On this page
Asset Type
Manufacturer
Model
What This Guide Helps With
Addresses missing printouts, incomplete cycle records, or tracking communication problems caused by paper, cabling, connectivity, configuration, or infrastructure issues.
Step-by-Step Troubleshooting
1. Protect Process Documentation
Determine whether the failure affects only convenience printing or whether required cycle traceability and release documentation are unavailable.
Follow facility downtime procedures if processing records cannot be captured reliably.
Expected outcome: Required traceability is maintained while the documentation problem is investigated.
2. Confirm the Exact Failure
Determine whether the printer is blank, jammed, offline, producing incomplete output, or whether cycle records are missing from an external tracking system.
Identify whether the washer itself completed the cycle normally.
Expected outcome: The problem is isolated to printing, local record generation, or external interface communication.
3. Inspect Printer Supplies and Accessible Conditions
If an integrated or associated printer is used, confirm paper or other required media is present and loaded correctly.
Check for an accessible jam, open cover, or obvious physical damage.
Expected outcome: The printer has the required supply and no simple obstruction. If correcting the media condition restores printing, troubleshooting can stop after verification.
4. Verify Accessible Cables and Connections
Inspect external data, printer, network, or interface cables for disconnection, loose seating, damage, or strain.
Reseat only connections that are intended to be externally serviced and are safe to disconnect.
Expected outcome: External communication paths are securely connected.
5. Check Network or Interface Status
For tracking-system failures, confirm the washer's normal network connection and nearby infrastructure are available.
Determine whether other equipment using the same tracking system is also affected.
Expected outcome: A local device issue is distinguished from a broader network, server, or application outage.
6. Verify Normal Configuration Without Changing It
Review normal operator-accessible communication or printer status information if available.
Do not alter network addresses, interface mappings, tracking identifiers, or protected configuration values without an approved change process.
Expected outcome: No obvious operator-level configuration issue is present.
7. Perform a Controlled Record Test
Run or use an approved test process that generates a cycle record and confirm whether it appears at the local printer and any expected external system.
Do not create undocumented clinical test loads solely for interface troubleshooting.
Expected outcome: The record is generated and delivered through the expected path. If successful, troubleshooting can stop.
8. Coordinate With IT or the Tracking-System Owner
If the washer appears to create records locally but they do not reach the external system, coordinate with IT or the system owner to check network, server, interface engine, or application availability.
Expected outcome: Infrastructure problems are assigned to the appropriate support group rather than misdiagnosed as washer hardware failures.
9. Escalate Persistent Device-Side Failure
If external cabling and infrastructure are normal but the washer cannot generate or transmit the expected record, remove the affected function from service as required by facility policy and escalate.
Expected outcome: Internal printer, interface, software, or control issues are referred to qualified service.
If the Problem Persists
Common external causes have been ruled out. Remaining possibilities may involve an internal printer mechanism, communication hardware, local data storage, software, network configuration, interface mapping, or external system integration.
The washer should be:
- Removed from service if reliable cycle documentation is required for safe operation and cannot be maintained.
- Labeled Out of Service when applicable.
- Sent for repair or qualified service evaluation.
- Evaluated using applicable STERIS documentation and approved test equipment.
- Repaired or configured only by qualified personnel and authorized IT or integration staff as appropriate.
Return to service should include verification of complete cycle documentation and any required interface communication.
Knowing when to stop external troubleshooting is proper troubleshooting.
Clinical Use Tip
A mechanically successful wash cycle may still require complete, retrievable documentation before the processed load can be released under facility policy.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Sterile Processing reported the Reliance Vision completed cycles normally but no cycle records were appearing in the tracking system."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found the external network cable at the washer connection was loose."
Resolution
What action was taken.
Example:
"Clinical Engineering restored the connection and verified a test cycle record transferred successfully to the tracking system."
Helpful Details to Include (If Known)
- Printer or interface symptom
- Whether cycles completed normally
- Printer media condition
- Jam or cover status
- External cable condition
- Network link status
- Other equipment affected
- Tracking-system availability
- Local versus remote record availability
- Results of test record
- Final device status
Final Thought
Documentation failures should be isolated between the washer, printer, network path, and external system before internal failure is assumed. Preserve traceability, avoid unauthorized configuration changes, and verify the entire record path before closing the work order.
That is successful troubleshooting.