16. Troubleshooting
This chapter provides information and instructions for troubleshooting the system.
WARNING!
Do not use the probe if there is any sign of damage. Contact Support. See Getting Support [91]
for more information.
16.1. Troubleshooting
CAUTION!
Ignoring the app alerts and messages may result in the system becoming inoperable.
Table 13, “Troubleshooting” [87] lists the troubleshooting issues and resolutions. See Getting Support [91] for
more information.
NOTES
• If you are unable to resolve an issue, please note the issue and report it to Support for
assistance. For more information, see Getting Support [91].
• Call a health care professional for emergency assistance if troubleshooting reveals a patient
health problem rather than a mobile device problem.
• To report a complaint or incident, contact the FDA Problem Reporting Program, MedWatch, at
1-800-332-1088, or on the Internet: www.fda.gov/Safety/MedWatch/.
Table 13. Troubleshooting
Issue
Resolution
App will not start Unplug the probe, delete and reinstall the app.
App crashes
Close the App and restart the app.
Check for software updates in the applicable app store.
App opens but will not scan
images
Close the App and restart the app.
Make sure the probe is charged. If the probe is charged, contact Support.
Imaging Issues
Image quality degraded Make sure you are using enough approved ultrasound gel. If quality does not improve, contact Support.
Blank screen or screen no
longer updates
Close the App and restart the app.
Unplug the probe from the mobile platform (mobile device) and reconnect.
Image degradation or
occurrence of image artifacts
Make sure you are using the appropriate preset and the depth is appropriate for the anatomy being scanned.
Make sure the brightness on your screen is set to the recommended setting of 65%.
To determine if your probe is damaged, activate the probe self-test. For details, see Performing the Probe
Diagnostic Test [81]
Study Issues
Troubleshooting
Troubleshooting 87
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