The_Field_Service_ABCs[1]

Service Documentation
DD+DIS120.08E
Edition 2.0
The Field Service ABCs

for Agfa HealthCare Imaging Services
Agfa HealthCare Imaging Services Navigation System
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Release Date: 09-2012 Document Node ID: 25722561 Agfa Company Confidential
HEALTHCARE The Field Service ABCs
Imaging Services
Document No: DD+DIS120.08E
► Manufacturer
Agfa HealthCare NV
Published by
Agfa-Gevaert HealthCare GmbH
Tegernseer Landstraße 161
D - 81539 München
Germany
Copyright  2012 Agfa HealthCare NV
All rights reserved.
Technical modifications reserved.
Agfa and the Agfa rhombus are trademarks of Agfa-Gevaert NV, Belgium,
or its affiliates.
► Document History
Edition. Release Changes

Revision Date compared to Version 1.0:
2.0 09-2012 Completely revised edition
CONFIDENTIALITY NOTE:
Use, dissemination, distribution or reproduction of this document by unauthorized personnel is not permitted and may be unlawful.
DOCUMENT CONTROL NOTE:
The controlled version of this document is available from the Agfa HealthCare Library. Any printed copy of this document is uncontrolled.
Edition 2, Revision 0
09-2012 printed in Germany Document Node ID: 25722561
eq_standard_e_template_v07
Agfa Company Confidential Copyright © 2012 Agfa HealthCare NV
DD+DIS120.08E The Field Service ABCs
LIST OF CONTENTS:
1 ABOUT THIS MANUAL ............................................................................................................5
2 SERVICE DOCUMENTATION AND SOFTWARE ...................................................................6

2.1 Ordering Service Documents, Software CDs and Software Tools ...........................................6
2.2 Accessing Information online ....................................................................................................7
2.3 Obtaining an Account for the Agfa HealthCare Library ............................................................8
2.4 An important Document: The "Generic Safety Directions" .......................................................8
2.5 Checking the Completeness of required Service Documents ..................................................9
2.6 Accessing the Documents which are enclosed to Spare Parts ..............................................10
2.7 Finding Software in the Agfa HealthCare Library ...................................................................11
2.8 Finding Information about the Electronic License Management System (ELMS) ..................11
2.9 Finding Information about the Secure Remote Service System (SRSS) ...............................12
2.10 Finding Information about the Fast Update Service (FUSE) ..................................................13
2.11 Obtaining Factory Backup Files ..............................................................................................14
2.12 Accessing Lotus Notes via the Internet ..................................................................................15
2.13 Accessing the Agfa Intranet from outside Agfa via Internet....................................................16
3 ORDERING AND RETURNING SPARE PARTS ...................................................................17

3.1 Identifying the required Spare Part .........................................................................................17
3.2 Ordering Spare Parts ..............................................................................................................17
3.3 Meaning of a Spare Part Number ...........................................................................................18
3.4 Proceeding if a required Spare Part is not on Stock...............................................................19
3.5 Spare Part Delivery Time........................................................................................................20
3.6 Tracking the Spare Part Shipment..........................................................................................20
3.7 Returning a Spare Part ...........................................................................................................22
3.8 Recycling of Devices and Consumables ................................................................................23
3.9 Technical Performance of repaired Spare Parts.....................................................................23
3.10 Recognizing a repairable or Inspection Spare Part ................................................................24
3.11 Proceeding for Spare Parts that did not solve the Problem....................................................25
3.12 Using the Return Label properly .............................................................................................26
4 TRAINING...............................................................................................................................27
4.1 Getting Access to ALP, the Academy Learning Platform .......................................................27
4.2 Finding the required Agfa HealthCare Training Course .........................................................28
4.3 Booking a Class Room Training in ALP..................................................................................29
4.4 Booking and Performing a Web based Training in ALP .........................................................30

Edition 2, Revision 0 Page 3 of 43

09-2012 Agfa Company Confidential
4.5 Attending a virtual Training in ALP .........................................................................................30

4.6 Getting certified .......................................................................................................................31
5 GETTING HELP .....................................................................................................................32

5.1 Escalating a Product Complaint..............................................................................................32
5.2 Providing Information when escalating a Product Complaint .................................................34
6 TIPS FOR THE SERVICE PC ................................................................................................35

6.1 Working with the Adobe Reader .............................................................................................35
6.2 Indexing and Finding Information on the PC ..........................................................................40
7 GLOSSARY ............................................................................................................................42


1 About this Manual
Purpose of the Field Service ABCs Document
 This manual shall help to navigate through

The Field
the different Imaging Services information Service ABCs
and knowledge areas.
Agfa Healthcare Service Navigation System
 Knowing our services and knowing how to

get or use them improves efficiency in the
service organization.
Start Menu Search Favorites
The F ield Service ABC
Agfa He althca re Se rvic e Na viga tion Sys tem
 It is an important part of the basic

St art Men u Se arch Fa vori e
t s
Rev isi on 0
10-2 00 8
Revision 0
10-2008
knowledge which is required to meet the

high quality demands of Agfa HealthCare Figure 1
Imaging Services.
 This manual does not treat IT Services
related topics.
Publisher of the Field Service ABCs Document

The Field Service ABCs is published by Agfa HealthCare Imaging Global Services. This is a
support organization offering following services:
 Creation and publishing of service documents for Agfa HealthCare Imaging equipment and
software.
 Providing software for updates and upgrades, as well as software tools.
 Providing spare parts for the national service organizations.
 Offering product support.
 Performing service courses for the service target groups.
 Offering secure remote service for equipment on site.
Target Audience of this Manual

This manual is for following target groups, servicing Agfa HealthCare Imaging equipment
and software:
 Field Service Engineers and Clinical Application Specialists
 New Agfa employees and new external partners
 Experienced Agfa employees and experienced external partners


2 Service Documentation and Software
This section informs about:

 Accessing service documents and software
 Available information channels
2.1 Ordering Service Documents, Software CDs and Software Tools
Service Manual on Paper:
In general service documents are available "online" only as PDF documents. They can be
accessed in the "Agfa HealthCare Library". For details about how to access the Agfa
HealthCare Library, see the next topics.
Complete service manuals in a folder can also be ordered via your logistics department. The
part number is the "DD+DISXXX.XXE” number.
This document has for example following number: DD+DIS120.08E
Due to the high costs for the shipment of printed manuals, this service should be used in
exceptional cases only. Preferably, print documents locally.
Software for updates or upgrades:
 Software for updates or upgrades is usually available "online" for download.

