Troubleshooting Media

Some Philips Respironics therapy devices use media (SD cards or USB drives) to store therapy data.

Note: If Care Orchestrator rejects an update from removable media, contact Philips Product Support.

Note: Trilogy Evo data is stored on USB drives, while all other devices use SD Cards.

If Care Orchestrator encounters a problem when interacting with media, it displays one of the error messages listed below:

Problem	Why It Happened	What To Do
Cannot read the media. Insert the media and try again.	Media was not inserted with the printed side up and the angled corner placed into the reader. Media was not inserted all the way. Media may be physically damaged. Media data is corrupted.	Be sure the SD card is pressed all the way into the reader. Examine the SD card for any cracks, scratches, excess moisture, or warped surfaces. Insert a new card into the therapy device. Wait for the device to finish writing the data to the card. Retry reading the card into Care Orchestrator. Configure your SD Card for Care Orchestrator. See Initialize Removable Media.
Could not connect to the Data Card Server. Please make sure the Data Card Server is installed and running.	Your organization may be using proxy scripts that prevent communication between Care Orchestrator and Data Card Utilities.	Contact your System Administrator. The Administrator may need to add an exception to the proxy script that will allow communication between Care Orchestrator and Data Card Utilities. Note: If repeated attempts to connect to Data Card Utilities fail, contact your provider or Philips Product Support.
Cannot communicate with Care Orchestrator. Please try again.	Connectivity with the Internet may have been lost. Care Orchestrator may not be responding or unavailable. A system time-out was experienced due to network congestion.	Check your computer's access to the Internet. There may access issues within your local network. Care Orchestrator could be "off-line" for maintenance. Try connecting again at a later time. Heavy network traffic can create "time-out" conditions causing communication connections to be lost. Try connecting again at a later time. Note: If repeated attempts to connect to Care Orchestrator fail, contact your provider or Philips Product Support
The data card does not contain data.	The SD card was write protected. You may be attempting to use the wrong SD card. A blank SD card may not have been inserted into the patient’s therapy device properly or completely to receive data. The SD card's data may have been previously transferred and subsequently erased. The SD card may not have been fully inserted in the original therapy device to allow data to be written.	Verify that the SD card is correct and is functioning by using the Preview option in the Data Card Utilities. This allows you to verify the patient name, patient ID, and the device serial number. Insert a new or provided SD card into the therapy device. Wait for the device to complete the SD card write. Retry reading the card into Care Orchestrator.
The data card data is not valid and was not saved. Contact Product Support for assistance.	The SD card was not formatted by the intended therapy device. The SD card was not formatted by the Care Orchestrator application. The SD card was not formatted at all. The SD card may be physically damaged. The SD card data may be corrupted. Care Orchestrator does not support this Philips therapy device. Contact your provider or Philips Product Support	Allow the therapy device to write data to the card. Try to read the SD card into Care Orchestrator again. Examine the data card for any cracks, scratches, excess moisture, or warped surfaces. Insert a new card into the therapy device. Wait for the device to finish writing the data to the card. Retry reading the card into Care Orchestrator. If you suspect the data on the SD card may be corrupted, contact your provider or Philips Product Support for further instructions. Note: If repeated attempts to connect to Care Orchestrator fail, contact your provider or Philips Product Support. Please have the patient name, company name, and date of attempted upload readily available.
Cannot save SD card data. Please try again.	SD card is write protected Validation of the data written to the SD card failed. Connectivity with the Internet may have been lost. The server may not be available.	Check SD card to ensure it is not write protected. Repeat the steps to write the data to the card. Repeat the steps to write data to the card using another SD card. The server could be "off-line" for maintenance. Try connecting again at a later time. If a prescription cannot be saved, the clinical user can manually enter the prescription settings on the therapy device using the instructions for use of the device.
The data on the SD card was previously saved. No new data found.	The SD card was not erased after its previous upload. The SD card was not properly or completely inserted into the therapy device since its last upload and therefore could not receive new data.	Verify that the SD card has new data to upload by using the Preview option in the Data Card Utilities. This allows you to verify the patient name, patient ID, and the device serial number. Insert a new or provided SD card into the therapy device. Wait for the device to complete the SD card write. Retry reading the card into Care Orchestrator.
No usage (No data in patient record)	Device not assigned to a patient	Access the patient record. Verify equipment is assigned to the patient. If not, assign equipment to patient. Wait for modem call OR Have the patient initiate a manual call following the device instructions. If error is displayed, contact Philips Product Support. OR have the patient retrieve the data from the device using an SD Card if applicable, and send the SD Card to the Provider.
	Accessory not available or not installed	Contact the patient. Have them verify the applicable accessory is installed. Have the patient initiate a manual call following the device instructions. If error is displayed, contact Philips Product Support.