Lumify Quick Service Reference Guide (QSRG)

LUMIFY
QUICK SERVICE REFERENCE GUIDE
CSIP Level 2
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CONTENTS
ABREVIATIONS ................................................................................................................................................................................................................................................................................................. 3
THEORY ............................................................................................................................................................................................................................................................................................................ 4
LUMIFY BLOCK DIAGRAM ........................................................................................................................................................................................................................................................................... 4
TRANSDUCER TEST RESULTS ............................................................................................................................................................................................................................................................................ 5
TROUBLESHOOTING ........................................................................................................................................................................................................................................................................................ 6
LUMIFY APP ERRORS LIST ........................................................................................................................................................................................................................................................................... 7
LUMIFY REACTS ERROR LIST ..................................................................................................................................................................................................................................................................... 14
REACTS – FAULT ISOLATION TREE............................................................................................................................................................................................................................................................. 20
FREQUENTLY ASKED QUESTIONS (FAQS) AND TROUBLESHOOTING TIPS...................................................................................................................................................................................................... 21
ACCOUNT MANAGEMENT ........................................................................................................................................................................................................................................................................ 21
PRODUCT OFFERING ................................................................................................................................................................................................................................................................................. 21
SETUP AND CONFIGURATION ................................................................................................................................................................................................................................................................... 25
SUSCRIPTION DETAILS AND MANAGEMENT ............................................................................................................................................................................................................................................. 31
TECHNICAL SUPPORT INFORMATION AND TROUBLESHOOTING .............................................................................................................................................................................................................. 34
LUMIFY REACTS TROUBLESHOOTING ....................................................................................................................................................................................................................................................... 41
PURCHASE DETAILS AND MANAGEMENT ................................................................................................................................................................................................................................................. 43
TABLET COMPATIBILITY ................................................................................................................................................................................................................................................................................. 45
PART NUMBER LIST ....................................................................................................................................................................................................................................................................................... 45
ANDROID BASICS ........................................................................................................................................................................................................................................................................................... 46
ANDROID WI-FI CONFIGURATION............................................................................................................................................................................................................................................................. 46
ANDROID ENCRYPTION ............................................................................................................................................................................................................................................................................. 48
SD CARD ENCRYPTION ......................................................................................................................................................................................................................................................................... 48
DEVICE ENCRYPTION ............................................................................................................................................................................................................................................................................ 50
ANDROID FILE EXPORT.............................................................................................................................................................................................................................................................................. 52
REVISION HISTORY ......................................................................................................................................................................................................................................................................................... 54

LUMIFY Quick Service Reference Guide Version: 201903025
ABREVIATIONS
TERM DESCRIPTION
ACB Acquisition Control Board
ACF Acquisition Control FPGA: Main beamformer and signal processing circuitry. Part of ACB.
ADC Analog to Digital Converter
AFE Analog Front End: The main analog circuit for the beamformer.
ASIC Application-Specific Integrated Circuit: A custom chip designed for a specific application.
EEPROM Electrically Erasable Programmable Read-Only Memory
FPGA Field Programmable Gate Array
FX2 USB Microcontroller
HMB Hurricane Micro-beamformer Board: The PCB inside the transducer that holds the ASICs.
Hurricane The microbeamformer ASIC used in the Lumify transducers.
VREG Voltage regulation
XDCR Transducer
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THEORY
LUMIFY BLOCK DIAGRAM
ARRAY
HMB
Hurricane
ASIC’s
MOBILE DEVICE
Android OS Based
Control
Data
ACB
AFE
ACF
Analog
BF FPGA
Front End
EEPROM
FX2
VReg
USB µController
Micro USB
Micro USB Connector
or
USB C
Connector
USB Cable
(See the QSRG for cable-tablet compatibility)
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TRANSDUCER TEST RESULTS
TEST Area of focus for test Field actions if result is fail

USB Cable Measures the voltage drop across the USB cable and determines if it is within specified limits. 1. Inspect connector on tablet.
Test 2. Replace USB cable.
ACB Sensor Tests the temperature, light, voltage and current sensors on the ACB.  Replace Xdcr
Test
HMB Test Tests the temperature and voltage sensors on the HMB.  Replace Xdcr
HV Control Tests the high voltage supplies on the HMB and ACB by stepping the voltage and measuring  Replace Xdcr
Test current using the test load.
EEPROM Check the checksum of the EEPROM 1. Re-install software
Test 2. If the problem still exists, replace Xdcr
Data path Tests the ultrasound data path (greyscale, flow, pw) by inserting a known data pattern and  Replace Xdcr
Test comparing with expected data. Tests mainly focuses on the FPGA on the ACB.
ADC Receive Tests the analog signal path (ACB & HMB) by connecting the test input to the receive path and  Replace Xdcr
Test verifying the frequency and amplitude of the test signal
Element Determines if there are any weak or dead transducer elements on the probe. This is essentially  Determine if image quality
Test an end to end test so if any of the previous tests fail there is an increased chance of this failing as degradation is occurring:
well. 1. If no – continue use
2. If yes – replace Xdcr
Log Upload This is not part of RST. Lumify SW handles uploading the RST logs to the server  Ensure tablet has network and
internet connectivity
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LUMIFY OFFERING SUMMARY
Sales Offer Service Support
Region Subscription Outright Remote SW

System Rugged Self
Model Purchase Service updates Warranty
Bundle System Service
(BYOD) (BYOD) Support (Free)
 Transducer:
 Outright purchase and System Bundle: 5
years
USA √ √ √ √ √ √ √
 Subscription: Ongoing
 Tablet:
 System Bundle only: 1 year
 Transducer:
GLOBAL X √ X X √ √ √
 Outright purchase: 5 years
 BYOD: Bring your own device.

 Outright Purchase: Customer purchases the transducer(s) only, still BYOD model applies.
 System Bundle: Philips provided transducer(s) and tablet.
 SW updates are free through the Google Play Store push updates.
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TROUBLESHOOTING
LUMIFY APP ERRORS LIST

