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Asset Type
Manufacturer
Model
What This Guide Helps With
Addresses login rejection, missing operator access, locked accounts, ID entry, barcode, role assignment, time, network, and configuration causes.
Step-by-Step Troubleshooting
1. Protect Patient and User Identity
Do not share credentials, use another person’s account, bypass access controls, or save scans under an incorrect operator identity.
Use another verified scanner or approved downtime workflow if authorized access cannot be restored promptly.
Expected outcome: Patient and operator records remain accurate and secure.
2. Confirm the Exact Access Failure
Determine whether:
- The username or operator ID is rejected
- The password is rejected
- The account is locked
- Barcode login fails
- The login screen is unresponsive
- The user can log in but lacks required functions
- All users are affected
- Access fails only when the network is unavailable
Record the displayed message and affected account without recording passwords.
Expected outcome: The issue is isolated to one account, input method, permissions, device configuration, or shared infrastructure.
3. Verify Login Entry
Confirm the correct username, operator ID format, capitalization, and required domain or site selection when applicable.
Use the approved input method and ensure that no extra spaces or unintended characters are entered.
Expected outcome: Correct credentials are entered in the expected format.
4. Inspect the Input Method
Test the onscreen keyboard, barcode scanner, or approved external keyboard. Confirm that each character or barcode value enters correctly.
Inspect and reseat accessory connections if an external input device is used.
Expected outcome: The login failure is not caused by missing, duplicated, or incorrect input characters.
5. Test a Different Authorized Account
Have another authorized user attempt login according to facility policy. Do not expose or exchange passwords.
If another account works, the issue is likely isolated to the original account or assigned role.
Expected outcome: Device-wide access failure is distinguished from a single-user account issue.
6. Check Account Status Through the Authorized Administrator
Have the authorized system administrator verify whether the account is active, locked, expired, disabled, or assigned to the correct role.
Clinical Engineering should not change clinical access rights without approved authorization.
Expected outcome: The account status and role assignment are confirmed and corrected through the proper process.
7. Verify Date and Time
Check the scanner’s date and time. Significant clock errors may interfere with authentication, certificate validation, or synchronized account access.
Do not alter protected synchronization settings without authorization.
Expected outcome: The device time is correct or the time issue is escalated to the authorized administrator.
8. Check Network Availability When Required
If login depends on a network or central user directory, verify link status, Wi-Fi or wired connectivity, approved network profile, and availability of the related authentication service.
Compare with another device on the same approved network when appropriate.
Expected outcome: The authentication path is available, or an infrastructure issue is identified for escalation.
9. Review Approved Access Configuration
Confirm that login requirements, operator ID settings, and role-based access match the facility-approved configuration.
Do not disable login, create unauthorized accounts, or reduce security controls to restore access.
Expected outcome: Access-control configuration is verified without compromising security.
10. Restart and Retest
Safely exit the workflow, restart the scanner, and attempt login using an authorized test account.
Do not perform a factory reset or clear user data.
Expected outcome: Login functions normally after restart. If failure returns, remove the device from service when required.
11. Perform Final Functional Verification
Using an authorized account, confirm:
- Successful login
- Correct operator identity displayed
- Access only to permitted functions
- Successful patient ID entry
- Completion and saving of a test scan
- Correct operator association in the saved record
- Normal logout
Expected outcome: Access control and operator attribution are accurate and repeatable. The device may return to service.
If the Problem Persists
External causes involving credential format, input devices, account status, role assignment, date and time, network access, and approved configuration have been ruled out.
The remaining cause may involve device software, authentication services, user database synchronization, certificates, access-control configuration, or another service-level condition. Do not bypass security or create undocumented credentials.
The device should be:
- Removed from service when authorized access or correct operator attribution cannot be assured
- 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 login, permissions, operator attribution, patient record storage, network authentication when applicable, and complete return-to-service testing.
Knowing when to stop external troubleshooting is proper troubleshooting.
Clinical Use Tip
Every saved scan should be traceable to the correct authorized operator without shared or borrowed credentials.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Clinical staff reported that an authorized operator could not log in to the BladderScan i10."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering confirmed that the operator account had become locked after repeated unsuccessful login attempts."
Resolution
What action was taken.
Example:
"The authorized administrator unlocked the account, and Clinical Engineering verified login, permitted functions, test scanning, and correct operator attribution."
Helpful Details to Include (If Known)
- Exact login message
- Single user or all users affected
- Input method used
- Character entry accuracy
- Account lock or expiration status
- Assigned user role
- Device date and time
- Network status
- Authorized test-account result
- Operator attribution in saved record
- Final device status
Final Thought
Maintain access security while troubleshooting. Verify entry, input devices, account status, roles, time, network, and approved configuration before suspecting device failure. Never bypass controls, and document the complaint, verified cause, authorized correction, and final access testing.
That is successful troubleshooting.