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X Series – Wireless Troubleshooting | ZOLL Medical

X Series – Wireless Troubleshooting

Troubleshooting Basics

The X-Series supports several different connection types. Below is a series of errors that could appear after a "Transmission Failed" or "Disclosure Log Transfer Failure" message. Should you have any error not listed, or require additional help, please contact ZOLL Technical Support: https://www.zoll.com/contact/customer-service 

Error Message

Recommended Action

Cellular Connect Failure

The X Series can communicate with the cell modem, but the modem cannot reach the cell network.

  • The cellular signal may be poor in this area. Test uploading in a different area.
  • Try swapping out the USB cable, antenna, SIM card, and modem to narrow down the source of the problem.
  • If you're using Verizon's 4G network, navigate to 'Supervisor' > 'Communications' > "Cellular" - 'Configure' > 'Configure Cell Provider', and enter *99***3# into the Call Number field. The Account Name and Password fields can be left blank.
  • If using a 4G MultiTech modem, use MultiTech Connection Manager to reset the modem. Additionally, verify that the X-Series is running software version 2.32.03.00 or newer.
  • If you're trying to connect to an iOS device via Bluetooth Tethering, navigate to the Personal Hotspot menu on the iOS device and ensure "Allow Others to Join" is enabled.

Check Comm Configuration / Server Authentication Failed

The Customer ID and/or Password for 12-Lead Reports or Disclosure Log is blank (Check Comm Configuration) or entered incorrectly (Server Authentication Failed).

  • If this error appears when transferring disclosure logs (), navigate to 'Supervisor' > 'Communications' > "Disclosure Log" – 'Configure', and verify that the Customer ID and Password are entered correctly. This information can be found in ZOLL Online (cloud customers) on the Data Access Keys page or copied from a working defibrillator.
  • If this error appears when uploading 12-leads (), navigate to 'Supervisor' > 'Communications' > "12-Lead Reports" – 'Configure', and verify that the Customer ID and Password are entered correctly. This information can be found in ZOLL Online on the RescueNet 12-Lead Configuration "Main" page (though the password may be masked) or copied from a working defibrillator.

Nameservice Failure

The server domain name could not be converted into an IP address during DNS lookup.

  • Verify that the Server DNS Names, Customer ID, and Passwords you entered are typed correctly for your Disclosure Logs/12-Lead Reports/Readiness Test History (ex. dxsvc.zollonline.com for US Cloud customer's Disclosure Logs)
  • If this error appears when uploading cases, visit the following site on a phone or computer connected to the same access point: https://dxsvc.zollonline.com/dxs.svc/info/ping. If the result is a blank page, the server was successfully reached. If a Forbidden 403 error is displayed, then security on the access point is blocking the connection.
  • If this error appears when uploading 12-leads, visit the following site on a phone or computer connected to the same access point: https://12lsubsvc.zollonline.com/twelveleadservice.svc/getping. If the result is {"Message":"Ping response from TwelveLeadService"}, the server was successfully reached. If a Forbidden 403 error is displayed, then security on the access point is blocking the connection.

Wi-Fi

  • Ensure the X-Series is within range of the wireless access point.
  • Verify that other devices connected to the same access point (i.e. iPads, phones, etc.) can access the internet.
  • If the X Series is connected to a laptop's Wi-Fi hotspot, check the laptop's taskbar to see whether NetMotion is running. If it is, try disabling it.
  • Verify that the network is set to use a public DNS server. X-Series data uploads will not work with private DNS servers unless it forwards to a public one. This error message can also indicate that the DNS forwarding is taking too long or is not working.

Cellular

  • The cellular signal may be poor in this area. Move to a different location and retry.
  • Try replacing the USB cable, antenna, SIM card, and modem individually to narrow down the source of the problem.

Other Failure
  • Contact ZOLL Technical Support for assistance.

Server Resource Not Found

The Server DNS Name for the data you're trying to send is typed incorrectly.

  • Navigate to the appropriate Supervisor menu to confirm the Server DNS Address of the Disclosure Log/Readiness Test/12-Lead Reports.

Server Unreachable

This error message indicates there is a poor data connection or the ZOLL server is down.

  • Test uploading data using a different X Series to verify whether the issue affects multiple devices.
  • For Wi-Fi, ensure the X Series is within range of the wireless access point.
  • For USB cell modems, the cellular signal may be poor in this area. Move to a different location and retry.

Service Error 500

The 12-lead distribution list has been modified in ZOLL Online but does not match what is on the X-Series. Update the Distribution List from the X-Series.

  • Open the Wireless Menu (select the antenna icon at the top of the home page) then select "Update Distribution List". If the update is successful, select "View Distribution List" to confirm the changes have been applied.
  • If the distribution list fails to update, verify the 12-Lead Reports have been configured correctly within the Supervisor menu.
 WAN Connection Unavailable  The X Series could not find a Wi-Fi, Bluetooth, or USB cell modem connection.
  • This error can appear if you attempt to transmit data too soon after powering on the defibrillator. You may need to wait up to 30 seconds from power on to transfer data.
  • If the error persists after trying the suggestions below, and another one of your X Series monitors uploads data successfully, try copying the working monitor's configuration to this one using a USB drive. Refer to "Copy Clinical and Wireless Configurations" 

Wi-Fi

  • Check the Wireless Menu to ensure the correct Pre-Configured Access Point is selected. Then, ensure the X Series is within range of that access point.
  • Ensure all entries for the Pre-Configured Access Point (SSID, Password, etc.) are entered correctly in the Supervisor menu. The SSID and Security Key fields are both case-sensitive.
  • If you are trying to connect to an Enterprise network (PEAP or TLS), try re-loading the wireless certificate file onto the monitor. Refer to Step 9 in the "Configure Wireless Connections" page for the X-Series guide.

Bluetooth

  • Open the Wireless Menu, then select 'Configure Paired Devices'. Verify that the Bluetooth device you'd like to use appears in this list.
  • Open the Wireless Menu, then select 'Wi-Fi Access Point'. Select an access point profile that does not have an SSID or Security Key entered. (You can create a new Temporary Profile for this purpose). For more information, and for best practices in avoiding this issue, contact ZOLL Technical Support.

Cellular

  • For all USB cell modems, check that the USB icon () appears at the top of the home screen indicating a USB device is detected. If you do not see the USB icon, try a different cable with your modem.
  • For modems on Verizon's 4G network, navigate to 'Supervisor' > 'Communications' > "Cellular" – 'Configure' > 'Configure Cell Provider' and verify that the "Call Number" is *99***3#
  • For Inseego modems, navigate to 'Supervisor' > 'Communications' and verify that "Ethernet" is ENABLED.