EVENT MESSAGE TO USER: RECOMMENDED ACTION:
Lumify is Charging You cannot scan with Lumify while your device is  Wait until the tablet is sufficiently charged and then disconnect the
charging. Disconnect the device from the charger to tablet from the charger to continue use
continue.
Out Of Space Unable to save image or loop because there is insufficient  Open the review page in the Lumify app, and delete unnecessary
Acquire Message storage space. To free storage space, delete saved exams exams. Make sure to export and backup the exams first as necessary
from Review.
Out Of Space Lumify is almost out of storage space. To free storage  Open the review page in the Lumify app, and delete unnecessary
Message space, delete saved exams from Review. exams. Make sure to export and backup the exams first as necessary
Internal Error Unexpected problem. Please disconnect and reconnect  Disconnect and reconnect the transducer. If the problem still exists,
your transducer to try again. reboot the tablet, and reconnect the transducer.
Fatal Halt Lumify cannot run on this device. Please access the  This error occurs when the Lumify software has been installed on a
Lumify portal support section for tablet specifications and tablet that does not meet minimum specifications.
further troubleshooting assistance Action:
 Refer user to compatible tablets list and recommend they obtain one
of those tablets.
Export Notice for E- If the images contain patient identifiable information  This message is informational and no troubleshooting steps are
Mail and Local under applicable privacy laws and regulations, then you required
Directory are responsible to make sure that the patient authorizes
you to transmit his or her medical images to third parties,
as may be required by such laws and regulations or that
transmission is otherwise permitted under such laws and
regulations. Philips does not represent that information
transmitted via this feature meets applicable security
laws and standards. Please consult with your IT
department before using this feature.
Failed Install Lumify cannot install on this device. Please access the 1. Re-boot the tablet.
Lumify portal support section for tablet specifications and 2. Download the Lumify application again and attempt to reinstall.
further troubleshooting assistance 3. Make sure there is enough available memory to install the Lumify
application
4. If neither of these actions fix the issue then it's likely there is a
problem with the tablet that is causing other applications to also have
installation issues, recommend the user has their local IT
representative look at the tablet
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System Check Failed System check failed. Please access the Lumify portal  This error will be shown during probe registration, where a system
support section for further troubleshooting assistance or check is done to make sure the probe can acquire 20 frames. This
contact a Philips support representative. check will fail if: the user disconnects the probe before the check
completes, or if all 20 frames are not acquired within 10 seconds.
Actions
1. Disconnect and reconnect the probe.
2. Re-attempt to register and ensure the probe is not disconnected
during the registration process.
3. Check to make sure the user is using a tablet from the compatible
tablet list. If they are in the problem persists then it is likely that the
transducer would need to be replaced
4. If the user is not using a tablet from the compatible tablets list then
refer the user to the compatible tablets list and recommend they
obtain one of those tablets.
Date Format Your device’s date format has changed. Please restart  Reboot the tablet and continue normal use
Changed Message your device before scanning with Lumify.
Export Video Your device may not adequately support video encoding.  If this message appears, it is an indication that the tablet may not
Formatting If loop export fails, consult the web portal and select a support the type of video encoding necessary for loop export, the
new device that meets minimum specifications. solution in this case would be to refer the user to the compatible
tablets list and recommend they obtain one of those tablets.
Upload Logs Unable to transfer log files. Please make sure your device 1. Check to ensure that the device has Internet connectivity via Wi-Fi
Network Not is connected to the Internet and try again (most likely scenario) or cellular connection.
Available 2. If the device has Internet connectivity via Wi-Fi or cellular connection,
ask the user to launch a browser to make sure that they are able to
access the Internet through other applications.
3. If they are not able to access the Internet through a browser refer
them to their local IT support for help.
4. If the tablet has Internet connectivity and the user is able to access
the Internet through other applications, check the PRS portal to see if
the logs have transferred successfully. If the logs have not
transferred, note the serial number of the transducer being used, the
EUI64 number (both found in settings), and the approximate date and
time the logs were being transferred and escalate to the PRS
helpdesk
Upload Logs Unable to transfer log files. Please make sure your device 1. Check to ensure that the device has Internet connectivity via Wi-Fi
Connection Error is connected to the Internet and try again (most likely scenario) or cellular connection
2. If the device has Internet connectivity via Wi-Fi or cellular connection,
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helpdesk
Upload Logs Unable to transfer log files, please make sure your device 1. Check to ensure that the device has Internet connectivity via Wi-Fi
Connection Retry has Internet connectivity and retry. (most likely scenario) or cellular connection
2. If the device has Internet connectivity via Wi-Fi or cellular connection,
helpdesk
External Storage The system’s added memory card storage is unavailable. 1. Reboot the tablet, and if necessary re-seat any removable memory
Please restart your device and try again. (SD card, etc.)
2. If the message continues to appear ask the user to contact their local
IT support
External Storage The system’s added memory card storage is unavailable 1. Ask the user to disconnect any other USB device that is connected to
Connected PC because it is being shared. Please disconnect any the tablet
connected devices and restart the application 2. Ask the user to work with their local IT support to see if there are
other applications running that might be affecting memory card
usage
External Storage The system’s added memory card storage is unavailable  Ask the user to re-insert any removable memory they had been using
Removed because it was removed. Please reattach your external previously to store Lumify exams and images
storage device and then restart Lumify.
External Storage Checking added memory card storage. Please wait. When  Restart the Lumify application when prompted to do so
Checking the check is complete, restart Lumify.
Performance System resources are low. Please close open applications. 1. Power off and then reboot the tablet.
Warning Message For further troubleshooting assistance access the Lumify
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portal support section or contact a Philips support 2. Reboot the tablet to close all open applications, or close applications
representative. from the Android application manager
3. Free up storage memory on the device by removing unused apps.
4. If the problem persists check to see if the user is using a tablet from
the compatible tablets list
5. Anything that will free up the tablet’s resources (memory, CPU) will
help improve performance.
Xdcr Not Registered Your transducer is not registered. Please connect to the  This message will appear the first time a transducer is connected to
Message internet and reconnect the transducer to register. an application/tablet, and after a software upgrade has occurred.
Actions:
1. Check to ensure that the device has Internet connectivity via Wi-Fi
(most likely scenario) or cellular connection
2. Once the device has Internet connectivity, open the Lumify
application and follow the instructions for registering the transducer
DB Repair Failed Unable to repair database. For further troubleshooting  A Repair DB operation will fail when:
assistance access the Lumify portal support section or o The app cannot find the list of patients or the loading of that list fails
contact a Philips support representative. o The app cannot find the list of exams or the loading of those exams
fails
o Both of the above could occur if the user removed an SD card where
the patient and exam files are stored, or if they deleted the files, or if
those files somehow got corrupted.
Actions:
1. Check to make sure any removable memory is in place and seated
correctly
2. Ask the user to obtain a different removable memory and try using
that in case the original removable memory became corrupted or
failed somehow
Email Not Found No valid email applications were found. Please verify that  Ask the user to check to make sure that they have an e-mail
you have a valid email account added. For further application installed on the tablet, and a mail account is properly
troubleshooting assistance access the Lumify portal configured in the tablet settings. If assistance is required with this,
support section or contact a Philips support recommend the user contact their local IT support.
representative.
Power Monitoring A scanning error has occurred. Please disconnect and  Their probe is exhibiting power failures, which could mean that:
Failures reconnect transducer to resume. For further o Their probe is not properly connected
troubleshooting assistance access the Lumify portal o The tablet’s battery is too low
support section or contact a Philips support o The probe is in some error state and needs to be power cycled.
representative. Normally, reconnecting the transducer and making sure the tablet is
charged should resolve any power failures, and if that doesn’t resolve
the problem, it might be necessary to replace the cable or transducer
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it could also be possible that the USB port on the tablet is defective,
or a USB hub is being used.
Actions:
1. Disconnect and reconnect the transducer
2. Ensure nothing is plugged into the USB connection between the
transducer and tablet
3. Connect a different USB device to the tablet to make sure the USB
port is working correctly
Temperature sensor A scanning error has occurred. Please disconnect and  The probe has a temperature sensor that measures the temperature
missing or reconnect transducer to resume. For further of certain probe components to make sure it is within range. If that
disconnected troubleshooting assistance access the Lumify portal sensor is broken either the probe is defective or the connection to
support section or contact a Philips support the probe is broken.
representative. Actions:
2. Replace the transducer
Registration failed The transducer does not appear to be valid or may not 1. Verify the transducer is a Lumify transducer
because the portal have the correct firmware version. For further 2. Disconnect and reconnect the transducer
does not recognize troubleshooting assistance access the Lumify portal 3. Look up the transducer serial number in the Lumify admin portal to
the device (Usually support section or contact a Philips support verify whether the transducer shows up as assigned to the correct
when the software representative. customer and the customer has a valid subscription
version isn’t 4. Verify the Lumify app version number is the most current, if not
recognized) recommend the customer update to the latest software version
Could not connect to "A server error occurred. Please make sure you are 1. Check to ensure that the device has Internet connectivity via Wi-Fi
internet during connected to the internet and try again. For further (most likely scenario) or cellular connection
registration troubleshooting assistance access the Lumify portal 2. If the device has Internet connectivity via Wi-Fi or cellular connection,
support section or contact a Philips support ask the user to launch a browser to make sure that they are able to
representative. access the Internet through other applications.
Corrupt Resources Lumify did not install correctly. Please reinstall Lumify 1. Uninstall the Lumify app if it has been previously installed on the
(XDCR files etc.) from the Google Play store. For further troubleshooting tablet.
assistance access the Lumify portal support section or 2. Download the latest version of the app from the Google play store
contact a Philips support representative. and install that version
Buffer overflow "Scanning Error", "Please reconnect the transducer and 1. Make sure the probe is well connected on both sides of the cable
try again. For further troubleshooting assistance access 2. Make sure the tablet is charged above 30% and restart the tablet
the Lumify portal support section or contact a Philips
support representative.
Failed to stop "Scanning Error", "Please reconnect the transducer and 1. Make sure the probe is well connected on both sides of the cable
scanning try again. For further troubleshooting assistance access 2. Make sure the tablet is charged above 30%
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the Lumify portal support section or contact a Philips 3. Restart the tablet
support representative.
Corrupt Xdcr file Lumify did not install correctly. Please reinstall Lumify 1. Uninstall the Lumify app if it has been previously installed on the
(CRC check failed) from the Google Play store. For further troubleshooting tablet.
XDCR file not found Lumify is not installed correctly. Please reinstall Lumify 1. Uninstall the Lumify app if it has been previously installed on the
from the Google Play store. For further troubleshooting tablet.
Error reading XDCR Lumify is not installed correctly. Please reinstall Lumify 1. Uninstall the Lumify app if it has been previously installed on the
file from the Google Play store. For further troubleshooting tablet.
Transducer not Incompatible transducer. For troubleshooting assistance  If this message appears, the user will most likely be attempting to
compatible access the Lumify portal support section or contact a connect a Visiq or other manufacturer transducer to the Lumify app.
Philips support representative. Actions:
1. Verify what model of transducer is being connected to the tablet
2. Inform the user that only Lumify transducers are supported by the
Lumify app
Unsupported "The transducer you have connected is not supported.  If this message appears, the user will most likely be attempting to
transducer Supported transducers are” connect a Visiq or other manufacturer transducer to the Lumify app.
connected Actions:
1. Verify what model of transducer is being connected to the tablet
2. Inform the user that only Lumify transducers are supported by the
Lumify app
Couldn’t connect "Scanning Error", "Please reconnect the transducer and 1. Re-start the tablet and make sure the battery is well charged.
transducer because try again. For further troubleshooting assistance access 2. Asked the user if the battery is able to hold a charge well, if the
it disconnects during the Lumify portal support section or contact a Philips battery is old and cannot hold a sufficient charge, the user may see
initialization. support representative. (Code 3)" these intermittent scanning error messages
4. Verify the tablet is one of those listed on the compatible tablet list. If
it is not, recommend the user obtain one of the compatible tablets
Incomplete Export Image export was incomplete; please try exporting the 1. Attempt to export the exams again
Confirmation exams again.
Incomplete Export (Number) saved images or loops are corrupted and  If the user proceeds with the export some of the images may not be
Text Multiple cannot be exported. Would you like to proceed with viewable at the export destination
exam export anyway?
(Button choices: Cancel/Proceed)
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Incomplete Export One saved image or loop is corrupted and cannot be  If the user proceeds with the export some of the images may not be
Text Single exported. Would you like to proceed with exam export viewable at the export destination
anyway?
(Button choices: Cancel/Proceed)
Software Recall "Software Recall Notice" + [Some reason provided by the  This message is pushed to the app by the Lumify portal in the event
Notice portal] that a mandatory FCO is released. The text will include information
specific to a particular release.
Actions:
1. Download and install the new version of the Lumify application
Registration Expired The registration for the connected transducer has  This message appears when the application has not connected to
expired. Please connect to the internet and relaunch Lumify portal via the internet at least once in a 30 day period.
Lumify app to renew your registration" Actions:
2. Launch the Lumify application to initiate the registration check
3. If internet connectivity exists, and registration fails, check to ensure
the subscription for the transducer is valid
Registration “Registration Expiration Warning", "The connected  This message appears when the application has not connected to the
Warning transducer will expire in X days". Please connect to the Lumify portal via the internet for an extended period of time and the
internet and relaunch Lumify app to renew your 30 day expiration deadline is imminent.
registration" Actions:
2. Launch the Lumify application to initiate the registration check
Temperature "The sensor probe temperature is too hot for safe  This message appears when the transducer temperature sensor
Warning operation. Please disconnect the transducer, and allow it passes a maximum threshold. This should be a very rare occurrence.
to cool before retrying." Actions:
1. The transducer must cool down before continued scanning is
allowed. Unplug the transducer and allow it to cool.
2. Reconnect the transducer after it has cooled and continue scanning
activities.
Resources low “System is running low on resources which is impacting  This message if encountered while using the L12-4 in M-Mode, is
your frame rate. Please close other open applications. For indicative of how fast the user is adjusting the gain function as well as
further troubleshooting assistance access the Lumify the processing limitations of the tablet for L12-4.
portal support section or contact a Philips support Possible troubleshooting is to slow down when adjusting gain of the
representative.” L12-4 image
Unsupported “Unsupported transducer. The transducer you have  S4-1 transducer requires Lumify app version 1.6. To check app
Transducer connected is not supported. Supported transducers are version, have user go to Lumify - Settings -> About menu.
C5-2U, L12-4”
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If the app version 1.2 or earlier, go to the Google Play Store to

upgrade to 1.6.
Lumify is unfrozen None Reseat the transducer cable at the transducer end (some tablets will fail
but the image won't to sense a cable disconnect when it occurs at the transducer).
update
Lumify images don't None Use the Export Destination Settings -> Brightness and Contrast controls to
have the same adjust the appearance of images being sent to the target device. The
brightness and user should send a series of test images to the PACS, each with different
contrast when settings, then use the settings that provide the most satisfactory PACS
displayed on the display.
PACS as they do on
the tablet.
Lumify is not None 1. Verify the Keyboard Settings.

showing "/" symbol 2. Download "Google keyboard" from App Store.
when introducing 3. Select the new keyboard as default.
the Birth Date in
Patient Info
Interface
NVIDIA Shield No annotation Deleted. 1. Perform an annotation on 2D or M-Mode.
unable to delete Observed: Annotation does not delete or disappear. 2. To delete the annotation tap and hold. A message should appear,
annotations Expected: Tap and hold, message should appear to allow "delete annotation"
user to delete the annotation.
-
LUMIFY REACTS ERROR LIST

EVENT MESSAGE TO USER: RECOMMENDED ACTION:
CameraUnavailableTitle Camera Unavailable.  Check Camera settings by going to Lumify -> Settings -> Reacts
Settings -> Camera settings, Call settings
CameraUnavailableMess The camera could not be accessed. If the problem  Check Camera settings by going to Lumify -> Settings -> Reacts
age persists try restarting your device. Settings - > Camera settings, Call settings
 If camera settings are already setup, try restarting the device
ReactsUnavailableOSDes The Reacts feature requires Android Marshmallow Check Android version of the user's smart device by:
cription (6.0) or higher to run. Please check for an OS update  Going to admin portal -> Reports -> DHR (Search for transducer SN) -
for your device if you would like to use Reacts. >Android OS version
 Going to Lumify -> Settings -> About
ReactsUnavailableTablet The Reacts feature is not compatible with this device.  Check Tablet Compatibility List to ensure user is using device that is
Description compatible with Reacts
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ReactsUnavailable Reacts Unavailable.  Check Reacts Service availability