 In some cases software is also provided on CD and can be ordered via your logistics
department. In these cases the spare part number can be found in the spare parts list or
other appropriate service documents.
Software Tools:
Software tools you need on your service PC for general purposes, e.g. writing e-mails, reports
and so on, is provided via your local organization or has to be organized by yourself.
All special, non commercial tools, that are required for servicing Agfa HealthCare devices, e.g.
the Offline Configuration Tool for the NX or the Acceptance Test Tool for CR Mammography
Systems are provided online for free.
Related  2.2: Accessing Information online

Topics:
 2.3: Obtaining an Account for the Agfa HealthCare Library


2.2 Accessing Information online
In general it is possible to access service information online.
Prerequisites:
 A computer with
o Microsoft Internet Explorer version ≥ 6
o Adobe Reader ≥ 5, the latest Adobe reader version is recommended
(See www.adobe.com)
 Access to the Internet or Agfa Intranet
 For external partners only: Username and password
For Agfa employees: Service information access via Agfa Intranet:

Agfa HealthCare Library via Agfa Intranet http://intra.agfa.net/he/en/intranet/library/index.jsp
For external partners: Service information access via Internet (Extranet):

Agfa HealthCare Library via Agfa http://healthcare.agfa.net/irj/portal/library
HealthCare Portal
NOTE:
For more information to the Agfa HealthCare Library see the “FAQ – Agfa HealthCare Library”
(Intranet Link / Extranet Link)
Related  2.3: Obtaining an Account for the Agfa HealthCare Library

Topics:
 6.1: Working with the Adobe Reader


2.3 Obtaining an Account for the Agfa HealthCare Library
 Agfa employees: Each Agfa employee has access to the Agfa HealthCare Library,
without need to enter user name and password.
 External partners: Contact your local Agfa representative to get user name and
password.
Related None
Topics:
2.4 An important Document: The "Generic Safety Directions"
The "Generic Safety Directions" document comprises the general safety relevant information
including relevant environmental and occupational safety instructions for the service engineer:
 This information is a basic knowledge for each service activity.

 It is valid for all Agfa HealthCare Imaging products and part of each service
documentation.
 Examples of topics: Safety Directions for Operation, Safety Directions for remote Service
Activities, Waste Disposal, Erasing Protected Health Information (PHI)
Difference between the device specific safety notes in the corresponding service
manual and the "Generic Safety Directions"
 The device specific safety notes are always related to a specific action which is required
for a certain service activity at the device.
 The "Generic Safety Directions" document lists the general safety notes, which must be
obeyed at each service activity.
Example: Service activity "troubleshooting and replacing a defective motor".
 The motor replacement instructions inform via device specific safety note, that special
care has to be taken to prevent damage by screws falling into the optic module.
 The Generic Safety Directions document keeps a general safety note for repair and
maintenance activities, not to turn at any motor manually, as this may induce a voltage at
the motor controller board which may destroy it.
Availability
The latest version is available via Agfa HealthCare Library > General Info > Agfa HealthCare >
Publications > Service Manual (Intranet Link / Extranet Link).
Related None
Topics:


2.5 Checking the Completeness of required Service Documents
The document "Checklist for Completeness" is part of each service manual which consists
of more than one document.
It lists all single chapters of the documentation and their revision status, including service
bulletins.
This allows a clear identification whether your documentation is up-to-date and complete by
checking the revision number and release date.
HEALTH CARE Chapter 0

DD+DIS155.11E Checklist for Completeness
Checklist for Completeness
Document No: DD+DIS155.11E
Chapter Chapter Description Edition. Release Pages Document Document
CR 10-X Revision Date Number Node ID
Type 5151/100 7 Intentionally left blank -- -- -- -- --
8 Intentionally left blank -- -- -- -- --
9 Maintenance 1.0 02-2012 2 DD+DIS169.11E 33998305
Purpose of this Document 10 Service Bulletins – see section 2 -- -- -- -- --
Ex
11 Installation Planning 1.0 02-2012 25 DD+DIS170.11E 33998940
12 Glossary 1.0 02-2012 4 DD+DIS155.11E 34000615
Service Manuals consists of individual documents each with an own version control.
This Checklist for Completeness lists name and version of all Service Manual
documents, including Service Bulletins.
2 List of Service Bulletins
am
1 Chapters of the Service Manual The following Service Bulletins are valid:
Chapter Chapter Description Edition. Release Pages Document Document Bulletin Bulletin Description Version/ Release Pages Document Document
Revision Date Number Node ID No. 2 Status Date Number Node ID
0 About this Manual 1.0 02-2012 7 DD+DIS155.11E 33998031 02 Software ARC_1201 available 1.0 05-2012 3 DD+DIS125.12E 36890026
Checklist for Completeness 1.1 05-2012 2 DD+DIS155.11E 33998298
ple
(this document)
Generic Safety Directions 1 1.3 07-2009 28 DD+DIS238.06E 11849633
1 Controls, Connections, and Setup 1.1 05-2012 45 DD+DIS155.11E 33998941
Procedures
The following Service Bulletins are obsolete:
2 Functional Description 1.0 02-2012 19 DD+DIS155.11E 33999201
3.1 Machine specific Safety and Repair 1.1 04-2012 11 DD+DIS155.11E 33998032
Information Bulletin Bulletin Description Version/ Release Pages Document Document
3.2 Machine specific Tools, Software Tools 1.0 02-2012 30 DD+DIS155.11E 33998119 No. Status Date Number Node ID
and Auxiliary Equipment -- -- -- -- -- -- --
3.3 Troubleshooting 1.0 02-2012 14 DD+DIS155.11E 33998301
3.4 Electrical and Mechanical Codes, Fuses, 1.1 05-2012 7 DD+DIS155.11E 33998033
LEDs
3.5 Replacement of Parts 1.0 02-2012 2 DD+DIS155.11E 34164176
3.6 Adjustments and Calibrations 1.0 02-2012 10 DD+DIS155.11E 33998938
3.7 Software Menus and Setting -- -- -- -- --
3.8 Software Releases, Patches 1.0 02-2012 4 DD+DIS155.11E 34000614
4 Reference and Circuit Diagrams 1.0 02-2012 4 DD+DIS155.11E 34000493
Circuit Diagrams 1.0 02-2012 3 DD+DIS155.11E 35269752
5 Spare Parts List 1.0 02-2012 14 DD+DIS154.11E 33979680
6 Intentionally left blank -- -- -- -- --
1 available from the Agfa HealthCare Library > General Info > Agfa HealthCare > Publications > Service Manual
2 MSB = Mandatory Service Bulletin, SB = Service Bulletin, SIB = Service Information Bulletin
The controlled version of this document is available from the Agfa HealthCare Library. Any printed copy of this document is unc ontrolled.

