Philips Telehealth Solutions Troubleshooting Sheet

Transcription

1 TeleStation M3812B/C Problem Description Questions to Ask Client Solution TeleStation fails to connect when using a landline (No Dial Tone Detected; Connection Failed) 1. Is the dial tone clear? Static/ stutter free? 1. Plug a phone into the phone jack and listen for a dial tone. You should hear a regular dial tone. If you hear a stutter tone, the patient may have voic s that they need to listen to. TeleStation fails to connect when using the edevice Cellular Accessory 2. Does patient have Voic service? 3. Does patient have VoIP phone service? 4. Is the phone cord securely connected to the Wall jack and the outlet on the back of TeleStation? 5. Does patient subscribe to DSL Internet? Is a DSL filter in place? 6. Is a cordless phone base connected to the rear of the TeleStation? Is the edevice securely connected to the TeleStation? Is the power cord securely connected to the edevice and the power outlet? How many of the lights on the front of the edevice are lit up? What color are the lights? 2. Clear out voic . Unanswered voic s that produce a stuttered dial tone may prevent the TeleStation from successfully completing an outgoing call. Have client clear voic s regularly to prevent transmission disruptions. 3. VoIP may require 1-3 calls to successfully transmit measurement data to the server. 4. Unplug and reconnect the phone cord from outlet on the back of the TeleStation; ensure that the plug on the phone cord is securely connected to the TeleStation. 5. Ensure that a DSL filter is in between the wall jack and the TeleStation to allow the modem to successfully dial into the server. 6. Remove cordless phone base from the TeleStation. Relocate to another location or utilize a splitter to share the same phone jack. Be sure to separate the TeleStation and cordless phone base by approximately 6 feet. Check the cable connections to ensure the device is properly connected. The number lights on the front of the edevice indicate the strength of the signal the edevice has on the cellular network. If only the yellow light is lit, or if only the yellow light and one green Philips Healthcare Page 1 of 19

2 light is lit, the edevice does not have a good signal for the wireless network Ideally, at least three of the green lights should be lit, this indicates that the edevice has a strong signal Ensure that the antenna is connected to the device. TeleStation holding data light is on constantly (when using the edevice Cellular Accessory only) TeleStation holding data light is on constantly (when connecting to a POTS line / wall jack only) Do you have the edevice Cellular Accessory attached to the TeleStation? Do you have a voic service through your telephone provider? (not an answering machine) Try moving the device to another location. Remember to keep it at least 40 inches away from the TeleStation. Make sure that the edevice and the TeleStation are at least 40 inches apart. Try moving the edevice to a location that is farther away from the TeleStation. To test the TeleStation: 1. Have the patient press the red button on the back of the unit and let go immediately. 2. Have the patient watch the TeleStation display. 3. If they see this sequence and the Data/Holding Results light does not go off, contact Philips Support. Dialing Connecting Transferring Data Session Complete. Note: The TeleStation may dial once or twice before the results are sent, this is normal. If the Holding Results light stays on after multiple dialing attempts, contact Philips Technical Support. Clear out voic . Unanswered voic s that produce a stuttered dial tone may prevent the TeleStation from successfully completing an outgoing call. Have client clear voic s regularly to prevent transmission disruptions. Philips Healthcare Page 2 of 19