ReactsCallWasLost Call Was Lost. Potentially there is an issue with the user’s network connection.
1. Confirm the user can connect to the internet, and their IT department
has whitelisted the necessary IIT URLs.
2. See "Troubleshooting connectivity Issues" section in the User manual.
ReactsCallWasLostExpla Check your internet connection, then try again. 1. Verify that the system has access to wireless or cellular network.
nation 2. Have the user visit an internet site to internet connection
3. Confirm Reacts Service is available.
4. Confirm customer has access to Reacts:
https://svc.iitreacts.com/api/echo (see Verifying Network Access to
Reacts subsection of User Manual)
5. If still not able to connect, have user contact their network
administrator and ensure specific domains required for Lumify and
Reacts are whitelisted. See section Troubleshooting Connectivity
Issues of Lumify User Manual
ReactsConnectingToSign Failed to connect to signaling server. 1. Verify that the system has access to wireless or cellular network.
alingServerFailed 2. Have the user visit an internet site to internet connection
ReactsConnectingToLogi Failed to connect to Login web service. 1. Verify that the system has access to wireless or cellular network.
nWebServiceFailed 2. Have the user visit an internet site to internet connection
ReactAccountLocked Account locked.  User would need to reset password by going to
https://iitreacts.com/en/account/forgot-password
LoginAccountInactive The account has not been activated. 1. Confirm whether customer has redeemed access codes provided by
Lumify.
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1. Confirm by going to Lumify admin portal and searching by Transducer

Serial number.
2. Check for expiration date of the access code.
3. Create Zendesk ticket with IIT at https://reacts.zendesk.com/hc/en-
us/requests/new
LoginInvalidPublicKey Unable to establish communication with the server. 1. Check Reacts Service availability (if planned outage, IIT would have
sent email communication); Check iitreacts.com for any news about
outage.
2. Have user visit an internet site to internet connection.
Issues of Lumify User Manual.
LoginAccountLocked The account is locked due to too many attempts. User would need to reset password by going to
https://iitreacts.com/en/account/forgot-password
LoginLicenseExpired The license for this account is expired. 1. Confirm whether customer has redeemed access codes provided by
Lumify. Confirm by going to Lumify admin portal and searching by
Transducer Serial number.
1. Check for expiration date of the access code
us/requests/new
LoginInvalidClientVersio This version of Lumify is not supported. Please  Check version of Lumify app. Lumify app needs to be 1.8 or higher to
n update your app to continue using the Reacts be supporting Reacts for peer-to-peer collaboration.
feature.
LoginUnknownError There was a problem while communicating with the 1. Check Reacts Service availability (if planned outage, IIT would have
Reacts service, please try again later. sent email communication); Check iitreacts.com for any news about
outage.
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ReactsNetworkUnavaila Reacts could not find an active network connection. 1. Check Reacts Service availability (if planned outage, IIT would have
ble sent email communication); Check iitreacts.com for any news about
outage.
ReactsInternetUnavailab Reacts is having trouble accessing the internet. 1. Check Reacts Service availability (if planned outage, IIT would have
le sent email communication); Check iitreacts.com for any news about
outage.
ReactsCheckNetworkSet Please check your settings and try again. 1. Check Reacts Service availability (if planned outage, IIT would have
tings sent email communication); Check iitreacts.com for any news about
outage.
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RegistrationFailure Could not create account. 1. Confirm whether customer has redeemed access codes provided by
Lumify. Confirm by going to Lumify admin portal and searching by
us/requests/new
RegistrationInvalidLicens Invalid license key. 1. Confirm whether customer has redeemed access codes provided by
eKey Lumify. Confirm by going to Lumify admin portal and searching by
us/requests/new
RegistrationAlreadyUsed License key already used. 1. Confirm whether customer has redeemed access codes provided by
LicenseKey Lumify. Confirm by going to Lumify admin portal and searching by
us/requests/new
RegistrationExpiredLicen License key is expired. 1. Confirm whether customer has redeemed access codes provided by
seKey Lumify. Confirm by going to Lumify admin portal and searching by
2. Check for expiration date of the access code.
3. If expired, ask user to renew license (Philips does not pay for
extension of the license)
Reacts_poor_connection Connection problem detected, video may be delayed Potentially an issue with user’s network connection.
or low quality. This could be due to a weak wireless  Confirm if the user can connect to the internet, and has their IT
signal, an overloaded internet connection, or network department has whitelisted the necessary IIT URLs. See "Trouble
interference. connectivity Issues" section in the User manual.
Reacts_call_failed Call failed. Potentially an issue with user’s network connection.
 Confirm if the user can connect to the internet, and has their IT
department has whitelisted the necessary IIT URLs. See "Trouble
connectivity Issues" section in the User manual.
ReactsPerformanceWarn Poor connection with Reacts server. Your Reacts call Potentially an issue with user’s network connection.
ing quality may be reduced.  Confirm if the user can connect to the internet, and has their IT
ReactsAutoLoginFailed Failed to log in to Reacts. Please check your network Potentially an issue with user’s network connection.
connection.
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CSIP Level 2
 Confirm if the user can connect to the internet, and has their IT
login_failed_expired Your Reacts membership has expired. Please 1. Confirm whether customer has redeemed access codes provided by
<ahref=\"https://www.iitreacts.com/PlansPricing\" Lumify. Confirm by going to Lumify admin portal and searching by
>renew</a> your subscription to continue Transducer Serial number.
using Reacts. 2. Check for expiration date of the access code.
3. If expired, ask user to renew license (Philips does not pay for
extension of the license).
4. If not expired, escalate to IIT with a Zendesk ticket
https://reacts.zendesk.com/hc/en-us/requests/new
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REACTS – FAULT ISOLATION TREE

Issue category Issue sub-category Troubleshooting Section Reference
Customer calls with

issue while using Login/Account
Access/Coupon code
Reacts Authentication
redemption
problem
Login/Reacts Server
Reacts Service Availability
connectivity
Which part of
Issues with
Reacts is Contacts Contacts Management
customer Y Y
customer trying
network?
to use
Call quality Network troubleshooting

N
Using Reacts Using Reacts
Is issue with
compatible Y Tablet compatibility List
tablet?
User logging in
N for 1st time?
Gather info
and open
User account User authentication/ zendesk ticket
Y
valid? account related (See Training
Access/Coupon code Resolved N
Is License valid? US9122 for
redemption ? detailed steps)
Reacts service Reacts service Is Reacts service

Y Reacts Service availability
available? (server side) outage planned?
Access/Coupon code
N Login issues
redemption
Audio/Video issues
Reacts related
Y Network troubleshooting
application issue
Call quality?
Desktop client
Desktop or
embedded?
Troubleshoot for Reacts on Philips

Troubleshoot Embedded in Philips product
product
issue
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FREQUENTLY ASKED QUESTIONS (FAQS) AND TROUBLESHOOTING TIPS

