Welch Allyn mVSM User manual

Welch Allyn Mobile Vital Signs Monitoring
mVSM
Troubleshooting
Guide
For use internally.
mVSM Troubleshooting Guide
4/7/2015

mVSM Troubleshooting Guide
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TABLE OF CONTENTS
Peripheral Troubleshooting guide........................................................................................................................................... 2
Overview ........................................................................................................................................................................................ 2
Common Actions......................................................................................................................................................................... 2
Disable Lockdown on Tablet ............................................................................................................................................ 2
Re-enable lockdown on Tablet ........................................................................................................................................ 2
Find the Bluetooth Menu On Tablet .............................................................................................................................. 2
Peripherals .................................................................................................................................................................................... 3
Nonin 9560 Pulse ox ............................................................................................................................................................ 3
Fora IR20b THERMOMETER ............................................................................................................................................ 5
AND UA-767PBT-ci blood pressure monitor ............................................................................................................ 6
AND UC-351PBT-ci Scale.................................................................................................................................................... 8
Clinical Portal Troubleshooting Guide.................................................................................................................................10
Overview ......................................................................................................................................................................................10
Clinical Portal .............................................................................................................................................................................10
Tablet Troubleshooting Guide.................................................................................................................................................10
Overview ......................................................................................................................................................................................10
Common Actions.......................................................................................................................................................................11
Verify internet connection/Connection to server.................................................................................................11
Tablet .............................................................................................................................................................................................11

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PERIPHERAL TROUBLESHOOTING GUIDE
OVERVIEW
This guide is intended to give an overview of the various problems that can arise when using the
Bluetooth peripherals associated with the Welch Allyn mVSM platform. Please also refer to the
individual peripheral or tablet user manuals.
COMMON ACTIONS
Certain actions are common to all peripherals for trouble shooting. The steps for these actions are
listed below.
DISABLE LOCKDOWN ON TABLET
In many cases a device will be locked down with special software to prevent a patient from tampering
with the features of the tablet other the Welch Allyn mVSM. In order to provide resolutions to many
problems this software will have to be temporarily disabled.
Tablet with Surelock
1. Restart the tablet by pressing and holding the power button until the “Device options” menu
is displayed and then choose “Restart”.
2. After the device restarts a screen will be displayed say “Please wait while we are loading.”
Quickly tab on the screen 5 times while this is displayed and a password box should be
displayed.
3. Enter the pin “5555” into the password box and choose “OK”.
4. Choose “Exit SureLock”, when it asks “Are you sure you want to exit SureLock?” choose “Exit”.
RE-ENABLE LOCKDOWN ON TABLET
After having provided a resolution to a problem the device will need to have the lockdown mode re-
enabled.
Tablet with Surelock
1. Open the Applications menu by click on the Apps button on the home screen tablet.
2. Locate the SureLock icon, this may require swiping right until the icon is displayed.
3. Press SureLock icon and follow the onscreen instruction for enabling it.
FIND THE BLUETOOTH MENU ON TABLET
1. Swipe down from the top of the screen to expose the notification screen.
2. Touch the gear in the upper right to go to the settings screen
3. If the tablet has a Connections tab at the top select it.
4. Find and touch Bluetooth on the left hand side.

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PERIPHERALS
NONIN 9560 PULSE OX
How to pair
1. Disable Lockdown
2. Find the Bluetooth menu
3. Place the Pulse Ox on a non-dominant finger, in the
same way a reading would be taken.
4. Touch Scan in the top right of the Bluetooth menu
5. Wait for Nonin_... to be displayed in the Available
devices. This can sometimes take up to a minute.
6. Touch Nonin_... to start pairing. Leave the Pulse Ox on finger during the entire pairing
process.
7. When a modal is displayed asking for a pin, enter the pin located on the side of the Pulse Ox.
Situation
Possible Cause
Resolution
No data transferred from
peripheral device to tablet.
Device has become unpaired
from tablet.
Follow pairing instructions to
repair the device.
Device needs new batteries.
Replace the batteries in device.
Patient has not waited until
pulse ox has found a consistent
reading.
Welch Allyn mVSM waits until it
receives a consistent reading
before accepting the data. For
some patients this can take
more time.
The incorrect peripheral has
been associated with the tablet.
Log in to the Clinical Portal
associated with the tablet and
verify that the correct
peripheral and mac address are
associated.
Heart rate and/or oxygen
saturation is very low or does
not register.
Device needs new batteries.
Replace the batteries in device.
Oximeter incorrectly
positioned.
Instruct patient to place
oximeter on the finger with the
finger design facing up.
Reposition oximeter on patient.
Poor patient perfusion.
Instruct patient to move hands
prior to taking measurement.
Apply a warm washcloth.
Place extremity on a pillow for
support.
Ambient light.
Shield sensor.
Heart rate erratic,
intermittent, or incorrect.
Device needs new batteries.
Replace the batteries in device.
Oximeter incorrectly
positioned.
Instruct patient to place
oximeter on the finger with the
finger design facing up.
Reposition oximeter on patient.

