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Symptom Potential Causes Next Steps
Masimo Cloud
unavailable
•
Wi-Fi is not turned on and/or not
correctly configured.
• Wireless service is weak or
unavailable in the current location.
•
Ensure the smart phone is within range of the wireless
network for connection to the system.
• Check that the wireless feature for smart phone is on and
correctly configured. Refer to the smart phone's
Operator's Manual or Directions For Use.
• Check Wi-Fi network settings and availability.
• Check wireless availability for location.
• Update the smart phone software. Refer to the smart
phone's Operator's Manual or Directions For Use.
•
Contact Masimo Customer Support. See Customer
Incorrect user
data is
displayed
•
Incorrect user currently logged into
the Masimo Stork App.
•
Ensure the correct user is logged into the Masimo Stork
App.
• Log out the incorrect user and log into the correct
account.
• Restart the Masimo Stork App and login to the system.
•
Contact Masimo Customer Support. See Customer
NO user data
is displayed
•
Incorrect user logged into the
Masimo Stork App.
• Wi-Fi is not correctly configured.
• Smart phone settings are incorrect.
• Sensor is not connected to the
Masimo Stork Hub.
• No previous sessions have been
recorded.
•
Ensure the correct user is logged into the Masimo Stork
App.
• Restart Masimo Stork App and login to the system.
• Check that the wireless feature is correctly configured.
Refer to the smart phone's Operator's Manual or
Directions For Use.
• Check network settings and availability. May have to call
network provider for further assistance.
•
Contact Masimo Customer Support. See Customer
Delayed data
updates
• Wi-Fi is not correctly configured.
• Check that the wireless feature is correctly configured.
Refer to the smart phone's Operator's Manual or
Directions For Use.
• Check network settings and availability. You may need to
call network provider for further assistance.
• Restart Masimo Stork App and login to the system. See
•
Contact Masimo Customer Support. See Customer
User alarms
do not appear
during events
• Incorrect user currently logged into
Masimo Stork App.
• Wi-Fi network not available.
• System settings have changed.
• Ensure Masimo Stork is connected to Wi-Fi. See
Stork Hub Setup on page 19.
• Ensure the correct user is logged into Masimo Stork App.
• Restart Masimo Stork App and login to the system.
• Ensure alert notification settings are turned on.
• Contact Masimo Customer Support. See Customer
Support on page 57.
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