This table includes FAQs that are available to customers on the Lumify portal per category. Additionally, this table includes some FAQs that are only for CSIP Level
2 access (highlighted in RED in the following table with the following icon in the “CSIP level 2” Column). FAQs that are CSIP Level 2 qualified are restricted
proprietary and confidential information that CANNOT BE DISTRIBUTED OR LICENSED AND IS ONLY FOR THE USE OF PHILIPS PERSONNEL AND LICENSED
REPRESENTATIVES. IT IS NOT TO BE DISTRIBUTED, SHARED, COPIED, TRANSFERRED OR OTHERWISE PROVIDED TO ANYONE ELSE, ELECTRONICALLY OR OTHERWISE.
Note: These FAQs are from the USA version of the Customer Website. For a non-English translated version of these FAQs, the service team should refer to the local
website in order to provide exact answers to the customers in the local language.
ACCOUNT MANAGEMENT
CSIP Level
Question Answers Public
2
I’m logged on but can’t see the The first customer who is registered to purchase on behalf of your organization is the customer
store. administrator and has rights to purchase. The customer administrator can add additional customer
users (customers who use the device but cannot purchase or view pricing) or customer administrators N
to your account on the Lumify portal. Click Manage Users to add, delete, or change customer users to
customer administrators.
Who is able to manage my The first customer who is registered to purchase on behalf of your organization is the customer
account? administrator. The customer administrator can add additional customer users (customers who use
the device but cannot purchase or view pricing) or customer administrators to your account on the N
Lumify portal. Click Manage Users to add, delete, or change customer users to customer
administrators.
What do I need to do to get Before you can use Lumify with Reacts for the first time, first you need to have the Lumify 1.8, then
access to Reacts on my Lumify you must be connected to the Internet and do the following:
system? 1. Redeem or share your Reacts access codes to activate your free Reacts licenses.
2. Create a Reacts account. If you already have a Reacts account, you can use your Reacts credentials Y
to log in to Reacts
3. Add Reacts contacts.
See User Manual for detailed instructions for each of these steps.
PRODUCT OFFERING
CSIP Level
2
Will you add other imaging The Lumify team is continuously working on improving Lumify, including new transducers, features
modes such as PW Doppler? and services. Y
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Which transducers have the M- M-Mode is available on the S4-1, C5-2 and L12-4 transducers
Mode enabled? Y
What measurements are Currently with M-Mode, when you freeze the image you can make linear caliper measurements and
available on M-Mode? that will compute the Distance, Time and Slope on the M-Mode trace Y
Can I use Lumify outside the Lumify is a transportable ultrasound system intended for use in environments where healthcare is
hospital? provided by healthcare professionals that may include home, hospital, clinical or medical office, and Y
transportation (EMT) environments.
Can Lumify be used outside the The Lumify transducer family has passed all stringent testing to meet the Home Healthcare (IEC
hospital? 60601-1-11) and the Pre-Hospital (IEC 60601-1-12) standards, including the military standard
(Section 8 RTCA DO-160G) for a fuselage location Category S for fixed wing and Category U for N
rotary wing and EMC Class B
How does Lumify’ s imaging The Lumify app provides imaging performance comparable to larger systems, with no compromise in
performance compare to other depth penetration or tissue resolution. Y
systems?
How much usage time can I get Scan times depend on your device, but generally, you can scan continuously for two to four hours. To
from my Lumify system? see the estimated scan time for compatible devices, please visit www.philips.com/lumify-compatible- Y
devices.
How much memory space will The Lumify app requires approximately 50 MB of storage space, with additional storage space
Lumify require? required for patient data. Y
How durable is the Lumify The Lumify transducer family has been designed and tested to meet the rigorous reliability needs of
transducer? the highly mobile ultrasound market and to ensure that your transducers will survive the type of wear X
and impact that occurs in the highly mobile ultrasound environment.
Can you tell me more about You can subscribe to the Lumify service on a month-to-month basis, with no long-term contract. The
how the Lumify subscription subscription model ensures that you always receive the latest ultrasound technology and includes
works and what it includes? Lumify transducers, the Lumify app, software upgrades, a manufacturer's warranty, and access to Y
Philips service and education. Your subscription includes a carrying bag for your device and transducer
or transducers. Your subscription does not include an Android device.
What education or training is Lumify is intuitive and does not require extensive in-service training. Philips offers select point-of-care
offered with Lumify? education resources at no charge, as well as more extensive education and training courses for a fee.
Please visit http://www.usa.philips.com/healthcare/education-resources/education-training to view Y
all educational resources and offerings.
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What is Lumify's image storage Typical exams with a few still images take only about 10 MB of storage. With a few 3 second loops
capacity? more like 50MB. You can store many hundreds of exams on the smallest tablet we support (16GB
storage). Actual storage varies depending many factors like how much other stuff you have on the Y
tablet
Does Lumify support Windows At this time, Lumify supports only Android devices. We are continually exploring opportunities to
devices, such as the Surface expand support for all platforms. Y
tablet?
Does the Lumify patient Yes. The patient data form has a field for accession number
information include accession Y
numbers?
Can I make near-field or far-field You can adjust overall gain with Lumify, and AutoScan (continuous iScan gain optimization) is always
gain adjustments with Lumify? on to keep the image gain uniform from shallow to deep. Y
Is loop capture prospective or Lumify captures loops (3-10 seconds in length) prospectively. Lumify starts capturing once you touch
retrospective? Save Loop and continues to capture until you touch Stop or until the specified loop length time Y
expires.
Can I buy Lumify in the US and The purchaser has to be a licensed physician in the country of purchase and the shipping address also
use it internationally? needs to be from the country of purchase. Beyond this, as per discussions with regulatory/legal, there
are 3 points to answer the question: “can I take Lumify international”
 We are not in a position to advice on transporting the device internationally.
 You need to connect to the internet every 30 days with Lumify running so that the app can contact
the portal and confirm the subscription.
 Philips does not yet have any international support infrastructure in place.
Does Lumify include XRes? Yes. XRes, the latest generation of image processing, improves image resolution and makes structures
easier to visualize. Philips optimizes XRes for each clinical application. Y
Do we have "Needle Our SonoCT steered beam compounding capability, gives us the ability to see the needle well.
Visualization" Feature? However we do not have a specific needle visualization feature.
Does Lumify include Tissue Yes. Lumify uses THI based on the clinical application. For example, on the C5-2 transducer, both the
Harmonic Imaging (THI)? gallbladder and OB/GYN applications use THI. Y
Does Lumify include SonoCT? Yes. SonoCT, sometimes called spatial compounding or multibeam, is active on the L12-4 and C5-2
transducers for all applications except Lung. Y
Accreditation; Can I use images Accreditation is based on the equipment used for complete diagnostic studies. Lumify alone, without
acquired from Lumify for spectral Doppler, would not be able to produce clinical exams that meet this accreditation criteria. It
Accreditation purposes? can be used to compliment a fully functional lab.
Reimbursement - Will I get Lumify is a prescription medical device available for purchase by licensed medical physicians (defined
reimbursed for exams as Doctor or Medicine – MD or Doctor of Osteopathic Medicine – DO) and healthcare providers that Y
performed using Lumify? employ licensed physicians.
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Ultrasound services performed with an Ultra mobile or hand-carried ultrasound system are reported
using the same ultrasound codes that are submitted for studies performed with cart-based ultrasound
systems so long as the usual requirements are met. All ultrasound examinations must meet the
requirements of medical necessity as set forth by the payer, must meet the requirements of
completeness for the code that is chosen, and must be documented in the patient’s record, regardless
of the type of ultrasound equipment that is used.
Does Lumify support DICOM Yes, you can configure and query a DICOM MWL server. For more information, see your Lumify User
Modality Worklist (MWL)? How Manual.
Y
do I setup a Modality Worklist
server?
Can I create temporary ID when Yes. Touch Scan on the Scan/Create Patient display to begin imaging without entering patient
I start an exam? If so, can I information. You can modify patient data at any time until you end the exam.
modify it with patient Y
information later?
Is Color Mode available? Yes. Two color modes are available: Fast Flow (high color scale for arterial flow) and Slow Flow (low
color scale for venous flow) Y
Can I scan or review images in Yes. To view an image in full-screen view, touch [[full-screen view icon]] in the lower right corner of
full-screen view? the image. To restore normal viewing, touch [[return to normal view icon]] Y
What barcode formats does See your Lumify User Manual for a full list of supported formats and for instructions on how to
Lumify support? configure the barcode scanner. Y
Can I review exams with Yes. Note that you currently need toggle out of full screen mode to switch between saved images or
multiple images in Full Screen loops.
Mode?
Can I take measurements, Not currently.
annotations, and/or acquire
images in full screen mode?
How many linear distance Lumify allows a maximum of four linear distance measurements on a single image. To add a distance
measurements can I make on a measurement, select Distance from the Measure menu. Y
single image?
Can I reverse the cardiac image Yes, but only for cardiac images acquired with the S4-1 transducer:
orientation? Touch Cardiac L/R Invert in Settings. Y
Will an automatic update to If automatic application updates are enabled in your device's Android settings, an automatic update
Lumify interrupt an exam? to Lumify could interrupt system use. To avoid this situation, disable automatic updates in your Y
Android operating system. For instructions, see the Google Play Help.
How does Fetal Age Summary In the OB/GYN preset, you can perform fetal analysis from the current exam. After freezing an image,
work? touch Fetal Age. Touch a system-defined fetal age or growth measurement from the menu. The four Y
fetal measurements available are HC, BPD, AC, and FL. You can also enter the LMP or EDD. As
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measurements are added to the Fetal Age Summary, the average fetal age is calculated based on the
Hadlock 1985 published tables. After all four fetal measurements are made, the estimated fetal
weight is also calculated.
What does Ellipse measurement Ellipse tool allows you to measure the area and circumference of an ellipse.
enable user to do? N
Can I change EFW units to No this measurement is only available in grams

something other than grams N
Is Lumify available globally? Please check with your MPM or CS manager for availability of Lumify in your market
N
How can I export the Fetal Age If you performed fetal age analysis, Lumify creates an image that includes a summary of the fetal
Summary? measurements and calculations (the Fetal Age Summary image). The Fetal Age Summary image is
Y
included when you export the exam.
How do I obtain spare cables, Cables and accessories are covered under warranty per Terms and Conditions. If customer need spare
sleeve (accessories)? cables and sleeve, or other accessories, they are purchasable through commercial catalog. Y
How does "Send After timeout" Check "Configuring Export Destinations" section of user manual
work? Y
How does "Export images as User can automatically send images as they are acquired by selecting this option in the Export Strategy
they are acquired" work? section of Connectivity profiles menu Y
Differences between desktop Reacts is available on multiple platforms for users to use. Within Lumify, Reacts has some limited
Reacts vs. Lumify reacts feature availability compared to the desktop version of Reacts. Y
SETUP AND CONFIGURATION

