Frequently asked questions about Technical support

• Check that the network cable is plugged into both the FibroScan^® device, and an active network jack in the wall.
• On the FibroScan^® Gateway server, there are 3 services that need to be running at all times. Please ensure that all 3 are running: FibroScan^® Gateway service, Mirth Connect service, and MSSQL service
• Also, if using Epic, please ensure that the patient has been checked in.

• Check that the network cable is plugged into both the FibroScan^® device, and an active network jack in the wall.
• On the FibroScan^® Gateway server, there are 3 services that need to be running at all times. Please ensure that all 3 are running: FibroScan^® Gateway service, Mirth Connect service, and MSSQL service
• Ensure that the patient was selected from the worklist prior to performing the exam. If the patient information was manually entered into the device, then the result will be in an error queue in your interface, and someone from your interface team will need to manually enter the order information into the result message and reprocess it in your interface, in order for the result to cross over to the patient’s chart.

The only preventative maintenance required is annual calibration of the probes associated with your FibroScan^®. To request a probe calibration or if you are experiencing issues with your FibroScan^®, simply reach out to Echosens Support Service via the form, or by calling us at (866) 905-4837.

If you are experiencing issues with your FibroScan^® and/or associated probes, simply reach out to Echosens Support Service via the form, or by calling us at (866) 905-4837.

Verify that the USB cable is plugged into the laptop securely, as well as on the FibroScan^® GO. The connection process may take up to 5 minutes. If you still experience issues, or if the connection is lost intermittently, please reach out to Echosens Service via the form, or by calling us at (866) 905-4837.

You can find a list of recommended cleaning products on the dedicated page. 

No. It is not recommended to submerge any part of the probe, aside from the transducer tip in liquid.

Backup and delete any PHI (exam records) from your FibroScan^® device before sending it in to a service representative. Failure to do so may constitute a violation of HIPAA rules.

Additionally, make sure that the probes are disconnected from the machine, and only ship them along with your device if requested by the Echosens Service representative. Typically, you will be provided a shipping label as well as a protective case to ship your FibroScan^® within. Package the FibroScan^® securely in the case without any accessories (Power supply, USB devices, etc) and use the provided shipping label.

PLEASE NOTE: Echosens is not responsible for any damage incurred due to improper shipment of your FibroScan^® device and/or loss due to theft.

If you are experiencing inconsistent/inaccurate exam results, please reach out to Echosens Service via the form, or by calling us at (866) 905-4837.

Please be prepared to provide 1-3 anonymized exam reports showing the inconsistent results via email.

Your FibroScan^® probes will require re-calibration once per year. We recommend noting the calibration due date in your calendar or on the probes themselves and reach out to request calibration at least 30 days in advance of when they are due.