3 TeleStation s power light is NOT on Is the phone cord securely connected to the TeleStation? Is the phone jack working? Would you please press the red button on the far back of the unit and let go immediately? Observe the messages on the display. Could the unit possibly have been damaged due to an electrical storm? Do you have long distance service? Is the phone line working properly? Has your phone company recently changed to DSL, Digital Voice, or VOIP? Is the electrical outlet viable? Does the plug easily sag or fall out of the outlet? Is the outlet controlled by a switch? Check connections at both the rear of the TeleStation and at the wall jack; ensure that both sites are snug. Connect a phone directly to the phone jack and ensure there is a dial tone. Wait and see if using phone light turns on followed by Dialing 1.( 4 digit #), Connecting, Transferring Data, Session Complete on the display. Then, the Data/Holding Results light should turn off. If there are any other messages on display, this could indicate a problem between the client s phone line and the server. If yes, please contact Philips Support to discuss possible replacement. Verify if client has long distance service; no block preventing outgoing long distance calls. Please have client dial the server directly to see if call can be completed without incident. If DSL, be sure a DSL filter is installed between the phone jack on the wall and TeleStation. If there is still a problem ask the client to verify with the phone service provider that the service supports Fax/Modems. Plug power supply into wall. Check the connection at the rear of the TeleStation. Plug a lamp into the outlet to see if it is a viable outlet. If wall outlet is loose, ask the client to use a different outlet. Both metal leads must make solid electrical contact. Take appropriate steps to ensure that electrical power to the TeleStation always remains on. Is the correct power supply being used? Verify it is a CUI Stack 9VAC adapter as shown. Could TeleStation have been damaged by an electrical storm or power surge? If yes, please contact Philips Support to discuss possible replacement. Philips Healthcare Page 3 of 19

4 No Activity Since displaying on the CUI One or more measurements does NOT come through on the Clinical Application Is TeleStation plugged in? Is the dial tone clear? Voic ? Are all connections secured (both phone cord and electrical supply)? Have you taken a measurement lately? Are there any cordless phones, cell phones, computers, or other electronic devices near the TeleStation? How far away are the devices from the TeleStation? A No Activity Device Problem is indicated when the server has not received a telephone call from the TeleStation in over a day. Determine why. Confirm the UID assigned within the CUI matches the UID at the patient s home. Have client complete a measurement and see if the Data/Holding Results light illuminates. Possible electronic interference problem. Position cordless phone/electronic devices at least 6 feet away from the TeleStation and Telemonitoring devices. If problem persists, move Philips Telemonitoring devices closer to the TeleStation. Note: The TeleStation and cordless phone can share a phone jack successfully, but you must use a splitter at the wall jack. Separate the TeleStation and cordless phone base by at least 6 feet. Refer to TeleStation Configuration document to ensure that the devices are installed correctly. Move devices closer, especially if more than 20 feet away from the TeleStation. Make sure that you complete a radio frequency test with each device to ensure that it can connect with the TeleStation. Where are the BP, SPO2, Scale, and RSR stored? Have client perform a Radio Frequency Test (RF) on device(s) in question. Note: The Steady Scale does not have the same range as the standard scale and is more sensitive to interference in the home. Place the Steady Scale as close to the TeleStation as possible. Move devices elsewhere. Devices may not transmit properly if stored in a drawer or closet prior to communication with the TeleStation. Hold down the small RF test button or on the measurement device display for at least seconds to verify a beep can be heard Philips Healthcare Page 4 of 19

5 from the TeleStation. Liquid spilled onto the TeleStation A dial 7 or 8 prefix is required to dial an outside line Glucose Meters Is the unit placed near a sink or anywhere liquids might spill onto it? Confirm prefix requirement with the patient/ caregiver. No measurements will be received until the appropriate devices are assigned. Measurements transmitted before device assignment was complete are gone; have patient repeat measurements. Verify correct UID assignment. Unplug the TeleStation power adapter from the wall or power strip. Unplug the phone connection cord from the wall jack. Use a towel to dry off the TeleStation (and edevice Cellular Accessory, if applicable), paying close attention to connection ports. When completely dry, plug the electrical and telephone cords back into the TeleStation and the edevice Cellular Accessory (if applicable). Make sure they snap into place. If using a landline, pick up your telephone receiver and listen for a dial tone. If you do not hear a dial tone, hang up and try again. If you still do not hear a dial tone, unplug the TeleStation. Connect your phone directly into the phone jack. Contact Philips Support to order a preconfigured TeleStation; a preconfigured TeleStation will be issued and clearly labeled as such. Do NOT reset the preconfigured dial "7" or "8" TeleStation upon receipt. Please keep this TeleStation separate from your existing inventory. Configuration can ONLY be completed at Philips. Problem Description Questions To Ask Client Solution Unknown glucose meter detected message is received Glucose Meter Not Recognized by the TeleStation What Glucose Meter make/model is being connected to the TeleStation? TeleStation is compatible and validated only with the following Bayer Contour Glucose Meters : 7151B (9545B), 7151C (9545C), 7151G, 7182 (9676), 7183 (9677), 7184 (9678), 7190 (9679), and Philips Healthcare Page 5 of 19

