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Asset Type
Manufacturer
Model
What This Guide Helps With
Failed image/video export, DICOM transmission errors, or network connectivity issues caused by configuration, cabling, or external system communication problems.
Step-by-Step Troubleshooting
Ensure Patient Safety First
- If export is needed for documentation during a procedure, ensure the case is completed safely and data is stored locally if possible.
- Expected: No impact to patient care
- Why it matters: Export issues should never delay or compromise patient treatment
Verify the Reported Issue
- Attempt to export an image or video to PACS or network destination.
- Observe:
- Export fails completely
- Long delay or timeout
- Error message (DICOM/network related)
- Partial or intermittent success
- Expected: Issue is reproducible and clearly defined
- Why it matters: Helps determine if issue is configuration, network, or storage related
Check Network Cable Connection (Most Common Cause)
- Inspect the Ethernet cable connected to the SDC Ultra.
- Ensure cable is fully seated
- Check for damaged or loose cable
- Verify link/activity lights on the network port
- Expected: Stable physical network connection
- Why it matters: Loose or failed cables are a frequent cause of communication failure
Verify Network Connectivity
- Confirm the system is connected to the hospital network.
- Check IP address settings (if accessible)
- Confirm network status on system menu
- Attempt to ping or connect (if tools available)
- Try a known-good network port
- Expected: System has valid network connectivity
- Why it matters: Without network access, DICOM export cannot function
Confirm DICOM Configuration Settings
- Review DICOM destination settings on the SDC Ultra.
- Verify AE Title, IP address, and port number
- Confirm correct destination is selected
- Ensure settings match PACS/server configuration
- Expected: Accurate and matching DICOM settings
- Why it matters: Incorrect configuration is one of the most common causes of export failure
Test with Alternate Destination or Storage
- Attempt export to another configured destination or local storage (USB, if applicable).
- Expected: Successful export to alternate location
- Why it matters: Helps isolate whether issue is network/PACS-related vs system-related
Check External Network Availability
- Confirm with IT or clinical staff that the network or PACS system is operational.
- Ask if other devices are experiencing issues
- Verify PACS server availability
- Expected: Network and PACS are operational
- Why it matters: External system downtime will prevent successful export
Restart the System (If Safe to Do So)
- Power cycle the SDC Ultra system.
- Expected: Temporary communication issues are cleared
- Why it matters: Resets network interfaces and clears software glitches
Inspect for Software Errors or Alerts
- Check for any system messages related to storage, network, or DICOM errors.
- Expected: Identification of specific fault indicators
- Why it matters: May point to configuration or internal software issues
If the Problem Persists
After verifying network connections, configuration, and external systems, the issue is likely internal (network interface, software, or system board).
Remove the device from service, label it Out of Service, and send for repair or bench evaluation.
Knowing when to stop prevents unnecessary risk and ensures proper escalation.
Clinical Use Tip
Do not troubleshoot network export issues during an active procedure. Ensure all critical images are captured and stored locally before troubleshooting.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"SDC Ultra unable to export procedure images to PACS; DICOM transfer failing."
Cause
What was observed during troubleshooting.
Example:
"Incorrect DICOM destination IP configuration identified during verification."
Resolution
What action was taken.
Example:
"Corrected DICOM settings and confirmed successful export to PACS."
Helpful Details to Include (If Known)
- Network cable checked/replaced
- Link lights present or absent
- IP configuration verified
- DICOM settings confirmed
- PACS/network status checked
- Alternate export method tested
- Error messages displayed
- Final device status
Final Thought
Effective troubleshooting starts with simple external checks like cabling and configuration before assuming system failure. Network issues are often environmental or setup-related. Escalating appropriately protects both patient safety and equipment integrity while maintaining efficient workflow.
That is successful troubleshooting.