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What This Guide Helps With
Troubleshooting BladderScan i10 wireless, cart, docking, or results upload issues caused by power, connection, network, or workflow problems.
Step-by-Step Troubleshooting
Ensure Patient Safety First
Do not troubleshoot connectivity or upload issues while delaying urgent patient care.
Action:
- Confirm the scan result has been reviewed by clinical staff before troubleshooting upload problems.
- If the result is needed immediately, have staff document the result manually according to facility policy.
- Do not remove the scanner from use during active patient workflow unless another bladder scanner is available.
Expected outcome: Patient care is not delayed because of a documentation or upload failure.
Why it matters: Connectivity issues usually affect documentation, but patient care decisions may still depend on the displayed scan result.
Verify the Reported Problem
Confirm whether the issue is with the wireless connection, cart connection, docking station, printer, network upload, or EMR/interface transfer.
Action:
Ask staff what failed:
- Scanner will not connect to cart
- Scanner will not connect to Wi-Fi
- Results do not upload
- Results remain queued
- Patient/result data does not appear in the expected system
- Upload works intermittently
- Scanner loses connection after docking or moving rooms
Check whether the device displays an error message, connection icon, upload status, or queued result indicator.
Expected outcome: The failure type is clearly identified before parts or network issues are assumed.
Confirm the Scanner Has Adequate Battery Power
Low battery or unstable power can interrupt wireless communication and upload functions.
Action:
- Check the battery level on the BladderScan i10.
- Place the device on its approved charger or cart/dock if the battery is low.
- Allow the scanner to charge long enough to rule out low-power behavior.
Expected outcome: The scanner has enough power to maintain communication and complete uploads.
If the issue resolves after charging, return the device to service and document low battery as the likely cause.
Check the Cart, Dock, and Charging Contacts
If the issue involves cart communication, docking, or upload after docking, inspect the external connection points.
Action:
- Confirm the scanner is seated correctly on the cart or charging dock.
- Remove and reseat the scanner.
- Inspect the charging/dock contacts for gel, residue, damage, bent pins, or debris.
- Clean external contact areas according to facility-approved cleaning procedure.
- Check whether the cart has power and whether any indicator lights are present.
Expected outcome: The scanner docks normally and any cart-based communication or charging indicator behaves as expected.
If reseating or cleaning the contacts restores connection, stop troubleshooting and document the correction.
Restart the Scanner and Cart Components
A temporary software or communication lockup may prevent upload or connection.
Action:
- Power the scanner off normally.
- Restart the cart or connected accessory if applicable.
- Power the scanner back on and allow it to fully boot.
- Reconnect to the cart, dock, or wireless network.
- Attempt a test upload or check whether queued results begin transferring.
Expected outcome: Temporary communication or software lockup clears after restart.
If upload resumes after restart, document the reset and monitor for repeat failures.
Verify Wireless Network Availability
Wireless upload failures may be caused by local Wi-Fi coverage, network outage, or device roaming issues.
Action:
- Check whether other wireless medical devices in the area are communicating normally.
- Move the BladderScan i10 to an area with known good wireless coverage.
- Confirm the wireless icon or connection status improves.
- Ask clinical staff whether the issue occurs in one room, one unit, or across the facility.
Expected outcome: The issue is narrowed to device-specific failure, location-based signal issue, or larger network problem.
If the scanner uploads successfully in another area, document possible local wireless coverage or network access issue.
Confirm the Device Is Using the Correct Network Profile
The scanner may fail to upload if it is not connected to the correct hospital wireless profile or configured upload destination.
Action:
- Check the device’s network connection status if accessible through the approved user or service configuration menu.
- Confirm the device is not connected to a guest network, wrong SSID, or non-clinical network.
- Verify whether the device recently moved between departments, buildings, or network zones.
- Do not change advanced network settings unless authorized by facility procedure.
Expected outcome: The device is confirmed to be on the intended clinical network or identified as needing IT/network support.
Check for Queued or Failed Results
The scanner may be collecting results but failing to transmit them.
Action:
- Review the results/upload queue if available.
- Look for pending, failed, or unsent results.
- Attempt upload again while connected to known good wireless coverage or cart/dock connection.
