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Model
What This Guide Helps With
Troubleshooting missing, dim, incorrect, or intermittent visual prompts and abnormal status indicators caused by batteries, accessories, contamination, damage, or internal failure.
Step-by-Step Troubleshooting
1. Ensure Patient Safety First
Do not perform extended troubleshooting while the AED Plus is required for an active cardiac-arrest response.
If a display, pictogram, or indicator fails during patient care:
- Continue CPR according to the facility’s emergency-response procedure.
- Obtain another verified AED or manual defibrillator immediately.
- Follow audible prompts only while transferring care to the replacement device.
- Do not rely on an AED whose readiness or rescue instructions cannot be visually confirmed.
Expected outcome: Patient care no longer depends on an AED with uncertain visual-prompt or readiness-indicator operation.
Continue Clinical Engineering troubleshooting only after the AED Plus has been removed from active service.
2. Identify the Exact Visual Failure
Power on the AED in a safe, nonclinical area and determine whether the complaint involves:
- A blank or unreadable message display
- Missing or incorrect rescue pictograms
- Pictogram indicator lights that do not illuminate
- A dim, flickering, or intermittent display
- A Shock button light that does not illuminate when expected
- A red “X,” blank condition, or abnormal indication in the status window
- Visual prompts that do not correspond with the audible instructions
Record whether voice prompts and tones remain functional.
Expected outcome: The failure is narrowed to the message display, rescue pictograms, individual lights, status indicator, or the entire visual interface.
3. Inspect the AED Exterior
Turn the device off and inspect:
- The display window for cracks, clouding, scratches, or liquid intrusion
- Rescue pictograms for physical damage or separation
- The status-indicator window for obstruction or damage
- The Shock button and surrounding light
- The enclosure for impact damage, loose sections, or deformation
- The device for contamination, residue, or evidence of improper cleaning
Clean only according to approved facility and manufacturer procedures. Do not allow liquid to enter the AED.
Expected outcome: All visual areas are clean, unobstructed, and physically intact.
If cleaning removes an obstruction and the visual indicators operate normally during testing, document the correction and stop.
4. Check the Status Indicator Before Power-On
With the AED turned off, inspect the status window.
A green check indicates that the AED passed its most recent self-test and is considered ready. A red “X,” warning beep, or failure to show the expected ready indication requires further evaluation.
Expected outcome: The normal green readiness indication is visible with the device off.
Do not return the AED to service solely because it powers on if its normal readiness status cannot be verified.
5. Confirm Battery Condition and Installation
Inspect the installed batteries for:
- Correct battery type
- Matching battery manufacturer and date code when required by facility policy
- Expiration or service-life concerns
- Leakage, corrosion, swelling, or damaged terminals
- Incorrect orientation
- Loose or incomplete installation
Remove and reinstall the battery set only when the AED is out of service. Ensure each battery is fully seated.
After reinstalling batteries, allow the AED to complete its startup and self-test sequence.
Expected outcome: The batteries are correctly installed, free from damage, and capable of supporting a complete self-test.
If battery condition is questionable, replace the complete battery set with an approved, known-good set. Do not mix old and new batteries.
6. Inspect the Electrode Connection
Confirm that the electrode cable is fully connected to the AED and that the connector is not:
- Partially inserted
- Loose
- Contaminated
- Bent or cracked
- Pulled away from the cable
- Connected to an opened, expired, or damaged electrode package
A red status indication or readiness warning may result from an electrode cable that is not correctly attached.
Expected outcome: A compatible, serviceable electrode package is properly connected.
If reseating or replacing the electrode package restores the green status indication and all visual prompts pass testing, document the correction and stop.
7. Perform a Controlled Power-On Test
Power on the AED and observe the complete startup sequence without connecting it to a patient.
Verify:
- The display activates and remains readable
- Rescue pictograms or their indicator lights illuminate in the expected sequence
- Audible instructions correspond with visual instructions
- The Shock button light activates only during the appropriate test sequence
- No section remains permanently dark, illuminated, distorted, or frozen
- The device does not restart or shut down unexpectedly
The AED Plus uses coordinated audio and visual prompts to guide rescue actions and CPR performance.
Expected outcome: Visual and audible prompts operate together without missing, incorrect, or intermittent indications.