CSIP Level
2
Is it okay for me to update the Yes. Philips actively tests compatibility with the Lumify app as new OS versions are released.
OS on my device? Y
Can I adjust the focal zone The user cannot adjust the focal zone position or number of focal zones. We automatically use as
location or the number of focal many focal zones as is practical and we position the focal zones ideally for the clinical application. In
N
zones? general, if only 1 focal zone is used, it is about 2/3s the way down the image (C5-2). For the linear
array, we use 2-3 focal zones which are spread across the image area.
How do I capture an image in To capture an M-Mode image, freeze the image with the desired M-Mode trace and then touch Save
M-Mode? Image. The image is added to the patient record as you see it on the screen. Y
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How do I download the Lumify You can download the Lumify app from the Google Play Store at
app? https://play.google.com/store/apps/details?id=com.philips.hc.ultrasound.lumify Y
How do I install the Lumify Lumify automatically installs once you have downloaded it to your smart device from the Google Play
application? store. In rare cases, the security settings on your device may prevent Lumify from installing. If this Y
occurs, please check your device's security settings or contact your local IT department for assistance.
Can I use the Lumify application No. The Lumify app works only with Lumify transducers. If you connect a non-Lumify transducer to
Y
with non-Lumify transducers? your device, the Lumify app works in demo mode only.
How will I know when a Lumify You can configure your device to update apps individually or allow them to be updated automatically.
application update is available? If your Lumify-compatible device is configured to automatically update apps, the Lumify app updates
automatically when an update is available, unless the update includes a permissions change. In that
Y
case, you are prompted to update the Lumify app. If your device is configured to update apps
individually, you can obtain the latest Lumify update from the Google Play Store. For more
information, search for "update apps" in Google Play Help.
Can I transfer my Lumify app to Yes. Download and install the Lumify app from the Google Play Store onto your new device, connect
a new device? your Lumify transducer, and then follow the easy registration steps. Lumify cannot transfer patient
Y
data between devices. You can save patient data from your previous device to a network share, local
repository, DICOM server, or external storage.
Can I use any USB cable to No. The Lumify transducer is a high-quality medical-grade product and requires a special cable to
connect my transducer to my ensure that you achieve the highest quality performance from your Lumify system. We only guarantee
Y
device? that the Lumify system will perform to specifications when you use the Philips-approved Lumify cable
with your transducer.
What happens if I use a smart We work hard to maintain a current list of compatible devices (tablet compatibility list). All of the
device that is not on the devices on our compatibility list have been rigorously tested. We ask you to pick a device from this Y
compatibility list? list to ensure complete compatibility.
Which smart devices are A list of smart devices Philips has tested and determined to be fully compatible with the Lumify
compatible with Lumify? application and transducer can be found here: www.philips.com/lumify-compatible-devices.
The minimum device specifications are:
 Minimum 50 MB of storage space (plus more for patient data storage)
 Color display, minimum 15 cm (6 in)
 Touch interface
 Internally mounted speakers
Y
 IEC 60950-1-compliant
 Date/time configuration
 Full compliance with USB On-The-Go standard
 1280 x 800 resolution (minimum)
 Android 4.3 or later operating system
 NVIDIA Tegra3 Quad-Core CPU, 1.2 GHz (minimum)
 Wireless or cellular networking capability
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How do I make sure that the The Android operating system and each device manufacturer provides methods for securing the data
data I store on my Lumify- on your device, such as data encryption and use of passwords for access. We highly recommend that
Y
compatible device is secure? you consult with your local IT Security department to ensure that your device is implemented in
accordance with your specific security requirements.
Is the Lumify product HIPAA The Lumify app integrates with your security policies and uses the communication protocols set up
compliant? by your institution. The Android operating system provides protective mechanisms such as password
Y
protection and encryption. The Android OS also provides an industry-standard mechanisms to protect
data in transit through enterprise-level authentication and encryption.
How do I register my new You must have internet access to register Lumify. First, connect your device to a wireless or cellular
Lumify product? network. Next, connect your Lumify transducer to your device, and then follow the step-by-step Y
instructions that appear in the Lumify app.
Can I connect my Lumify Yes. You can use a Lumify transducer on as many devices as you would like. You must register the
transducer to more than one transducer the first time you connect it to a new device. After initial registration, you can use the Y
device? transducer without re-registering.
Why can’t I find the Lumify app If you cannot locate the Lumify app on the Google Play Store, make sure that your device and Android
on the Google Play store? OS meet the Lumify system requirements, and that you are visiting the Google Play Store from a Y
country in which Lumify is available.
The Lumify registration process First, make sure that your device is on the tablet compatibility list.
failed, what should I do? Next, make sure that the transducer is securely connected to your device and that your device is
connected to a wireless or cellular network throughout the registration process. Registration can fail
if your device loses connectivity. If this occurs, disconnect the transducer, re-establish connectivity, Y
and then connect the transducer.
Still having trouble? Log in to your account on the Lumify portal to make sure that your account is
active.
How do I configure my tablet for For information about configuring your device for wireless networking, see the Lumify Ultrasound
Y
network connectivity? System User Manual (www.philips.com/lumify-manual).
How do I transfer images from You can export exams and images to a DICOM PACS, to a network share, or to a local repository. You
my device to an external archive can also e-mail images. Supported e-mail applications include Gmail, K-9 Mail, Yahoo, Outlook, and Y
location? Inbox. For more information, see the Lumify User Manual at www.philips.com/lumify-manual.
How do I delete all patient To delete patient information from Lumify, select Settings and then select Reset Database in Patient
information from my device? Database. To delete all data from your device, reset your device. For instructions, see the Y
documentation that accompanies your device.
Is it okay for me to update the Yes. Philips tests compatibility with the Lumify app as new OS versions are released.
Y
OS on my device?
What should I use to clean my See your Lumify User Manual for a list of approved cleaning and disinfecting solutions.
Y
Lumify transducer?
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How can I clean and disinfect It is your responsibility to appropriately clean and disinfect your device in accordance with the device
the device on which I use the manufacturer's instructions and with your institution's policies for cleaning and disinfecting of medical
Y
Lumify app? devices. For more information, see the documentation that accompanies your device and your
institution's policies for cleaning and disinfecting of medical devices.
How large is the Lumify App? Lumify App is very small - the whole app package is only about 30MB total size. Less than the size of
a typical MP3 tune. Y
Can I connect Lumify to an Yes. You can "cast" your Android device's display to an external monitor via a Chromecast dongle.
external monitor? For more information, visit https://support.google.com/chromecast/answer/2998456?hl=en Y
Can I connect Lumify to an HDMI Cable connection is available on the NVidia Shield Tablet K1. However, there is interference
external Monitor using HDMI? between the HDMI port and the USB cable connection only)
Is there a way to bypass Android There is an android app called “Stay Alive” that does just this.
sleep settings and have the https://play.google.com/store/apps/details?id=com.synetics.stay.alive&hl=en
Y
device remain continuously on
while the Lumify app is active?
Does Lumify support WPA Compatible Android devices support existing Wi-Fi security protocols, including security certificates.
Y
enterprise Wi-Fi security? The compatible devices list is available at www.philips.com/Lumify-Compatible-Devices.
What are the focal positions for On Lumify, the receive signals are dynamically focused at all depths. We have discrete transmit focal
Lumify? positions as follows (in cm):
 L12-4: 0.5, 0.7, 1.1, 1.6, 2.2, 2.9, 3.7, 4.6, 5.6, 6.7, 7.9, 9.2
 C5-2: 1.5, 2.5, 3.5, 4.5, 5.5, 7, 9, 11, 13,15, 17, 20
Note that the L12-4 array uses 2 or 3 focal zones at all times and spaced out appropriately based on
application. C5-2 uses 1 focal zone 2/3s the way down the image.
Can I move the focal zone by No. Lumify automatically adjusts the number and position of focal zones based on the preset
touching the screen and application, color box position, and depth. Y
dragging?
Can you change the “home Not at this time.
setting” of the annotations?
Where can I find information See the Transducer Care section of your Lumify User Manual for transducer care methods and for a
Y
about cleaning my transducers? list of approved cleaning and disinfecting solutions.
Can Lumify Tablets do WPA2 Yes, Android tablets are capable of WPA2 security. Use google for any tablet-related questions. If
wireless security? you do a search on Google: "How do I connect an android tablet to WPA2 the first link is shown
below". A great illustrated answer from Cisco. There are many more from Google.
https://documentation.meraki.com/MR/Encryption_and_Authentication/WPA2_Enterprise_Profile_
Setup_on_Android
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My device is set at the Stay Live!, an Android app, lets you keep your screen on continuously:
maximum time for sleep/power https://play.google.com/store/apps/details?id=com.synetics.stay.alive&hl=en
save mode. Can I bypass these
Y
settings and have my screen
stay on continuously while
Lumify is active?
Does Lumify work with Samsung Philips recommends that you use a device that is listed on the tablet compatibility list.
Phones (S4, S5, S6, and S6 Y
Edge)?
Can I adjust the focal zone The user cannot adjust the focal zone position or number of focal zones. We automatically use as
location or the number of focal many focal zones as is practical and we position the focal zones ideally for the clinical application. In
Y
zones? general, if only 1 focal zone is used, it is about 2/3s the way down the image (C5-2). For the linear
array, we use 2-3 focal zones which are spread across the image area.
Does Lumify include Autoscan? Yes. Autoscan, sometimes called Autogain or Live iScan, adjusts the gain of every line of every image
in real time, and ensures that the overall brightness of the image is maintained. Autoscan eliminates Y
the need for you to adjust TGC (time gain compensation).
Can I export PC format images Yes. You can email the exam with the images in PC format, or export the images to a local directory
Y
from Lumify? from which you can connect your computer. For more information, see your Lumify User Manual.
Can I export DICOM format Yes. You can configure a DICOM destination and export to a DICOM PACS. Your IT department can
images from Lumify? provide the network information needed to configure the DICOM destination. For more information, Y
see your Lumify User Manual.
I need to configure Lumify for Please refer to the Lumify User Manual for instructions.
Y
network connectivity
Why can’t I export exams to a Try these troubleshooting tips:
DICOM PACS?  Make sure that your device has constant wireless or cellular network connectivity. For
information about configuring your device for wireless or cellular networking, see the
documentation that accompanies your device.
Y
 Test the connection to the DICOM PACS: Select the export destination, and touch Test.
 Work with your network administrator to make sure the DICOM Destination Settings in Lumify
are correct.
For more information, see your Lumify User Manual.
Does Lumify support DICOM No, Currently, Lumify does not support DICOM over TLS/SSL
over Transport Layer Security,
SSL, or encrypted DICOM?
Can I create Presets? No, Currently, Lumify does not support creating new Presets
Can I create Protocols? No. Currently, Lumify does not support creating new Protocols
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Why do I need to provide my If you purchased the transducer outright, it is important that Philips has your most up-to-date contact
contact details when I register information to communicate important product information and updates to you. Y
my transducer?
How can I change the language The language displayed in your Lumify app is determined by the language setting of your Android
in the Lumify app? device. The Lumify app is available in the following languages: English, French, German, Italian, Y
Spanish, Portugese, Chinese, Dutch, Danish, Norwegian, and Swedish.
How do I opt in to receive To receive Lumify-related communication from Philips, select Keep Me Informed of News, Products,
communication about products and Promotions From Philips when you register your transducer. To stop receiving Lumify-related Y
and promotions from Philips"? communication, select the Unsubscribe link in any Philips Lumify e-mail.
How often/when do I need to New feature of 1.7 - collecting data to be able to contact the customer in case of a recall and for
provide my contact details for updates regarding the product N
registering my transducer?
I updated my software and I had Contact details would need to be provided in the event that the Lumify software version or OS update,
to provide my contact details has changed while connecting a pre-registered transducer (and user had not checked "Remember my N
again? contact information when registering other mobile devices"
What happens if I uncheck Unchecking will "forget" the contact details provided by the user for that transducer; if they plug the
"Remember my contact transducer to another tablet, they will need to enter contact preferences once again
information when registering N
other mobile devices" while
providing contact details?
How do I edit my contact details Go to Lumify Settings menu -> Customer information -> Edit and change contact details; Fields will be
provided while registering a populated with the user associated with that transducer when "remember contact information" was N
transducer? checked
How do I clear my contact Go to Lumify Settings menu -> Customer information -> Clear info Fields will be cleared with the user
details provided while associated with that transducer when "remember contact information" was checked N
registering a transducer?
Which fields of the contact Either first and last name & email, institution and country are required fields
preferences window are
N
mandatory while registration of
a transducer?
What happens if I change The customer will see this information in the customer information in Lumify Settings menu. For the
country and register same email back office, there will be a new entry in the DHR - available to view via the admin portal to Philips
N
during registration of a personnel with access to admin portal
transducer?
Updated date doesn’t get Acquired images/loops will always show the date and time when they were originally captured, by
displayed in the image/loops regulations regarding patient information safety, this information cannot be changed.
Y
that are saved on the tablet.
Showing old date.
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Does Lumify support IPv6 ? Yes. Lumify supports ipv6 protocol Y

Can I connect an external No, This may cause the system unexpectedly auto-freeze repeatedly during normal operation.
Y
Keyboard to my Lumify?
SUSCRIPTION DETAILS AND MANAGEMENT