6 Glucose values received are not reported in the correct units in the CUI Glucose values are not being transmitted to the CUI Do you have the cable pushed all the way into the side of the Glucose Meter? Is the large end of the cable connected to the back of the TeleStation? Is the glucose meter turned on? Did the patient take their measurements as expected? Is the cable securely attached to 7191 (9680) as well as the LifeScan One Touch Basic, and the LifeScan One Touch Profile Glucose Meters. Ensure that the Serial Number on the rear of the TeleStation is SG4921xxxx or higher if using the Bayer Contour Glucose Meters. If the client is using a supported Bayer Contour Glucose Meter, ask them to look at the back of the TeleStation for the S/N. Only TeleStations with SN SG4921xxxx and higher support the Bayer Contour Glucose Meters. Ask the client to push firmly on the pin connector to ensure that the single pin connector is all the way into the Glucose Meter. Incomplete pin insertion can initiate TeleStation sensing of a devicebut unknown glucose meter will result. Ask the client to make sure that both ends of the glucose meter cable are securely attached to both the back of the TeleStation and the glucose meter. Once the glucose meter cable is connected (after a measurement has been taken) the glucose must be turned on. If the glucose meter was turned on after the TeleStation tried to find it, let the client know that the TeleStation will cycle again in another attempt to find the glucose meter and will be able to recognize the turned-on meter at that time. Is the correct unit selected under organization Set Up? Was mmol/ L selected instead of mg/dl? If mmol/ L is selected the values can only be between mmol/ L. Call patient to confirm measurements have been taken as expected. Review/ demonstrate proper Philips Healthcare Page 6 of 19

7 Inaccurate or No Results the rear of the TeleStation? Was the meter coded appropriately for the test strip vial in use? Have the test strips expired? Were any error codes presented on the glucose meter display? technique of glucose transmission with the patient. Consider connecting the cable securely to the TeleStation for the patient and leaving in place while measurements are to be expected. LifeScan One Touch Basic and LifeScan One Touch Profile require coding for accurate result Bayer Contour Glucose Meters utilize No Code technology. Ensure that the test strips have not met/ exceeded expiration date. Patient/ clinician should refer to the instructions for use manual specific to the meter in use for troubleshooting. Scale Models: M3813B (Standard Scale) and M3813C (Steady Scale) Problem Description Questions To Ask Client Solution Scale does not turn on Has the plastic strip been removed from the battery compartment? Were the batteries recently replaced? Turn over scale and remove plastic strip from the battery compartment. Note: The Steady Scale is heavy and patients should not move the scale unassisted. Verify that batteries were inserted properly. No speaker voice Low battery message? Replace batteries and perform a radio frequency test. Is the volume set to 0? Standard Scale: Momentarily press Speaker button to select a new volume level. (Volume 3 is recommended.) Cannot understand voice prompt. Is the scale set to the appropriate language? Steady Scale: Press and hold the Volume button for several seconds to select a new volume level. (Volume 3 is recommended.) Standard Scale: Momentarily press the language selector button on back of the scale. Philips Healthcare Page 7 of 19

8 Steady Scale: Press and hold the Language button on the display. The scale will announce English or Spanish. Error message on screen What is the error number? See the Troubleshooting section of the Instructions for Use document for details on the error numbers. Low battery message Weight is measured in wrong units Inaccurate readings Error Message 888 When were the batteries last replaced? Does the display reveal the measurement in pounds or kilograms? How is client using the scale? Has scale been moved, moved Batteries may be installed incorrectly, please replace batteries. Replace batteries and perform radio test. If measurement units have inadvertently been switched from KG to LB, change the setting on the scale: Steady Scale: Press the KG/LB button on the display. Standard Scale: The button to change the language is located on the bottom of the scale. If the patient is able, have them look at the bottom of the scale to adjust the language. Review proper technique with client. Standard Scale: If patient holds onto something during the measurement, the weight will be unstable, and you will not get an accurate reading. Assess need for steady scale. Steady Scale: If patient holds onto the handlebars, that weight is included in the weight measurement. Standard Scale: If patient holds onto something besides the handlebars, that weight is not included in the weight measurement. Determine if scale needs to be Philips Healthcare Page 8 of 19

