Application Troubleshooting

CHART VIEWER

• ChartViewer Freezes upon Re-connect via RDP
• Chart viewer unassigned items

INTERNET EXPLORER

• Why does IE not open a new window?
• How can I have multiple IE sessions open on one computer?

PERSONALIZATION

• User favorites adding automatically?

PHYSICIAN HOMEBASE

• HomeBase Timeouts while user is active in TouchWorks

PREFERENCES

• Flowsheets are not viewable? Make sure that the user has the General Preference Default Specialty ID has the users specialty defaulted.
• Missing Supervising providers Name on scripts. Make sure that the General Preference Default Supervising Provider ID has a supervising providers name in it (at the user level) AND the Rx Supervision Required box must be checked under the Provider Detail II section of TWUSer Admin.

NOTES AND FORMS

• Max Results for Medcin Findings Search in Note
• No note icon attached to the patient on the shedule, but the note is created. Make sure that the note is attached to the appointment encounter. If attached to the wrong encounter, edit the note and hit the binocular icon in the upper right hand corner of the note to change to a different encounter.
• Form did not change? Nothing happens when attempting to switch between the brief and comprehensive version of a form. Check Note Admin to make sure that the two are linked. Also note if the two forms only have subtle differences that might not be obvious.

PASSWORDS/PRESCRIBING

• Q: What are all the settings that impact if a user is prompted to enter a password when prescribing meds?

PATIENT BANNER

• Patient banner

PRINTING

• Auto-print items missing
• Print Preview Settings

RX

• TouchWorks Error when Prescribing Meds - 'documentElement' is null or not an object
• Logging of DUR Warnings
• Unable to "edit" some meds? This option is only available if the med is "recorded".

REBOOTING

• TouchWorks Reboot Process

RESULTS

• Unable to save or commit an item that is being manually resulted (e.g. urine dip). Try a different series of clicks (workflow).
• Missing Lab Results?Lab results received on paper, but are not in EMR. Ensure that an order and/or the correct order is in the system for the result to attach to.

TASKS

• Missing Task? Task was sent to directly to a user who did not get it. Make sure the task type is not delegated and if so, train how to "undelegate" tasks before sending them.
• Unable to Renew or Renew with Changes from the task? Send Med Renewal tasks instead.

WARNINGS

• This record has been updated by another user. Please cancel your changes and reapply them