Ezono 3000 Operator's manual

eZono Service Documentation
QW-04: eZono 3000 Troubleshooting Guide
Document Number: eZono_3000_customer_troubleshooting_guide
Version: 1.1
Owner: Fenia Gr paiou
Date of Issue: 09 March 2015
Status: Approved
© eZono AG, 2009-2015
eZono Confidential
This document and all of its contents are protected by copyright and are owned and controlled by
eZono AG. The contents of this document are confidential and must not be disclosed to any 3rd
party without the express written consent of eZono AG or in the accordance with the terms of a
written contract with eZono AG

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
DOCUMENT REVISION HISTORY
Date Person Version Reason
19/11/ 9 Robert Sweeney 1. Initial approved document.
15/11/13 Fenia Grypaiou 1. .1
Proposal for reviewed document . Added steps on chapter 2 and
reviewed appendix A. Added appendix B.
1 /12/13 Fenia Grypaiou 1. .2
Finalizing the document and sending for review. Added appendixes C
and D.
9/ 3/15 Fenia Grypaiou 1.1 Document update (see DCR2 15- 13)
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page ii

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
TABLE OF CONTENTS
DOCUMENT REVISION HISTORY............................................................II
TABLE OF CONTENTS...............................................................................III
1. INTRODUCTION.......................................................................................1
1.1 Purpose.................................................................................................................................................................. 1
1.2 Scope..................................................................................................................................................................... 1
1.3 Glossar ................................................................................................................................................................. 1
1.3.1 Acron ms....................................................................................................................................................... 1
1.3.2 Definition of terms......................................................................................................................................... 1
1.4 References.............................................................................................................................................................. 2
1.5 Document overview.............................................................................................................................................. 2
. SYSTEM TROUBLESHOOTING................................................................3
2.1 Identif issue.......................................................................................................................................................... 3
2.2 Power related issue................................................................................................................................................ 5
2.3 Batter related issue............................................................................................................................................... 7
2.4 Displa related issue.............................................................................................................................................. 9
2.5 GUI start-up issue................................................................................................................................................ 10
2.6 Touchscreen issue................................................................................................................................................ 11
2.7 Fixed touch buttons issue.................................................................................................................................... 12
2.8 Transducer detection issue................................................................................................................................... 13
2.9 Image qualit issue............................................................................................................................................... 14
2.10 Audio related issue............................................................................................................................................. 16
2.11 S stem overheating............................................................................................................................................ 17
2.12 S stem error message......................................................................................................................................... 18
2.13 Frequentl asked questions................................................................................................................................ 19
2.14 eZono support................................................................................................................................................... 19
2.14.1 Support information................................................................................................................................... 19
2.14.2 Contact details............................................................................................................................................ 19
3. APPENDIX A – SYSTEM SOFTWARE UPGRADE.................................. 0
4. APPENDIX B - EXPORT LOG FILES........................................................
5. APPENDIX C - ERROR MESSAGES RELATED TO THE BATTERY...... 3
6. APPENDIX D - CUECARDS ISSUE.......................................................... 5
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page iii

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
1. Introduction
1.1 Purpose
This document is primaril written for customers of the eZono 3000 s stem. Its purpose is to help troubleshoot
issues with the eZono 3000 ultrasound s stem, suggesting actions that ma help to avoid the unnecessar return of a
s stem to the eZono Service Centre for assessment of an issue that ma have been remedied b the customer.
1. Scope
The intended audience of this document is as follows:
•eZono customer (primaril )
•eZono customer service department
•eZono qualit department
•eZono Service Centre
1.3 Glossary
1.3.1 Acronyms
ESC eZono Service Centre
FAQ Frequentl Asked Question
GUI Graphical User Interface
LCD Liquid Cr stal Displa
LED Light Emitting Diode
RMA Return Merchandise Athorisation
1.3. Definition of terms
Customer In this document, “customer” refers to the part that purchased the s stem directl from
eZono. Therefore, in almost all cases, customer refers to an eZono distributor that has received
training of s stem operation and maintenance.