9 between readings, bumped or dropped recently? replaced. If measurement units have inadvertently been switched from KG to LB, change the setting on the scale: Steady Scale: Press the KG/LB button on the display. Standard Scale: The button to change the language is located on the bottom of the scale. If the patient is able, have them look at the bottom of the scale to adjust the language. Would you please press the radio button (small button, left hand side of the unit)? Have the patient perform a radio test to determine if signals are received, the TeleStation should beep if the device is within range. If it does not please move scale closer to TeleStation and try again. Device does not transmit Hardware Malfunction displaying on the CUI. Would you please press the radio button (small button, left hand side of the unit)? Does patient exceed maximum weight capacity of 440 LB? Has a measurement been completed? Is the device in range? Is a cordless phone within 6 feet of the TeleStation? Are batteries inserted properly? Did patient remain on the scale too long? Can patient hear the Note: The Steady Scale does not have the same range as the standard scale and is more sensitive to interference in the home. Place the Steady Scale as close to the TeleStation as possible. Perform radio test to determine if signals are received. TeleStation should beep; if it does not, move scale closer to the TeleStation and try again. Weight should be within scale operating range. TeleStation has not received any data transmission since the date listed. The common remedies are to move the device closer to the TeleStation or to replace the device s batteries. Confirm the UID assigned within the CUI matches the UID at the patient s home. It is possible the scale is not being used correctly. Patient Philips Healthcare Page 9 of 19

10 voice prompt to step off? Was any error code received? Has any item been left on the device? may be standing on scale over 30 seconds after instructions to Step Off ; or an item has been left on the scale. Stuck Scale No Activity Since displaying on the CUI Do they receive repeatedly the voice prompt Please step off the scale (even if not standing on it? Does the device time out (falling underscores), and then Error? Has the scale been bumped or dropped recently? Moved between measurements? Has a measurement been completed? Is the device in range? Is a cordless phone within 6 feet of the TeleStation? Are batteries inserted properly? This situation may be present if a patient is asked to step off the scale several times; even when not standing on it. When batteries are removed and then replaced, the patient will be immediately told to Please step off the scale, and then the device will time out and error. No weight value will be obtained. Scale will need to be replaced; please contact Philips Support to facilitate this. Advise patient to keep the scale in one location and not move it between measurements. TeleStation has not received any data transmission since the date listed. The common remedies are to move the device closer to the TeleStation or to replace the device s batteries. Confirm the UID assigned within the CUI matches the UID at the patient s home. Philips Healthcare Page 10 of 19

11 Pulse Oximeter M3814A Problem Description Questions To Ask Client Solution Device does not turn on No speaker sounds (double beep, tick, tock) Error message on screen Low battery message No reading, redo error No reading, inaccurate reading (cool extremities) Were the batteries recently replaced? Low battery message? Was device dropped? Any evidence of damage? When were the batteries last replaced? How is client using the device? Is finger inserted correctly? Is client sitting still during reading? Wearing dark finger nail polish? Does client have abnormal hemoglobin? Are your hands cold to the touch? Verify that batteries were inserted properly. Replace batteries and perform radio test. Possible hardware malfunction. Review use model with client and consider replacement. Replace batteries and perform radio test. Review proper technique with client. Verify client s technique. Verify that finger sensor is clean. Have client remove dark nail polish. Device will not work with abnormal hemoglobin. Have patient warm hands (i.e. gently rub hands together, wash in warm water) to increase circulation to the fingers. Cold hands/poor perfusion may result in inaccurate readings. Device does not transmit Hardware Malfunction displaying on the CUI No pulse on Display Would you please press the radio button (small button, left hand side of the unit)? Has unit been bumped, dropped lately? Is the unit displaying any error messages? This is NOT a device malfunction. Perform radio test to determine if signals are received. The TeleStation will beep if the device is within range while button is pressed & held down. If not, move the device closer to the TeleStation. Please contact Philips Support to discuss possible replacement need. Devices with a Serial Number beginning with SN: US4731xxxx have the pulse rate turned OFF as a default. However, it will be displayed within the clinical application. If you wish to enable this function, please press and hold BOTH the Start and Test buttons for approximately 5 seconds. Pulse rate will then be viewed on the display. Philips Healthcare Page 11 of 19

