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What This Guide Helps With
Troubleshooting touchscreen lockups, startup freezes, delayed booting, or software response issues on the BladderScan i10.
Step-by-Step Troubleshooting
1. Ensure Patient Safety
Do not troubleshoot the bladder scanner while it is actively being used for a patient scan.
Action:
- Remove the BladderScan i10 from patient use if the screen is frozen, the system will not boot properly, or scan results cannot be trusted.
- Use another bladder scanner if a bladder volume measurement is clinically needed.
Expected outcome: Patient care continues without relying on equipment that may be unresponsive or unreliable.
Why it matters: A frozen or partially booted bladder scanner may display old data, fail to save results, or provide unreliable workflow information.
2. Verify the Reported Issue
Confirm exactly what the user experienced.
Action:
- Ask clinical staff what happened:
- Was the touchscreen not responding?
- Did the unit freeze during startup?
- Did it freeze during a scan?
- Did it freeze while printing, documenting, or saving results?
- Did the screen go blank?
- Was there an error message?
- Power the unit on and observe the behavior.
Expected outcome: The failure mode is confirmed before assuming a software or hardware issue.
If the device boots normally and the touchscreen responds, document that the issue was not duplicated and continue functional checks.
3. Check Battery Charge and Power Status
Low battery or unstable power can cause startup or software behavior that looks like a freeze.
Action:
- Place the BladderScan i10 on its charging base or connect it to its approved power source.
- Verify that charging indicators appear.
- Allow the unit to charge if the battery is very low.
- Attempt to power the unit on again.
Expected outcome: The device boots normally and the touchscreen responds.
If the issue resolves after charging, return the device to service after confirming normal operation and documenting the low battery condition.
4. Inspect the Charging Base and Power Supply
A poor charging connection may leave the battery too depleted for normal startup.
Action:
- Check that the power supply is connected firmly to the wall outlet and charging base.
- Inspect the power cord for damage, bent connectors, loose strain relief, or signs of overheating.
- Test the wall outlet or move the charger to a known-good outlet.
- Confirm the scanner sits correctly on the charging base.
Expected outcome: The unit charges consistently and powers on normally.
If the scanner does not charge or repeatedly loses power, troubleshoot as a power or charging issue rather than a software issue.
5. Perform a Normal Restart
A temporary software lockup may clear with a controlled restart.
Action:
- Power the unit off using the normal power button method if the touchscreen allows it.
- Wait briefly.
- Power the unit back on and observe startup.
Expected outcome: The BladderScan i10 completes startup and responds normally.
If the issue resolves, perform a basic scan workflow check before returning the device to service.
6. Check for Touchscreen Contamination or Interference
Fluids, gel, gloves, cleaning residue, or screen protectors can interfere with touchscreen response.
Action:
- Inspect the screen for ultrasound gel, disinfectant residue, adhesive, cracks, or moisture.
- Clean the touchscreen using facility-approved cleaning methods.
- Dry the screen completely.
- Remove any loose or damaged screen protector if applicable and approved by facility practice.
- Retest touchscreen response.
Expected outcome: Touch input responds accurately after the screen is clean and dry.
If touchscreen response returns to normal, document contamination or residue as the likely cause.
7. Check for Physical Damage
Screen or housing damage may cause intermittent touchscreen failure or boot problems.
Action:
- Inspect the scanner for:
- Cracked touchscreen
- Damaged housing
- Liquid intrusion signs
- Loose charging contacts
- Impact damage
- Unusual heat
- Unusual smell
- Loose probe or cable connection, if applicable
Expected outcome: No visible damage is found.
If damage, liquid exposure, heat, or odor is present, remove the device from service and send it for repair evaluation.
8. Verify the Unit Is Not Stuck During Startup
Determine whether the issue occurs before or after the operating screen loads.
Action:
- Power cycle the device and observe where startup stops:
- Blank screen
- Logo screen
- Loading screen
- Login or user screen
- Scanning screen
- Results screen
- Note whether the screen brightness changes, buttons respond, or audible tones occur.