Edition 1, Revision 1 The controlled version of this document is available from the Agfa HealthCare Library. Any printed copy of this document is unc ontrolled.
05-2012 Printed in Germany Document Node ID: 33998298
Edition 1, Revision 1 CR 10-X Chapter 0 / Page 2 of 2
checklist_for_completeness_e_template_v01
Agfa Company Confidential Copyright © 2012 Agfa HealthCare N.V. 05-2012 Type 5151/100 Agfa Company Confidential
Figure 2: Checklist for Completeness - example
NOTE:
The “Checklist for Completeness” does not list the documents which are enclosed to spare
parts. Reason: It is not required to download these documents before a service intervention, as
they are part of spare part delivery.
Related 2.6: Accessing the Documents which are enclosed to Spare Parts
Topics:


2.6 Accessing the Documents which are enclosed to Spare Parts
The printed documents which are enclosed to the spare part are available in the Agfa
HealthCare Library as document type “Service Enclosures”.
The Enclosures are not listed in the “Checklist for Completeness”: To get a list of available
“Service Enclosures” perform the filter setting in the Agfa HealthCare Library accordingly.
 Use the enclosure document from the Agfa HealthCare Library to plan a service
intervention. On the Agfa HealthCare Library always the latest document revision can
be downloaded.
 For instructions during a service intervention use the document which is enclosed to the
spare part. The enclosure document which is part of the spare part always fits to the
spare part revision.
Figure 3: Filter Setting for “Service Enclosures” – Example for CR 10-X
Related 2.5: Checking the Completeness of required Service Documents

Topics:


2.7 Finding Software in the Agfa HealthCare Library
Software is accessible via the Agfa HealthCare Library.
Software can be:
 Device software for clean installation, updates and upgrades
 Software tools
NOTE:
For more information to the Agfa HealthCare Library see the “FAQ – Agfa HealthCare Library”
(Intranet Link / Extranet Link)
Related 2.2: Accessing Information online

Topics:
2.8 Finding Information about the Electronic License Management System

(ELMS)
The Electronic License Management System (ELMS) is a system for licensing of CR or DR

software products (Status 07/2012: NX workstation software and Auto QC² software).
Since year 2008 an additional, simplified user interface for the

ELMS system is available, called "Simplified ELMS”. This user
interface facilitates the process to create or update the
Application License File (ALF).
Figure 4: Simplified ELMS logo
For more information to the ELMS refer to:
 Service Information available in the Agfa HealthCare Library :

Technical Services  Electronic License Management System (ELMS)
 Sales Information available in Agfa HealthCare Library

Tools & Processes  Electronic License Management System (ELMS)
Related None
Topics:


2.9 Finding Information about the Secure Remote Service System (SRSS)
This topic is relevant for Agfa employees only.
The SRSS enables secure connections required for remote service between Agfa Service
Support Engineers working from an Agfa facility or their homes and the Agfa Equipment
installed at a hospital.
For more information to the SRSS refer to:
 Service Information available in the Agfa HealthCare Library:

Category Filter Setting: Technical Services
Figure 5
Specifically following documents in the HealthCare Library:
o SRSS - Additional information - SRSS Customer Info (Intranet Link / Extranet Link)
o SRSS - Entry Level - Service Manual (Intranet Link / Extranet Link)
o SRSS - Additional information - Connection Portfolio (Intranet Link / Extranet Link)
 Service Information available via the Agfa Intranet:

Agfa HealthCare  Services Info  Service Tools  SRSS
Related None
Topics:


2.10 Finding Information about the Fast Update Service (FUSE)
The FUSE software allows automatic download of software updates from a centralized update
server. It is used to update NX workstations with operating system hotfixes and service
updates. FUSE is installed and configured by the service engineer during installation of the NX
workstation.
The initial releases of FUSE contained operating system hotfixes only. As of FUSE 2.0, other
types of updates, e.g. NX software updates (SU), are also possible since the automatic license
update via ELMS is supported.
For more information to FUSE refer to:
Service Information available in the Agfa HealthCare Library :

Technical Services  Fast Update Service (FUSE)
Figure 6
Related None
Topics:


2.11 Obtaining Factory Backup Files
Answer: Factory backup files are currently available for:

 Printers
 Thermal Head data for printers
 Digitizers
 IP Gain Image (IPGI) files for CR Mammography image plates
Access is available for Agfa employees via following Intranet link:

http://intra.agfanet/BU/MI/mednet3.nsf/EN/sbui.htm
For Non-Agfa employees: Please contact your local Agfa partner to get the required backup file.
To download the proper file, the serial number of the device / Thermal Head / Image Plate is
required.
Figure 7
Related None
Topics:


2.12 Accessing Lotus Notes via the Internet
Following possibilities exist to access Lotus Notes via the Internet.
Via the Agfa Portal: http://healthcare.agfa.net (Extranet link).
Via the Agfa Web VPN Service: https://ras-mor.agfa.net/+CSCOE+/logon.html
Prerequisite:
 Internet Explorer
 For access to the Agfa portal: Active directory user name / password or security token,
e.g. Yubikey.
 For access to the Agfa Web VPN Service: Active directory user name and security
token, e.g. Yubikey
Figure 8: Link to Lotus Notes e-mails via the Agfa Figure 9: Link to Lotus Notes e-mails via the Agfa
Portal Web VPN Service
Related 2.13: Accessing the Agfa Intranet from outside Agfa via Internet
Topics:


2.13 Accessing the Agfa Intranet from outside Agfa via Internet
Answer: Access the Agfa Intranet from outside Agfa is possible via the Internet.
For data security reasons this is only possible however via VPN (Virtual private network)
connection.
Apply for a VPN access via UAT (User Administration Tool). Contact your manager for more
information.
With VPN access enabled, two possibilities exist:
 Via Windows Agfa Standard PC (WASP) and VPN software
 Via a non Agfa PC and the Agfa Web VPN Service:
https://ras-mor.agfa.net/+CSCOE+/logon.html
In both cases a security token, e.g. Yubikey is required to get access.
Figure 10: Yubikey
Related 2.12: Accessing Lotus Notes via the Internet