12 No Activity Since displaying on the CUI Pulse Oximeter M3814B Has a measurement been completed? Is the device in range? Is a cordless phone within 6 of the TeleStation? Are batteries inserted properly? TeleStation has not received any data transmission since the date listed. The common remedies are to move the device closer to the TeleStation or to replace the device s batteries. Confirm the UID assigned within the CUI matches the UID at the patient s home. Problem Description Questions To Ask Client Solution Device does not turn on Were the batteries recently Verify that batteries were replaced? inserted properly. Error message: Low battery indicator Was device dropped? Any evidence of damage? When were the batteries last replaced? Possible hardware malfunction. Review use model with client and consider replacement. Replace batteries and perform radio test. No reading, redo error How is client using the device? Is finger inserted correctly? Is client sitting still during reading? Wearing dark finger nail polish? Does client have abnormal hemoglobin? Is the client trying to take the reading where there are a lot of bright lights? Review proper technique with client. Verify client s technique. Verify that finger sensor is clean. Have client remove dark nail polish. Device will not work with abnormal hemoglobin. Have the client move to a location in the home where there is normal to low lighting or lay a light cloth over their hand and the sensor while taking the reading. Philips Healthcare Page 12 of 19

13 Inaccurate reading (cool extremities) Device does not transmit No pulse on Display Are your hands cold to the touch? Would you please press the radio button (small button, left hand side of the unit)? This is NOT a device malfunction. Have patient warm hands (i.e. gently rub hands together, wash in warm water) to increase circulation to the fingers. Cold hands/poor perfusion may result in inaccurate readings. Have the client perform a radio test by pushing and holding the radio test button for at least 3 seconds. The TeleStation will beep if the device is within range and able to receive measurements from the device. If not, move the device closer to the TeleStation. Pulse rate display is turned OFF as a default. However, it will be transmitted and displayed within the clinical application. To enable the pulse rate display, please press and hold BOTH the START/STOP and buttons for approximately 5 seconds. will display if you have toggled to no pulse rate. will display if you have toggled to display the pulse rate. Blood Pressure M3815A Problem Description Questions To Ask Client Solution BP device does not turn on Were the batteries recently replaced? Verify that batteries were inserted properly. Cuff does not inflate Is the tube snugly inserted? Does the tube look damaged; are there any apparent cracks in the tubing? Is the stitching intact on the cuff? Reinsert tube; Connector should click into place. Replace BP cuff. Can you hear air leaking/escaping from cuff, Ensure that air hose is properly/snugly inserted into BP Philips Healthcare Page 13 of 19

14 tubing, or connection? unit. Replace cuff if necessary. Error message on screen What is the error number? Follow corrective actions in the appropriate troubleshooting section of the Instructions for Use. Device inflates and deflates without producing a measurement; or a possible Error 3 presents on the screen Inaccurate readings Is the tubing kinked (twisted), folded over, pinched at all? Was proper technique employed? Did patient rest for 5-10 minutes before performing BP. Did patient rest at least 5 minutes between successive measurements? Support arm on table, palm up, tubing straight, no twists or kinks; recommend threading/resting tubing comfortably between two fingers to prevent inadvertent jarring of the tubing. Reiterate and ensure proper technique is used: Arm supported on a firm surface at heart level; forearm flat, palm up, slight bend in elbow. Cuff 1 above elbow. Same arm used every day. Make sure 1-2 fingers can fit under the fastened cuff. You can verify the device accuracy by comparing its measured values to those of a known good device during an office visit. Error message on screen What is the error number? Follow corrective actions in the appropriate troubleshooting section of the Instructions for Use. Device does not transmit Hardware Malfunction displaying on the CUI Would you please press the radio button (small button, left hand side of the unit)? Has unit been bumped, dropped lately? Have patient perform a radio test to determine if signals are received. The TeleStation will beep if device is within range. If not, move device closer. Please contact Philips Support to discuss possible replacement need. Philips Healthcare Page 14 of 19

