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Asset Type
Manufacturer
Model
What This Guide Helps With
Helps isolate paper-loading, consumable, cover, feed-path, print-setting, and external printer-related causes of failed or poor-quality printing.
Step-by-Step Troubleshooting
1. Protect Patient Care and Confirm the Complaint
A printer problem usually does not prevent bladder volume measurement, but do not delay clinically necessary assessment while troubleshooting documentation output. Ensure results can be recorded through an approved alternate workflow if printing is unavailable.
Confirm whether the printer:
- Does not respond
- Attempts to print but does not feed paper
- Feeds paper incorrectly
- Produces blank or faint output
- Produces incomplete or distorted output
Expected outcome: The exact printer failure is identified and can be tested safely without interfering with patient care.
2. Verify Basic Scanner Operation
Confirm the Prime Plus powers on normally, completes startup, and can perform or access an examination result.
A general scanner power or software issue should be addressed before treating the complaint as an isolated printer problem.
Expected outcome: The scanner operates normally aside from the printing complaint. If the entire unit is unstable, remove it from service and escalate.
3. Inspect the Paper Supply
Open the accessible printer compartment and inspect the paper for:
- Empty roll
- Incorrect installation
- Wrinkling
- Torn edges
- Contamination
- Binding
- Improper routing
Use only the appropriate approved paper type.
Expected outcome: Paper is present, correctly loaded, and moves freely through the accessible feed path. If correcting the paper installation restores printing, troubleshooting can stop after several successful test prints.
4. Verify Paper Orientation
If the printer uses thermal paper, verify the roll is oriented correctly so the printable surface contacts the print mechanism as intended.
Incorrect paper orientation can result in apparently blank output despite normal paper feeding.
Expected outcome: Printed information is visible and legible. If reversing or correctly installing the paper restores output, the issue is resolved.
5. Inspect the Printer Cover and Feed Path
Check that the printer cover closes and latches properly and that no torn paper or foreign material is visible in the accessible feed path.
Do not insert tools deeply into the mechanism or disassemble the printer assembly.
Expected outcome: The cover closes normally and the paper path is unobstructed. If removing an accessible obstruction restores normal feeding, troubleshooting can stop after verification.
6. Try a Fresh Known-Good Paper Roll
Install a fresh, approved roll when faint, inconsistent, or blank printing is reported.
Old, contaminated, damaged, or incompatible thermal paper may produce poor output even when the printer is functioning.
Expected outcome: Print quality becomes clear and consistent. If a fresh paper roll corrects the issue, document the consumable cause and stop troubleshooting.
7. Verify Printing From a Representative Exam
Perform or retrieve a non-patient test result as permitted by facility procedure and initiate printing through the normal operator-accessible workflow.
Observe whether the printer responds, feeds smoothly, and produces complete output.
Expected outcome: The printer produces a complete, legible record without feed errors. If successful, the device may proceed to final verification.
8. Perform Final Functional Verification
Confirm:
- Scanner functions normally
- Paper feeds without slipping or jamming
- Printed information is legible
- Multiple prints are consistent
- Printer compartment remains securely closed
Expected outcome: Reliable printing is verified. The device may be returned to service according to facility procedure.
If the Problem Persists
Paper supply, orientation, feed-path obstruction, cover closure, and consumable quality have been ruled out. The remaining problem may involve the printer mechanism, printhead, internal connection, control circuitry, or software/service-level issue.
The device should be:
- Removed from service if printing is required for the intended clinical workflow
- Labeled Out of Service when appropriate
- Sent for repair or bench evaluation
- Evaluated using appropriate Verathon documentation and approved test equipment
- Repaired or configured only by qualified personnel
Complete applicable return-to-service functional testing before returning the device to clinical use.
Knowing when external printer checks are exhausted is proper troubleshooting.
Clinical Use Tip
If printed bladder-scan documentation is required by the clinical workflow, provide an approved alternate documentation method until printing is restored.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Nursing reported the Prime Plus printer advanced paper but produced blank printouts."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found the thermal paper roll installed with the printable surface oriented incorrectly."
Resolution
What action was taken.
Example:
"Clinical Engineering reinstalled the paper correctly, produced several clear test printouts, verified scanner operation, and returned the device to service."
Helpful Details to Include (If Known)
- Printer response when print was selected
- Paper present or empty
- Paper type and condition
- Paper orientation
- Feed-path condition
- Cover or latch condition
- Fresh paper substitution
- Print appearance before correction
- Test-print results after correction
- Final device status
Final Thought
Verify simple consumable and paper-path causes before assuming a printer mechanism failure. Maintain patient-care documentation through an approved alternate process, escalate internal printer faults appropriately, and document the verified correction and final test.
That is successful troubleshooting.