Question Answers Public CSIP Level
2
How do I place an order for To set up an account and place an order please call our Philips Lumify Support representatives at (844)
Lumify? 695-8643. Y
How do I change the method of Please call your Philips Lumify Support representative at (844) 695-8644 to set up or change your
payment or the credit card payment method. Y
number for my subscription?
How do I get billed? Billing begins ten calendar days after the date the transducer(s) were shipped to you. Your monthly
billing cycle is based on that date. Philips invoices you for each month at the beginning of the monthly
billing cycle. You are responsible to pay such invoice within 30 days of the date of the invoice.
Alternatively, you may provide credit card information and authorize Philips or its authorized
Y
contractor to charge your account on a monthly basis. If the Lumify Service is terminated by you or
by Philips, you must return your transducer(s) to Philips. Philips will provide you with a prepaid
shipping label. If you do not return the transducer or transducers within 30 days of termination, Philips
reserves the right to charge a per-transducer lost equipment fee.
How long will it take for my Your Lumify transducer or transducers should arrive within two weeks of order placement. Larger
Lumify transducer to arrive? orders may take longer, and actual delivery time is dependent upon product availability. Please call Y
(844) 695-8644 if you have questions about your order.
What type of warranty is offered Your Lumify subscription is covered by a standard warranty that includes access to the support section
with the Lumify solution? of our Lumify portal, access to our Philips remote support experts, and coverage for your Lumify
transducer against manufacturer's defects. Extended coverage is available through our Extended Y
Protection Plan that provides you with protection against accidental damage, theft or loss.
What are the terms and The Lumify Service (or the “Service”) consists of (i) rental by you of one or more ultrasound
conditions of the subscription? transducers owned by Philips and (ii) the grant by Philips to you of a license to the Lumify software
application. Please see the Lumify Subscription Agreement at www.philips.com/lumify-subscription- Y
agreement.
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Who owns the transducer? Philips is renting ultrasound transducers to you for duration of this subscription. Ownership of the
transducers is not being transferred from Philips to you. You must return transducers to Philips at the
end of the subscription period. Philips will provide you with a prepaid shipping label. You are solely
responsible for proper care and use of the transducers during the subscription period. The
transducers may be new or used transducers that have passed all Philips quality control procedures.
Title to the transducers will at all times remain with Philips. You will not pledge, hypothecate, sell,
lease, transfer, assign or otherwise encumber the transducers nor allow any liens or security interests
or other rights in the transducers to be filed, registered, perfected, or granted in any way.
Y
You will bear all risk of loss (including theft or damage due to fire, flood or other casualty loss) with
respect to the transducers from the date of your receipt from Philips until the transducers are
returned to Philips. All transducers returned to Philips must be in the same condition as originally
provided to you except for normal wear and tear. If you do not return the transducers in the same
condition (except for normal wear and tear), Philips reserves the right to charge you a per transducer
“damaged equipment” fee in the amount of Five Thousand Dollars ($5,000). An extended warranty
is available to cover casualty loss at an extra charge.
Philips may remotely disable transducer functionality upon termination of your subscription.
How do I cancel my subscription? To cancel your subscription to the Lumify service, please call (844) 695-8644. When you cancel your
subscription, you must return your transducer or transducers to Philips. Philips will provide you with
a box and prepaid shipping label. If you do not return the transducers within 30 days after Y
termination, Philips reserves the right to charge you a per probe “lost equipment” fee.
How do I request for a return of All requests for Lumify returns for the USA market (Subscriptions and Commercial Returns) should be
my Lumify? referred to Lumify Sales team (1-844-MyLumify / 1-844-695-8643). Lumify Sales team will handle Y
customer communication and manage the returns.
Where is my Lumify package? To view your pending orders and estimated shipping dates, log in to the Lumify portal Admin view
and click Orders. To obtain a tracking number, click Order Shipment Info. Please allow three business
N
days for an estimated shipping date to be assigned to an order. For further assistance, please call 1-
844-MYLUMIFY ((844) 695-8643)
Can I buy the Lumify transducer Yes, we offer several flexible options for acquiring Lumify. You can choose to subscribe for 1, 12 or
instead of subscribing to the 24 month periods, or purchase Lumify outright. Y
Lumify service?
How can I see when my In Lumify 1.8 the customer can now check how long until the next registration renewal is required
transducer registration expires? and also verify that the renewal occurred. Go to Settings and scroll to the bottom. In the “Registered
Y
Transducers” section it will say “Registration information is up to date” if they have leased transducers
registered and they have 30 days left before they need to connect to the internet again:
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You can tap a transducer in the list to check when renewal is required (it will be the same for all leased
transducers that have been connected since it renews them all at once):
How can I see when my If the above says “NA” for “registration renewal required in…”, then renewal is never required
transducer registration expires? because it is not leased. However, they will still need to re-register in the event of an OS or Lumify N
App update.
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TECHNICAL SUPPORT INFORMATION AND TROUBLESHOOTING

CSIP Level
2
What are the URLs that their IT  https://api.lumify.philips-healthsuite.com – Used for updating subscription status & registering
department must unblock for transducers.
the customer to update the  https://www.ecdinterface.philips.com – Used for log uploading. This is optional but they won’t Y
Lumify application or upload log be able to send logs to service without it.
files?
Why do I see a message  S4-1 requires Lumify app version 1.6. To check your app version, go to Lumify - Settings -> About
"Unsupported transducer" menu. If you have app version 1.2 or earlier, go to the Google Play store to get your upgrade to
when I plug in my S4-1 1.6. Y
transducer?
I want to be able to connect the  Refer to tablet compatibility list for any tablets with USB C compatible ports.
transducer to a USB-C port on  Additionally, customers are able to use the USB C adapter (see tablet compatibility list for
my tablet. “approved” version of adapter) N
What means the error message This message if encountered while using the L12-4 in M-Mode, is indicative of how fast the user is
“System is running low on adjusting the gain function as well as the processing limitations of the tablet for L12-4.
resources which is impacting Possible troubleshooting is to slow down when adjusting gain of the L12-4 image
your frame rate. Please close
other open applications. For
further troubleshooting N
assistance access the Lumify
portal support section or contact
a Philips support
representative"?
What can I do if the color map Refer to Service Bulletin LUM 003 - This is an OS related change seen in Android Lollipop has
on my tablet is not right? (e.g rendered some tablets to not be able to display the color map completely.
missing color from some part of N
the map)
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Is there a way to reset the You can easily reset the imaging controls to the optimized defaults by reselecting the preset. This
imaging controls to the default will restore depth/gains/settings to the optimized default.
gain/depth, like a "reset” N
button?
How do I get technical support? Please see the Lumify user documentation or search these FAQs to see if your question is addressed.
If you need further technical assistance, there are two ways to reach technical support:
 Call 1-800-722-9377 and select option 3 and then 1 to reach a Philips Customer Care Solutions
Center Agent. The agent will take your information and connect you to a remote support engineer
Y
to troubleshoot your issue.
 Call 1-844-MYLUMIFY ((844) 695-8643) and select option 3, then 3, and then 1 to reach a Philips
Customer Care Solutions Center Agent. The agent will take your information and connect you to
a remote support engineer to troubleshoot your issue.
Do I need to be connected to a No. Once you have registered Lumify, it does not require wireless or cellular network connectivity to
wireless network to scan with operate. The Lumify app must connect to the Lumify portal at least once every 30 days to verify your
Lumify? subscription status and to ensure that you have the latest software updates. Philips recommends that Y
you have connectivity to a wireless or cellular network on a regular basis to maximize the benefits the
Lumify service offers.
The Lumify app won’t recognize There are three likely causes for situations where the Lumify app does not recognize a transducer: a
my transducer, what should I problem with the transducer, a problem with the cable, or a problem with the tablet. To help identify
do? the cause, please follow these steps:
1. Locate a standard Type A to Micro B USB cable. This is the cable used by most small devices as a
charging cable.
2. Disconnect the ultrasound USB cable from the transducer and connect the Type A to Micro USB
cable.
3. Connect the Type A to Micro USB cable and transducer to a Windows PC.
4. Open the Device Manager on the PC. If the transducer is working properly, "PiUsb" appears in
Other Devices. If you do not see "PiUsb" in Other Devices, the transducer needs to be replaced.
Contact Philips Remote Support at (844) 695-8643.
5. If "PiUsb" appears in Other Devices, disconnect the transducer from the cable (but leave the cable
connected to the PC) and connect your device to the cable.
6. Open the Device Manager on the PC. If your device appears in Other Devices, then your device is
functioning as expected.
7. If the device does not appear in Other Devices, contact your local IT support for assistance with
your device.
8. If the previous steps demonstrate that the transducer and tablet are functioning as expected, the
cause of failure is likely the cable. Contact Philips Remote Support at (844) 695-8643 for a
replacement.
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How do I obtain a new cable for Contact your Philips Lumify Customer Care Solutions Center representative at:
my transducer?  1-800-722-9377 Option 3 -> 1 The agent will get your information and connect you to a remote
support engineer to troubleshoot your technical issue
 1-844-MYLUMIFY ((844) 695-8643) - Option 3 -> 3 -> 1. The agent will get your information and
connect you to a remote support engineer to troubleshoot your technical issue
I got an error message while Normally, the Lumify app will restart if it encounters an error and will then operate normally. If you
using my Lumify application, still have problems, do any of the following:
what should I do?  Restart the Lumify app manually (for instructions on how to restart an app, see the
documentation that accompanies your device).
 Make sure that your device is fully charged.
 Close any other open apps to preserve memory.
 Restart your device.
I have an image artifact, what Run the transducer test in the Lumify app: Touch Settings, and then touch Run Tests in Transducer
should I do? Tests. If the transducer test indicates a failed result, use the Errors List section of this document to
troubleshoot further
Why is there no information in You must enable DICOM logging before Lumify will collect data. For more information, see your Lumify
Y
the DICOM logs? User Manual.
Where can I find the Lumify Visit http://www.usa.philips.com/healthcare/resources/support-documentation/dicom-ultrasound
DICOM conformance statement? and click Lumify. Y
How do I find my transducer's You can find the six-digit alphanumeric serial ID on the side of your transducer. Alternatively, connect
serial ID? the transducer to your device and start Lumify. Touch About from the side menu, and view the six- Y
digit alphanumeric serial ID.
Can I delete a Modality Worklist Yes. For more information, see your Lumify User Manual.
server from Lumify? Y
How do I delete an Export 1. Open the Settings Menu in the Lumify App.
Destination setup entry? 2. Find "Export Destination setup" menu.
3. Find the existing export destination setup entry you are looking to delete.
4. Press and hold on the entry. There will be a menu bar at the top of the popup window with the
following options: "Save", "Delete"...
5. Select "Delete" and confirm the deletion when prompted
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What does a red X or green check A red X indicates that Lumify is unable to connect to the export destination. A green check mark
mark by my export destination indicates a successful connection to the export destination. Y
indicate?
Customer is unable to configure Try these troubleshooting tips:
device for MWL?  Make sure that device has constant wireless or cellular network connectivity
 Refer to Service Bulletin #Preliminary 1462478350 (LUM-001 B) for detailed troubleshooting
information
How to filter MWL query results?

On the MWL Query Results window, use the field to search and filter MWL results.
Troubleshooting MWL issues Try these troubleshooting tips:

 Make sure that device has constant wireless or cellular network connectivity
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 Refer to Service Bulletin #Preliminary 1462478350 (LUM-001 B) for detailed troubleshooting

information
Why can't I scan and charge at Most compatible tablets have only 1 port that is used for both charging and for connecting the
the same time? transducer. On tablets that do have a secondary charging port and on those, we cannot allow
scanning while charging because of a potential shock hazard that would allow because the tablets to
not have a medical grade isolation transformer power supply.
Barcode scanner not recognizing Ensure that the barcode format is in the list that Lumify supports Please refer to the Lumify user
code manual for a list of supported formats.
Confirm that sufficient light is available for camera to read the barcode. (Suggest that the customer
turn on the ambient light to see if it can be recognized)
Export Destination/MWL: What Device AE title is the AE title corresponding to that of the Lumify device
does Device AE Title field mean?
Export Destination/MWL: What For Export Destination, Peer AE title is the AE title for the destination device that you are setting up
does Peer AE Title field mean? for exports
For MWL, Peer AE Title is the AE title for the MWL server
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What can I do if my device no Try these troubleshooting tips:

