software evaluation. Evaluate it using appropriate Philips documentation and organizational IT or data-management procedures. Application restoration, data recovery, and configuration should be performed only by qualified personnel.
Before return to service, verify the required presets, settings, patient workflow, storage, and transfer configuration. Knowing when not to experiment with potentially recoverable clinical data is proper troubleshooting.
Clinical Use Tip
After any significant application or operating-system update, verify the full clinical workflow before assuming that previously stored presets and destinations remain unchanged.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Clinical staff reported that the expected Lumify presets were missing after a mobile-device software update."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found that the application had restarted under a different organizational user context after the update."
Resolution
What action was taken.
Example:
"Clinical Engineering restored the approved user context and verified the expected presets, test imaging, exam saving, and configured transfer workflow before return to service."
Helpful Details to Include (If Known)
- Exact information or settings missing
- Date and type of recent update
- Mobile device used
- Lumify application version
- Operating-system version
- User or organizational context
- Storage condition
- Whether patient data exists at another destination
- Known-good configuration comparison
- Settings verified after correction
- Test exam and transfer results
- Final equipment status
Final Thought
Post-update problems require careful separation of missing data, missing configuration, and user-context changes. Protect patient information, verify simple causes first, avoid destructive troubleshooting, and escalate unresolved software conditions with complete documentation.
That is successful troubleshooting.