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What This Guide Helps With
Addresses console freezes or communication loss involving the detector, acquisition system, display, network, or connected system components.
Step-by-Step Troubleshooting
1. Protect the Patient and Preserve Completed Work
If the workstation freezes during a patient examination, stop further exposures until system status is known.
If images have already been acquired, avoid unnecessary restart actions that could risk unsaved data when another safe recovery method is available.
Expected outcome: The patient is not dependent on an unstable workstation and available study data is preserved when possible.
2. Confirm the Failure Scope
Determine whether only the display is unresponsive, the full workstation is frozen, the detector disconnected, network communication stopped, or the entire system restarted.
Record any message and the workflow step where the problem occurred.
Expected outcome: The affected communication path is identified.
3. Check Basic Console Response
Test normal user-accessible controls without rapidly repeating commands. Observe whether the cursor, touchscreen, keyboard, or other controls respond.
Expected outcome: The console either recovers normally or remains unresponsive. Persistent freezing requires further isolation.
4. Inspect External Connections
Inspect accessible console, display, detector, docking, and network connections for looseness or damage.
Reseat only connections designed for normal external access.
Expected outcome: All accessible connections are secure. If a loose external connection caused the problem and stable operation returns, complete verification.
5. Determine Whether the Problem Is Local or Network-Related
Check whether local acquisition functions operate while network functions fail.
If detector communication is also lost, determine whether the problem involves only the detector or multiple system functions.
Expected outcome: The issue is narrowed to the local workstation, detector communication, or network infrastructure.
6. Verify Network Link Indications
Where accessible, inspect Ethernet connections and link indicators. Confirm the correct network cable and wall connection are being used.
Do not alter IP addressing, VLANs, routing, or protected network settings without authorization.
Expected outcome: Physical network connectivity is present when network communication is expected.
7. Perform a Controlled Restart When Appropriate
If the workstation remains frozen and patient care is no longer dependent on it, use the normal manufacturer-supported restart or shutdown process when possible.
Avoid repeated hard power interruptions.
Expected outcome: The system returns to normal operation and reconnects to required devices. Repeated freezing or communication loss is not acceptable for return to service.
8. Verify Acquisition and Communication
After recovery, confirm the intended detector connects, console controls remain responsive, images can be acquired using an approved test method, and required network functions are available.
Expected outcome: Operation remains stable without freezing or dropped communication. If stable, troubleshooting can stop.
If the Problem Persists
If accessible connections, local controls, network link status, and a controlled restart have been checked, common external causes have been ruled out.
Remaining possibilities include workstation hardware, software, internal communication, detector interface, network infrastructure, storage problems, or service-level configuration.
The system should be:
- Removed from service if instability can interrupt imaging or lose patient data.
- Labeled Out of Service.
- Sent for repair or bench evaluation.
- Evaluated using appropriate Samsung Healthcare documentation and approved diagnostic methods.
- Repaired or configured only by qualified personnel.
Coordinate with hospital IT or network teams when the problem is shown to extend beyond the device. Perform complete acquisition and communication verification before return to service.
Knowing when to stop external troubleshooting and escalate is proper troubleshooting.
Clinical Use Tip
After a workstation freeze, verify both image acquisition and downstream communication before assuming a successful reboot fully resolved the problem.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Radiology staff reported that the GM85 Fit console froze and stopped responding during exam preparation."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found an external network connector partially disengaged after the unit had been moved."
Resolution
What action was taken.
Example:
"Clinical Engineering reseated the network connection, performed a controlled restart, and verified stable console, detector, and network operation before release."
Helpful Details to Include (If Known)
- Workflow step where freeze occurred
- Whether controls were completely unresponsive
- Detector communication status
- Network link status
- External connection condition
- Whether images were already acquired
- Restart result
- Whether the problem recurred
- Acquisition verification result
- Final device status
Final Thought
Workstation troubleshooting should first protect the patient and study data, distinguish local from communication failures, check accessible connections before deeper causes, and verify stability before returning the system to clinical use.
That is successful troubleshooting.