Field fix Refers to the action taken b the customer that has successfull resolved a s stem issue and has
avoided the unnecessar return of the s stem to the ESC.
RMA form The RMA form is used b the customer to record information relating to the s stem being
returned under the eZono RMA process described in reference document [2].
S stem In this document, “s stem” is used to refer to the eZono 3000 portable ultrasound s stem
without peripherials (eg batter , power suppl , transducer, stand etc).
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 1 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
1.4 References
[1] eZono 3000 User Manual
[2] eZono_Elbe_customer_RMA_process
[3] eZono_Elbe_customer_RMA_form
1.5 Document overview
The following chapters of this document are organised as follows:
•Chapter – System troubleshooting
The first section of this chapter attempts to identif the t pe of issue being experienced b the customer.
Subsequent sections then provide a troubleshooting guide that deal with the identified issue.
•Appendix A – System upgrade
This appendix describes the process of upgrading s stem software.
•Appendix B – Export log files
This appendix describes the process of exporting log files.
•Appendix C – Error messages related to the battery
This appendix describes the error message related to the batter .
•Appendix D – CueCards issue
This appendix describes the error message that could appear during the cuecards installation.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 2 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
. System troubleshooting
.1 Identify issue
The following flow diagram attempts to identif the nature of s stem issue experienced b the customer. It also
provides references to appropriate sections of this document detailing the actions to be taken to troubleshoot given
issues.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 3 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 4 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
. Power related issue
Set-up
The issue occurs while the s stem is set up as follows:
1. The power suppl is connected.
. The batter is NOT inserted.
Symptom
The issue causes the following s mptoms:
•The power pushbutton is pressed but the power status LED remains OFF – the s stem does not turn ON.
Diagnoses
The following information collection can be helpful to help diagnose and remed the issue:
1. Note if the power pushbutton can be heard to “click” when pressed and “click again when released.
. Did the s stem or power suppl suffer a drop, impact or other event which ma have triggered the issue?
3. Note if power suppl casing is cracked or displa s an other sign of damage.
4. Note if the power suppl cords are cracked, pinched, badl twisted or displa s an other sign of damage.
5. Using a multimeter, measure if the output of the power suppl is 19V.
6. Insert a batter . Note if the s stem power status LED turns ON when the power pushbutton is pressed.
7. Connect a different known-good power suppl . Note if the same s mptoms are observed.
Field fix
The following actions ma help to avoid the return of the s stem to the ESC for inspection:
1. Confirm that the mains Voltage outlet is good.
. If an international mains Voltage plug adapter is used then confirm that the adapter is good.
3. Confirm that the mains cord is securel connected to the mains Voltage outlet AND to the power suppl .
4. Use a known-good s stem power suppl .
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 5 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
RMA
If the issue is resolved b using a known-good power suppl then it will be necessar to return the fault power
suppl to the ESC for inspection.
If the issue is not resolved b using a known-good power suppl then it will be necessar to return of the s stem to
the ESC for inspection.
•Initiate RMA process described in reference document [2] b submitting a completed RMA form [3] to
eZono.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 6 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
.3 Battery related issue
Set-up
The issue occurs while the s stem is set up as follows:
1. The batter is removed (important) and then re-inserted.
. The power suppl is NOT connected.
Symptom
The issue causes the following s mptoms:
1. The power pushbutton is pressed but the power status LED remains OFF – the s stem does not turn ON.
. The power status LED turns ON but turns OFF after an unexpected short amount of time – s stem turns
OFF.
3. When the power suppl is connected the batter status LED does not start to slow flash green after 15
seconds.
Diagnoses
The following information collection can be helpful to help diagnose and remed the issue:
1. Note which s mptoms listed above are observed.
. Did the s stem or batter suffer a drop, impact or other event which ma have triggered the issue?
3. Note if the batter casing is cracked or displa s an other sign of damage.
4. The batter contains a small LCD that indicates the remaining charge of the batter .
Note the number of black indicator bars on the LCD (Min 0, Max 5).