Topics:


3 Ordering and Returning Spare Parts
This section informs about ordering and returning spare parts.
3.1 Identifying the required Spare Part
The following workflow introduces the recommended steps to identify the required spare part:
Step 1: Ask the customer for the symptom, i.e. the error code or display message.
Step 2: Depending on the device:
 Either consult the service manual (e.g. troubleshooting information, Service

Bulletin etc. if applicable) for a description of symptom, cause and solution, or
 Use the available online tool (e.g. digitizer or printer service software menu) to get
information about the possibly defective part. This step is practiced in service
training courses.
Step 3: If the defect points to a defective part:

Identify the spare part via the exploded view of the spare parts list.
Look-up the related spare part number.
Related None
Topics:
3.2 Ordering Spare Parts
You can order spare parts via the logistics department of your Customer Care Center.
Depending on the local availability of the part, it will be taken from the local stock or the order
will be transferred to the central warehouse.
Related 3.5: Spare Part Delivery Time

Topics:


3.3 Coding of Spare Part Numbers
A spare part number consists of either 10/11 or 13/14 characters:
10 or 11 character spare part number 13 or 14 character spare part number

CM+3492642 CM+9517590103
1 2 3 1 2 3
1 Prefix: Consists of 3 characters (list of prefixes will be extended in the future):

 CM stands for “Camera Werk München”
 CO stands for “Canon”
 EB stands for “Elektronisch Beeld Systeem”
 SC stands for “Sedecal”
 SK stands for “Siemens”
 SX stands for “Stephanix”
 RF stands for “Repaired”
 VA stands for “Varian”
 The “+” sign is a separator.
2 Part number: Consists of either 6 or 9 characters.
3 Index (= Revision): Consists of 1 or 2 characters.
NOTE:
 The last digit in the spare part number ("index") indicates the spare part revision at
release of the document where the spare part number is mentioned. When ordering, the
actual revision of the spare part is delivered.
 In some older documents the last digit of the spare part number is indicated as "X".
The "X" in this case is a placeholder for the actual index, and has to be replaced by a
figure "0" to "9", before entering it in the spare part ordering system. If in doubt, replace
it by "0".
 RF+ numbers have been introduced in Q II / 2012. For more information to repaired
parts refer to following documents:
o Service Information Bulletin: Availability of First Repaired Spare Parts for Imaging
Products (Intranet Link / Extranet Link)
o Following Imaging Services Newsletters (accessible by Agfa Service Managers
only):
- 2011_006 - Return and Repair Program (Document ID: 34495410)
- 2011_009 - Spare Parts Return and Repair Program additional Information
(Document ID: 35495716)
Related None
Topics:


3.4 Proceeding if a required Spare Part is not on Stock
Step 1: Look whether a repaired version of the required spare part is available instead.
The repaired spare parts are listed in following documents:
 Service Information Bulletin: Availability of First Repaired Spare Parts for

Imaging Products (Intranet Link / Extranet Link)
 Device specific spare parts list. Note, that the device specific spare parts
lists may not yet list repaired spare parts, depending on their update status.
Step 2 If no repaired spare part is available either, your local spare part department can
send a "machine down order" to the order service of Matrium / Central
Warehouse by email:
orderprocessing-europe@matrium.net or
orderprocessing-overseas@matrium.net.
Prerequisite for sending a "machine down order":

The customer cannot use the device anymore according to the intended use
statement. This means, the occurring problem cannot be solved by a
workaround.
Following work instruction describes this step in detail: "Handling Spare Parts in
Case of Machine Down /Emergency”, IMS* number: 31702285
*IMS = Integrated Management System: A document management system for Quality Assurance
relevant documents. Accessible by Agfa employees only.
STEP 3: When the "machine down order" arrives, following workflow starts:
 The part is taken from production (if part is still in production) and sent to
the central warehouse. This step can take up to 24 hours.
 From central stock the part is sent via air freight to the recipient. The
recipient can be:
o The FSE in many regions of the world ("drop shipment"),

e.g. Europe, USA, or
o The local stock in some regions of the world, e.g. Asia. From the
national stock distribution is initiated to the FSE.
NOTE:
 The complete delivery time depends on: Delivery path, customs, national holidays etc.
 Other possibilities if a spare part is not on stock:
a) Check car stock of other FSEs.
b) Check local spare part depot, if applicable.
Related 3.5: Spare Part Delivery Time

Topics:


3.5 Spare Part Delivery Time
The delivery time is country specific.
Example for Germany: If the spare part is ordered before 4 p.m. at the national CCC
(Customer Care Center), the part will be usually delivered next day morning to the FSE.
Please contact your local logistics department or CCC to get spare part delivery times for your
country or organization.
Related 3.6: Tracking the Spare Part Shipment

Topics:
3.6 Tracking the Spare Part Shipment
In general it is possible to track the status of the shipment process.

Prerequisite: A reference number is available.
 For the U.S.: Contact the Parts Center at 1-877-777-AGFA. Have your order number
ready to provide for reference.
 For the rest of the world: Parts shipped from the central warehouse can be tracked by
Agfa employees having access to the Agfa Intranet:
Proceeding (User interface is available in German language only):
(1) Select in your web browser the Agfa Intranet address: http://mucswv016.de.local/
(2) Select "Delivery note search".
Figure 11: Logistics Intranet homepage


(3) Enter the AWB number (airway bill) or delivery note number the customer care
center gets when ordering a spare part, e.g. AWB number 2993072913.
Figure 12
(4) If the delivery consists of several packages, select the desired package.
(5) Select "Track Parcel" .
Figure 13
Result: A detailed report of the current status will be displayed:
Figure 14
Related None
Topics:


