IQCare Troubleshooting Guide

Transcription

1 Last updated: January 17, 2013 Table of Contents General... 3 Q: Is IQCare an internet application? Why does it run on a browser?... 3 Q: What are the machine requirements for IQCare to run with good performance?... 3 Q. Why does my IQCare page expire after several minutes of data input and what can I do to avoid this?... 3 Installation... 4 Q: Internet Explorer cannot display webpage... 4 Q: Problem: Could not load file or assembly Application. Common Login Q: What is the administrator s ID and Password? Q: Why can t I see the list of sites in the select list in the login page? Q: When I login, I get Error converting data type nvarchar to datetime message IQCare Application is not working and showing Error converting data type nvarchar to datetime message Q: When I login, sometimes I get a connection error Q: When I login, sometimes I get an unhandled exception error Q: When invoke IQCare I get a database mismatch error Q: When I login in, I get this database login error for the user sa ; I get Cannot open database requested by login error Q: When I log in I get?? error IQCare Application Errors Q: Sometimes when I try to use an IQCare feature, I get a file access error IQCare Application Configuration Q: I made updates in one or more lists via Customize List. Why can t I see those changes in my form builder forms? Q: When I go enter data for a technical area, it s not available in the Select Technical Area screen Restoring Databases Q: When I try to restore an IQCare database, I get a permission denied error Q: When I restore a database, I get an error saying that the database is in use Form Building Q: When entering a patient home page with a new technical area, I get an index 0 error Page 1 of 31

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3 General Q: Is IQCare an internet application? Why does it run on a browser? A: IQCare is a web based application running on the local intranet of your local server. You don t have to have an internet connection to have your IQCare running but you require either a LAN (Local Area Network) or WAN (Wireless Area Network) connection to facilitate sharing of IQCare for multiple users. Q: What are the machine requirements for IQCare to run with good performance? A: Depending with the overall size of the database and the number of users that are to access a given database at any given time, IQCare runs well on a computer with 2 or more gigabytes of RAM, with a processing speed of over 2.67 GHz and preferably with a 64 bit operating system. Q. Why does my IQCare page expire after several minutes of data input and what can I do to avoid this? A: IQCare is a web application and as such it runs asynchronously. This means that there isn t a constant connection between the database and the application server. IQCare will time out if there is no interaction by the user for more than 20 minutes. If a time out has occurred, a server error displays. Simply log back into the application and continue your work. As of May 2012, the time out period was raised to 2 hours. Q. When should I use the save button and when do I use the Data Quality Check button? A: The Data Quality Check button verifies that required fields (fields that must be filled in in order to save) and Data Quality fields (fields that are used for reporting or have been deemed clinically very important to fill in) have been filled with data. If any field that does not pass the verification test will be enumerated in a User message. It s good practice to click on the Data Quality Check button to verity that all of the key fields have been filled in. Page 3 of 31

4 You know that a form has be Data Quality Check by seeing that the button has turned green when you reopen the form or by seeing the state of the forms in the View Existing forms screen. Forms marked by a green check have passed the data quality check. Installation After IQCare installation, some of the problems that you might encounter that will not enable correct functioning of the application are highlighted in this document. Q: Internet Explorer cannot display webpage Page 4 of 31

5 A: The probable cause IIS did not install successfully. To check if IIS is installed correctly, follow steps highlighted. Click start > Control Panel Page 5 of 31

6 Click Control Panel Click down arrow below View by and select Category. Page 6 of 31

7 Click Uninstall a program Click Turn Windows Features on or off. Page 7 of 31

8 Internet Information Service is ticked. Ensure Internet Information Services option checkbox is marked with a tick and drill down to ensure all the options under it are also marked with a tick. If not, mark all the options and click ok. You will be asked to restart the machine, restart the machine and try to open the application. Page 8 of 31

9 Q: Problem: Could not load file or assembly Application. Common. A: Probable cause: 32 bit applications are not enabled from classic.net app pool from IIS manager. Page 9 of 31

10 Click intemgr Click start menu. Enter intemgr in the start menu search text box. This screen appears when you click intemgr above. Click the arrow besides the computer name under connections on the left to expand. Page 10 of 31

11 Click Application pools. Click Classic.NET AppPool. Page 11 of 31

12 Beside Enable 32-bit Application, select True from the drop down menu. Click okay Stop then start IIS to reflect the changes. When you refresh the login page, IQCare login screen should now display correctly. Page 12 of 31

13 Login Q: What is the administrator s ID and Password? A: The ID is admin and the password is 1 Q: Why can t I see the list of sites in the select list in the login page? A: You have not made any site a preferred site in the Facility Set up page. Unclick the Preferred Location check box to display all of the available sites. Q: When I login, I get Error converting data type nvarchar to datetime message. IQCare Application is not working and showing Error converting data type nvarchar to datetime message. Page 13 of 31

14 A: Probable cause: The regional settings of the system on which IQCare is installed, are not done in desired way (US Formats) Solution: Check IQCare version on the login page. Click on the Start menu of the windows and move into the Settings option. Now again move into the Control Panel to see the Regional and Language Options. Page 14 of 31