5. Insert the batter , connect the power suppl and perform the following checks:
•Note if after 15 seconds the batter status LED starts to slow flash green.
•If es then after 40 minutes note if the number black indicator bars on the batter LCD has
increased.
•If es then continue to charge the batter for a further 3 hours.
•Then remove power suppl , turn ON the s stem and note s stem operation time on batter onl .
6. Connect a different known-good batter that has at least 2 black bars on the batter charge indicator LCD.
Note if the same s mptoms are observed.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 7 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
Field fix
The following actions ma help to avoid the return of the s stem to the ESC for inspection:
1. Ensure that the batter is full inserted such that the batter cover can be fitted in place.
. Connect the power suppl to allow batter to be charged.
- Charging is indicated b the batter status LED slow flashing green.
- Batter charge can be observed in the GUI (Press the Utilities button followed b the Setup tab).
- Charging batter to full capacit can be expected to take a maximum of 4 hours.
3. Use a known-good batter .
RMA
If the issue is resolved b using a known-good batter then it will be necessar to return the fault power suppl to
the ESC for inspection.
If the issue is not resolved b using a known-good batter then it will be necessar to return of the s stem to the ESC
for inspection.
•Initiate RMA process described in reference document [2] b submitting a completed RMA form [3] to
eZono.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 8 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
.4 Display related issue
Set-up
The issue occurs while the s stem is set up as follows:
1. The power suppl is connected.
. The batter is not inserted.
3. The transducer is not connected.
Symptom
The issue causes the following s mptoms:
•The power status LED is ON but the displa shows no content and remains black.
Diagnoses
The following information collection can be helpful to help diagnose and remed the issue:
1. Did the s stem suffer a drop, impact or other event which ma have triggered the issue?
. Remove the batter cover.
Look into the empt batter ba towards the back of the displa .
Note if it the white light of the displa backlight can be seen.
Field fix
The following actions ma help to avoid the return of the s stem to the ESC for inspection:
•Power down the s stem b pressing power button for longer than 5 seconds and then turn ON again.
RMA
Failing a successful field fix, it will be necessar to return the s stem to the ESC for inspection
•Initiate RMA process described in reference document [2] b submitting a completed RMA form [3] to
eZono.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 9 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
.5 GUI start-up issue
Set-up
The issue occurs while the s stem is set up as follows:
1. The power suppl is connected.
. The batter is not inserted.
3. The transducer is not connected.
Symptom
The issue causes the following s mptoms:
•Something appears on the s stem displa but the GUI does not start up.
Diagnoses
The following information collection can be helpful to help diagnose and remed the issue:
1. Did the s stem suffer a drop, impact or other event which ma have triggered the issue?
. Note the content of the displa . This can give a clue to the source of the issue.
Field fix
The following actions ma help to avoid the return of the s stem to the ESC for inspection:
•Power down the s stem b pressing power button for longer than 5 seconds and then turn ON again.
RMA
Failing a successful field fix, it will be necessar to return the s stem to the ESC for inspection
•Initiate RMA process described in reference document [2] b submitting a completed RMA form [3] to
eZono.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 10 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
.6 Touchscreen issue
Set-up
The issue occurs while the s stem is set up as follows:
•None specific (it is assumed onl that the GUI is visible).
Symptom
The issue causes the following s mptoms:
1. Touchscreen does not function – GUI navigation is not possible.
. Touchscreen sensitivit to touches is poor - GUI navigation is difficult.
3. Touchscreen hit location is not accurate - GUI navigation is difficult.
Diagnoses
The following information collection can be helpful to help diagnose and remed the issue:
1. Note if the issue is also associated with another issue or warning message.
. Note if issue can be reproduced in a consistent and repeatable manner.
3. Did the s stem suffer a drop, impact or other event which ma have triggered the issue?
4. Note if touchscreen is badl scratched or cracked.
Field fix
The following actions ma help to avoid the return of the s stem to the ESC for inspection:
1. Ensure that the touchscreen sensitivit is set to the user's preference:
•Press the Utilities button on the touchscreen.