longer recognizes the Lumify • Make sure that the transducer’s USB connector is properly connected to your device.
transducers? • Restart your device and follow the troubleshooting tips in the System Maintenance chapter of the
Lumify User Manual.
• If you need additional help, contact technical support. There are two ways to reach technical
support:
Y
o Call 1-800-722-9377 and select option 3 and then 1 to reach a Philips Customer Care Solutions
Center Agent. The agent will take your information and connect you to a remote support
engineer to troubleshoot your issue
o Call 1-844-MYLUMIFY ((844) 695-8643) and select option 3, then 3, and then 1 to reach a
Philips Customer Care Solutions Center Agent. The agent will take your information and
connect you to a remote support engineer to troubleshoot your issue.
Where is the study stored? If a Studies are stored in the "PatientData" folder of the device. Folder is unaffected if app is uninstalled
customer uninstalls and and or reinstalled
reinstalls the application will
studies be deleted?
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I'm having trouble playing If Lumify loops do not play back correctly in QuickTime, try an alternative media player, such as the
Lumify loops in QuickTime. free VLC media player (http://www.videolan.org/index.html) Y
Why can't I open Lumify files  The Lumify PRA and PRL files are stored in a Philips proprietary format for rich data. Instead of
with the PRA or PRL extension moving these files directly from the Lumify database to their computer, the user should create
on my computer? a local directory or media destination from the Export Destinations menu. Once exported to this
Y
destination the study files will be available there in MP4 and PNG formats.
 If the user would like to automate this process, there is an option on the “Export Destinations”
setup screen to export to this destination automatically when the exam is ended.
“Transducer Orphan” label on Portal has not received enough information about this transducer to associate to a customer or order.
Lumify Admin Portal. Transducer orphans can be demo units, International orders, or transducers sent via service exchange N
to a customer in the case that their original transducer has not been received back yet.
Why is Lumify prompting user to Pre-registered transducers are the ones that are shipped with the Lumify System Bundle (USA only).
provide registration information These transducers are shown as "Factory registered" on the Lumify admin portal DHR tab. The
for a pre-registered transducer? scenarios when user would be prompted to re-register would be if the system configuration changes
Y
(transducer serial id, tablet serial id, Android OS version or Lumify app version).
User can go update registration info any time by going into Lumify Settings menu -> Customer
Information -> Edit Info
What does "Factory Registered" The Lumify System Bundle (a kit where Philips ships tablet and transducers together to the customer),
mean on the DHR tab of Lumify come pre-registered at the Philips factory. These transducers and tablet combinations do not need to
admin portal? get re-registered unless the system configuration changes. Important to note that customer does not Y
need to be connected to the internet in order to use their Lumify system, if their transducer is "Factory
Registered".
Why is the image still visible in It is a known limitation with Lumify 1.8 that the deleted image reappears in the background. The
review after deletion? image is actually deleted, and the temporary image will go away if the device is rotated or the user Y
leaves the screen and returns.
Why is German text cut off in This behavior is noted only on the NVIDIA Shield, "Fast Flow and Slow flow and Save loop" have
some cases on Lumify missing texts or not completely seen. Lumify team is evaluating this issue and plans to fix for future Y
Ultrasound imaging screen? releases.
Why does the Annotation move When in M-mode and performing an annotation and switching to 2D, the annotations moves on the
when switching modes? screen to the bottom. This is observed on NVIDIA Shield. Also seen on the Panasonic FZ-A2 Y
How do I change a connectivity Connectivity profiles can be changed on an already created profiles. However, the change will not
profile? take effect for any in progress exporting jobs. Y
User sees a notification "0 error This is a known limitation of the "Storage commit" feature. The notification actually indicates that
occurred" there was an error and that Storage Commit failed Y
The Lumify application can Workaround – Export the exams individually instead of using the “Export All” button. This issue will
sometimes crash when the be fixed in the 1.8.1 release. Known issue (PD33271 Y
“Export All” button is pressed.
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If the Transducer Test passes, is No, is not necessary. If the Lumify app passes the Transducer Test, that means that the USB port on
it necessary to perform a tablet the tablet, the USB cable and the Transducer are working properly. N
troubleshooting?
LUMIFY REACTS TROUBLESHOOTING

Question Answers Public CSIP
Level 2
Incoming dialogue is in English This is a known limitation and is being evaluated for a fix in the future. If customer calls, please advise
even when tablet is set to a non- accordingly N
English language
How much bandwidth is needed Bandwidth required to run Reacts is 300kpbs, recommended is 2Mbps
N
to run the Reacts feature?
I could not redeem/share my Try these troubleshooting tips:
access code. What do I do?  Make sure that the transducer’s USB connector is properly connected to your device.
Y
 Confirm that your device is connected to the internet and retry If you need additional help, contact
Philips Technical support.
Why does Reacts Tele- Starting a Reacts session requires a Reacts user account, valid Reacts license, a reliable internet
Ultrasound occasionally take connection, and a Reacts contact. Confirm that all these things are valid for the customer. See user's
N
longer than 20 sec to log in? manual for details of each of these requirements. See Network Troubleshooting section for further
troubleshooting.
Customer called that Reacts 1. Verify that the system has access to reliable wireless or cellular network. If you are still not able to
Tele-Ultrasound call keeps connect, see Troubleshoot Connectivity Issues section of User Manual.
dropping 2. Verify user has valid Reacts account.
3. Verify that Reacts service is available.
4. Have user confirm internet connectivity by visiting to a website (www.philips.com/lumify). N
5. Have user contact network administrator or IT representative to ensure that the following
domains, IP addresses, and ports are whitelisted on your network:
a. api.lumify.philips-healthsuite.com
b. reacts.lumify.philips-healthsuite.com.
How can I make Reacts Tele- If you want Reacts to remember your login information and automatically log in next time, select
Ultrasound remember my last “Remember Me” and “Automatically Log In To Reacts”. If Automatically Log In To Reacts is enabled N
login information? and you log out of Reacts, Automatically Log In To Reacts becomes disabled.
Customer is unable to see remote A Lumify Reacts session can include the following views, which you can rearrange or hide:
user's camera during Reacts Tele-  Your device's camera view.
Ultrasound session  The remote Reacts user's live video feed. N
 Lumify live ultrasound imaging.
1. Check that user was able to initiate/receive Reacts session request successfully.
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Level 2
2. Check if Lumify user is hiding or showing each of these views. Options are visible when user taps
on the each part of the screen where these are displayed.
3. Check Network troubleshooting section for potential low quality network by having user log into
any website (loading might be slow)
NOTE: During a Reacts session between two Lumify devices, sharing your device's camera and
simultaneously sharing your Lumify ultrasound image is unavailable.
Software crashes during Reacts Check for diagnostic logs on PRS for the transducer SN that user was last using with the tablet that
Tele-Ultrasound call. experienced the crash while using Reacts. N
NOTE: www.ecdinterface.philips.com needs to be whitelist on user side for Lumify to send logs to PRS.
Why my pointer does not work During a Reacts session, you can use the pointer to call attention to an area on the image. During a
during a Lumify to Lumify user Reacts session between two Lumify devices, the pointer tool is unavailable, If session should allow
N
Reacts collaboration. pointer tool sharing, check if user is seeing delay for pointer to appear or just not available. Delay could
be related to network quality issues
Reacts not working on my old 1. Reacts option should be available in the main menu of Lumify app (available by tapping on left hand
tablet. top corner hamburger menu). N
2. If Reacts option is greyed out, check that user is using compatible tablet.
Why does the ultrasound Image It's possible to lose the ultrasound image area when dragging and dropping in a Reacts call. The
area sometimes disappear with workaround is to rotate the tablet, which will fix the UI. Dragging and dropping or ending the call do N
drag & drop while in a Reacts call. not fix the issue.
Why does Reacts_login_camera As of now the camera feed is designed to be in English language. The team is evaluating to fix this for
word shown in English even with future release. N
default language is not English.
How does user identify that they  If the user is in the Lumify app when a Reacts call arrives, the user will see a notification of the
are in a Reacts call? incoming call.
 If the user switches out of the Lumify app during the call, the notification bar at the top will be
green to indicate "in call". N
 If the Lumify user initiates a call and moves away from the Lumify app, and the remote user accepts
the call, the notification bar may not indicate the "in call" status. However, the user will be able to
identify in call status when they return to Lumify app.
Why is the 2D image blank after If at all this happens users have a workaround, using cine slider.
N
a rotate while in a Reacts call?
Why is MaxVue not persistent Sometimes with Samsung ST-813, it is noted that while in live imaging, optimizing image in landscape,
following rotation in Reacts? MaxVue is not retained or persists once table is rotated. Lumify team is evaluating frequency of this N
issue and will look into fixing in the future.
Why auto-login does not work Confirm that user has "auto-login" setup. This can happen if the network switches are slow.
sometimes when user switches Workaround is for user to manually log in. N
networks?
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Level 2
Why does the status of the Occasionally the pointer will appear on Lumify for a second or so and then disappear. It will remain
pointer on the Remote Reacts visible on the remote side and another pointer can be added. To get rid of the original pointer the
N
user not refreshed after removal scene must be removed which happens if the user stops streaming the ultrasound.
by Lumify user?
Why can't I share my camera and Software limitation at this time. The team continues to evaluate ways to improve features on the
ultrasound screen when product
N
connecting to another Lumify
user?
I'm a Lumify user using Reacts Software limitation at this time. The team continues to evaluate ways to improve features on the
and call another Lumify user; I product N
cannot add pointer in this mode.
How do I get started with Reacts 
If the user is trying to redeem an access code provided by Philips, confirm that access code is valid
on desktop? "Access/Coupon code" redemption.
 If the user is a Philips Lumify customer or has obtained a coupon code from Philips, we will provide N
best-effort to help with using Reacts overall. https://reacts.zendesk.com/hc has further details on
helping user with getting started with Reacts on desktop/windows/ios clients.
How do I escalate a Reacts Philips will act as the first point of contact for all issues related to Reacts for a Philips Lumify customer
related issue to IIT? To escalate an issue to IIT, create a Zendesk ticket with IIT with details about the Philips Lumify
customer. Be sure to mention that user is a Philips Lumify user. Philips CS team has responsibility to
N
create ticket if customer received Reacts coupon/license from Philips (even if issue is not on Lumify
Reacts). IIT Zendesk Ticket creation process will send email to submitter. Submitter has an option to
add customer's email address to the Zendesk issue to keep customer informed of progress.
PURCHASE DETAILS AND MANAGEMENT

Level 2
What is included with my When you purchase Lumify outright, you get the Lumify transducer(s), the Lumify app, software Y
outright purchase of Lumify? upgrades, and a manufacturer's warranty. Your purchase also includes a carrying bag for your device
and transducer.
IMPORTANT: Your purchase does not include a compatible smart device.
What methods of payment can I You can charge your Lumify purchase to a credit card or Philips will invoice against a purchase order. Y
use for my outright Lumify
purchase?
How long will it take for my Your Lumify transducer(s) should arrive within two weeks of placing your order, but actual delivery Y
purchased Lumify transducer to time is dependent upon product availability, Larger orders may take longer. Please call (844) 695-8643
arrive? if you have questions about your order.
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Level 2
What type of warranty is offered Your Lumify purchase is covered by a 5 year basic warranty that includes access to the support section Y
with the purchased Lumify of our Lumify portal, access to our Philips remote support experts, and coverage for your Lumify
solution? transducer(s) against manufacturer's defects. Premium coverage is available at an additional cost
through our Xtend Premium offering that provides you with protection against accidental damage.
What additional service Philips offers Xtend Premium, a service contract that provides additional coverage for your Lumify Y
coverage is available with the purchase. Please refer to Terms and Conditions for more information about Xtend Premium.
purchased Lumify solution?
What are the terms and Terms and Conditions of Warranty: Y
conditions of the purchased http://www.usa.philips.com/healthcare/about/terms-conditions
Lumify Warranty?
What are the terms and Xtend Premium provides accidental damage coverage for Lumify transducers purchased by customers, Y
conditions of the purchasable for the period listed in the quotation.
Lumify Service Contract, Xtend The customer is entitled to an exchange of accidentally damaged transducers (not to exceed 1
Premium? transducer replacement per year).
Xtend Premium is designed to supplement the warranty coverage on a purchased Lumify transducer;
it does not include replacement of lost or stolen transducers.
Terms and Conditions of the Philips Service Agreement apply:
http://www.usa.philips.com/healthcare/about/terms-conditions
How do I cancel my purchased After your purchase, Lumify is not returnable nor cancelable per terms and conditions of the Y
Lumify? purchase. The Subscription-based services offers the option to cancel at any time.
How do I cancel my purchased After your purchase, the Xtend Premium contract is not cancelable per terms and conditions of the Y
Xtend Premium contract? offering: http://www.usa.philips.com/healthcare/about/terms-conditions
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TABLET COMPATIBILITY
The Lumify Tablet Compatibility List located on the Lumify Portal Support page is subject to change, and Philips reserves the right to make changes without notice.
This table is created with the intent to enable CSIP level 2 customer care service center personnel (CCSC) to identify the current status of a tablet in the Lumify
Tablet Compatibility list. Click on the link to access the latest tablet compatibility list for reference.
PART NUMBER LIST