15 After clicking the Regional and Language Options, user will find the below screen. Make sure that both the Standards and formats and Location sections of the Regional Options tab have the United States Parameters (See fig below) Move to Advanced tab on Regional and Language Options screen. Make sure that United States parameters are selected in Language for non-unicode programs section. Check on Apply all settings to current user account and to the default user profile option in Default user account settings section. Message box like in fig. will appear. Click Ok button on Page 15 of 31

16 message box and click on Apply button in the main screen. System may ask user to provide the path of I386 which is the windows installation folder. Make sure that you have the copy of it. Q: When I login, sometimes I get a connection error. I see this screen. Page 16 of 31

17 A: IQCare must have the IQCare service running in order for the application to start correctly. Via the IQCare service icon or from the Control Panel>Administrative Tools>Services start the service. To start the IQCare Service click the Start button. Page 17 of 31

18 Alternatively to start the IQCare Service click the Restart link. Q: Even when I stop and restart the IQCare Service, I still get a connection error. A: Sometimes your Event Log gets over filled and must cleared out. To clear the Event Log 1. Right click on My Computer and select Manage; Page 18 of 31

19 - The Computer Management dialog will display Page 19 of 31

20 2. click on the + sign in front of Event Viewer. Note; this might be different in some computers. 3. Right-click on the names one after the other 4. Select Clear All Events 5. Select No to saving and repeat for other names under Event Viewer Page 20 of 31

21 6. After working on all the names under Event Viewer 7. Close the Window Now click on Start Button and select Service.exe; click on Start Service and you will see the Service Status change to Running OR OR Page 21 of 31

22 Q: When I login, sometimes I get an unhandled exception error A: This indicates that the IQCare service is not running or you re trying to start it when it s already started. Resolution 1: Close the browser window; make sure that the IQCare service is running and restart the application. Resolution 2: It may be the case that you must change the permissions on your computer in order for the IQCare Service to run. Got to the IQCare Service exe and update the properties so that your computer runs the service as the administrator. Page 22 of 31

23 Q: When invoke IQCare I get a database mismatch error A: IQCare s code version must match the database version. This situation can happen if you restore an IQCare database that is not the same version of the as the installed application. To verify the installed code version, look at the text found in the lower right corner of the login screen. To verify the installed database version, open SQL Management Studio, find the AppAdmin table and check that the version of the database and the date. Page 23 of 31

24 Q: When I login in, I get this database login error for the user sa ; I get Cannot open database requested by login error A: In order for IQCare to communicate with the SQL database, it needs a connection. The connection string to the database is not correct and therefore IQCare does not have access to save data into the database. The connection string must be updated. To update the connection string go to IQCare Management> Service Administration Or in your file system C:\IQCareService\IQCareService\Admin to open service administration window. Page 24 of 31

25 1. Stop IQCare Service 2. Click on Change Connection String 3. On the pop up window that appears input the following credentials 4. Server:./sqlexpress User Name: sa Password :c0nstella 5. Save and start service. Page 25 of 31

26 Q: When I log in I get?? error A: If you have Skype installed, check that Port 80 (reserved for IIS) is not being used for Skype. Start Skype and in the main window, click Tools and Options. Uncheck the Use port 80 and 443 as alternatives for incoming connections. Page 26 of 31

27 IQCare Application Errors Q: Sometimes when I try to use an IQCare feature, I get a file access error. A: IQCare reads and writes files on your hard drive. In order to do that you may need to update permissions on certain file directories. Open the security tab in the folder s properties and make sure that Everyone has Full Control. IQCare Application Configuration Q: I made updates in one or more lists via Customize List. Why can t I see those changes in my form builder forms? A: IQCare store information something called a session cache. When you add, remove or re-order select list entries, this session information must be refreshed. To refresh the cache, go to the Administrative level navigation and click on Refresh System Cache. Page 27 of 31

28 Q: When I go enter data for a technical area, it s not available in the Select Technical Area screen. A: For a technical area to be available, it must be turned on in both IQCare Management Manage Technical Area and in the IQCare Facility Set up. IQCare Management publish the Technical Area IQCare Facility Set up check or turn on the technical area Page 28 of 31

29 Restoring Databases Q: When I try to restore an IQCare database, I get a permission denied error. Page 29 of 31

30 A: Your SQL Surface Area Configuration is not set up correctly. Open SQL Surface Area Configuration and add a new administrator. Q: When I restore a database, I get an error saying that the database is in use. A: The IQCare Service is holding the IQCare database such that you cannot access it to restore it. Using the IQCare Service control or via the IQCare Service in the Control Panel, Stop the service and proceed with the database restore. Once the restore is completed, Start the IQCare service once again. Page 30 of 31

31 Form Building Q: When entering a patient home page with a new technical area, I get an index 0 error. A: The system cache needs to be refreshed. You may also need to close the application and login once again. Page 31 of 31