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R Series – Wireless Troubleshooting | ZOLL Medical

R Series – Wireless Troubleshooting

Troubleshooting Basics

The R-Series Defibrillators have a variety of possible scenarios that would cause the device not to transfer files successfully. As a rule, however, if your manual data transfer fails you should attempt it again three times, as multiple attempts may result in success. Receiving the same error message across your multiple attempts though typically indicates a problem - the most common errors, and what to do should you encounter them, are below. Should you have any error not listed, or require additional help, please contact ZOLL Technical Support: https://www.zoll.com/contact/customer-service

Ruling Out a Wireless Card vs Defibrillator Issue

  • TEST 1: Try the failing wireless card in another defibrillator that is known to be working (i.e. has a known-working wireless card and transfers data successfully). Remove the known-working card and insert the failing card, then initiate a manual data transfer.
    • If the data transfer succeeds, then the card is not bad, and the issue is with the original defibrillator.
    • If the data transfer fails, then the card is likely bad, and you should follow the troubleshooting steps below.
  • TEST 2: Remove the failing wireless card from its defibrillator and insert a known-working wireless card in its place. Initiate a manual data transfer.
    • If the data transfer succeeds, then the wireless card is likely bad, and you should follow the troubleshooting steps below.
    • If the transfer continues to fail, then there is likely an issue with the defibrillator. Contact Technical Support for assistance.

Error Message

Recommended Action

Error 50

Wi-Fi Region is not configured or is set incorrectly. This can only be configured once – open the Wi-Fi configuration menu to view and set the Wi-Fi region. If it is incorrect, contact ZOLL Technical Support for assistance.

Error 7500

Perform Tests 1 and 2 above, then contact ZOLL Technical Support.

Error 7503

This error indicates an issue with the configuration file. Attempt to re-write the configuration by cloning from a known-working wireless card and writing to the card with this error. Refer to "Program a Wireless Card by Cloning an Existing Card"

Error 7507

If you have a Data Comm II upgrade kit on hand for the same or higher Rev. as the wireless card, then you can follow the steps below. If you do not, or you are having any other difficulties, contact ZOLL Technical Support.

  1. Follow the instructions included with the Data Comm II firmware update kit to update the wireless card encountering Error 7507.
  2. A card write error will be displayed during the process. When this happens, remove the Wi-Fi card from the defib, then reinsert it.
  3. Select "Update Wi-Fi Card" again.
  4. The update process wipes the wireless card of its saved configuration. Copy the configuration from a known-working wireless card of the same revision letter onto the card that was just updated. Refer to "Program a Wireless Card by Cloning an Existing Card"
  5. Perform a test upload to confirm the error has been resolved. To do this, power the defib on into Monitor Mode and select Report Data > Transfer Mode > More > Defib History to Wi-Fi.

Invalid Certificate

This error message usually indicates the ZOLL server certificate is missing or expired.

  1. Verify the defibrillator’s clock is set correctly – certificates have effective and expiration dates. If the defibrillator’s clock is set outside of that range, then the certificate will be seen as invalid.
  2. Rule out a wireless card vs defibrillator issue by performing Tests 1 and 2 above. If the known-working card works in this defibrillator, try copying the working card's configuration to the non-working card. Refer to "Program a Wireless Card by Cloning an Existing Card"
  3. Contact ZOLL Technical Support

Invalid Credentials
  1. Verify the defibrillator’s clock is set correctly – certificates, including those used in credential authentication on PEAP/TLS networks have effective and expiration dates. If the defibrillator’s clock is set outside of that range, then the certificate(s) will be seen as invalid and the defib will be unable to authenticate.
  2. Reconfigure the affected wireless card by cloning from an existing card. Refer to "Program a Wireless Card by Cloning an Existing Card"
  3. Contact ZOLL Technical Support

Network Error: DHCP

The wireless card was not assigned an IP address, preventing it from communicating on your network.

  1. Contact your IT department and provide them with the MAC address printed on the wireless card’s label so they can check the network logs. This error is uncommon post-deployment. Your IT can verify whether:
    1. There is a delay in your DHCP server’s response, causing the defib to time-out before being assigned an IP address.
    2. Your DHCP pool is being depleted, meaning there are not enough IP addresses available for the number of devices trying to use them.
    3. The load balancing DHCP servers could be misconfigured.
  2. If you require further assistance, contact ZOLL Technical Support

Network Error: DNS

The server domain name (web address) could not be converted to an IP address during lookup. Either the address was typed incorrectly, or IT needs to allow your wireless card’s MAC address through your firewall to communicate with the outside internet (cloud customers).

  1. If you just configured this wireless card, verify you typed the Full Disclosure Hostname and/or Defib History Hostname correctly. Refer to "Change Settings on an Existing Wireless Card"
  2. Contact your IT department and provide them with the MAC address printed on the wireless card’s label so they can check the network logs. This error typically occurs when IT has not yet whitelisted the wireless card’s MAC address to allow it through your network’s firewall.
  3. If you require further assistance, contact ZOLL Technical Support

Server Rejection

In-Premise Customers – verify that the ZOLL application server has available storage space. Contact ZOLL Technical Support for more assistance if needed.

Cloud customers - Contact ZOLL Technical Support

Unsupported Wi-Fi Card

Contact ZOLL Technical Support

Wi-Fi Network Not Found
  1. Possibly caused by poor network coverage – move the defibrillator to an area with known coverage and retry.
  2. Contact ZOLL Technical Support