•Press the Setup tab.
•Increase the Touchpad sensitivity control slider to maximum.
. Perform the touchscreen calibration procedure (if possible):
•Press the Utilities button on the touchscreen.
•Press the aintenance tab.
•Press the Touchscreen setup button.
RMA
Failing a successful field fix, it will be necessar to return the s stem to the ESC for inspection
•Initiate RMA process described in reference document [2] b submitting a completed RMA form [3] to
eZono.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 11 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
.7 Fixed touch buttons issue
Set-up
The issue occurs while the s stem is set up as follows:
1. The GUI is visible and navigation b touchscreen is possible.
. A transducer is connected.
Symptom
The issue causes the following s mptoms:
1. One or more of the fixed touch buttons cannot be activated or is difficult to activate.
. One or more of the fixed touch buttons activates without an user touch being made.
Diagnoses
The following information collection can be helpful to help diagnose and remed the issue:
1. Note for which button(s) the issue is observed.
. Note if the issue is also associated with another issue or warning message.
3. Note if issue can be reproduced in a consistent and repeatable manner.
4. Did the s stem suffer a drop, impact or other event which ma have triggered the issue?
5. Note if black frame containing the fixed touch buttons can be seen to move significantl when pressed.
6. Note if the frame or surrounding plastic housing is cracked or otherwise damaged.
Field fix
The following actions ma help to avoid the return of the s stem to the ESC for inspection:
1. Note that fixed touch buttons must be pressed for at least 1 second for activation.
. The fixed touch buttons can be activated b un-gloved or gloved fingertip but NOT b st lus!
3. Ensure that liquids, gels etc. are not present in the area surrounding the fixed touch buttons.
RMA
Failing a successful field fix, it will be necessar to return the s stem to the ESC for inspection
•Initiate RMA process described in reference document [2] b submitting a completed RMA form [3] to
eZono.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 12 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
.8 Transducer detection issue
Set-up
The issue occurs while the s stem is set up as follows:
1. The GUI is visible and navigation b touchscreen is possible.
. A transducer is connected.
Symptom
The issue causes the following s mptoms:
•An active image (indicated b a blue square in the top left corner of the image) is not displa ed.
Diagnoses
The following information collection can be helpful to help diagnose and remed the issue:
1. Note if the transducer detection issue is also associated with another issue or warning message.
. Note if the issue can be reproduced in a consistent and repeatable manner.
3. Did the s stem or transducer suffer a drop, impact or other event which ma have triggered the issue?
4. Note if transducer plug housing is cracked or displa s an other sign of damage.
5. Connect a different known-good transducer and note if it is detected (active image shown).
Field fix
The following actions ma help to avoid the return of the s stem to the ESC for inspection:
1. Disconnect and reconnect the transducer.
. Ensure that the transducer is indeed locked in position – tr to extract the transducer when it is locked.
3. Power down the s stem b pressing power button for longer than 5 seconds and then turn ON again.
4. Use a known-good transducer.
RMA
If the issue is resolved b using a known-good transducer then it will be necessar to return the fault transducer to
the ESC for inspection.
If the issue is not resolved b using a known-good transducer then it will be necessar to return of the s stem to the
ESC for inspection.
•Initiate RMA process described in reference document [2] b submitting a completed RMA form [3] to
eZono.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 13 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
.9 Image quality issue
Set-up
The issue occurs while the s stem is set up as follows:
1. The GUI is visible and navigation b touchscreen is possible.
. A transducer is connected.
Symptom
The issue causes the following s mptoms:
1. The ultrasound image contains lines or patches in the vertical axis that are noticeabl brighter or darker than
the surrounding image.
. The brightness control buttons do not adjust image brightness.