U Value D Value
PART No. PART TYPE DESCRIPTION C/R to to
Market Market
453561943061 Cable assembly Transducer Cable Assy, Mighty Mouse to Micro-B (micro-USB to GlenAir) C $206 $0
453561931881 Transducer, No Cable Transducer, Lumify C5-2U, IP67, No Cable (Parent = 989605477131) R $1,084 $739
453561931891 Transducer, No Cable Transducer, Lumify L12-4U, IP67, No Cable (Parent = 989605477121) R $1,240 $596
453561931901 Transducer, No Cable Transducer, Lumify S4-1U, IP67, No Cable (Parent = 989605477101) R $1,209 $485
453561973921 Tablet w/Rugged case Lumify Tablet w/Rugged Case, SVC Replacement R $1,584 $212
453561939721 Rugged case Case,TabS2 8.0 (Juggernaut) (Parent = 453561973921) C $891 $0
453561939731 Cable assembly CA ASSY,CHARGE AND DATA,USB-A,36 IN (Juggernaut sleeve) C $194 $0
453561965171 Tablet with (non-rugged) Sleeve TABLET,GALAXY S2,BLK without software N/A
453561733325 Transducer with cables Transducer, C5-2 (Parent = 989605450352) R $1,084 $739
453561734014 Transducer with cables Transducer, L12-4 (Parent = 989605434812) R $1,240 $596
453561738972 Transducer with cables Transducer, S4-1 (Parent = 989605458221) R $1,209 $485
453561806942 USB cable Cable Assy, USB, 90 Degree Micro-B to Micro-B (1.25 meter length) C $28 $0
453561871781 USB cable Cable Assy, 90 Degree Micro-B to Micro-B (1.75 meter length) C $29 $0
453561854691 USB cable Cable Assy, 90 Degree USB-C to Micro-B (1.75 meter length) R $22 $0
453561109921 Box Shipping Box (MP1 P/N corresponds to 9902-0314-02) N/A
453561963181 Tablet with (non-rugged) Sleeve Lumify Tablet w/Sleeve, SVC Replacement R $693 $212
453561936191 (Non-rugged) Silicone Sleeve Custom Sleeve, S2 Tablet C $15 $0
VIOLATION OF LAW.
CSIP Level 2
ANDROID BASICS
ANDROID WI-FI CONFIGURATION

1. Access to the android settings (from the home screen, Apps menu or
Notifications tab)
3. Select the desired network which provides internet access
4. Provide the necessary information according to the IT administrator (IP

Settings, Proxy settings, security…)
2. Under “Connections” open the “Wi-Fi” option

5. Launch a browser to make there is access to the Internet through other

applications.
VIOLATION OF LAW.
CSIP Level 2
ANDROID ENCRYPTION
1. Access to the android settings (from the home screen, Apps menu or encryption. Select and set the password to continue the SD card
Notifications tab) encryption.
2. In the “General” settings, go to Security and “Encryption”
3.
a. “Encrypt Device”: Will protect all the information on the tablet.
b. “Encrypt external SD Card”: Will encrypt external Micro SD
connected to the table only,
3. Press “Turn on” to enable the encryption
SD CARD ENCRYPTION
1. Select “Encrypt external SD card” and press “Set screen lock type”
2. For encryption, only Password (high security) is allowed, if the tablet had
a different setting for the screen lock, it will change to password after
VIOLATION OF LAW.
CSIP Level 2
4. Press “Yes” to encrypt all the SD Card and its contents (recommended)
6. Press “Continue” to start the encryption, the password is required at

this point.
5. Press “No” to include multimedia files to the encryption (all patient data
is multimedia)
7. A summary of the encryption settings will be displayed. Review the

details and press “Apply” to encrypt the SD Card.
VIOLATION OF LAW.
CSIP Level 2
DEVICE ENCRYPTION
Other security option is to encrypt the complete device (tablet), this will ask
for a password every time the tablet is turned on. To enable the device
encryption:
1. Press “Encrypt Device” in the security options (Android Settings). The

battery must be at least at 80% charging level otherwise the encryption
will be disabled.
8. After the encryption is finished, a summary window will show the status
of the encryption process.
2. Press “Encrypt device” and enter the user password to continue
VIOLATION OF LAW.
CSIP Level 2
3. Select “Fast encryption” if you only want to protect the space in the 4. The tablet will restart and start the encryption, wait until is finished
memory card that is used, otherwise the SD Card will be encrypted in its
entirety. Press “Encrypt device”
5. Now the device will always request the password to access data every
time it is restarted.
VIOLATION OF LAW.
CSIP Level 2
ANDROID FILE EXPORT
1. Connect Tablet’s USB cable to PC. A message on the tablet may appear:
“Allow accesses to tablet data. The connected device will be able to
access data on this tablet.”
2. Select “Allow”.
3. The following Windows menu will open on the customer’s PC.
5. Double Click on Android device
4. Click “Open device to view files”. If Menu does not appear, click on Start
and then click Computer. Following Windows Screen will open. Click on
Android Device (e.g. Galaxy Tab A)
6. Double Click on the “Tablet” drive

8. Select the folder to be exported according with the patient name used on
the study.
9. Copy and Paste the folder onto a Desktop folder in the destination
computer.
7. Double Click on the “Lumify” folder
VIOLATION OF LAW.
CSIP Level 2
REVISION HISTORY
Version Author Comments

20151112 Emilio Bosa Initial release
20160608 Emilio Bosa Release for Lumify 1.2, FAQs added
20160815 Emilio Bosa “Tablet compatibility list” and “Part numbers” added
20161006 Emilio Bosa Updated error list and FAQs, new part numbers and purchase details
20170110 Emilio Bosa Changes in the tablet compatibility list, release 1.6.
20170518 Emilio Bosa Updated to release 1.7
20170606 Emilio Bosa Tablet compatibility table updated
20170919 Emilio Bosa Information added to the “Technical Support Information and Troubleshooting” section
20171027 Emilio Bosa Parts list updated.
20180124 Emilio Bosa Troubleshooting info added.
20180411 Emilio Bosa Updated to 1.8, New Reacts Error list, FAQ. Troubleshooting, Compatibility List updated. Android File Export added to Android Basics section.
20180608 Emilio Bosa Updated to 1.8.1. New rugged case Lumify version added, brightness and contrast settings added to TS, and new part number added.
20180814 Emilio Bosa Info added in the sections: “Troubleshooting – Lumify app”, “FAQs – Setup and Configuration”.
20190129 Emilio Bosa Tablet compatibility table removed for maintenance purposes, link stays to direct user and service to the latest version.
20190301 Emilio Bosa Info added to the FAQ list – Technical support and troubleshooting
20190325 Emilio Bosa Info added to the Troubleshooting section
VIOLATION OF LAW.
CSIP Level 2

Lumify Quick Service Reference Guide (QSRG)

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LUMIFY

QUICK SERVICE REFERENCE GUIDE

Liability / Warranty Disclaimer:

©2019 Koninklijke Philips N.V. All Rights Reserved.

©2019 Koninklijke Philips N.V. All Rights Reserved.

ACB Acquisition Control Board

ADC Analog to Digital Converter

EEPROM Electrically Erasable Programmable Read-Only Memory

FPGA Field Programmable Gate Array

FX2 USB Microcontroller

Hurricane The microbeamformer ASIC used in the Lumify transducers.

VREG Voltage regulation

LUMIFY BLOCK DIAGRAM

TRANSDUCER TEST RESULTS

TEST Area of focus for test Field actions if result is fail

LUMIFY OFFERING SUMMARY

Sales Offer Service Support

Region Subscription Outright Remote SW

 BYOD: Bring your own device.

LUMIFY APP ERRORS LIST

If the app version 1.2 or earlier, go to the Google Play Store to

Lumify is not None 1. Verify the Keyboard Settings.

LUMIFY REACTS ERROR LIST

ReactsUnavailable Reacts Unavailable.  Check Reacts Service availability

1. Confirm by going to Lumify admin portal and searching by Transducer

Reacts are whitelisted. See section Troubleshooting Connectivity

REACTS – FAULT ISOLATION TREE

Customer calls with

Call quality Network troubleshooting

Using Reacts Using Reacts

Reacts service Reacts service Is Reacts service

Troubleshoot for Reacts on Philips

FREQUENTLY ASKED QUESTIONS (FAQS) AND TROUBLESHOOTING TIPS

Can I change EFW units to No this measurement is only available in grams

SETUP AND CONFIGURATION

Does Lumify support IPv6 ? Yes. Lumify supports ipv6 protocol Y

SUSCRIPTION DETAILS AND MANAGEMENT

TECHNICAL SUPPORT INFORMATION AND TROUBLESHOOTING

How to filter MWL query results?

Troubleshooting MWL issues Try these troubleshooting tips:

 Refer to Service Bulletin #Preliminary 1462478350 (LUM-001 B) for detailed troubleshooting

What can I do if my device no Try these troubleshooting tips:

LUMIFY REACTS TROUBLESHOOTING

Question Answers Public CSIP

Question Answers Public CSIP

PURCHASE DETAILS AND MANAGEMENT

Question Answers Public CSIP

PART NUMBER LIST

ANDROID WI-FI CONFIGURATION

3. Select the desired network which provides internet access

4. Provide the necessary information according to the IT administrator (IP

2. Under “Connections” open the “Wi-Fi” option

©2019 Koninklijke Philips N.V. All Rights Reserved.

5. Launch a browser to make there is access to the Internet through other

6. Press “Continue” to start the encryption, the password is required at

7. A summary of the encryption settings will be displayed. Review the

1. Press “Encrypt Device” in the security options (Android Settings). The

2. Press “Encrypt device” and enter the user password to continue

5. Double Click on Android device

6. Double Click on the “Tablet” drive

©2019 Koninklijke Philips N.V. All Rights Reserved.

7. Double Click on the “Lumify” folder

Version Author Comments