Of Mice and Keyboards

Abstract

Intermittent problems are very hard to diagnose and repair because it can be a challenge to witness the problem in action. Ideally, you have a relationship with the nursing staff, so they know to call you immediately when the system is not working.Sometimes, however, being there at the time the problem manifests itself is not possible. It then becomes crucial to reproduce the problem. To start, find a staff member who has this problem and start asking questions. When does this problem crop up? Are multiple users trying to access the system simultaneously? Does the problem occur during a code? Is someone printing when it occurs?Getting the answers to such questions will go a long way toward getting a better handle on the problem.As part of the troubleshooting process, you will need to understand how your system is laid out. If you have not already done so, contact the manufacturer and see if flow diagrams are available.I'll describe the setup at my hospital to give you a better idea of what to do with your system. Our system is in a critical care area with 28 rooms that are designed in a huge square. We have two centrally located nurse stations, and every two rooms have a “touchdown” area with a very limited nurse station. All these stations go back to an equipment rack, which has the nurse station computers, keyboard, video, mouse interfaces (KVMs), punch-down panel, and an uninterruptible power supply (UPS) in them. Each nurse station area has a KVM extender for each nurse central. We have roughly 22 KVM extenders, one punch-down panel, two KVM receivers, and one UPS. At this point, most technicians would be making a mental note of all the possible “points of failure.”I have learned from our system that some manufacturers of the KVMs have installed manual electric switches known as DIP switches and/or software that controls how long the keyboard and mouse can stay idle before they go into the sleep mode. Being in sleep mode doesn't mean they stop working, but it will take a few seconds for them to respond when used again.Understanding the possibility that the sleep mode might be the “problem” brings up another point. A trained technician and the end user have different needs and different ways of looking at devices and technology. If a nurse is in a hurry, a mouse that responds slowly is probably not that different from a mouse that is not working. This fact underscores the need to gather as much information from the nursing staff as possible and try to place yourself in their shoes.Our system has CAT 5 cabling that goes from the KVM at the nurse station “touchdown” area to a network jack, through the wall and ceiling, to a punch-down panel, and then to the KVM receiver. So for one nurse touchdown area, there could be multiple points of failure. Each point of potential failure must be investigated to determine the problem. I have had more problems with KVMs than with mice, keyboards, speakers, or displays. Because of my experience, I always take a good hard look at the KVMs involved.Another thing to consider with a mouse is that the little track ball on the bottom can pick up dirt, lint, and small pieces of paper that can wreak havoc. Keyboards are especially vulnerable to spilled coffee, water, or sticky items, such as some medications. Even optical mice can have their light occluded. Some people might assume that these items would not be on a critical care floor at a nurse station, but I can tell you that they are.Not knowing your particular setup, the best advice I could give you is to first determine if the problem involves all the keyboards and mice or just a few. Then, check those peripheral devices. If they are OK, see if you have something like a KVM. Check those KVMs for DIP switches or software that would cause them to “sleep.” After that, you might need the system's manufacturer for individual technical support. Good luck.