15 No Activity Since displaying on the CUI Low battery message (Poor technique, improper cuff size, poor tubing connection, etc. can drain the battery voltage faster than would be expected with just one measurement per day) Has a measurement been completed? Is the device in range? Is a cordless phone within 6 of the TeleStation? Are batteries inserted properly? When were batteries last replaced? How is cuff placed on arm? Proper cuff size? Is cuff properly snug? Did you rest before attempting to obtain a measurement? Was your arm supported, or moving while attempting to perform the measurement? TeleStation has not received any data transmission since the date listed. The common remedies are to move the device closer to the TeleStation or to replace the device s batteries. Confirm the UID assigned within the CUI matches the UID at the patient s home. Replace batteries as needed. Review proper application with client. Ensure client has proper cuff. Cuff should be snug; yet enabling 1-2 fingers to fit under cuff. Instruct patient to sit for 10 minutes prior to performing measurement. Have patient stay still while measurement is being performed. Blood Pressure Model M3815B Problem Description Questions To Ask Client Solution Device does not transmit Would you please press and hold the radio button for 5-10 seconds? The TeleStation will beep if device is within range. If not move the device closer the TeleStation. Low battery indicator; please change the batteries and perform the radio test to ensure that the device can successfully communicate with the TeleStation. displayed on screen Did you move during the measurement? Take your blood pressure again, being sure to remain very still during the measurement. Cuff is not fastened correctly. Refasten the cuff Take your blood pressure again. Philips Healthcare Page 15 of 19

16 Inaccurate readings No Activity Since displaying on the CUI BP does not turn on Was proper technique employed? Did patient rest for 5-10 minutes before performing BP. Did patient rest at least 5 minutes between successive measurements? Has a measurement been completed? Is the device in range? Is a cordless phone within 6 of the TeleStation? Are batteries inserted properly? Were the batteries recently replaced? Reiterate and ensure proper technique is used: Arm supported on a firm surface at heart level; forearm flat, palm up, slight bend in elbow. Cuff 1 above elbow. Same arm used every day. Make sure 1-2 fingers can fit under the fastened cuff. You can verify the device accuracy by comparing its measured values to those of a known good device during an office visit. TeleStation has not received any data transmission since the date listed. The common remedies are to move the device closer to the TeleStation or to replace the device s batteries. Confirm the UID assigned within the CUI matches the UID at the patient s home. Verify that batteries were inserted properly. Rhythm Strip Recorder Model M3816A Problem Description Questions To Ask Client Solution Poor heart rhythm measurement or the TeleStation is not receiving the heart rhythm measurement Are the wrist bands snugly placed on the appropriate wrist (White on Right, etc?) Instruct patient to gently push the wristbands up his/her arms until there is a smooth, snug fit against the skin. Device does not transmit Excessive Artifact/ Poor tracing quality Is the device too far from the TeleStation? Would you please press and hold the radio button for more than 5 seconds (small button, left hand side of unit)? Did you hold still while performing measurement? Were wrist bands snug? Did you speak during tracing? Perform a Radio Test to determine if signals are received. Verify that batteries were inserted properly. Move the device closer to the TeleStation. The TeleStation will beep if device is within range. If not move the device closer to the TeleStation. Request that patient remain quiet and still during tracing. Review proper technique with patient. If tracing quality does not improve, have patient lightly dampen Philips Healthcare Page 16 of 19

