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physician with a patient and LATITUDE™ NXT Home Monitoring System

LATITUDE™ TROUBLESHOOTING

How to verify your LATITUDE™ NXT Communicator is working properly?

Normal operation of the Communicator

When operating normally, only the LATITUDE™ Indicator will light green. None of the other Communicator Indicators will light.

Status button on the back of Communicator

If you would like to verify the status of the latest transmission of your LATITUDETM Communicator, press the Status Button on the back of the Communicator for one second.

Communicator has successfully connected to the Clinician Website

If the Communicator lights are lit as shown here, your last interrogation was successful. The lights will turn off automatically after two minutes.

What to do if the Heart Button flashes?

What to do if the Heart Button flashes?

The Heart Button will flash if a device interrogation is scheduled and the communicator requires your assistance to complete the interrogation.

Press the Heart Button and stay within arm’s reach of the LATITUDETM Communicator while it completes the interrogation. The Heart Button should be pressed only if it flashes or your health care provider requests it.

Do you have an S-ICD implanted device? 
Then, this procedure will be requested once a week. The Heart Button on your Communicator will flash when it‘s time to check your device. When you see it flashing, simply press and release the button to perform the weekly check.

Learn more about your S-ICD device

You will see the same light sequence as the one during set up with the green waves flashing in sequence, first on the left and then on the righthand side. Wait until all the waves light solid green and the Doctor Icon lights blue. The Communicator has successfully sent your data and the lights will stay lit for two minutes.

What to do if the Heart Button flashes?

Troubleshooting your LATITUDE™ Communicator
 

Indicator:

No lights on the Communicator

Issue:

This indicates one of the following errors:

  • The Communicator is not connected to electrical power or it is not functioning.
  • The Communicator may be downloading a software update.

Action to take:

  • Verify that both ends of the power cord are firmly plugged in.
  • Check if the light on the power cord is lit. Make sure the electric outlet is active or, try a different outlet.
  • Unplug the power cord from both the wall outlet and the back of the Communicator for 1 minute. Replug.

If the above actions do not resolve the issue, wait 5-10 minutes for a possible software update to complete.

Indicator:



LATITUDETM indicator is flashing yellow.

Issues:

The Communicator has just been plugged into a power socket or it is downloading a software update. This process usually takes around 5 minutes but may take longer.

Action to take:

  • Wait 5-10 minutes for a possible software update to complete.
  • Do not unplug your Communicator.

Indicator:



Call Doctor Icon is Red. 


Issue:

A potential problem with your implanted device was detected but the Communicator cannot send any information collected to the clinician website.

Action to take:

  • Call your healthcare provider.

Indicator:



Call Doctor Icon is yellow (flashing or solid) and LATITUDETM indicator is yellow.  


Issue:

This indicates one of the following errors:

  • The Communicator is unable to download the data from your implanted device or send the data to the clinician website.
  • Monitoring of your implanted device was suspended.

Action to take:

  • Unplug the power cord from both the wall outlet and the back of the Communicator for 1 minute. Replug.
  • Press the Status Button for 6 seconds and wait to see if the Communicator makes a connection with LATITUDETM.
  • If the Call Doctor Icon and LATITUDETM indicator remain yellow contact the LATITUDETM Customer Support Team.

Indicator:



Call Doctor Icon is solid yellow and LATITUDETM indicator is not lit. 


Issue:

It is possible your LATITUDETM Communicator is no longer functioning.

Action to take:

  • Unplug the power cord from both the wall outlet and the back of the Communicator for 1 minute. Replug.
  • Try a different power socket.
  • Press the Heart Button and the Status Button to check if the Communicator displays any lights.
  • If the Call Doctor Icon is still yellow, there’s no light under the word LATITUDETM and the Communicator is unresponsive contact the LATITUDETM Customer Support Team, your Communicator may need to be replaced.

Indicator:



One yellow collecting wave


Issue:

The Communicator was unable to find your implanted device.