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Poor patient perfusion.
Instruct patient to move hands
prior to taking measurement.
Apply a warm washcloth.
Place extremity on a pillow for
support.
Ambient light.
Shield sensor.

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FORA IR20B THERMOMETER
How to pair
1. Disable Lockdown
2. Find the Bluetooth menu
3. Press the round button located under the “FORA” label
on the side with the LCD Display to turn the device on.
4. Place a probe cover over the tip of the thermometer
tightly.
5. Place the thermometer in the ear and take a reading
by pressing and releasing the scan button located on
the side opposite the LCD Display.
6. Press “Scan” on the tablet in the Bluetooth menu.
7. Wait for “TiaDoc-TM” to show in Available Devices.
8. Touch “TiaDoc-TM” and when prompted enter the pairing pin “111111”.
Situation
Possible Cause
Resolution
No data transferred from
peripheral device to tablet.
Device has become unpaired
from tablet.
Follow pairing instructions to
repair the device.
Device needs new batteries.
Replace the batteries in device.
The incorrect peripheral has
been associated with the tablet.
Log in to the Clinical Portal
associated with the tablet and
verify that the correct
peripheral and mac address are
associated.
Unable to take reading.
Probe cover is not correctly
placed.
Read the peripheral user
manual.
Verify that the probe cover is fit
snuggly.

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AND UA-767PBT-CI BLOOD PRESSURE MONITOR
How to pair
1. Disable Lockdown
2. Find the Bluetooth menu
3. Verify that the peripheral is unpaired by pressing and
holding the “Start” button on the blood pressure monitor
until “uPr” is displayed.
4. Remove the battery cover on the back of the peripheral.
5. Remove at least one battery from the peripheral.
6. Place all batteries back into the peripheral.
7. The peripheral should now display “Pr”.
8. Press “Scan” on the tablet in the Bluetooth menu.
9. When “A&D UA-767PBT-Ci “with the last 6 digits of the MAC address is displayed in the
Available Devices on the tablet touch it.
10. Pairing is finished when blood pressure monitor says End and turns off.
Situation
Possible Cause
Resolution
No data transferred from
peripheral device to tablet.
Device has become unpaired
from tablet.
Follow pairing instructions to
repair the device.
Device needs new batteries.
Replace the batteries in device.
The incorrect peripheral has
been associated with the tablet.
Log in to the Clinical Portal
associated with the tablet and
verify that the correct
peripheral and mac address are
associated.
At one point the peripheral was
paired with the tablet but has
been pairing with another
device in between.
The peripheral must be
removed from the list of paired
devices and repaired. To
remove find the device in the
“Paired Devices” list, click the
gear icon, and choose Unpair.
At this point the device can be
paired by following the pairing
instructions.
Blood pressure does not
register.
Device needs new batteries.
Replace the batteries in device.
Loose connection.
Check and tighten all
connections
BP hose is kinked, compressed,
or leaks.
Straighten hose, remove source
of compression, or replace
leaky hose.
Defective cuff or hose.
Replace cuff/hose.
Incorrect cuff placement.
Show the patient how to
properly place cuff.
Movement.
Remind patient to remain still.
Blood pressure readings
vary.
Device needs new batteries.
Replace the batteries in the
device.

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Incorrect technique.
Read the blood pressure
monitor user manual.
Observe patient technique and
retrain as necessary:
Correct cuff size
Correct placement
Correct posture
Not talking or moving
Arm is at heart level
Verify blood pressure.
Verify BP by auscultation with
the monitor’s cuff.