If the failure is reproduced, record the exact point in the sequence where it occurs.
8. Check for Environmental Effects
Confirm the AED has not recently been exposed to:
- Temperature outside its approved storage range
- Condensation following movement between hot and cold locations
- Excessive moisture
- Direct sunlight causing poor visibility
- Dust or debris
- Chemical cleaners that may damage display surfaces
- Recent impact, vibration, or a drop
Move the AED to a clean, dry, temperature-controlled area and allow it to stabilize before retesting. Do not apply external heat.
Expected outcome: Temporary environmental conditions are eliminated as the cause.
The AED Plus is designed for demanding environments, but visible moisture, condensation, or impact damage still requires careful evaluation before reuse.
9. Compare With a Known-Good AED Plus When Available
Use another verified AED Plus of the same configuration to compare:
- Status-window appearance
- Display brightness and contrast
- Startup pictogram sequence
- Indicator-light timing
- Audible and visual prompt coordination
Do not use a training unit as the sole performance reference unless its differences are clearly understood.
Expected outcome: Normal model behavior is distinguished from a genuine display or indicator failure.
10. Complete the Approved Readiness or Functional Check
Perform the facility-approved AED Plus readiness and functional inspection.
Verify:
- Successful self-test
- Green status indication after testing
- Readable visual prompts
- Correct pictogram sequence
- Functional indicator lights
- Proper audible prompts
- Serviceable batteries and electrodes
- No unresolved fault indication or warning beep
Do not perform an unauthorized shock-delivery test or connect the AED to a person. Use only approved test equipment and procedures when therapy verification is required.
Expected outcome: The AED completes the approved test with all visual, audible, readiness, and accessory checks passing.
If every test passes and the original complaint cannot be reproduced, document the inspection findings and follow facility policy for intermittent failures before returning the device to service.
If the Problem Persists
If the display remains blank, dim, distorted, frozen, or intermittent—or if pictograms, indicator lights, the Shock button light, or status window remain unreliable after batteries, electrodes, cleanliness, environment, and external damage have been checked—the common external causes have been ruled out.
The failure may involve an internal display assembly, light source, control circuit, wiring connection, self-test system, or power-regulation component.
The AED should be:
- Removed from service
- Labeled Out of Service
- Replaced with a verified AED
- Sent for authorized repair or bench evaluation
- Evaluated according to the current ZOLL service documentation
Do not open the enclosure or attempt board-level repair without manufacturer authorization, proper training, and approved service procedures.
Knowing when to stop and escalate an unresolved visual or readiness failure is proper troubleshooting.
Clinical Use Tip
Do not troubleshoot unreliable visual prompts while the AED is supporting an active patient. Move emergency coverage to another verified defibrillator before evaluating the affected unit.
Even when voice prompts remain audible, missing pictograms or an abnormal status indicator can prevent rescuers from confirming instructions or AED readiness.
Work Order Documentation (CCR Method)
CCR = Complaint, Cause, Resolution
Complaint
What was reported by the clinical staff.
Example:
"Clinical staff reported that the AED Plus powered on, but the rescue pictograms did not illuminate and the status window displayed a red “X.”"
Cause
What was observed during troubleshooting.
Example:
"Inspection found the CPR-D-padz connector partially seated, preventing the AED from completing its normal readiness check."
Resolution
What action was taken.
Example:
"Reseated the electrode connector, completed the approved startup and readiness test, verified all pictograms and indicator lights, and confirmed a green status check before returning the AED to service."
Helpful Details to Include (If Known)
- Exact visual component affected
- Green check, red “X,” or blank status window
- Warning beep present while powered off
- Display condition during startup
- Pictogram sequence observed
- Shock button light behavior
- Audible prompts functional
- Battery age and condition
- Known-good battery set tested
- Electrode type, expiration, and connection
- Exterior damage or contamination
- Moisture or temperature exposure
- Failure intermittent or constant
- Approved readiness test result
- Final device status
Final Thought
A visual-interface failure can affect both rescue guidance and readiness verification. Protect the patient first, rule out batteries, electrodes, contamination, damage, and environmental causes, then escalate unresolved failures appropriately. Detailed CCR documentation preserves the evidence needed for safe repair and future trend analysis.
That is successful troubleshooting.