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What This Guide Helps With
Helps isolate charging, power-source, battery-contact, docking, and usage-related causes of poor charging or unexpectedly short battery runtime.
Step-by-Step Troubleshooting
1. Protect Patient Care and Confirm the Complaint
Remove the Prime Plus from active clinical use if battery performance is unreliable enough that the scanner may shut down during an examination. Provide staff with another verified bladder scanner if needed.
Confirm whether the complaint is:
- Battery will not charge
- Charge indication is absent or abnormal
- Unit operates only while connected to external power
- Battery runtime is noticeably shorter than expected
- Unit shuts down unexpectedly
Expected outcome: The exact battery or charging symptom is reproduced or clearly documented. If the complaint cannot be reproduced and normal operation is verified, troubleshooting can stop after appropriate functional verification.
2. Inspect the Scanner and Charging Equipment
Inspect the scanner, power supply, charging cable, docking components, and accessible connectors for:
- Physical damage
- Bent or contaminated contacts
- Loose connections
- Fluid intrusion
- Excessive heat
- Burn marks or odor
Do not continue operating equipment showing evidence of overheating, electrical damage, or liquid intrusion.
Expected outcome: Charging components are clean, undamaged, and securely connected. If damaged components are found, remove the device from service until corrected.
3. Verify the AC Power Source
Confirm the charging power supply is connected correctly and test the receptacle with an appropriate outlet tester or known-good device when permitted by facility procedure.
Try a different verified receptacle if necessary.
Expected outcome: Reliable AC power is available to the charging system. If changing the outlet restores charging, the scanner issue is resolved and troubleshooting can stop after verifying continued charging.
4. Verify the External Power Supply and Connections
Reseat all accessible charging connections. Confirm the correct approved power supply and charging arrangement are being used.
If another compatible, approved charging supply or dock is available, use a known-good substitution to isolate the scanner from the external charging equipment.
Expected outcome: The scanner shows normal charging behavior with the verified charging equipment. If a known-good external component corrects the problem, replace or route the faulty accessory for repair and stop troubleshooting after verification.
5. Check Charging Position and Docking Contact
If charging involves a dock or cradle, confirm the scanner is fully seated and the charging contacts align without requiring pressure, twisting, or repeated repositioning.
Clean accessible contacts only according to approved facility or manufacturer cleaning practices.
Expected outcome: The scanner maintains a stable charging indication when properly positioned. If reseating or cleaning the external contact area restores normal charging, the issue is resolved.
6. Compare Battery Operation After Charging
Allow the unit to charge normally, then operate it on battery while observing for:
- Unexpected shutdown
- Rapid decrease in displayed charge
- Intermittent power
- Battery-related warnings
- Excessive heating
Do not intentionally run a questionable battery to failure during clinical use.
Expected outcome: The scanner operates normally from battery without unexpected shutdown or abnormal charge behavior. If normal battery performance is restored, troubleshooting can stop.
7. Perform Final Functional Verification
Confirm the scanner:
- Powers on normally
- Completes normal startup
- Operates from battery
- Accepts charging
- Performs a representative bladder scan
- Shuts down and restarts normally
Expected outcome: Normal charging and battery-powered operation are verified. The device may be returned to service according to facility procedure.
If the Problem Persists
Common external power, receptacle, connection, charging-position, and accessory causes have been ruled out. The remaining problem may involve the battery, charging circuitry, internal power management, or another service-level condition.
The device should be:
- Removed from service
- 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
Complete required return-to-service functional and electrical safety testing as applicable before clinical use.
Knowing when to stop external troubleshooting rather than guessing at an internal failure is proper troubleshooting.
Clinical Use Tip
Do not rely on a bladder scanner with unpredictable battery performance during patient assessment; exchange it for a verified unit first.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Nursing reported the Verathon Prime Plus would not remain charged and shut down shortly after being removed from its charger."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found the charging connection was not making reliable contact because the scanner was not consistently seating in the charging position."
Resolution
What action was taken.
Example:
"Clinical Engineering reseated and inspected the charging interface, verified stable charging, completed a representative scan on battery power, and returned the unit to service."
Helpful Details to Include (If Known)
- Battery indication at arrival
- Whether unit operated on external power
- Receptacle tested
- Power supply and cable condition
- Dock or charging-contact condition
- Known-good charger or dock substitution
- Unexpected shutdown behavior
- Charging indication before and after correction
- Final battery-powered functional test
- Final device status
Final Thought
Protect patient care first, verify the charging path from the outside inward, and do not assume an internal battery or power failure until the outlet, supply, connections, and charging interface have been checked. Escalate appropriately and document the complaint, cause, correction, and final verification clearly.
That is successful troubleshooting.