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Manufacturer
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What This Guide Helps With
Troubleshooting failed printouts, missing scan results, poor print quality, or documentation problems after bladder volume measurement.
Step-by-Step Troubleshooting
Ensure Patient Safety First
Do not delay patient care while troubleshooting a documentation issue.
Action:
- Remove the BladderScan BVI 9400 from patient use if scan results cannot be reliably displayed, printed, or documented.
- If the scanner is needed for active patient care, use another approved bladder scanner or follow the facility’s alternate assessment process.
Expected outcome: Patient care continues without relying on incomplete or missing documentation.
Why it matters: A bladder scanner may still scan correctly, but missing or incorrect documentation can affect clinical decisions and charting accuracy.
If this resolves the immediate clinical need, stop and document the issue.
Verify the Reported Documentation Failure
Confirm exactly what is failing before assuming a printer problem.
Action:
Ask clinical staff what occurred:
- No printout produced
- Printout is blank
- Printout is faded or unreadable
- Wrong or missing patient/result information
- Results do not save
- Scan result disappears before documentation
- Staff cannot transfer or record results
Perform a test scan or review a recent stored result if available.
Expected outcome: The failure is narrowed to printing, result storage, user workflow, or scanner function.
Why it matters: “Printer not working” may actually be a paper issue, battery issue, user workflow issue, or failed scan documentation process.
Confirm the Scan Result Is Actually Available
Verify that the device produced a valid bladder volume result.
Action:
- Power on the unit and check whether scan results appear normally on the display.
- Confirm that the scan completed and did not show a low-confidence result, error, or canceled scan.
Expected outcome: A valid scan result is visible and available for printing or documentation.
If no valid result exists, troubleshoot the scan quality or probe issue first and stop.
Check Battery Charge and Power Status
Low battery or unstable power can interfere with printing or result handling.
Action:
- Check the battery level indicator.
- Place the scanner on its charging cradle or connect it to approved power if applicable.
- Allow the unit to charge if the battery is low.
- Attempt printing again after confirming stable power.
Expected outcome: The unit has enough power to complete scan documentation and printer operation.
If the printer works after charging, return the device to service after confirming normal operation.
Inspect Printer Paper Installation
Check the most common external cause first.
Action:
- Open the printer paper compartment.
- Confirm that paper is present.
- Verify that the paper roll is installed in the correct direction for thermal printing.
- Make sure the paper feeds freely and is not jammed, folded, wrinkled, or misrouted.
Expected outcome: Paper is loaded correctly and can advance normally.
If correcting the paper roll restores printing, stop and document the resolution.
Check for Paper Jam or Debris
A small paper obstruction can prevent printing or cause partial printouts.
Action:
- Inspect the paper path.
- Remove any torn paper pieces or loose debris.
- Do not use sharp tools that could damage the printer mechanism.
- Close the paper compartment securely and attempt another print.
Expected outcome: Paper feeds smoothly without binding.
If the jam is cleared and printouts are normal, return the unit to service.
Verify Thermal Paper Condition
Blank or faded printouts may be caused by incorrect or degraded paper.
Action:
- Confirm that approved thermal paper is being used.
- Check if the paper appears old, glossy on the wrong side, heat damaged, or stored improperly.
- Replace the roll with known-good thermal paper.
- Attempt another print.
Expected outcome: Printout becomes readable with proper thermal paper.
If print quality improves, document the paper replacement and return the device to service.
Check Printer Door or Cover Closure
The printer may not operate if the cover is not fully latched.
Action:
- Open and reseat the printer cover.
- Confirm that the cover clicks or seats fully closed.
- Attempt to print again.
Expected outcome: The printer recognizes the paper compartment as closed and prints normally.
If reseating the cover resolves the issue, stop and document the finding.
Confirm Staff Printing Workflow
Make sure the failure is not caused by a missed menu step or timing issue.
Action:
- Review how staff are attempting to print or document the result.