- Confirm whether new results fail, old queued results fail, or all results fail.
Expected outcome: Upload failure is confirmed as isolated to specific results, all results, or the upload pathway.
If queued results upload successfully after reconnecting, return the device to service and document the recovery.
Confirm Patient/Operator Workflow Requirements
Some upload failures occur because required patient, operator, or encounter information is missing.
Action:
- Ask clinical staff whether the scan was associated with the correct patient or encounter.
- Confirm whether operator login, patient selection, barcode scan, or required fields were completed before upload.
- Check whether the issue happens only when scanning without patient selection or when using manual entry.
Expected outcome: Upload failure is not caused by incomplete workflow or missing required documentation fields.
If completing the required workflow allows upload, educate staff as appropriate and document the finding.
Test With a Known Good Workflow
Use a controlled test to separate scanner failure from workflow or network failure.
Action:
- Use a known working cart, dock, network area, and approved test workflow if available.
- Perform a non-patient test according to facility policy.
- Confirm whether the device connects and uploads under controlled conditions.
Expected outcome: The scanner either uploads successfully in a known-good setup or continues to fail despite external causes being ruled out.
If it uploads successfully, the original issue is likely location, workflow, or network related.
Escalate to IT or Interface Support When Appropriate
If the scanner connects to Wi-Fi but results do not appear in the destination system, the issue may be outside the scanner.
Action:
- Confirm whether the scanner shows upload complete or upload failed.
- If upload appears successful on the device but results are missing from the EMR, middleware, or documentation system, contact the appropriate IT/interface team.
- Provide device identifier, time of scan, patient/account details if allowed by policy, location, and upload status.
Expected outcome: The issue is routed correctly instead of replacing scanner hardware unnecessarily.
Remove From Service if Connection Failure Persists
If the scanner repeatedly fails to connect, upload, or communicate after basic checks, remove it from clinical use.
Action:
- Label the device Out of Service.
- Include the charger, cart, dock, and any related accessories if they may be part of the issue.
- Send the unit for bench evaluation or vendor/service review.
Expected outcome: A device with unreliable documentation or connectivity is removed until the fault is resolved.
If the Problem Persists
If battery, dock seating, contacts, restart, wireless coverage, workflow, and network availability have been checked, the issue may involve internal wireless hardware, software configuration, cart communication hardware, or interface configuration.
The BladderScan i10 should be:
- Removed from service
- Labeled Out of Service
- Sent for repair, bench evaluation, or vendor/network support as appropriate
Knowing when to stop is proper troubleshooting. Continued trial-and-error in a clinical area can delay care, create documentation gaps, and make the failure harder to track.
Clinical Use Tip
Do not allow upload failure to delay patient care. If a scan result is clinically needed, staff should view and document the result according to facility policy, then Clinical Engineering can troubleshoot the upload issue when safe.
Do not troubleshoot on an active patient. Move the patient to a backup device first if continued assessment or therapy continuity is required.
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 i10 was scanning normally but results were not uploading from the cart/wireless connection."
Cause
What was observed during troubleshooting.
Example:
"Scanner had pending results and poor wireless connection in the reported room; upload completed when tested in an area with known good wireless coverage."
Resolution
What action was taken.
Example:
"Verified scanner power, reseated scanner on cart, restarted unit, confirmed wireless connectivity, completed test upload, and returned device to service."
Helpful Details to Include (If Known)
- Outlet or cart power verified
- Scanner battery level at time of failure
- Cart/dock seating checked
- Charging/contact pins inspected
- Wireless indicator or connection status
- Whether results were queued or failed
- Whether upload failed in one room or multiple areas
- Whether other devices had network issues
- Any error message shown
- Whether the result appeared in the destination system
- Alarm behavior
- Accessories swapped
- Power behavior
- Environmental factors
- Indicator lights
- Final device status
Final Thought
Wireless and upload problems should be approached logically. Protect patient care first, confirm the scanner still produces usable results, then work outward through power, docking, wireless coverage, workflow, and interface status. If external causes are ruled out, remove the device from service and document the failure clearly so repair, IT, or vendor support can act on accurate information.
That is successful troubleshooting.