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AND UC-351PBT-CI SCALE
How to pair
1. Disable Lockdown
2. Find the Bluetooth menu
3. Verify that the peripheral is unpaired by pressing
and holding the button located at the top of the scale
until “uPr” is displayed.
4. Remove the battery cover on the back of the
peripheral.
5. Remove at least one battery from the peripheral.
6. Place all batteries back into the peripheral.
7. The peripheral should now display “Pr”.
8. Press “Scan” on the tablet in the Bluetooth menu.
9. When “A&D UA-351PBT-Ci “with the last 6 digits of the MAC address is displayed in the
Available Devices on the tablet touch it.
10. Pairing is finished when blood pressure monitor says End and turns off.
Situation
Possible Cause
Resolution
No data transferred from
peripheral device to tablet.
Device has become unpaired
from tablet.
Follow pairing instructions to
repair the device.
Device needs new batteries.
Replace the batteries in device.
The incorrect peripheral has
been associated with the tablet.
Log in to the Clinical Portal
associated with the tablet and
verify that the correct
peripheral and mac address are
associated.
At one point the peripheral was
paired with the tablet but has
been pairing with another
device in between.
The peripheral must be
removed from the list of paired
devices and repaired. To
remove find the device in the
“Paired Devices” list, click the
gear icon, and choose Unpair.
At this point the device can be
paired by following the pairing
instructions.
The device is displaying the
wrong units for the patient.
Scale has not had the units set
correctly.
Press and hold the top button
on the scale until “unit” is
displayed then let go. Tap the
button until the desired unit is
show on the LCD. The device
will turn off on its own.

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Weight readings vary.
Device needs new batteries.
Patient is dressed differently.
Patient is unsteady and holding
on to wall/walker/chair for
support.
Scale does not clear the carpet.
Read the scale user manual.
Retrain the patient on how to
take a proper weight. Have
patient stand in the middle of
the scale. Encourage wearing
similar clothing.
Adjust the feet until the scale
clears the carpet.
Place scale on floor with hard
surface.

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CLINICAL PORTAL TROUBLESHOOTING GUIDE
OVERVIEW
This guide is intended to give an overview of the various problems that can arise when a user is
interacting with the Welch Allyn mVSM Clinical Portal.
CLINICAL PORTAL
Situation
Possible Cause
Resolution
User unable to sign in to the
mVSM Clinical Portal
User has forgotten password.
The user may reset their
password using the “Forgot
Your Password?” link at the
sign in page.
If the users email is incorrect in
the account, the email must be
updated by a separate user
account that can login.
User’s account has been locked.
If the account is locked the user
will automatically receive an
email with unlock instructions
to the email address associated
with the user account.
If the users email is incorrect in
the account, the email must be
updated by a separate user
account that can login.
Patient Reading Report is
missing sessions for a
patient.
The missing sessions are
unacknowledged on the server.
Sessions must be acknowledged
in order to appear on a report.
For more information on
acknowledging a session see
Patient Session section of the
Clinical Portal DFU.
The session does not fall within
the range set on the report.
Adjust the report start and end
dates to encompass the date the
session was created.
No sessions show in the
Sessions tab on the Patient’s
page even though they have
had sessions.
The sessions fall out of the
range set on the Sessions tab.
Adjust the Sessions tab range,
located at the top left of the tab,
to include sessions further
back.
TABLET TROUBLESHOOTING GUIDE
OVERVIEW

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This guide is intended to give an overview of the various problems that can arise when with issues
with communication between the clinical portal and the tablet.
COMMON ACTIONS
VERIFY INTERNET CONNECTION/CONNECTION TO SERVER
1. From the Login Screen on the Welch Allyn mVSM Patient Application tap on the Welch Allyn
logo in the top right 5 times fast.
2. Admin screen should be displayed; enter the Admin pin 8989 and hit confirm.
3. Touch “Manage Connection”
4. Verify that the Connection status is “Connected to server”
TABLET
Situation
Possible Cause
Resolution
Patient is missing a reading
type on the Home Screen of
the mVSM Patient
Application.
Patient wasn’t assigned the
reading types.
From the Clinical Portal add the
selected reading types on the
5th Step of the patient edit
wizard.
Patient is assigned to a tablet
but does not display on the
device.
Patient is set to inactive.
Check the latest status of the
patient in the Status History tab
on the patient page. If the last
status set is “Inactive” the
patient must have an “Active”
status created in order to
display on the tablet.
The tablet is out of cellular
range or failed transmission.
Verify internet connection. If
device is not connected to the
server, relocate tablet to be
within cellular range. If this is
not possible connect to a Wi-Fi
network.
Wi-Fi connection is out of range
or failed transmission.
Restart the Wi-Fi modem. Read
the Wi-Fi modem user manual.
Confirm Wi-Fi network
password.
Verify internet connection. If
device is not connected to the
server, relocate tablet. If it is
out of Wi-Fi range.
The tablet time is off, causing
the server to reject the API
requests from the tablet.
Set the tablets time to
automatically update or set the
time manually.