Expected outcome: The point of failure is identified for repair documentation.
If the unit repeatedly freezes at the same point during startup, suspect a software, memory, battery, or internal hardware issue.
9. Check for Accessory or Docking-Related Problems
Some lockups may occur when the device is docked, charging, printing, exporting, or communicating with another system.
Action:
- Test the scanner off the charging base if battery level allows.
- Then test it on the charging base.
- If the issue occurs only while docked, inspect the dock contacts and charging connection.
- If the issue occurs during printing, export, or documentation transfer, note that behavior separately.
Expected outcome: The failure is narrowed to the scanner, charging base, or communication/documentation workflow.
If removing the device from the dock restores normal touchscreen use, inspect the dock and power setup further.
10. Confirm Date, Time, User, and Workflow Screens Respond
Software lockups may appear only during certain workflow steps.
Action:
- After startup, confirm the touchscreen responds on normal menu screens.
- Check whether the scanner can move through:
- Home screen
- Patient or operator entry
- Scan setup
- Scan acquisition
- Results screen
- Documentation or print/export screen, if used
Expected outcome: The device responds throughout the normal clinical workflow.
If freezing occurs only at one workflow point, document the exact screen and action that triggers the freeze.
11. Perform a Basic Functional Check
Do not return the device based only on a successful restart.
Action:
- Complete a basic operational check per facility practice.
- Confirm:
- Unit powers on normally
- Touchscreen responds
- Battery status is acceptable
- Scanner does not freeze during menu navigation
- A scan can be initiated
- Results screen displays normally
- Charging status is normal
Expected outcome: The BladderScan i10 operates normally through the expected workflow.
If all checks pass, return the device to service.
12. Do Not Attempt Deep Internal Repair During Floor Troubleshooting
Avoid opening the unit or attempting board-level troubleshooting during normal clinical response.
Action:
- Do not disassemble the scanner on the unit.
- Do not attempt internal software recovery unless trained and authorized.
- Do not clear or reset configuration settings without knowing the impact on clinical workflow.
Expected outcome: Troubleshooting remains safe, controlled, and appropriate for Clinical Engineering response.
If the Problem Persists
If the BladderScan i10 still freezes, will not complete startup, has an unresponsive touchscreen after cleaning and restart, or repeatedly locks up during normal use, common external causes have been ruled out.
The device should be:
- Removed from service
- Labeled Out of Service
- Sent for repair, bench evaluation, software review, or manufacturer/vendor support
Knowing when to stop is proper troubleshooting. A bladder scanner with unreliable boot or touchscreen behavior should not be returned to clinical use until normal operation is verified.
Clinical Use Tip
Do not troubleshoot touchscreen or startup failures during active patient care. Move the patient workflow to another available bladder scanner first. A scanner that freezes may delay care, display incomplete information, or prevent proper documentation.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Clinical staff reported the Verathon BladderScan i10 touchscreen froze during startup and would not allow a bladder scan to be started."
Cause
What was observed during troubleshooting.
Example:
"Verified the unit had a very low battery and would not fully boot until placed on a known-good charging base."
Resolution
What action was taken.
Example:
"Charged the unit, confirmed normal startup, verified touchscreen response, completed a functional scan workflow check, and returned the device to service."
Helpful Details to Include (If Known)
- Outlet tested
- Charging base inspected
- Power supply condition
- Battery status
- Touchscreen cleaned
- Screen cracks or damage
- Startup point where freeze occurs
- Any error message displayed
- Whether issue occurs docked or undocked
- Whether issue occurs during scan, results, print, or export
- Unusual heat, smell, or sounds
- Final device status
Final Thought
Touchscreen and boot issues should be approached logically. Start with patient safety, then rule out battery charge, charging setup, screen contamination, docking issues, and obvious damage. If the BladderScan i10 continues to freeze after external checks, remove it from service and escalate it for repair. Clear CCR documentation helps show what was tested, what was found, and why the device was or was not returned to service.
That is successful troubleshooting.