3.7 Returning a Spare Part
Returning spare parts is done via your local Agfa logistics representative.
Returning a spare part is possible in following cases:
 A spare part was ordered but not used: Package seal is not broken.
 A defective spare part is labeled as "repairable" or "Inspection Part". A list with all
returnable and repairable spare parts is available on the Agfa HealthCare Library
(Intranet Link / Extranet Link).
 A new spare part arrived defective on site (called "dead on arrival = DOA" part).
When the returned spare part arrives in the central warehouse it will be checked according to
certain criteria (Package seal OK; part is a repairable part; part is an inspection part).
IMPORTANT:
 For Agfa employees: The return procedure for returning spare parts from the local
Agfa Sales Organization to Agfa Headquarter is defined via document “Return of
HealthCare Spare Parts”, IMS* document number 27660293. Your Service Manager
informs you about the correct return procedure according to this document.
The return procedure amongst a few other things describes, that in some cases a RMA
(Return Material Authorization) number must be obtained first by your local spare parts
department. Examples:
Returning spare parts from non GEM (Global Entrepreneurship Model) countries always
require a RMA number issued by Spare Parts Management.
o Returning certain OEM parts like DR panels require a RMA number issued by the
panel manufacturer.
o See also following Services Newsletter (accessible by Agfa Service Managers
only): 2011_009 - Spare Parts Return and Repair Program additional Information
(Document ID: 35495716)
 For external partners: The return procedure for returning spare parts is defined via
contract between the external partner and the local Agfa representative.
*IMS = Integrated Management System: A document management system for Quality Assurance relevant
documents. Accessible by Agfa employees only.
Related  3.10: Recognizing a repairable or Inspection Spare Part

Topics:
 3.11: Proceeding for Spare Parts that did not solve the Problem
 3.12: Using the Return Label properly


3.8 Recycling of Devices and Consumables
Devices have to be recycled locally by the customer according to local regulations. A device
specific recycling passport describes the materials used in the device. Contact your local Agfa
sales organization to get a copy of the recycling passport.
For CR image plates in QI / 2012 a recycling procedure has been started in Austria, France,
Germany, Italy, Portugal, Spain, Switzerland, UK, and USA. This has been extended in the
second half of 2012 to other countries and other consumables (CR intensifying screens), too.
The local Agfa Service Manager will inform you about your role in the CR image plate and
intensifying screen recycling procedure. A Services Newsletter, available in the access
restricted “Imaging Services Newsletter” folder on Livelink (accessible by Agfa Service
Managers only) informs about details.
Related None
Topics:
3.9 Technical Performance of repaired Spare Parts
The technical performance of repaired spare parts (”RF+ parts”) is equivalent to new parts.
The duration of the expected life, expressed in “meantime between failure”, can be lower.
Related 3.3 Coding of Spare Part Number

Topics:


3.10 Recognizing a repairable or Inspection Spare Part
Repairable spare parts can be recognized by a white (U.S.) or red (rest of the world) sticker on
the package. Inspection parts have a yellow sticker.
Sticker on repairable parts: Sticker on inspection parts:
 Return Part! Return Part! 

HealthCare HealthCare
Please return
Return Part!
Return Part!
the exchanged defective part Please return the defective,

exchanged part back to
(1) Pack the defective part into the box of the new one. AGFA HealthCare
Central Return Warehouse
Return Part!
(2) Fill in the return label completely and add it to the
Return Part!
return part.
at Matrium GmbH
Unterschleißheim
for inspection
 Return Part! Return Part! 
HealthCare HealthCare
Sticker for parts shipped

Sticker for parts shipped from the rest of the world
from Parts Center in the U.S.
Figure 15: Stickers indicating a repairable or inspection part
NOTE:
 Repairable parts in the U.S. have a blue sheet "Parts return instructions” included.
 Repairable parts are repaired by the supplier. When they arrive at the central
warehouse, in certain instances a refund can be given.
 Inspection parts are spare parts that Agfa Headquarter wants to have sent back for
analysis of a service issue. Sending back inspection parts can be your contribution for
product improvement. No refund will be given. Usually spare parts are declared as
inspection parts during the first months after introduction of a new product.
Related  3.7: Returning a Spare Part

Topics:
 3.12: Using the Return Label properly


3.11 Proceeding for Spare Parts that did not solve the Problem
Spare parts that had been used temporarily

cannot be returned to the central warehouse
anymore. They have to stay in local stock.
The return procedure using the green seal has
been stopped in year 2011.
No
tu
se
d an
ym
ore
Figure 16: Green seal – not used anymore
Related 3.7: Returning a Spare Part

Topics:


3.12 Using the Return Label properly
Answer: Each spare part contains a "Return Label". Fill- F7.1123.8301.0

LL ID: 34989223 RETURN LABEL
Label to be ordered as:
DD+Return-Tag03
in this "Return Label" before returning a part.

LABEL-No.: D123456
Only a completely filled in Return Label can Country
guarantee an optimal return process. RMA No.:

Repair Job No.:
Date of Repair:
Engineer ID:
Engineer Name:
Part Information (mark all that apply)
IMPORTANT: Return Part (Red Label)

Inspection Part (Yellow Label)
Part in Warranty
Complaint Part:

DOA Part
Fill in the return label Part of DOA Machine
Transport Damage
completely to support fault Wrong Part / Delivery
Other
analysis. Complaint No.:
Forward Part To:
 Only use English language to Spare Part No.:

(e.g. CM+XXXXXXXXXX, SK+XXXXXX, etc.)
fill in the return label. Serial No. Defective Part:
Manufacturing No. Defective

Part: (e.g. FX.XXXX.XXXX.X, AXXXXXX.X)
 Put the upper part of the sticker Fault Description
in the box. Do not stick it on Fault Occurs:
the spare part. Permanently

Sporadically
Due to Temperature
Other:
Fault Description:
 Stick the lower part of the
sticker on the box. Error Code:
For further descriptions please use backside
Machine Information
Machine Description:
Machine Type / Subtype No.:
Machine Serial No.:
Machine Installation Date:
Machine Cycles:
RETURN LABEL
DEFECTIVE PART
Attach this Label outside Box
RETURN LABEL
LABEL-No.: D123456
DEFECTIVE PART
Attach this Label outside Box
LABEL-No.: D123456
Figure 18 Figure 17
Figure 19: Return label which is part of each spare part
Related  3.7: Returning a Spare Part

Topics:
 3.10: Recognizing a repairable or Inspection Spare Part


4 Training
This section provides information about the Agfa training tool ALP, Academy Learning Platform.
It includes topics like how to register in ALP, getting the latest training schedule and course
registration.
4.1 Getting Access to ALP, the Academy Learning Platform
 Agfa employees: ALP access is setup by your manager. In case you do not have
access, call the service desk.
 External partners: Contact your local Agfa representative, who will request and
manage your ALP access.
After registration, access ALP as follows:
(1) Select the Academy HealthCare portal: http://healthcare.agfa.net (Extranet link)
(2) Enter username and password according to the table below:
Log-in as: Username Password
Agfa Employee inside the Username and password not required

