HeartStart MRx Support

If you are looking for help with your Philips MRx defibrillator, you've come to the right place.

Warranty information

So that our HeartStart MRx ALS Monitor customers can continue delivering reliable and effective patient care, we provide a variety of warranty offerings and preventative maintenance programs. Philips backs HeartStart MRx ALS with 1 year of on-site service. On-site service, requested through our Customer Care Solution Center, is provided by an authorized Philips service representative.

At the time of purchase, a 2-year repair and return warranty can be substituted for the standard 1-year on-site service warranty. To extend the coverage period of either warranty, service contracts can be purchased annually in 1-year increments.

M3536A Warranty Options at POS

1 Year On-Site (Standard Philips Warranty)
2 Year Return To Philips (Bench)
3 Year Biomed Alliance

M3536A Post Warranty Service Contract Options

On-Site
Bench
Biomed Alliance

Performance Assurance Contract available for both M3536A. Must be linked to an active warranty or service contract.

Service Method	Duration	Available	Ordering Information
FSE On-site	1 year	Worldwide	W01 (Default in SAP)
Bench with loaner	2 years	USA & Canada	W22 Option
Biomedical Warranty (requires qualification)	3 years	U.S., Canada & Australia only	WA2 Option

Technical Reference Manuals

MRx Reference Guide

MRx Instructions For Use

MRx Instructions For Use Clarification

HeartStart MRx training

http://theonlinelearningcenter.com/assets/PHhtml/HeartStart_MRx/story.html

Frequently asked questions (FAQs)

Why is my Ready for Use (RFU) indicator showing a red “X?”

RFU Status	Meaning	Required action
Blinking red “X” with or without a periodic chirp	Low battery. The device can be used but run time is limited. Chirping indicates the battery is not being charged.No chirping indicates the battery is being charged.	Charge the battery as soon as possible and/or replace the battery with a charged battery. Charging may be done in the HeartStart MRx by connecting to AC/DC power or in a Philips approved battery support system.
Solid red “X” and a periodic chirp	A failure has been detected that may prevent the delivery of a shock, pacing, or ECG acquisition.	Turn the Therapy Knob to Monitor. An “Inop” message describing the failure is displayed. See troubleshooting chapter in the IFU for more information. If the condition persists, take the device out of use and call for service.
Solid red “X” without a periodic chirp	No power or device failure (cannot turn on).	Insert a charged battery or connect to AC/DC power. If the condition persists, take the device out of use and call for service.

How do I perform the operational check?
How do I perform the operational check?
Insert a charged battery (capacity of 20% or greater).

Turn the Therapy Knob to Monitor.

Press the Menu Select button

Using the Navigation buttons, select Other and press the Menu Select button.

Select Operational Check and press the Menu Select button.

Select Run Operational Check and press the Menu Select button.
The message window, Leaving Normal Operating Mode, appears to let you know that you are exiting from clinical functionality and entering a test mode of the monitor/defibrillator.

Press the Menu Select button to acknowledge the message.

For more information on operational checks, reference the maintenance chapter in the Instructions for Use.

Training

HeartStart MRx Monitor/Defibrillator Training: Access Instructions

The Philips Online Learning Center is pleased to offer medical professionals the HeartStart MRx Monitor/Defibrillator Training for free. For interested critical care nurses, the online training is approved bythe American Association of Critical-Care Nurses (AACN) for 3 Continuing Education Recognition Points, Synergy CERP Category A. Please follow the instructions below to access this training:

1. Log on or register with the Philips Online Learning Center at www.theonlinelearningcenter.com. Once registered, you must log in.

2. Using the left navigation menu, select ‘Course Catalog’ and then ‘Course Finder’. Alternatively, select ‘Alphabetical Course List’ and then ‘Course Categories’.

3. Scroll down to the category

HeartStart Product Training.

4. Choose the course

HeartStart MRx Monitor/Defibrillator Training and review the course description.

5. At the bottom of the page under Purchase Options, click the ‘Get it Now’ link to obtain the course.

6. The course is now located in 'My Learning Activities' and you launch it from that location.

* Please note: You will not be able to get the course again if you already have credit for it.

If you have questions or need assistance, please call our Help Desk at 1-800-692-4295 (M-F, 7am to 9 pm, EST) or email us at info@theonlinelearningcenter.com.

Contact Technical Support

Questions about your HeartStart MRx? Let us help!
1-800-722-9377

Phone: 1-800-263-3342 (hours of operation: 7AM to 5PM PST)

Email: AEDSupport@philips.co

Phone: 1-800-263-3342 (hours of operation: 7AM to 5PM PST)

Email: AEDSupport@philips.com