Chapter 12 – Troubleshooting

This chapter lists various problems that may occur while operating the system,
and suggested methods for recovery and troubleshooting

1. If an error message appears, carefully read the message. If indicated so,

perform a Full Shutdown (resets the application) or a Database Recovery.

2. If a significant problem occurs, create a problem report and inform GEMS.

Attach data to the report if relevant.

3. If the application freezes, attempt a Full Shutdown of the application and

the computer.

4. If the To Do List is empty, perform a Full shutdown of the Infinia

application, followed by shutdown and restart of the computer.

5. After restarting the acquisition computer, if requested to perform a full

shutdown, wait one minute in order for the Database Consistency
procedure to finish.

6. When the RCU does not respond to any commands, close the open
session and re-open it.

7. In case of persistent error occurrence, attempt the following steps in the

indicated order:
a. In case errors are displayed on GDU, perform GRESET then retry.
b. Press [Close Session] then reopen the study and try to proceed as
planned.
c. Perform Partial Shutdown, then retry.
d. Perform Full Shutdown, then retry.
e. If the problem persists, try to change detector mode from L to H or vice
versa. Then attempt to proceed as planned.
f. Perform Full Shutdown, switch OFF power to Gantry, wait a few
seconds and then switch power ON and resume work.

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Gantry Initialization Troubleshooting

Gantry Initialization

Usage:

Performed when there is a problem with the system.

The Imaging system automatically prompts the user to initialize the Gantry when
the system is powered up or reset. Gantry Initialization may be done at any time
if there is a problem with the system.

Always extract the table before performing Gantry Initialization. If Gantry Reset
Important
is performed when the table is extended into the Gantry, the Body Contour
test fails.

1. To access System Tools, click on the Gantry Icon in the lower left corner of
the screen (see Figure 12-1).

2. Press the [Gantry Reset] button.

3. Press [OK] to confirm.

4. The system displays messages and instructions for the operator to follow
on the Gantry Display Unit (GDU).

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Troubleshooting Gantry Initialization

Click to open Gantry Status

Figure 12-1 Gantry Reset Button

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Gantry Initialization Troubleshooting

Resetting Motorized Pallet Support

Usage:

Performed when an error message occurs. Moves the motorized pallet support
to the default position.

1. Start the Infinia application.

2. Click on the gantry icon located in the bottom left corner of the screen. The
System\Gantry Status dialog opens.

3. Verify that the Pallet is fully retracted.

4. Press the [Pallet Support Reset] button. A message appears (see

Figure 12-2). The message automatically disappears when reset is
complete.

Figure 12-2 Pallet Support Reset Message

Note An error message appears if an error occurs during the reset process.

Note If [Pallet Support Reset] is pressed when the table is in the normal position
(center), an error message notifies the operator that it is not safe to move the
Motorized Pallet Support and to please pull the table out.

The [Pallet Support Reset] button is disabled when a scan is in progress. Once
the scan finishes, the button is automatically enabled.

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Infinia + Hawkeye 4 User’s Guide
Troubleshooting System Restart

System Restart

Refer to Chapter 3 – System Power-up & Shutdown.

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Infinia + Hawkeye 4 User’s Guide
Problem Report Creation Troubleshooting
Creating a Problem Report When a System Error Occurs

Problem Report Creation

Creating a Problem Report When a System Error Occurs

When a subsystem error occurs, a pop-up appears. It is recommended to create

a problem report.

If the user does not create a problem report, the problem report is created
automatically. The report is created in the following directory:
d:\infinia\probreps

A problem report includes all logging files, configuration files and raw CT data
in case of CT error. The operator can select a study to be attached to the problem
report.

To create a problem report, click on the [Create Subsystem Report<<<]

button. An extended version of the pop-up appears (see Figure 12-3).

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Troubleshooting Problem Report Creation
Creating a Problem Report When a System Error Occurs

Figure 12-3 Problem Report

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Problem Report Creation Troubleshooting
Creating a Problem Report

Creating a Problem Report

There are two methods of accessing the Problem Report Utility as described
below.

Creating a Problem Report via the Infinia Application

Global Navigation Screen

Opens System Set-up (see Figure A-1)

System
Setup

Logs Tab Opens Logs panel (see Figure 10-34)

Problem
Report Opens Problem Report (see Figure 12-4).
Creation

Proceed to Completing a Problem Report.

