IT Clinical Systems- Core MTA Log Files

Transcription

1 BANNER HEALTH IT Clinical Systems- Core MTA Log Files How to activate and collect Created by Rverdugo modified by CSavage 3/9/2010. Modified by Robert Holland 27 Sept To better facilitate troubleshooting, clients may be requested to collect Millennium Troubleshooting Assistant (MTA) Log Files. These Log Files are stored on the Citrix blades. Customers may request assistance in collecting these files. This document will review the process and have instructions for our clients as well.

2 Contents Do you have the Citrix Quick Launch Tool Installed... 3 This tool is located on the Patient Care Sharepoint and is located in the Troubleshooting Links section. It will allow you to log directly onto a Citrix server/blade. After downloading this file unzip (extract) it to your PC. There should be one file named CitrixQuickLaunch.exe Determine the blade you will log onto... 3 Right-click on the Citrix icon in the lower right corner of your screen and select Connection Center. A window titled Citrix Connection Center will pop up and display the active server(s) you are connected to. If you are collecting an MTA for an end user, then have them do this step and tell you what server they are connected to Activate Logging on a Citrix Blade... 3 Log on the Citrix Blade you will be recreating the issue on Configure Registry... 3 Client (End-User) Steps:... 5 MTA File Size... 7 Sometimes the MTA file size that is collected will be too large to to Cerner and it will be too large to upload through the Cerner support portal. If this is the case you can send the file to Cerner through their Secure FTP site located at:... 7 Log into this site using your old Cerner username and current password Once you are logged in you may be prompted to install an active X or JAVA component that will allow you to upload your MTA file to Cerner Uploading an MTA File... 8 Select Distribution / incoming from the dropdown menu and click on the link that says, CLICK HERE to Launch the Upload Wizard... 8 The MoveIt Upload Wizard will start. Click the Add File button to browse for and add your MTA file(s) then click Next Type something meaningful in the notes and click Next... 9 When you are finished click OK and you will see an Upload Wizard Transfer Report... 9 Summary... 10

3 Do you have the Citrix Quick Launch Tool Installed This tool is located on the Patient Care Sharepoint and is located in the Troubleshooting Links section. It will allow you to log directly onto a Citrix server/blade. After downloading this file unzip (extract) it to your PC. There should be one file named CitrixQuickLaunch.exe. Determine the blade you will log onto Right-click on the Citrix icon in the lower right corner of your screen and select Connection Center. A window titled Citrix Connection Center will pop up and display the active server(s) you are connected to. If you are collecting an MTA for an end user, then have them do this step and tell you what server they are connected to. Activate Logging on a Citrix Blade Log on the Citrix Blade you will be recreating the issue on. Connect to the Citrix Blade, double-click the CitrixQuickLaunch.exe file that you downloaded from the Patient Care Sharepoint. Type the name of the Citrix server in the Server box and click Connect (ex. from the screenshot above the server name would be PHX03050). Enter your BHS\username and password when prompted (After the login failure message). Configure Registry Launch ConfigureRegistry by clicking on the Start Run and when the dialogue box appears enter configureregistry. After Clicking OK, the following box will appear:

4 As illustrated, click on the Logging tab. Change the logging severity to debug. Click OK. The end-user is now ready to execute MTA.exe and perform the steps outlined in the next section.

5 Client (End-User) Steps: MTA icon 1. Launch Cerner Millennium Troubleshooter Application (MTA.exe) located in \Program Files\Cerner. 2. Don t worry about the from & cc , service request#, and Message to include fields. Banner will not allow ing directly to Cerner this way. You will need to transfer the log files off the blade or get Core to do it for you and from Outlook. 3. "Select an application to troubleshoot" field ->Click on the browse button and select an application from the list and select Open. 4. Select Logging Level -> Click Other and click on the Browse button. See Picture below

6 5. Set the desired logging level. (High or Medium depending on the issue.) a. High or Medium can be selected after clicking Browse (ie: cerner_high.rpr) b. If unsure, ask Cerner rep requesting the log files, which level c. If Cerner rep is not available pick cerner_high.rpr 6. Check the Gather Request/Reply box. 7. Select Execute. This will launch the application you are troubleshooting. 8. Login to the Cerner Millennium application. 9. Perform desired function/re-create error 10. Exit out of the application. 11. Select Gather Log Files. (Do NOT click Upload Log Files this will DELETE your hard work off the blade and it is NOT recoverable) 12. Close MTA.exe.

7 13. A File will be created on the Citrix Blade a. <username>_<domain>_<date>_<time>.zip will be the name of the file b. You can retrieve the file yourself. i. Check Connection Center to see which blade you are on ii. Go to your run bar and type \\[citrix blade]\cernertemp\[lanid] (i.e. \\phx03050\cernertemp\csavage) iii. The zip file will be in that folder. 14. The zip file should contain the necessary files for troubleshooting the application. 15. If you have any difficulties running this application, or need to have MTA installed, please contact a CORE representative. MTA File Size Sometimes the MTA file size that is collected will be too large to to Cerner and it will be too large to upload through the Cerner support portal. If this is the case you can send the file to Cerner through their Secure FTP site located at: Log into this site using your old Cerner username and current password. Once you are logged in you may be prompted to install an active X or JAVA component that will allow you to upload your MTA file to Cerner.

8 Uploading an MTA File Select Distribution / incoming from the dropdown menu and click on the link that says, CLICK HERE to Launch the Upload Wizard The MoveIt Upload Wizard will start. Click the Add File button to browse for and add your MTA file(s) then click Next.

9 Type something meaningful in the notes and click Next When you are finished click OK and you will see an Upload Wizard Transfer Report

10 Summary Although the detailed steps look detailed, it basically comes down to: 1. Activate Configureregistry Logging on Citrix Blade 2. Allow End-User to replicate issue with MTA activated 3. Collect Files