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Tablet collected the vitals but
did not transmit a session.
The tablet is out of cellular
range or failed transmission.
Verify internet connection. If
device is not connected to the
server, relocate tablet to be
within cellular range. If this is
not possible connect to a Wi-Fi
network.
Wi-Fi connection is out of range
or failed transmission.
Restart the Wi-Fi modem. Read
the Wi-Fi modem user manual.
Confirm Wi-Fi network
password.
Verify internet connection. If
device is not connected to the
server, relocate tablet. If it is
out of Wi-Fi range.
The tablet time is off, causing
the server to reject the API
requests from the tablet.
Set the tablets time to
automatically update or set the
time manually.
Device shows Last Check-In
longer than expected on
Tablets page.
The tablet is out of cellular
range or failed transmission.
Verify internet connection. If
device is not connected to the
server, relocate tablet to be
within cellular range. If this is
not possible connect to a Wi-Fi
network.
Wi-Fi connection is out of range
or failed transmission.
Restart the Wi-Fi modem. Read
the Wi-Fi modem user manual.
Confirm Wi-Fi network
password.
Verify internet connection. If
device is not connected to the
server, relocate tablet. If it is
out of Wi-Fi range.
Patient sees no questions
after logging in.
No past due readings.
A guided process will only be
presented if a session is
scheduled and due. Update the
patient’s schedule or inform the
patient to wait until there
scheduled time.
No questions assigned to
patient.
Add questions to the patient.
Patient can’t remember or is
unable to login with assumed
pin.
Patient needs to be informed of
correct pin.
The patients pin is viewable
from Step 5 of the patient edit
wizard.

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FREQUENTLY ASKED QUESTIONS FROM CLINICIANS
How do I move a peripheral from one tablet to another?
To move a peripheral from one tablet to another simply add the peripheral to the new tablet
and remove the peripheral from the old tablet. See page 19 of the Welch Allyn Mobile Vital
Signs Monitoring 3.1 Clinical Portal Directions for Use for more information.
Can I assign a single patient to multiple tablets?
This is currently not available.
How often should I change batteries?
It is recommended that you change the batteries every time a new kit is deployed or
redeployed. If the client is going to have the kit for an extended period, additional batteries
may be given to the client and training on how to change the batteries is recommended.
Can I copy/paste into the “Notes” section?
Yes. There is no issue with this though formatting will be lost.
Can I set up standardized “canned” messages to send to patients?
This is currently not available.
Can I shorten the “No Data Received” time-frame?
This is currently not available.
Can I develop my own “checkbox” interventions?
No. Custom development options are available. Ask you sales representative.
How do I determine if a patient is not a good candidate for this?
See our sample inclusion/exclusion criteria.
What happens if some loses or steals the equipment?
Patient signs consent liable. It is also encouraged that insurance is purchased for kits.
What do the warranties cover? How do I get a device replaced?
Software is provided "as is".
Hardware warranties vary by device. Please speak to your sales representative for further
information.

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Can multiple case managers be assigned to one patient?
Yes, see page 29 of 3.1 Clinical Portal Directions for Use for more information on adding Case
Managers.
How do I troubleshoot a sensor device that seems to be inaccurate?
See Trouble Shooting Guide.
Do I need to calibrate the sensor device?
No.
How do I clean and sterilize each device & tablet?
See Sample Cleaning Procedures. Follow your internal infection control policies.
Can I fax a physician directly from the system?
This feature is currently not available.
Why doesn’t my patient see questions each time they use the tablet?
Questions are only shown during scheduled sessions. If patient does not have a scheduled
session pending they will be automatically sent to the Home screen.
Does anybody reimburse for this?
Yes, some state Medicaid programs and private insurances provide reimbursement. Talk to
your sales rep to see if your state has reimbursement.
Can the patient use the tablet for other things? Like Facebook?
No, the tablet is locked down.
How do I set a reminder for the patient to take their readings?
Reminders can be set in the “Step 7 Mode Selection and Setup” of the patient edit wizard. See
page 31 of the 3.1 Clinical Portal Directions for Use for more information.
How do I make a patient Inactive?
Open the patient on the clinical portal. From the Select An Action dropdown choose “Change
Status”. Add a status of “Inactive” as the most resent status for the patient. See page 33 of the
3.1 Clinical Portal Directions for Use for more information.