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Troubleshooting Problem Report Creation
Creating a Problem Report

Figure 12-4 Problem Report

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Problem Report Creation Troubleshooting
Creating a Problem Report

Creating a Problem Report via Windows

Windows Desktop

Windows
Opens Start Menu
[Start] button

Programs

Infinia
Acquisition
Console

Activates Problem Report

Problem program. Wait for Problem
Report Report to appear (see
Figure 12-4).

Proceed to Completing a
Problem Report.

Completing a Problem Report

Fill in the User Name. In the Description area, type in as much information as
possible regarding the full sequence of actions prior to the problem occurring.
It is important to note if this is a recurring problem.

If relevant, select one of the checkboxes:

z Add Study (select study)

z Attach CT raw data if available

z Add Screen Capture

Once all of the relevant information is typed in, press the

[Create Problem Report] button. Wait a few seconds. A zip file is created. The
name and location of the zipped problem report appears on the screen.

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Troubleshooting Problem Report Creation
Creating a Problem Report

The Online Center should receive this report. There are two recommended ways
to send to the Online Center:

z Send it directly via email to the Online Center

z Contact the Online Center and inform them where the file is located so
that they will connect directly to the system and pick it up.

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Remote Service Access & Insite Troubleshooting
Creating a Problem Report

Remote Service Access & Insite

Usage:

Connection to the Insite software enables remote diagnosis of system problems

by Online Center Engineer.

When the remote user is connected via Insite (Online Center), the iLinq icon at
the bottom left of the screen turns green and flashes (see Figure 12-5).

iLinq icon

Figure 12-5 Insite in Connected State

If a scan is in progress and the remote user is connected to the system via Insite,
a pop-up message informs the operator that a remote user is connected and
inquires whether to disconnect the remote user. Selecting [Yes] disconnects the
remote user.

If the operator selects [Yes], the remote user can only reconnect to the system
if one of the following conditions is met:

z The operator performs a Partial Shutdown of the system (see Infinia

Acquisition Software Shutdown on page 3-6).

z The system is idle for 30 minutes or more. In this case the remote user
may attempt to reconnect to the system. If a scan is in progress, the
same pop-up message informs the operator that a remote user is
connected and inquires whether to disconnect the remote user.

To view status, click on ILinq icon. The Remote Connection Status dialog
appears (see Figure 12-6).

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Infinia + Hawkeye 4 User’s Guide
Troubleshooting Database Recovery
Database Recovery Procedure

Once the system is disconnected from the remote site, the iLinq icon may
continue to flash for up to five minutes.

Figure 12-6 Insite Not Connected Status

Database Recovery

Usage:

DataBase Recovery must be carried out in the following cases:

z When requested to do so by an error message

z If an existing Study does not appear in the To Do List.

Database Recovery Procedure

1. Perform a Partial Shutdown of the Infinia Application.

2. Click on the Infinia Acquisition Console folder on the Desktop and

double-click on DB Recover.

3. Wait until the recovery is completed and then restart the Infinia application.

Note • If the To Do List is empty, perform a Full shutdown of the Infinia application,
followed by shutdown and restart of the computer.
• After restarting the acquisition computer, if requested to perform a full
shutdown, wait one minute in order for the Database Consistency
procedure to finish.

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Database Recovery Troubleshooting
Database Recovery Procedure

Database Issues

The following errors related to database maintenance may be displayed during

certain activities:

z “Fail to query” appears while user expects to see a new study appearing
in the To Do list—Wait approximately 20 seconds. Check if the study
appears in the To Do list. Click [OK] in the error dialog and try to
schedule again. If the study still does not appear in the To Do list or
another error message appears, perform partial shutdown and restart
the application.

z “Fail to query” appears when user sorts the To Do list or list of patients
in Data Management or just reviews content of study in Data
Management— Wait approximately 20 seconds. Try to repeat the
operation. If the problem persists, perform partial shutdown.

z “Fail to query” appears while user performs recovery of a Hawkeye

scan— Wait approximately 20 seconds. Press [Resume] for the
Hawkeye scan.

z “Failed to create empty part 10” appears after [Apply] is pressed for a
scan—Wait approximately 20 seconds. Change one parameter of the
scan and press [Apply] again. If the error persists, perform partial
shutdown and restart the application.

z “Failed to install file” appears after scan has ended—Perform partial

shutdown and restart the application. Check via Data Management that
the study is available.

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