Agfa Intranet
Agfa Employee outside the Agfa ID Active Directory password: This is
Agfa Intranet usually the windows log-on password.
External Partner Agfa ID (Z ID) Agfa HE portal password
In case of any login problems:

 Agfa employees: Contact the local service desk (Intranet Link).
 External partners: Contact your local Agfa representative
NOTE:
For Agfa employees more information on ALP is available on the Intranet:
(1) Visit the Agfa Academy Intranet homepage:
http://intra.agfanet/BU/MI/mednet3.nsf/EN/education.htm
(2) Start the ALP clip:
http://intra.agfanet/html/alp/Academy_Clips_HealthCare/alp/player.html
For external partners: An ALP clip is available in the Online Support pages within ALP
as of Q IV 2012.
Related 4.2: Finding the required Agfa HealthCare Training Course

Topics:


4.2 Finding the required Agfa HealthCare Training Course
To find the required course in ALP, you can use the catalog
navigation functionality or the search feature within the “Learning”
area.
 Catalog Browsing:
Browse through the catalog by selecting a topic, target group
or training type. You will receive an overview about all linked
courses to this area.
Figure 20: Catalog
Browsing
 Search Feature:
Enter a key word in the search field or use the extended search to specify a detailed
search by e.g. selecting a training type search to it.
Figure 21: Search Window
Your result list includes all courses that fit to your search criteria. Select the required course by
clicking on the name. More course details are displayed including training prerequisites.
All course dates for instructor based trainings are listed on the button of the course detail page
in ALP. To receive one view of specific courses, you can use the calendar functionality.
Search the required courses, add the result to your view and check all available dates.
Calendar view:
Figure 22
IMPORTANT:
If you are an external partner, trainings are accessible as defined in your contract agreements
with Agfa.
Related 4.1: Getting Access to ALP, the Academy Learning Platform

Topics:


4.3 Booking a Classroom Training or Workshop in ALP
To book a classroom Training or Workshop:
(1) Search the course in ALP.
(2) Select the required course: ALP checks whether you fulfill the mandatory course
prerequisites.
(3) Select the course date which best fits your schedule and book your participation.
Remark: Manager and training administrator approval can be required. This is explained
on the course page “Booking Process”.
(4) Please wait with travel arrangements until you receive “Course & Seat Confirmation”
by ALP.
NOTE:
Agfa Employees: To book a classroom training, manager approval can be required when there
are travel costs, etc linked to. Please ensure that you have assigned your training approval
manager in ALP.
Figure 23
External partners: The approval manager is already assigned and cannot be changed.
Related 4.1: Getting Access to ALP, the Academy Learning Platform

Topics:


4.4 Booking and performing a Web based Training in ALP
You can book for each web based training by clicking on the "Book this course" button. Some
web based trainings have restricted access and you might not be able to book them.
You can start and re-start the training at any time by using the "Start course now" button.
It can be that the course you would like to follow is linked to a mandatory prerequisite. This
means you first have to follow one or more other courses before you can follow the training.
In some cases your manager needs to approve a course before you can book it. If this is the
case it will be explained on the course page in section "Booking Process”.
NOTE for Agfa employees:

For more information about web based training visit the Academy E-learning tool Intranet
page: http://intra.agfanet/BU/MI/mednet3.nsf/EN/academyelearningtools.htm
More details about e-learning are explained in the following clip:

http://intra.agfanet/html/alp/Academy_Clips_HealthCare/tools/player.html
Related  4.1: Getting Access to ALP, the Academy Learning Platform

Topics:
 4.2: Finding the required Agfa HealthCare Training Course
4.5 Attending a virtual Training in ALP
Virtual learning means: The instructor delivers an online, interactive, remote training by
presentation or live demonstration of the topic, for example a specific software. Also hands-on
training is possible. The participant can dial in all over the world via internet and phone to the
training session.
In ALP the virtual training is called “virtual learning room”. Booking and starting the training is
done within the ALP system.
To book for a virtual training, search the required course; select the date and time that fits best
for you. On the training date you will be able to start the course 10 min before the start time.
Related  4.1: Getting Access to ALP, the Academy Learning Platform

Topics:
 4.2: Finding the required Agfa HealthCare Training Course


4.6 Getting certified
Agfa HealthCare offers a certification program that proves a defined knowledge and skill level.
Certificates are available for example for: CR Mammography, NX Application, Digitizer DX-G /
DX-M. A complete list of all certificates is available via tab “certification” in ALP (accessible by
Agfa employees only)..
To get a certificate a training specific qualification path is defined.
A typical example is shown below:
DX-G/DX-M Technical Overview_Test DX-G / DX-M Basics of Digital

Step 1 (Online Test) Technical Overview Radiography (WBT)
(WBT)
L E
Step 2
M P DX-G/DX-M Digitizer
(Classroom)
A
EX
DX-G/DX-M_Exam
Step 3 (Online Test)
Step 4
Figure 24
Explanation:
Step # Description
1 Perform the trainings or online tests that are a prerequisite to perform the next
training. This step is available for a few trainings only.
2 Perform the training for the product or service.
3 Perform the exam (online test): This need to be done in ALP at the end of the
classroom training or in the local office.
4 After the successful completion of the online test and the confirmation (e-signature)
that the online test is finished, ALP automatically sends the certificate to the user
over night. All achieved certificates are listed in the “Qualification Profile” (“My
Learner Account”) in the portal with the validity period.
My Qualifications
The following qualifications are assigned to you:

P LE
MyM
My Qualifications
Qualification Group My Qualifications
Qualification
X A Qualifications Valid
Proficiency My Qualifications
To
Digital Radiography DX-G DX-M Technical Services E Certified Expires on: 01.02.2014
Figure 25
Related 4.2: Finding the required Agfa HealthCare Training Course

Topics:


5 Getting Help
This section describes topics to support you in case of a product related problem.
5.1 Escalating a Product Complaint
Device serviced by Dealer Device serviced by Agfa
Customer Customer Customer