Action to take:

  • Ensure the Communicator is optimally placed: make sure there are not metallic or electronic items around.
  • Move any wireless electronic devices (such as cell phone, modem, cordless phone, television, baby monitor, etc.)
  • Put the Communicator on your lap or on a table at the same height as your cardiac implanted device. Press the Heart Button to start a new interrogation of your device.
  • If the light remains yellow, contact the LATITUDETM Customer Support Team.

Indicator:



Two yellow collecting waves.


Issue:

The Communicator started but was not able to complete the interrogation of your device.

Action to take:

  • Ensure the Communicator is optimally placed: make sure there are not metallic or electronic items around.
  • Move any wireless electronic devices (such as cell phone, modem, cordless phone, television, baby monitor, etc.).
  • Put the Communicator on your lap or on a table at the same height as your cardiac implanted device. Press the Heart Button to start a new interrogation of your device.
  • If the light remains yellow, contact the LATITUDETM Customer Support Team.

Indicator:



Three yellow collecting waves.


Issue:

This indicates one of the following errors:

  • It is possible you have exceeded the weekly interrogation limit, or you may not be allowed to press the Heart Button.
  • You may be sitting too close to electronic or metallic items.

Action to take:

  • Ensure the Communicator is optimally placed: make sure there are no metallic or electronic items around.
  • Move any wireless electronic devices (such as cell phone, modem, cordless phone, television, baby monitor, etc.).
  • Put the Communicator on your lap or on a table at the same height as your cardiac implanted device. Press the Heart Button to start a new interrogation of your device.
  • If the light remains yellow, contact the LATITUDETM Customer Support Team.

Indicator:



One yellow sending wave.


Issue:

The Communicator was not able to find a connection method or, there is an issue related to the network.

Action to take:

  • If using a cellular connection: Make sure the USB cellular adapter is plugged correctly into the Communicator and the green led is lit. Try the other USB port. You can also move the Communicator to another location that may provide a stronger cellular signal.
  • If using the Ethernet adapter: Make sure the USB cable provided with the USB Ethernet adapter is firmly connected at one end to the USB Ethernet adapter and the other end to the USB port in the back of the Communicator.
  • Make sure the Ethernet adapter is firmly plugged to the Ethernet port of your router/modem. If the light on the front of the Ethernet adapter is not on, make sure the internet modem or router is powered on and functioning.
  • If using a standard telephone connection: check the telephone cable is plugged to a telephone wall jack and the Communicator.
    If you have a DSL internet service, ensure you are using a DSL filter between the Communicator and the telephone wall jack.
  • Press the Status Button for 6 seconds to try a new connection with LATITUDETM.
  • If the light remains yellow, contact the LATITUDETM Customer Support Team.

Indicator:



Two yellow sending waves.


Issue:

An attempt to connect to the clinician website failed due to issues relating to your connection method.

Action to take:

  • If using a cellular connection: Move the Communicator to another location that may provide a stronger cellular signal.
  • If using the Ethernet adapter: Make sure the Ethernet cable provided with the USB Ethernet adapter is firmly connected to the Ethernet port of your router/modem.
  • If using a standard telephone connection: Make sure your telephone is not being used at this time. Remove any splitters between the Communicator and the telephone wall jack. If you have a DSL internet service, ensure you are using a DSL filter between the Communicator and the telephone wall jack.
  • Press the Status Button for 6 seconds to try a new connection with LATITUDETM.
  • If the light remains yellow, contact the LATITUDETM Customer Support Team.

Indicator:



Three yellow sending waves.

Issue:

The Communicator was able to establish a connection with the clinician website, but the information could not be sent.

Action to take:


CAUTION: The law restricts these devices to sale by or on the order of a physician. Indications, contraindications, warnings and instructions for use can be found in the product labelling supplied with each device. Products shown for INFORMATION purposes only and may not be approved or for sale in certain countries. This material not intended for use in France.