PROMIS Support FAQ. Topics:

Transcription

1 PROMIS Support FAQ This document is for all PROMIS users who may run into computer issues related to PROMIS on your computer. It is a quick reference to answer basic questions you may have about your desktop computer. Topics: How do I turn off pop-up blocker on my computer?... 2 My printer won t print and I ve turned off the pop-up blocker How do I take a screenshot and it?... 5 PROMIS seems to be frozen... 6 My reports are going to the wrong printer. How do I send them to the right one?... 7 How do I create a shortcut on my desktop to the PROMIS portal page?... 9 My text in PROMIS is too small. How do I make it bigger? How can I adjust Internet Explorer View settings? V e r sion 1.0 Dated: 2 9 / 0 9/2015 2:43:00 PM 1 12

2 How do I turn off pop-up blocker on my computer? Sometimes, the pop-up blocker prevents attachments from opening on your computer. For example, PROMIS reports may need to be opened first as an attachment before they can be sent to a printer. The two most common browsers used at the BC Renal Agency are Google Chrome and Internet Explorer 9. Below are steps to turn off the pop-up blocker on each of these browsers: Google Chrome To turn off your pop-up blocker in Google Chrome: 1. In the top-right corner of your Chrome browser ( Ver 45 as indicated in the screenshot), click the drop-down menu and choose Settings. The Settings page appears. 2. Scroll to the bottom of the page and click Show advanced settings. 3. Under Privacy, click the Content Settings button. A new window appears. 4. In the Pop-ups section, click Allow all sites to show pop-ups. 5. Click Finished and close the Settings page. The next time you open an attachment in PROMIS using Chrome, the pop-up blocker will not prevent it from opening. Internet Explorer 9To turn off your pop-up blocker in Internet Explorer: 1. In Internet Explorer, on the Menu bar, click Tools and choose Internet Options. The Internet Options dialog box appears. 2. Click the Privacy tab. V e r sion 1.0 Dated: 2 9 / 0 9/2015 2:43:00 PM 2 12

3 3. In the Pop-up Blocker section, uncheck Turn on pop-up blocker. 4. Click OK. The next time you open an attachment in PROMIS using Internet Explorer, the pop-up blocker will not prevent it from opening. V e r sion 1.0 Dated: 2 9 / 0 9/2015 2:43:00 PM 3 12

4 My printer won t print and I ve turned off the pop-up blocker. What are some other options? Assuming your printer drivers are up to date, there could be several reasons the printer is not printing: There is not enough paper in the paper tray. The toner in the printer too low. Your Printer is turned off can because Windows set your printer to work offline and stall other printing requests. Sometimes, all your printer needs it a simple reset. To reset your printer, try this: 1. Turn the printer off and then on again. Note: If you re working in a networked environment, where printers are shared, use discretion when turning off the printer. It affects other users. 2. Click Start and choose Devices and Printers. 3. Right-click the printer you want and click Set as default printer. 4. To check the problem is fixed, run a report in PROMIS. If you continue having printer problems, contact local Support. V e r sion 1.0 Dated: 2 9 / 0 9/2015 2:43:00 PM 4 12

5 How do I take a screenshot and it? Screenshots are very helpful when you want to show someone what you see on your screen. They can be helpful in determining the issue you may be running into when talking to support. To take a screenshot in Windows: 1. With the issue on the screen, tap the Print Screen (Prt Scr) key on your keyboard. A copy of your screen is saved into the computer s short-term memory (paste buffer). Before you copy anything else, ensure you save the image somewhere. 2. Choose from the following ways of saving the screenshot: Open Microsoft Paint and press CTRL+V. The screenshot is pasted into MS Paint. You can now use the Save As option to save the image on your desktop. When saved, you can attach the image to an message describing your problem. Open your and in the body of your , press CTRL+V. The screenshot appears in your . You can now address the and describe the problem pictured in your screenshot. V e r sion 1.0 Dated: 2 9 / 0 9/2015 2:43:00 PM 5 12

6 PROMIS seems to be frozen PROMIS seems to be frozen, I cannot close it. Is there anything I can do to shut this program down instead of having to turn off my Computer? Occasionally, there may be a bug or an update that that may cause some programs to halt/freeze. If you have had this happen and you have other programs with work you don t want to lose, you can end the program that s frozen. The keystrokes are slightly different depending on whether you re on a PC running Windows or a Mac. To end a program in Windows: 1. To open the Task Manager, press Ctrl + Shift + Esc. You can also open up the Task Manager by right-clicking the Windows Pane at the bottom of your screen then choosing Task Manager. 2. In the Applications tab, click the frozen program A Not Responding alert appears. 3. At the bottom of the screenm click End Task. 4. Accept the prompt asking you to confirm ending the program. To end an application in MAC OS X: 1. Click the Apple icon (on the top-left corner of your screen), and choose Force Quit. A dialog box appears showing all applications that are running. 2. Click to select the application you want to end and choose Force Quit. 3. Accept the prompt asking you to confirm ending the application. Alternatively, you can use the keyboard shortcut Cmd+Opt+Esc to force and application to close. V e r sion 1.0 Dated: 2 9 / 0 9/2015 2:43:00 PM 6 12

