SOMATOM go. platform Customer Support Job Aid
This job aid provides instructions on how to contact customer support when operating a SOMATOM go. platform scanner.
Please note that the learning material is for training purposes only!
For the proper use of the software or hardware, please always use the Operator Manual issued by Siemens Healthineers. This material is to be used as training material only and shall by no means substitute the Operator Manual. Any material used in this training will not be updated on a regular basis and does not necessarily reflect the latest version of the software and hardware available at the time of the training. Functionalities described in the material or parts of this functionality may not yet be released for customers and not yet be commercially available in every country. Due to regulatory requirements, the future availability of said functionalities or parts thereof in any specific country is not guaranteed. The Operator Manual shall be used as your main reference, in particular for relevant safety information like warnings and cautions. The reproduction, transmission or distribution of this training or its contents is not permitted without express written authority. Offenders will be liable for damages. All names and data of patients and institutions that are used in these instructions for use are entirely fictional. Any resemblance to names of existing people or organizations past or present is entirely coincidental. All parameters and images shown in this online training are examples. Only the parameters displayed by your system are definite. Configuration-dependent designations, such as names of drives, network nodes, and databases, that are used in these instructions are usually not the same as the designations to be found on a particular installation of the system in a clinical environment. All rights, including rights created by patent grant or registration of a utility model or design, are reserved.
SOMATOM go. platform Customer Support Job Aid If you experience an issue with your CT scanner, the syngo CT software, or if you need advice, please contact your local Customer Care Center. There are two options for you to contact Customer Support. Fast Contact – User Initiated With Fast Contact you are able to submit a ticket and have Customer Support contact you. 1. From the Settings menu, choose Fast Contact. The Fast Contact dialog box opens. 2. In the Fast Contact dialog box under, “How may Siemens support you?” select the option that best classifies your request. 3. Select the “Danger for patient?” option, if appropriate. 4. Confirm that your contact information is correct. 5. Enter a short description of your request. 6. Select Submit when request is ready. meduser ? Siemens Support Request Configuration Panel Administration Portal How may Siemens support you? Clinical Configuration 2 I have an urgent problem with the system. O I have questions regarding system use or Check up other. Daily QA Calibration 3 Danger for patient? No Resume Please check your phone number used by Siemens View Asset Data for contact. If necessary please modify syngo Remote Assist 4 +8612458796523 Screen recorder Short description of your request (mandatory) SaveLog 5 Remote Service Please fill in a short description. Customer Message Viewer Exam Designer Create Screenshot 1 Fast Contact Audit Trail File Browser 6 Submit Cancel HOOD05162002589413 Effective Date: 05/26/2017 Page 1 SIEMENS siemens.com/healthineers Healthineers SOMATOM go. platform Customer Support Job Aid Fast Contact – System Initiated If the system experiences an issue during system startup, the Fast Contact function opens the Fast Contact dialog box automatically. 1. Select the “Danger for patient” Fast Contact (powered by LiteNet) check box, if appropriate. x System malfunction - contact Siemens Service 2. Confirm that your contact information The system did not start up correctly. Scanning is not possible is correct. Image reconstruction is not possible You may also enter an optional comment. 3. Select Submit when request is ready. Your system is connected to Siemens. 1 Danger for patient Please check the contact telephone number that is used by Siemens to contact you. If necessary, update the contact telephone number. 2 +491234567 Your comment (optional). Please do not enter patient data. Siemens will use your contact details to respond to your request 3 Submit Cancel HOOD05162002589413 Effective Date: 05/26/2017 Page 2 SIEMENS siemens.com/healthineers Healthineers SOMATOM go. platform Customer Support Job Aid Remote Assist Remote connection to Siemens Healthineers Service can be established via Remote Assist. To grant remote access to your workplace, please follow these steps: meduser Configuration Panel Administration Portal Clinical Configuration 1. From the Settings menu, Check Up select syngo Remote Assist. Daily CA Calibration The Remote Assistance legal Resume disclaimer opens. View Asset Data 1 syngo Remote Assist Screen recorder SaveLog 2. Please read and select Agree in the Remote Assistance Remote Service Remote Assistance legal disclaimer Customer Message Viewer Scan Protocol Designer box. Disclaimer Create Screenshot During the upcoming session the data/ The Remote Assistance dialog leformation shown on your screen Fast Contact become visibile to your colaboration partner routed through the secure Audit Trail Siemens server, You can revolos your box opens. permission to control your system from your colaboration partner and even cancel the session at any time. Any ute of the application other than for the purpose of connecting authorized person to your system is pichi bed. 2 Agree Remote Assistance X Remote Assistance Instructions 1. Contact Customer Engineer e.g.: via 3. Select the Grant control rights check box. phone 2. Wait for Connection-ID to appear Please note, without your permission, 3. Give the ID to the Customer Engineer Customer Support will only be able 4. Press the "Continue" button to view your screen and not claim remote access. 5. Wait for new window to appear 6. Give the Password from the new window to the Customer Engineer 4. Select Continue. Connection-ID 0020f5 The TeamViewer window opens. 3 Grant control rights 4 Continue HOOD05162002589413 Effective Date: 05/26/2017 Page 3 SIEMENS siemens.com/healthineers Healthineers SOMATOM go. platform Customer Support Job Aid 5. Follow the Remote Assistance dialog box Instructions to continue. Remote Assistance TeamViewer 6 X 6. Once the meeting is finished, Connection Extras Help close the TeamViewer window Remote Assistance Remote Control | 4 Meeting to terminate the connection. Instructions 5 Allow Remote Control Control Remote Computer 1. Contact Customer Engineer e.g.: via Please tell your partner the following ID and Please enter your partner's ID in order to control phone password if you would like to allow remote the remote computer. 2. Wait for Connection-ID to appear control. 3. Give the ID to the Customer Engineer Partner ID Your ID 192.168.200.209: 10.11.104.114 4. Press the "Continue" button 5. Wait for new window to appear Password 5009 6. Give the Password from the new Remote contro window to the Customer Engineer File transfer Connection-ID 0020f5 Enter a personal password to access this computer from anywhere. Abort connection Only LAN connections are possible  Computers & Contacts » HOOD05162002589413 Effective Date: 05/26/2017 Page 4 SIEMENS siemens.com/healthineers Healthineers
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