On this page
Asset Type
Manufacturer
Model
What This Guide Helps With
Touchscreen or software-response problems caused by contamination, screen obstruction, temporary software state, power instability, configuration, or internal faults.
Step-by-Step Troubleshooting
1. Protect Patient Testing
Do not continue patient testing on an analyzer that cannot be reliably controlled or that may freeze during testing.
Redirect samples to another verified analyzer before troubleshooting.
Expected outcome: Patient testing continues safely without dependence on the unstable analyzer.
2. Confirm the Exact Failure
Determine whether the touchscreen is completely unresponsive, responds only in certain areas, responds inaccurately, exhibits delayed input, or whether the entire software interface is frozen.
Record the screen state and any displayed message before restarting.
Expected outcome: A touchscreen-specific problem is distinguished from a broader software freeze.
3. Inspect the Touchscreen Surface
Check the display for moisture, blood, cleaning residue, adhesive material, gloves or objects resting against the screen, protective coverings, or physical damage.
Clean and dry the surface using approved methods.
Expected outcome: The touchscreen surface is clean, dry, unobstructed, and undamaged.
If normal touch response returns after cleaning and remains stable, proceed to final verification.
4. Test Multiple Screen Areas
When the analyzer is safe to operate, test several normal touchscreen controls to determine whether the problem affects the entire display or only one region.
Do not enter service menus or alter clinical settings for testing.
Expected outcome: Touch response is consistent across the active display.
If only one region repeatedly fails, remove the analyzer from service and escalate rather than relying on partial screen functionality.
5. Confirm Whether the Software Is Still Running
Observe whether clocks, indicators, prompts, or other screen elements continue to update. Check whether external functions continue normally.
Expected outcome: The problem can be classified as a touch-input failure or full software freeze.
This distinction should be documented for service personnel.
6. Perform a Normal Restart When Appropriate
After confirming no patient specimen is being processed and clinical testing has been redirected, perform a normal shutdown and restart using the approved user-accessible method.
Do not abruptly remove power unless directed by approved procedures.
Expected outcome: The analyzer restarts successfully and the touchscreen responds normally.
If the issue does not recur, continue with verification before returning to service.
7. Verify External Power Stability
Check the power cord, plug, and outlet for looseness or intermittent connection that might contribute to freezing or unexpected behavior.
Test the outlet using appropriate facility methods when indicated.
Expected outcome: Stable external power is supplied to the analyzer.
If correcting an external power issue prevents recurrence, complete final verification.
8. Perform Final Functional Verification
Navigate the normal clinical interface, verify touchscreen response across required controls, confirm the analyzer remains stable, and complete any required analyzer readiness or quality checks.
Expected outcome: The touchscreen responds consistently and software remains stable without freezing.
If achieved, troubleshooting is complete.
9. Escalate Recurring Freeze or Touch Failure
If the touchscreen remains partially or fully unresponsive, the software freezes again, or the analyzer cannot complete startup reliably, remove it from service.
Do not disassemble the display, replace internal components, or access restricted software functions without authorization.
Expected outcome: A persistent touchscreen, computer, software, storage, internal connection, or power-related issue is escalated for qualified service.
If the Problem Persists
External contamination, screen obstruction, normal restart, and power causes have been ruled out. Remaining possibilities include the touchscreen assembly, internal connections, embedded computer, software, storage, power electronics, or another service-level condition.
The analyzer should be:
- Removed from service
- Labeled Out of Service
- Sent for repair or bench evaluation
- Evaluated using appropriate Werfen documentation and approved test equipment
- Repaired, updated, or configured only by qualified personnel
Complete functional and quality verification before return to clinical use.
Knowing when repeated software or control instability makes the analyzer unreliable is proper troubleshooting.
Clinical Use Tip
A touchscreen that works only intermittently is not reliable enough for patient identification, test selection, or result handling.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Clinical staff reported that the GEM Premier 7000 touchscreen stopped responding during routine use."
Cause
What was observed during troubleshooting.
Example:
"Clinical Engineering found heavy dried cleaning residue across the touchscreen surface while the analyzer software remained active."
Resolution
What action was taken.
Example:
"Cleaned and dried the touchscreen using the approved method, verified reliable response across the display and stable analyzer operation, and returned the unit to service."
Helpful Details to Include (If Known)
- Full freeze or touchscreen-only failure
- Screen area affected
- Display condition
- Presence of residue or moisture
- Whether screen elements continued updating
- Restart result
- AC power condition
- Whether the problem recurred
- Readiness or QC status after restart
- Final analyzer status
Final Thought
Protect clinical testing first, then distinguish a dirty or obstructed touchscreen from a true software or hardware failure. Verify stable operation after any restart and remove recurring or partially responsive equipment from service for qualified evaluation.
That is successful troubleshooting.