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Asset Type
Manufacturer
Model
What This Guide Helps With
Addresses missing reports, printer power, paper, connection, queue, selection, configuration, accessory, and workflow causes.
Step-by-Step Troubleshooting
1. Protect Clinical Documentation
Do not assume a report printed or transferred successfully. Verify that the scan result remains visible or saved and document the result through an approved alternate method when necessary.
Do not delay patient care solely to troubleshoot a printer.
Expected outcome: The scan result is preserved and available through an approved documentation path.
2. Confirm the Output Failure
Determine whether:
- Nothing prints
- The printer is not recognized
- A blank or partial report prints
- Printing stops midway
- The wrong patient or report prints
- The report remains queued
- Electronic export fails while local printing works
Record indicator lights and displayed messages.
Expected outcome: The problem is isolated to printer hardware, report selection, queue, formatting, or electronic output.
3. Verify the Correct Report and Destination
Confirm that the intended patient, scan, report type, and output destination are selected. Check that the user is not sending the report to an unavailable or disabled destination.
Expected outcome: The correct report is selected and directed to the intended approved output.
4. Check Printer Power
Verify that the printer or cart printer is turned on and receiving power. Inspect its approved power supply, cable, cart power connection, and outlet.
Confirm normal ready indicators and no visible damage or overheating.
Expected outcome: The printer has stable power and is in a ready state.
5. Check Paper or Media
Inspect the paper supply, roll orientation, cover closure, feed path, and accessible cutter area. Remove visible jams using the approved external method.
Use only approved paper or media. Do not insert tools into the print mechanism.
Expected outcome: Paper is correctly loaded, the cover is secure, and the feed path is clear.
6. Inspect Data Connections
Inspect and reseat the printer data cable, USB connection, dock connection, or other approved interface. Check for damaged connectors, bent contacts, contamination, or strain.
Disconnect and reconnect only when the workflow is not actively transferring data.
Expected outcome: The printer communication path is secure and undamaged.
7. Test the Printer Independently
Use the printer’s approved self-test or feed function when available. This distinguishes printer mechanics and power from scanner communication.
Do not access internal printer service menus.
Expected outcome: The printer feeds or completes its approved self-test. If it does not, remove the printer from service.
8. Retry From a Known-Good Saved Record
Select a nonclinical test record or approved saved scan and send it to the printer once. Avoid repeatedly submitting the same job, which may create duplicate reports.
Expected outcome: One complete report prints with correct patient and scan information.
9. Clear a Visible Output Queue Safely
If the normal user interface shows stalled or duplicate jobs, cancel only the affected test job using approved controls. Do not delete clinical records or clear system data without authorization.
Expected outcome: The queue returns to a ready state and a new test report processes normally.
10. Compare With a Known-Good Printer or Cable
When approved compatible equipment is available, test with a known-good cable or printer. Clearly identify the original accessory to prevent accidental reuse.
Expected outcome: Successful output with the substitute isolates the original printer or cable. Failure with both suggests scanner configuration or interface issues.
11. Verify Approved Output Configuration
Confirm that the configured printer or report destination matches the facility-approved setup. Do not change drivers, network destinations, templates, or protected settings without authorization.
Expected outcome: The output configuration matches the approved baseline or is escalated to the authorized administrator.
12. Perform Final Functional Verification
Print or export an approved test report. Confirm:
- Correct patient or test identity
- Complete scan result
- Legible output
- Correct date and time
- No duplicate pages
- Successful saved-record retrieval
- Ready status after completion
Expected outcome: Report output is complete, accurate, and repeatable. The system may return to service.
If the Problem Persists
External causes involving report selection, printer power, paper, covers, jams, cables, queue status, and approved output destination have been ruled out.
The remaining cause may involve the printer assembly, interface electronics, scanner software, driver or configuration, storage system, network destination, or another service-level condition. Do not bypass documentation controls or delete records to restore operation.
The affected device or printer should be:
- Removed from service when reliable report output is required and unavailable
- Labeled Out of Service
- Sent for repair or bench evaluation
- Evaluated using appropriate Verathon documentation and approved test equipment
- Repaired or configured only by qualified personnel
After correction, verify complete and accurate report generation, patient association, saved-record retrieval, and required interface operation before return to service.
Knowing when to stop external troubleshooting is proper troubleshooting.
Clinical Use Tip
Confirm that the final report contains the correct patient identity and scan result before placing it in the medical record.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Clinical staff reported that completed bladder scans would not print from the cart printer."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found that the printer paper roll was installed in the incorrect orientation."
Resolution
What action was taken.
Example:
"Clinical Engineering reloaded the approved paper correctly, printed a complete test report, and verified accurate patient and scan information."
Helpful Details to Include (If Known)
- Local print or electronic output
- Printer power indicators
- Paper type and orientation
- Cover or jam condition
- Cable and port condition
- Queue status
- Test print result
- Known-good printer or cable result
- Report completeness
- Patient identity accuracy
- Final device status
Final Thought
Preserve the clinical result first, then verify report selection, printer power, media, connections, queue, and approved configuration. Do not assume internal failure before the complete output path is checked, and document the cause, correction, and verified report accuracy.
That is successful troubleshooting.