Solved
Solved
Solved
Product Product Product
Complaints Complaints Complaints
Dealer in area Dealer in area Agfa

with Agfa NSO without Agfa NSO National Sales Organization
Solved
Escalated
Solved
Solved
Agfa Escalated Escalated
National Sales Organization
Escalated
Solved
Regional Support Network Regional Support Network Regional Support Network

Escalated
Escalated
Escalated
Solved
Solved
Solved
Global Support Network Global Support Network Global Support Network

Escalated
Escalated
Escalated
Solved
Solved
Solved
Product Quality Review Team Product Quality Review Team Product Quality Review Team
Research & Development Research & Development Research & Development
RSN phone numbers (follow the sun concept):

 ASPAC +61 3 98 94 30 46
 EMEA +49 89 6207 3020 (Hardcopy) +49 89 6207 3361 (CR)
 NAFTA From the U.S.: 1-877-777-AGFA From outside U.S.:+1 201 373 0874
NOTE:
 A “Product Complaint” is a call by the customer related to a malfunction of a device.
 The former MedNet based GSC case form to escalate a product complaint to the RSN is
not available anymore. All cases are entered directly by the RSN in the case tracking
system.
Related 5.2: Questions to the Customer in Case of a Product Complaint

Topics: 5.3: Providing Information when escalating a Product Complaint


5.2 Questions to the Customer in Case of a Product Complaint
Agfa HealthCare's products are medical devices which are governed by healthcare authorities.
We must ensure that any potential risk to the safety of patients and users is detected.
Therefore always ask the customer if they are reporting any risk to health, like:
 A serious injury or death
 Delay in either treatment or diagnostics
 Misdiagnoses, misattribution or an exam retake
or if they are reporting a complaint that could have contributed to one of the following:
 A serious injury or death
 Delay in either treatment or diagnostics
 A misdiagnoses
In case there is any risk reported, escalate as quickly as possible to the next level of support
and ensure to include all relevant clinical detail, including:
 A detailed description of what has been reported by the customer, including the
frequency how often this happened.
 The name and phone number of the person reporting the risk to health so that they can
be contacted for further questions.
 Any evidence material, reference numbers, etc. that allows AGFA to appropriately
follow up with the customer.
Related 5.1: Escalating a Product Complaint

Topics:


5.3 Providing Information when escalating a Product Complaint
Following information is required by the RSN to be able to solve a product complaint:

Device identification data:
 Customer name
 Site Name
 Site City
 Product Name
 Product Type and Subtype
 Product Serial Number
 Software Version
Fault identification data:

 Symptom description (Error code; error frequency etc.)
 Date and time when the fault occurred, incl. patient identification number (e.g. accession
number)
 Device data like backup etc. See figure below.
Device data to be forwarded for fault analysis:
- Backup
Dry Hardcopy - Infocounter
Printers - All Session Files
NX Workstation - System Snapshot
Digitizers - - Backup
First Generation - Infocounter
- All Session Files
Digitizers -
Second - Backup
Generation
- NX System Snapshot
DR Equipment Additionally, depending on
the system:
- Modality specific backup*
- ZIP file as defined in

DR Detector DR Detector Service
Manual
* e.g. for DX-D 600: Backup of PC in OTC
Related 5.1: Escalating a Product Complaint

Topics: 5.2: Questions to the Customer in Case of a Product Complaint


6 Tips for the Service PC
This section gives hints for efficient work with the service PC.
6.1 Working with the Adobe Reader
As all documents in the GSO Library are PDF documents, the Adobe Reader is the main tool for
digital reading and printing of documents.
In the following sections following Adobe Reader related topics are explained:
 Downloading the Adobe Reader
 Adobe Reader Version for reading Documents of the Library
 Running the Adobe Reader on a portable Medium
 Navigating in the Adobe Reader
 Reading Spare Parts Lists in PDF Format
 Searching in a PDF File
6.1.1 Downloading the Adobe Reader
Download the latest Adobe Reader from the Adobe website at

http://www.adobe.com/de/products/acrobat/readstep.html
6.1.2 Adobe Reader Version for reading Documents of the Library
Documents of the Agfa HealthCare Library are usually downwards compatible to Adobe
Reader 5. For some WBTs (Web based trainings) it may be required to have the latest Adobe
Reader installed.
Recommendation: Always use the latest version of the Adobe reader.


6.1.3 Running the Adobe Reader on a portable Medium
After installing the Adobe Reader, it is possible to copy the complete Adobe Reader install
directory to a portable medium (e.g. USB flash drive), to run it from the portable medium. This
allows e.g. using the latest Adobe Reader on a PC, where you are not allowed to install new
software.
Instructions:
(1) Install Adobe Reader on a PC.
(2) Locate the install directory, e.g.: C:\program files\adobe\reader 9.0
(3) Copy the complete directory \reader 9.0 to a portable medium.
(4) Start the Adobe reader via double-click on: \reader 9.0\reader\acrord32.exe
or via shortcut in the root of the portable medium.
6.1.4 Navigating in the Adobe Reader
By default, most PDF files in the Agfa HealthCare Library are prepared with setting "open
bookmarks panel and page". This allows navigating via bookmarks, the document internal
hyperlinks or the scrollbar on the right.
Figure 26: Bookmarks panel


6.1.5 Reading Spare Parts Lists in PDF Format
For reading spare parts lists it is best to switch to "View – Page Display – Two-up (continuous)".
This allows viewing the text and exploded view page simultaneously.
Figure 27: Switching to view "Two-up continuous" for spare parts lists
NOTE:
The "Page Display” setting is set back to default again, when you re-open the document, or
when you open another document.
6.1.6 Searching in a PDF File
Two possibilities exist:

1. The "Simple Search”. See "Possibility 1” next page.
2. The "Full Reader Search”. See "Possibility 2” next page.
For most cases, it is advisable to use the "Full Reader Search”.