7 My reports are going to the wrong printer. How do I send them to the right one? Reports are usually created in Adobe Reader as a PDF (portable document format) file. To control which printer you re sending your print jobs, you need to open Adobe Reader and adjust the PDF printer settings. Settings are the same whether you re running Windows XP or 7. You may need to verify that you have Adobe Reader (or similar PDF program) installed on your computer. If you are not sure please contact your local IT. To change your printer settings: 1. Run your report in PROMIS. When you run reports in PROMIS, the opens Adobe Reader automatically. 2. From the File menu and choose Print. The Print dialogue box appears. 3. In the Printer drop-down menu, choose the printer you want the report to go to. V e r sion 1.0 Dated: 2 9 / 0 9/2015 2:43:00 PM 7 12

8 4. At the bottom of this screen choose, click Auto portrait/landscape. Note: If your Adobe version is different please contact our Support team. V e r sion 1.0 Dated: 2 9 / 0 9/2015 2:43:00 PM 8 12

9 How do I create a shortcut on my desktop to the PROMIS portal page? While you can also add a bookmark in the Internet browser you re using to access PROMIS, some people like to put a shortcut on the desktop of their computer instead. The following steps work the same whether you re running Windows 7 or XP. Creating a PROMIS shortcut on your desktop accesses the portal page. Once there, you still need to log into the PROMIS portal page using the default login credentials. To create a desktop shortcut: 1. Right-click on the desktop of your computer, choose New and Shortcut. A Create Shortcut dialogue window appears. V e r sion 1.0 Dated: 2 9 / 0 9/2015 2:43:00 PM 9 12

10 2. In the shortcut box, type in the following text: 3. Click Next. 4. Name the shortcut PROMIS Portal (to make it easier for you to track your shortcuts on the Desktop). 5. Click Finish. You ve created a shortcut for PROMIS. If you want to check it, just double click it. V e r sion 1.0 Dated: 2 9 / 0 9/2015 2:43:00 PM 10 12

11 My text in PROMIS is too small. How do I make it bigger? You can make your text bigger by changing the screen resolution on your computer. This affects how big everything appears on your computer. Screen resolution limits are set based on the monitor specifications and vary better different version of Windows you re running. The following instructions describe how to change screen resolution on the two most common versions of Windows 7 and XP. If you re not sure which version of Windows, these preliminary instructions will help you determine that too: If you see an icon like this, on the bottom-left corner of the screen, click it and then click right-click Computer and choose Properties. Result: You re running Windows 7. If you see a Start menu on the bottom-left corner of the screen, click it and then right-click My Computer and choose Properties. Result: You re running Windows XP. Now that you know which version of Windows you re running, you can change the computer screen resolution. Windows 7 To change resolution in Windows 7: 1. Right-click the Desktop of your computer and choose Screen Resolution. 2. Under the Resolution drop-down menu, choose a lower setting. You can test different settings by clicking Apply instead of Save and even abort any changes by clicking Cancel. 3. When you find the settings you like, click Save. If you lower the resolution of the monitor the font size within the PROMIS program appears larger, but this also lowers the clarity of the screen. After using PROMIS if you want to revert back to the original resolution, you can follow the same steps to return your computer to its original settings. Windows XP To change resolution in Windows XP: 1. Right-click the desktop, and choose Properties. 2. In the Display Properties dialogue box, click the Settings tab. 3. Move the Screen Resolution slider to the left the decrease the resolution of the monitor. V e r sion 1.0 Dated: 2 9 / 0 9/2015 2:43:00 PM 11 12

12 How can I adjust Internet Explorer View settings? To access PROMIS Patient View when using Internet Explorer 7 or newer Versions of Internet Explorer, Compatibility View settings need to be turned off/unchecked. Note Internet Explorer 11 is not yet supported. Internet Explorer Version(s) 7 through 10: 1. At the top of your IE browser, click the Tools drop-down menu and click Compatibility View Settings. The Compatibility View Settings dialog box opens. 2. Uncheck Display all Websites. 3. Click Close. V e r sion 1.0 Dated: 2 9 / 0 9/2015 2:43:00 PM 12 12