Troubleshooting NextGen Applications for IT Staff

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Confidential—Proprietary Information—For use by authorized NextGen clients and employees only. Not for public distribution. Copyright 2013

Troubleshooting NextGen Applications for IT Staff

200

Greg Sherlock Jude Turczynski

Will Mayhew Omar Boodhansingh

Dinesh Patel


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.


Session Guidelines

• Silence all cell phones

• Questions will be addressed at the end

of the presentation

• Refrain from personal discussion

Quiet Please


Agenda • BBP

• Fax Services

• Document Management (ICS)

• SQL Jobs

• Error Logs

• Advanced Audit

• General Client Support Information

• Open Forum

• References


BBP • Essential information

- Job Type

- History Tab

- Schedules Daily/Weekly/Monthly and Time

- AllSql Logs

- Debug Logs


BBP Job Type/Schedule/History


BBP Logs

• Capturing Retrieving


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


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


Faxing Services

• Common Errors and Fixes

- BadFHNG

- FEC before error

- Failed to create fax dialog object

- Submitting document bad import file

- …pdf already exists

?


Fax Services Log

- C:\NextGen\FaxService\FaxLog


Document Management (ICS)

• Essential information

- Storage Locations

- Scanning Requirements

- Batch vs. Scan and File

- Remote-Scan® (3rd Party) vs. Remote Scanning



•Storage Locations

Enterprise location Practice location

**NTFS and Share permissions need to be Modify**



• Scanning Requirements

- TWAIN Drivers

- Resolution Settings: 150-200 dpi

- Color Settings: Black & White

- File Formats: .jpeg, .tiff, .pdf (Adobe), .bmp, .png



• 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 **



•Image Properties

- Display location

- Size of image

- Batch name

- Page history


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.


SQL Jobs

Daily and Weekly Maintenance Jobs


Error Logs •Event Viewer

- Errors

- Information

- Alerts


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.


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


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….


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


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.

https://magic.nextgen.com/helpdesk


Any Questions?

Troubleshooting NextGen Applications for IT Staff

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