Possibility 1: The "Simple Search”:

The reader opens by default with the "Simple Search” window.
Proceeding:
(1) Enter the expression in the search window.
(2) Press ENTER.
(3) Click "next" to scroll through the search results.
Figure 28: "Simple Search” and navigation through search results
Possibility 2: "Full Reader Search”

(1) Click on the drop-down menu at the "Simple Search” window.
(2) Select "Open Full Reader Search”.
Figure 29: Opening the "Full Reader Search”


This opens an additional search window, allowing:

 Searching in all documents of a certain directory
 Searching for "whole words only”
 Searching case sensitive (small / capital letters)
 Including bookmarks in the search
 Including comments in the search
 Switching to advanced search options
Figure 30: Selecting a folder to search in all PDF documents of this folder


6.2 Indexing and Finding Information on the PC
As of Windows XP, the Windows operating systems offers the possibility to index the
documents on the PC. This allows searching for files with extension .doc, .txt, .xls, .pdf and
many other document types.
Proceeding to add the relevant disk drives or directories to the index:
(1) In the Control Panel select: <Indexing Options>
(2) Select: <Modify>
(3) Add the drive or directory where documents are located to the index.
Figure 31


Proceeding to search for documents:
(1) In the Windows explorer select the directory where the documents are stored.
(2) Enter the search expression in the search window, e.g. “Stitching”.
(3) Press the <Enter> key.
NOTE:
 Each new file in the indexing location gets indexed immediately, if it is of the file type as
defined in the advanced indexing options. Therefore, the indexing option may reduce the PC
performance significantly, depending on the PC. If the PC gets too slow, disable the
“Windows Search” service in menu: Control Panel > Administrative tools >
Component Services > Services.
 Some examples how search results can be influenced:
Figure 32
Example entered in the search window Result
Stitching software Documents containing the words “Stitching” and

“software”.
“Stitching software” Documents containing the expression “Stitching

Software”.
Type:pdf “Stitching software” PDF documents containing the expression “Stitching

Software”.


7 Glossary
Term / Abbreviation Description
Agfa Aktiengesellschaft für Anillinproduktion
Agfa HealthCare Library The digital library of the Agfa HealthCare sales and service
organization: Publishing platform for documents and software.
ALP Academy learning platform
ASPAC Asia Pacific region
AWB Airway Bill: A contract of carriage used by airfreight carriers.
CAS Clinical Application Specialist. An FSE with special education and

experience for clinical application tasks.
CCC Customer Care Center
CM+ Prefix for spare part numbers. CM stands for "Camerawerk

München”. Other prefixes are "10+", "EB+" or "MX+". Prefixes are
not relevant for the spare part ordering process.
CSE Customer Support Engineer: Term used in US Agfa HealthCare for

a Field Service Engineer.
DD+DIS Agfa HealthCare Imaging Services document identification number

in format DD+DISXXX.YYZ.
 DD = Digital Document
 + = filler
 DIS = Digital Imaging Systems (former department name)
 XXX = successive number
 YY = year (12 for 2012)
 Z = language (e.g. E for English)
DOA Dead on arrival: Spare part or device which arrives defective on

site.
EMEA Europe, the Middle East and Africa
FSE Field Service Engineer
GSN Global Support Network
GSO Global Support Operations. Former name for the Agfa HealthCare
service organization. Now called "HealthCare Imaging Services".
GTC Global Training Center
IBT Instructor based training
HQ Headquarter
IMS Integrated Management System: Agfa HealthCare Intranet page for

processes, procedures and local work instructions.
Livelink Web-based collaboration and document management system.


Term / Abbreviation Description
NAFTA North American Free Trade Agreement region
PDF Portable display format. A document format that can be created by

Adobe Acrobat and read by Adobe Reader.
Product Complaint Each call by the customer related to a malfunction of a device.
PQRT Product Quality Review Team
R&D Research & Development
RSN Regional Support Network
SLA Service level agreement, also named "service contract”
SN Serial Number
WBT Web based training
Yubikey Password generator to allow secure access to the Agfa network.



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Service Documentation

The Field Service ABCs

Agfa HealthCare Imaging Services Navigation System

Start Menu Zoom Search

Document No: DD+DIS120.08E

Edition. Release Changes

1 ABOUT THIS MANUAL ............................................................................................................5

2 SERVICE DOCUMENTATION AND SOFTWARE ...................................................................6

3 ORDERING AND RETURNING SPARE PARTS ...................................................................17

DOCUMENT CONTROL NOTE:

Edition 2, Revision 0 Page 3 of 43

4.5 Attending a virtual Training in ALP .........................................................................................30

5 GETTING HELP .....................................................................................................................32

6 TIPS FOR THE SERVICE PC ................................................................................................35

DOCUMENT CONTROL NOTE:

Edition 2, Revision 0 Page 4 of 43

1 About this Manual

Purpose of the Field Service ABCs Document

 This manual shall help to navigate through

 Knowing our services and knowing how to

The F ield Service ABC

Agfa He althca re Se rvic e Na viga tion Sys tem

 It is an important part of the basic

knowledge which is required to meet the

Publisher of the Field Service ABCs Document

Target Audience of this Manual

DOCUMENT CONTROL NOTE:

Edition 2, Revision 0 Page 5 of 43

2 Service Documentation and Software

This section informs about:

2.1 Ordering Service Documents, Software CDs and Software Tools

Service Manual on Paper:

Software for updates or upgrades:

 Software for updates or upgrades is usually available "online" for download.

Related  2.2: Accessing Information online

DOCUMENT CONTROL NOTE:

Edition 2, Revision 0 Page 6 of 43

2.2 Accessing Information online

In general it is possible to access service information online.

For Agfa employees: Service information access via Agfa Intranet:

For external partners: Service information access via Internet (Extranet):

Related  2.3: Obtaining an Account for the Agfa HealthCare Library

DOCUMENT CONTROL NOTE:

Edition 2, Revision 0 Page 7 of 43

2.3 Obtaining an Account for the Agfa HealthCare Library

2.4 An important Document: The "Generic Safety Directions"

 This information is a basic knowledge for each service activity.

DOCUMENT CONTROL NOTE:

Edition 2, Revision 0 Page 8 of 43

2.5 Checking the Completeness of required Service Documents

HEALTH CARE Chapter 0

DOCUMENT CONTROL NOTE:

Figure 2: Checklist for Completeness - example

DOCUMENT CONTROL NOTE:

Edition 2, Revision 0 Page 9 of 43

2.6 Accessing the Documents which are enclosed to Spare Parts

Figure 3: Filter Setting for “Service Enclosures” – Example for CR 10-X

Related 2.5: Checking the Completeness of required Service Documents

DOCUMENT CONTROL NOTE:

Edition 2, Revision 0 Page 10 of 43

2.7 Finding Software in the Agfa HealthCare Library

Software is accessible via the Agfa HealthCare Library.

Software can be:

 Device software for clean installation, updates and upgrades