17 Hardware Malfunction displaying on the CUI No Activity Since displaying on the CUI Software Application Problem Description No measurements show up in computer/ Yellow N/R is viewed within the clinical application Some or all measurements are not displayed within the clinical application. Slow Performance/ Java Related Issues Was the Start button was held down too long? Is the Start button is stuck in the Start position? Has a measurement been completed? Is the device in range? Is a cordless phone within 6 of the TeleStation? Are batteries inserted properly? Questions To Ask Client/ Steps To Be Verified by User Did you take your measurement today at your regular time? (patient missed daily measurement) Is Java connection Direct or by Proxy? Confirm with your IT department if it you are authorized to direct connect to Java. (apply a small amount of moisture) to his/her wrists; quality should improve. If possible, request patient use a fleshier part of their wrist for tracing; and not place wrist bands directly over bone. If in doubt about accuracy compare the rhythm strip against an ECG taken with a conventional cardiograph. Press the Start button momentarily and wait for the Rhythm Strip Recorder to begin beeping. Please contact Philips Support to discuss possible replacement need. TeleStation has not received any data transmission since the date listed. The common remedies are to move the device closer to the TeleStation or to replace the device s batteries. Confirm the UID assigned within the CUI matches the UID at the patient s home. Solution For better compliance, have client perform his/her measurements at the same time each day. Do not skip measurements. Troubleshoot the TeleStation and individual measurement device(s) Change the Java network settings to a Direct Connection. Proceed to Settings, select Control Panel, and then select Java. When the Java Control Panel pop-up appears, select Network Settings. Highlight the Direct Connect circle in the Network Settings pop up box, then click on OK. Philips Healthcare Page 17 of 19

18 Unable to access the CUI Are you using the correct URL? Confirm that the following URL is in use within the browser: and click configure (if 1 st time accessing the CUI), or click run after initial set up has been completed. Save the URL to your favorites or the icon to your desktop for future convenience. Error made when documenting a patient note/ documented on the wrong patient Are you using Correct Company Code? Logon? Password? Are you able to access the CUI on another computer? Has the computer you are using been configured to allow access to the CUI? Forgot Password Ensure you have selected and opened the incorrect note. Please try to log on again. If you need assistance, please call the Philips Support Line. If the computer has not been configured, please see above. Contact your organization s administrator to reset your password. Locate the Strike button found within the Patient note pop up box. Confirm you wish to strike out the note. Then select the button (this step cannot be Undone). The date, time and user performing this task will be associated with the Strike Out. flag notification is not being received as expected Was this capability requested by your agency? If this functionality is enabled for your agency: Check to see if that the correct address was entered, Verify that the appropriate flag fields have been selected for receipt within the notification. Were Medical Record Numbers completed within the CUI? If the Medical Record Number field is blank for a patient, the ed details will be blank. Every 20 minutes the application will look for new flags since the last Philips Healthcare Page 18 of 19

19 Survey is not available for Triggered Survey selection Preview button does not show up in Multi-Print tab of Patients screen or Preview Report button does not show up in Reports tab of Admin. screen Please Note: Has the survey been designated by the agency for trigger availability? Do you have a PDF printer application installed on your system? time it checked, and will send out s. Network issues outside of Philips control may delay receipt of alert. The alert notification is not Real Time. Proceed to the Administration button of the CUI: Select the Survey Details tab, and locate the Manage List button in the lower right hand corner of the screen Locate the desired survey and see if it is available for Triggered assignment If not, highlight the desired survey and select Configure. You will receive a pop up box allowing you to designate the survey s availability. Select OK when done. The CUI will show the Preview button if a PDF printer is installed on the system. The application locates a PDF printer by looking up printer services and searches for PDF, Distiller, Acrobat and/or Adobe in any of their names. Adobe PDF is the officially supported one, Others may also work, but we cannot guarantee nice display on screen. To ensure appropriate client care, it is important for every customer to establish policies regarding follow-up with clients who have missed their measurements. For any other issues or unresolved problems, please contact the Telehealth Solutions Response Center at Philips Healthcare Page 19 of 19