Network troubleshooting

Action needed: 4G modem to be required for LIFEPAK 15 monitor/defibrillator

AT&T will terminate their 3G network by February 22, 2022. To continue transmitting with your LIFEPAK 15 monitor/defibrillator, you will need to have a 4G modem. 

See the chart below to help select the appropriate replacement for your AT&T modem:

If you would like to switch to a Verizon modem or if you have any questions about which AT&T modem you currently have, your Stryker representative can assist you in selecting the right modem for your needs. 

If you have any questions, please contact our Solution Center at +1 844 999 2787 or solutioncenter@stryker.com.

Troubleshooting 4G upgrade

"No modem was found" error

Cause - This error can occur for one of the following reasons:

• An Ethernet cable is not plugged into your computer.
• The Ethernet cable is not plugged in properly.
• The Ethernet cable may be faulty. 

Solution - Try one of the following solutions:

• Make sure that the gateway/modem is properly connected to the system connector on the LIFEPAK 15 monitor/defibrillator.
• Make sure that the LIFEPAK device is turned on.
• Make sure that your computer is connected to the gateway/modem with an Ethernet cable.
• If the computer and modem are already connected with an Ethernet cable, check that the cable is plugged in properly at both ends.
• Try using a different Ethernet cable.

"Incompatible version" error

Cause - This error can occur for one of the following reasons:

• You are trying to update the gateway/modem to an incompatible version of the LIFENET Advanced Wireless Gateway software. You cannot continue with the update. 

Solution 

• Check that you have the latest version of the LIFENET Advanced Wireless Gateway update tool. You can download the latest version from the LIFENET System website under System > Resource Center. Ensure you are updating a compatible gateway/modem model (e.g., MultiTech MTR-LAT1).

Troubleshooting no modem

"No modem was found" error 

Cause - This error can occur for one of the following reasons:

• A USB cable is not plugged into your computer.
• The USB cable is not plugged in properly.
• The USB cable can be faulty.
• There might be a problem with the USB port on the computer.

Solution - Try one of the following solutions:

• Make sure that the modem is connected to the LIFEPAK device properly.
• Make sure that the LIFEPAK device is turned on.
• Make sure that your computer is connected to the modem with a USB cable.
• If the computer and modem are already connected with a USB cable, check that the cable is plugged in properly at both ends.
• Try using a different USB cable.
• Try plugging the cable into a different USB port on the computer.

"Incompatible version" error

Cause - This error can occur for one of the following reasons:

• The update tool was run before the modem could complete bootup. 
• Your modem is already at v1.3 software and does not require the update.

Solution - Try one of the following solutions:

• Wait at least 60 to 90 seconds before launching the update tool to allow the modem time to be detected by the computer and to complete bootup.
• Close the update tool. Disconnect the modem, power off the attached LIFEPAK. Then, reconnect the modem to USB, power on the LIFEPAK, and wait at least 60 to 90 seconds before launching the update tool again to retry the update.
• Check your LIFENET System account and ensure the modem software version listed is 1.0 or 1.2. Version 1.3 does not require the update.

"Transmission failed" error after update has completed

Cause - This error can occur for one of the following reasons:

• The modem has insufficient cellular signal strength.
• The modem software requires a restart.
• The modem requires a Preferred Roaming List (PRL) update.

Solution - Try one of the following solutions:

• Ensure you have adequate signal by checking the ‘C, D, E’ (signal) indicators and ensure that you have at least one indicator illuminated (C). Relocate to an area with stronger signal (near a window or outside) to perform a test transmission.
• Disconnect the modem from USB and power off the attached LIFEPAK. Power the LIFEPAK back on and wait at least 60 seconds (until the ‘B’ indicator is continuously illuminated) and then attempt a transmission.
• Contact Stryker Data Solutions Technical Support to perform the Preferred Roaming List (PRL) update.

More questions? Email solutionssupport@stryker.com, call 1-800-732-3081, or contact your sales representative.