Basic Troubleshooting

If a Smart Device Connectivity connection issue arises that is not covered in the troubleshooting guide below, please contact Hillrom's technical support team at 1-800-445-3720 for assistance. For more technical issues, please see Troubleshooting Technical Issues.

I am having an issue with the:

ADT Connection

  1. Check that the hostname for the outbound HL7 connection is correct:
    1. For Production: gateway.dhp.hillrom.com
    2. For Sandbox: sbx-gw.zen.hillrom.com
  2. Check that the port is correct and unchanged.

    Tip: This information should be available within your Customer copy of the Digital Health Platform Pre-Deployment Workbook. If, after consulting the pre-deployment workbook, you are still unsure of the proper port, please contact Hillrom Technical Support at 1-800-445-3720.

  3. Check that there are no issues with the VPN connection to Smart Device Connectivity.
  4. Confirm that the HL7 messages being sent conform to the Interface Specification Guide found in Hillrom Smart Device Connectivity HL7 Interface Specification.

    Remember: Smart Device Connectivity only processes messages for known and configured units.

  5. Confirm the Unit ID of any units that may have issues, before calling Technical Support.
  6. If you are still having issues with the ADT connection after following the steps above, please contact Hillrom Technical Support at 1-800-445-3720.

Vitals Connection

  1. Check that patient admissions and transfers have processed successfully before attempting to send and receive vitals information.
  2. Check that the vitals devices have been configured to send to the appropriate hostname.
  3. Confirm that the vitals devices have been configured to send to the correct port.

    Tip: This information should be available within your Customer copy of the Digital Health Platform Pre-Deployment Workbook. If, after consulting the pre-deployment workbook, you are still unsure of the proper port, please contact Hillrom Technical Support at 1-800-445-3720.

  4. Check that there are no issues with the VPN connection to Smart Device Connectivity.

    Remember: Smart Device Connectivity only processes messages for known and configured units.

  5. Confirm the Unit ID of any units that may have issues before calling Technical Support.
  6. If you are still having issues with the vitals connection after following the steps above, please contact Hillrom Technical Support at 1-800-445-3720.

Alarm Manager

  1. Check that patient admissions and transfers have processed successfully before attempting to send and receive vitals information.
  2. Check that the Alarm Manager is configured to send to the appropriate hostname.
  3. Confirm that the Alarm Manager is configured to send to the correct port.

    Tip: This information should be available within your Customer copy of the Digital Health Platform Pre-Deployment Workbook. If, after consulting the pre-deployment workbook, you are still unsure of the proper port, please contact Hillrom Technical Support at 1-800-445-3720.

  4. Check that there are no issues with the VPN connection to Smart Device Connectivity.
  5. Confirm that the HL7 messages being sent conform to the Interface Specification Guide found in LAB01457 Digital Health Gateway HL7 Interface Specification.

    Remember: Smart Device Connectivity only processes messages for known and configured units.

  6. Confirm the Unit ID of any units that may have issues before calling Technical Support.
  7. If you are still having issues with the Alarm Manager after following the steps above, please contact Hillrom Technical Support at 1-800-445-3720.