3. The contrast control buttons do not adjust image contrast.
4. The time gain control buttons do not adjust brightness at different image depths.
Diagnoses
The following information collection can be helpful to help diagnose and remed the issue:
1. Note if the image qualit issue is also associated with another issue or warning message.
. Note if the image qualit issue can be reproduced in a consistent and repeatable manner.
3. Note if the issue occurs onl under certain GUI settings, ph sical set-up, environment conditions etc.
4. Did the s stem or transducer suffer a drop, impact or other event which ma have triggered the issue?
5. Note if transducer plug housing is cracked or displa s an other sign of damage.
6. Note if transducer cord is cracked, pinched, badl twisted or displa s an other sign of damage.
7. Note if the applied surface of transducer head is badl scratched, bubbled or otherwise damaged.
8. Connect a different known-good transducer. Note if the same s mptoms are observed.
Field fix
The following actions ma help to avoid the return of the s stem to the ESC for inspection:
1. Use ultrasound transmission gel to ensure a consistent transducer contact with the bod .
. Disconnect and reconnect the transducer.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 14 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
3. Power down the s stem b pressing power button for longer than 5 seconds and then turn ON again.
4. Use a known-good transducer.
RMA
If the issue is resolved b using a known-good transducer then it will be necessar to return the fault transducer to
the ESC for inspection.
If the issue is not resolved b using a known-good transducer then it will be necessar to return of the s stem to the
ESC for inspection.
•Initiate RMA process described in reference document [2] b submitting a completed RMA form [3] to
eZono.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 15 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
.10 Audio related issue
Set-up
The issue occurs while the s stem is set up as follows:
•None specific (it is assumed onl that the GUI is visible and that navigation b touchscreen is possible).
Symptom
The issue causes the following s mptoms:
•No “click” sound is produced when GUI buttons and fixed touch buttons are pressed.
Diagnoses
The following information collection can be helpful to help diagnose and remed the issue:
1. Did the s stem suffer a drop, impact or other event which ma have triggered the issue?
. Note if s stem audio issue is also associated with other issue or warning message.
Field fix
The following actions ma help to avoid the return of the s stem to the ESC for inspection:
1. Ensure that s stem button sounds is enabled in the GUI:
•Press the Utilities button on the touchscreen.
•Press the Setup tab.
•Press the Button Sounds button if it is disabled (red X means that sound is disabled!)
•Adjust the Audio volume control slider to maximum.
RMA
Failing a successful field fix, it will be necessar to return the s stem to the ESC for inspection
•Initiate RMA process described in reference document [2] b submitting a completed RMA form [3] to
eZono.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 16 of 25

eZono Service Documentation QW-04: eZono 3000 Troubleshooting
Guide
.11 System overheating
Set-up
The issue occurs while the s stem is set up as follows:
•None specific (it is assumed onl that the GUI is visible and that navigation b touchscreen is possible).
Symptom
The issue causes the following s mptoms:
•S stem indicates overheating (Overheating s mbol and/or warning message).
Diagnoses
The following information collection can be helpful to help diagnose and remed the issue:
1. Note if s stem overheating occurs in a consistent and repeatable manner.
. Note if s stem overheating occurs onl under certain GUI settings, ph sical set-up, environment conditions
etc.
3. Confirm that the internal s stem fans can be heard when the s stem is turned ON.
4. The two internal s stem fans can be seen through the front air vent. Confirm that the fins of both fans can
be seen to turn (easiest seen when the s stem is turned ON and the fans speed up or when the s stem is
turned OFF and the fans slow down).
Field fix
The following actions ma help to avoid the return of the s stem to the ESC for inspection:
1. Ensure that the s stem is removed form an packaging or carr case during extended usage.
. Ensure that there is no material blocking either of the two s stem air vents.
3. Ensure that the ph sical set-up of the s stem does not cause either air vent to be obstructed.
RMA
Failing a successful field fix, it will be necessar to return the s stem to the ESC for inspection
•Initiate RMA process described in reference document [2] b submitting a completed RMA form [3] to
eZono.
Version: 1.1 © eZono AG, 2009-2015 - Confidential Page 17 of 25