Product under Scope: Nox T3 Firmware and Nonin 3150 WristOx
This Service Bulletin is intended to give an overview and help with addressing field issues that have been seen regarding the Nox T3 and especially the Nonin 3150 WristOx.
This bulletin can serve as a checklist to go through with customers that experience issues with the 3150 and the Nox T3. When guided by the technical support team and following the instructions given in this Service Bulletin, users should see a great reduction in any issues they may be experiencing regarding the Nonin 3150 WristOx and the Nox T3.
How to Use
The bulletin offers links to all instructions on the Nox Medical website as well as a video which can be distributed to customers. We recommend reviewing the bulletin as a whole and follow all links given.
Issues that Require Nox T3 Firmware Updates and Recharging
a. Nox T3 Doesn't Startup and Incorrect Dates in Recording
Issue: Customer complains about a Nox T3 Recording configured to start up automatically but the device doesn‘t start up at the scheduled hour or the device gives incorrect date information in the recording.
Resolution: Ask the customer to check the firmware version and revision on the device. See instructions on how to check the firmware here.
Nox T3 Devices of revision REV:0310 need to be upgraded to the latest firmware and recharged first after the upgrade for at least 30 – 60 minutes or 8 hours if the device will not be used the same day. See further instructions here.
- Ask the customer to check other devices they might have and make sure these devices are upgraded to the latest Nox T3 firmware and recharged as well.
- See the link to the latest Nox T3 firmware here.
- See the link on how to upgrade the device manually here.
b. Users Not Able to Download Recordings
Issue: Customer complains about not being able to download a recording from the Nox T3
Resolution: Start by asking the customer to check the firmware version and revision (see link above).
- Make sure the device is upgraded to the latest Nox T3 firmware and recharged.
- Ask the customer to check other devices they might have and make sure these devices are upgraded to the latest Nox T3 firmware and recharged as well.
If it‘s not a device of revision REV:0310 or if this does not work, have the customer try to repair the file system first and if that does not work, try to reset the device.
c. Unresponsive Nox T3 Device
Issue: Customer complains about a totally unresponsive Nox T3 device, that does not start up, neither when connected to a computer via USB nor with battery inserted.
Resolution: Start by asking the customer to check the firmware version and revision (see link above). If it‘s a device of revision REV:0310, the device has to be reset. See instructions here, (note this is different from the „typical“ reset).
Make sure the device is upgraded to the latest Nox T3 firmware and recharged. Ask the customer to check other devices they might have and make sure these devices are upgraded to the latest Nox T3 firmware and recharged as well.
Issues with Configuring, Downloading, or the Computer doesn‘t Recognize the Nox T3 Device
These are typical complaints, have the customer try to repair the file system or reset the device:
Reset device (see also video instructions here)
Issues with the Nonin 3150 WristOx– Pairing Process
Issue: User is unable to pair the Nox T3 device and the oximeter. They never see the CP displayed in the 3150.
Resolution: Make sure the correct PIN address has been inserted in Noxturnal. Once that is verified, if the customer is still not able to pair, follow the instructions here.
Issue: User is unable to pair the Nox T3 device and the oximeter and the oximeter ends up in a BT icon freezing state.
Resolution: Follow the workaround shown here. If this has been happening repeatedly with the same oximeter device, the Nonin 3150 WristOx must be sent in for repair.
Issue: User experiences a non-responsive oximeter - the device doesn't turn on even if new or fully recharged batteries have been inserted.
Resolution: Follow the workaround shown here. If this has been happening repeatedly with the same oximeter device, the Nonin 3150 WristOx must be sent in for repair.
Issues with the Nonin 3150 WristOx – Lost SpO2 values in recording
Issue: Customer complains about missing SpO2 values in the Nox T3 recording.
Resolution: First, make sure the customer is pairing the devices in the correct way. The following instructions should be followed in detail to ensure the correct pairing:
- Recording configured to start up automatically, at a specific time and see video instructions here
Second, check if the oximeter was BT connected (in the recording in question), follow these instructions here in order to verify if it‘s a BT connection issue, a damaged probe or the patient maybe removed the probe from the finger.
What if None of these Workarounds Work?
Whenever these workarounds do not provide a resolution to the issues and the user repeatedly experiences issues, they may have to do with faulty devices. In these cases, requests for repairs should be sent in.
More Information
Additional troubleshooting resources for the Nox T3 can be found here:
http://support.noxmedical.com/hc/en-us/categories/201025693-Nox-T3
If you have any more questions, please don't hesitate to contact support@noxmedical.com
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