- Confirm that the result screen is active and that the print option is selected correctly.
- Check whether staff are clearing, rescanning, or powering off the unit before documentation is completed.
Expected outcome: The scanner is being used in the correct sequence for result documentation.
If workflow correction resolves the problem, provide user guidance and document the education given.
Check Date, Time, and Result Information
Documentation may be considered failed if printouts are missing correct identifiers or timestamps.
Action:
- Check whether date and time appear correct on printed or displayed results.
- Verify whether patient ID entry, if used at the facility, is being entered correctly.
- Confirm that the device settings match facility expectations for result documentation.
Expected outcome: Printed results contain usable scan information for clinical documentation.
If settings or workflow correction resolves the issue, document what was corrected.
Power Cycle and Retest
A temporary software or printer communication issue may clear with a controlled restart.
Action:
- Power the BladderScan BVI 9400 off.
- Wait briefly.
- Power the unit back on.
- Perform or retrieve a test result and attempt printing again.
Expected outcome: The printer and result documentation function normally after restart.
If normal operation returns, monitor for recurrence and document the successful retest.
Inspect for Physical Damage
Printer or documentation failures may follow drops, fluid exposure, or rough handling.
Action:
Inspect the scanner housing, printer cover, paper door, keypad/buttons, display, charging contacts, and probe connection.
Look for:
- Cracked housing
- Loose printer door
- Missing latch
- Signs of fluid ingress
- Unusual smell
- Heat damage
- Evidence of impact
Expected outcome: No visible damage is present that would explain printer or system malfunction.
If damage is found, remove the device from service and send it for repair evaluation.
Test With Known-Good Consumables and Accessories
Rule out simple external causes before escalating.
Action:
- Install a known-good paper roll.
- Confirm the device has adequate battery charge.
- Use the correct scanner, cradle, and accessories assigned to the unit.
- Attempt another print or documentation test.
Expected outcome: The device prints or documents correctly with known-good external items.
If the issue remains after known-good paper and power are verified, escalation is appropriate.
If the Problem Persists
If the BladderScan BVI 9400 still will not print, produces blank or unreadable results, loses scan documentation, or fails to handle results after paper, battery, workflow, and visible damage checks have been completed, the likely cause is internal printer, keypad, software, memory, or control electronics failure.
The device should be:
- Removed from service
- Labeled Out of Service
- Sent for repair, bench evaluation, or vendor service
Knowing when to stop is proper troubleshooting. Do not disassemble the printer or attempt internal board-level repair during clinical troubleshooting.
Clinical Use Tip
Do not troubleshoot documentation problems during active patient care if the scan result is needed for immediate decision-making. Move to another bladder scanner or approved clinical process first. A result that cannot be printed, saved, or reliably documented should be treated as incomplete from a clinical workflow standpoint.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Clinical staff reported that the Verathon BladderScan BVI 9400 would scan but would not print the bladder volume result."
Cause
What was observed during troubleshooting.
Example:
"Troubleshooting found the thermal paper roll was installed backward, causing blank printouts."
Resolution
What action was taken.
Example:
"Reinstalled the paper roll correctly, performed a test scan printout, verified readable results, and returned the scanner to service."
Helpful Details to Include (If Known)
- Whether the scan result displayed normally
- Whether the issue was no print, blank print, faded print, or missing documentation
- Battery level and charging status
- Paper roll condition and orientation
- Whether known-good thermal paper was tested
- Printer cover/latch condition
- Any paper jam or debris found
- Whether date/time and result information printed correctly
- Any visible damage, fluid exposure, heat, or unusual smell
- Final device status
Final Thought
Printer and result documentation failures should be approached logically. Confirm patient safety first, then verify the scan result, power status, paper condition, printer cover, workflow, and visible damage before escalating. Good documentation matters because even a correct bladder volume measurement has limited value if it cannot be reliably recorded.
That is successful troubleshooting.