Troubleshooting NextGen Applications for IT Staff
Transcript of Troubleshooting NextGen Applications for IT Staff
Topic
Level
Presenter(s):
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Troubleshooting NextGen Applications for IT Staff
200
Greg Sherlock Jude Turczynski
Will Mayhew Omar Boodhansingh
Dinesh Patel
Confidential—Proprietary Information—For use by authorized NextGen clients and employees only. Not for public distribution. Copyright 2013
Things our lawyers make us say...
Neither NextGen Healthcare nor any presenter at the Users
Group Meeting is engaged in rendering legal or other
professional advice and this presentation is not a substitute
for the advice of your attorney, accountant and/or other
professional advisor.
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Session Guidelines
• Silence all cell phones
• Questions will be addressed at the end
of the presentation
• Refrain from personal discussion
Quiet Please
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Agenda • BBP
• Fax Services
• Document Management (ICS)
• SQL Jobs
• Error Logs
• Advanced Audit
• General Client Support Information
• Open Forum
• References
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BBP • Essential information
- Job Type
- History Tab
- Schedules Daily/Weekly/Monthly and Time
- AllSql Logs
- Debug Logs
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BBP Job Type/Schedule/History
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BBP Logs
• Capturing Retrieving
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Fax Services
• Things to Remember
- FSM (FaxMan install) does NOT support digital lines, VOIP and
PBX
- FSM 3rd party integration - RightFax, MyFax and GFI
- FSM Windows service account needs Read/Write/Modify rights
- Any changes in FSM requires a restart for the service
- EMR dialing rules apply first then FSM rules
- It is not recommended to reinstall FSM without NextGen
support assistance
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Fax Services
• General Troubleshooting Steps
- Verify that the Modem, Phone Cord, PC and etc. is connected and
turned on
- Test connection with Hyper-Terminal or advanced client connection
with cellphone or phone line
- Make sure FSM is setup correctly with a working folder, test ODBC
connections and make sure proper permissions are setup on
faxqueue directory
- Verify dialing rules are configured correctly – e.g. an 8 or a 9 and
the area code is required to dial out
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Faxing Services
• Common Errors and Fixes
- BadFHNG
- FEC before error
- Failed to create fax dialog object
- Submitting document bad import file
- …pdf already exists
?
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Fax Services Log
- C:\NextGen\FaxService\FaxLog
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Document Management (ICS)
• Essential information
- Storage Locations
- Scanning Requirements
- Batch vs. Scan and File
- Remote-Scan® (3rd Party) vs. Remote Scanning
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Document Management (ICS)
•Storage Locations
Enterprise location Practice location
**NTFS and Share permissions need to be Modify**
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Document Management (ICS)
• Scanning Requirements
- TWAIN Drivers
- Resolution Settings: 150-200 dpi
- Color Settings: Black & White
- File Formats: .jpeg, .tiff, .pdf (Adobe), .bmp, .png
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Document Management (ICS)
• Batch Scan vs. Scan and File
- Batch scanning: more than one
document type and more than
one patient
- Scan and File: one patient and
one document type
** New Doc button is grayed out
in Scan and File **
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Document Management (ICS)
•Image Properties
- Display location
- Size of image
- Batch name
- Page history
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Remote Scanning vs. Remote-Scan
Remote Scanning
- Designed for Wide Area Network (WAN)
- Transfers images from a local repository to a centralized network share
- 5.8 - Remote Scanning can run as a service in NextGen Service Manager.
Remote-Scan®
- Is a 3rd party software product that allows a local device, e.g. a scanner, to be
recognized by a remote server and used in a THIN session.
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SQL Jobs
Daily and Weekly Maintenance Jobs
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Error Logs •Event Viewer
- Errors
- Information
- Alerts
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Advanced Audit
Two Services:
AuditMessaging
AuditReportingHost
Log Locations:
AuditMessaging - C:\NextGen\Services\NG6884.NG58.AuditMessaging\Logs
AuditReportingHost - C:\NextGen\Services\NG6884.NG58.AuditReporting\Logs
Logging Levels:
Default - Logging should always be set to Default unless you are troubleshooting a
specific issue.
Debug – Use Debug only when troubleshooting a specific issue and change back to
Default when finished.
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Advanced Audit
Pending Messages Warning:
Duplicate QMID’s
What to do
Stop the MSMQ Service
Delete the QMId value completely
Add a SysPrep DWORD
(Under HKLM\Software\Microsoft\MSMQ\Parameters) and set it to 1
Start the MSMQ Service
Message Queuing Service Freezes Windows Server 2008 SP2 and 2008 R2
What to do
Apply Microsoft Hotfix KB2829589 to update the Mqmm.dll on the server that is hosting
Advanced Audit
http://support.microsoft.com/kb/2829589
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Advanced Audit
What’s new in 5.8?
• Meets MU2 Certification Criteria
• Required now for 5.8
• Tamper detection
• Export to Excel
• Message encryption over transport
• Automatically enabled after install
• Many new events captured:
– Interaction display level preference changes
– Pediatric / Geriatric precautions display level changes
– Interoperability actions
– All Sig Events have a corresponding audit event
– Optik events
– And more….
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Contact NextGen Support
• Support Hours
- 8:30 AM – 5:30 PM in your time zone.
• After Hours Support
- Begins after 5:31 PM in your local time zone.
- Weekends
- CSA’s On Call
- Billable
• Support Number
– 215 – 657 – 4373
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References
The following documents can be found at: https://magic.nextgen.com/helpdesk
Client Support Center Orientation
– Go to the “Support” tab; then select “Client Support Center Orientation”;
then open the file or download the power point.
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Any Questions?