Presenter(s):

Greg Sherlock Will Mayhew Dinesh Patel Jude Turczynski Omar Boodhansingh

Topic
Troubleshooting NextGen Applications for IT Staff

Level
200

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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 QMIDs 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
Whats 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 CSAs 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?

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