YDC Product Troubleshooting Guide : 222 - RECEIVER UPDATE

Problem

Patient received a message when attempting to update receiver

Questions to be asked

N/A

Questions to be documented

222.1 What message was received by the user?
222.2 Is the receiver on and charged?
222.3 Is the receiver fully connected to the computer?
222.4 Does the computer meet system requirements?
222.5 Has the update tool recognized this receiver in the past?
222.6 Can the patient update the receiver using a different cable and/or USB port?
222.7 Has this issue only happened once?

Actions

1. Record answer. If message received is: “New version is available for update”, RGA is not required
2. Record answer.
3. Record answer. If no, RGA is not required
4. Record answer. If no, PT will need to use a computer that meets system requirements and RGA is not required.
5. Record answer.
6. Advise the patient to use a different cable and/or USB port.
     1. If the receiver gets updated, replace the cable. RGA is not required.
     2. If not, replace and RGA receiver if under warranty.
7. Record answer. If yes, advise patient to try again. If twice or more, record patient’s response and request RGA.

Images

Reasons behind