We are noticing events where an Operator using SPM, is able to start a module, but the module doesn't appear on any monitor.  You can see, on the Taskbar, that it is open, but you can't get it to display.  Closing down SPM and restarting does not fix the problem.  In particular, it is isolated to staff who:

• • have a laptop

• • take the laptop to different locations

• • project or connect to external monitors

• • the external monitors at the different locations, are arranged in different positions, compared to the laptop.

The following is what is causing the problem.

To be helpful to the Operator, SPM saves the module display position on exit, so that the next time they start the program and open the modules, they will load and display on the same monitors and at the size, they prefer.  This information is saved as X,Y co-ordinates in a workstation ini file.  The ini file name will start with spm_ then will include the workstation name e.g. spm_seslt43.ini (we remove the hyphens).  These files are in the shared data directory that SPM uses.

At location A, the user has an external monitor that is positioned to the left of the laptop.  The user drags a SPM module onto the left-hand monitor.  Then exits SPM.  The X,Y co-ordinates of the module are saved in the spm_workstation.ini file.  You can see in the example below that the X position is -1248 as it is in monitor 2. 

At location B, the user connects to a different monitor arrangement, where the monitors are all on the right-hand side (or there are multiple monitors). SPM tries to be helpful and because the user has the same workstation name, it loads the module using its previous X position.  However, the -1248 location is to the left, but there is no monitor at that location, so even though the SPM module is active, it cannot be displayed.  You also can 't get to the module to drag it to another monitor.

The short-term fix I have implemented is to:

• • exit SPM

• • rename or delete the user's spm_workstation.ini file in the shared data directory 

• • start SPM

The spm_workstation.ini file will recreate itself from scratch and won't have any saved module positions.

You can also try the following work-around:

Having the correct drivers installed for your printers, is a very important part of the configuration to ensure that the speed of the application and print job completion, is optimal.

There are several key points:

1. Install the printer driver locally (on the computer you are using).  Don't use a 'shared' printer driver.  
2. If staff login at different computers, ensure the Name of the printer driver is exactly the same on each workstation e.g. 'Dymo Labelwriter 550'
3. If you are connecting to a Remote Desktop session or Incisive inCLOUD, only use label printers that have an ethernet (network) port (e.g. Brother QL-700 NWB), or if there is only a USB cable for the printer (e.g. Dymo Labelwriter), have a separate label printer for each workstation.
4. Use a cable to connect to the printer, not Wifi
5. Choose the correct paper size in the Printer Preferences.  Especially for label printers.
6. In Windows > Printers & Scanners, disable the option to 'Allow Windows to manage my default printer'.
7. In the Incisive application, make sure you have the correct printers selected in Setup > Workstation > Configuration.

After installing your printer driver(s) please ensure that you can do a test print from Windows to the device.

To do a test print from Windows

From (Windows) Settings > Printers & Scanners, select the printer.

To do a test print from an Apple Mac

Use a browser and put in the URL of   localhost:631/printers   which should load the CUPS interface

Select the printer then go to Maintenance > Print Test page.

If a test page fails to print, please contact your hardware technician.

If a test page has printed, then proceed with configuring the printer in the Incisive application.

Medicare Australia have provided an online dashboard displaying the status of the Medicare, DVA and Eclipse claiming system. 

https://www2.medicareaustralia.gov.au/pext/ECLIPSEMonitor/external/eclipse_status.jsp#up

 If your claims are not being processed it would be worthwhile to use the dashboard as an initial check.

Incisive recommend that if you are hosted in the inCLOUD.clinic system or you have your own Terminal Server (Remote Desktop) environment, you should be using TSPrint or TSScan to get an optimal experience.

You will need to install the TSPrint Client and TSScan Client applications on the local workstation/laptops so that they perform correctly.

The installation process is very simple and no additional licensing is required.

Instructions to install and configure TSPrint for SPM & PHM applications

The TSPrint guide from Terminal Works is available:

Windows -  https://www.terminalworks.com/remote-desktop-printing/downloads/documentation/TSPrintGuide.pdf

Mac - https://www.cloudwalks.com/uploads/2/6/6/5/26654030/printing_guide_for_mac.pdf (this is a bit old)

Configure TSScan for Windows

The TSScan install file is downloaded from https://www.terminalworks.com/downloads/tsscan/TSScan_client.exe 

After installing, go to TerminalWorks > TSScan Client Settings in the Windows Start menu and select your default scanner

Configure TSPrint for a Mac

The TSPrint install file is downloaded from this site:

https://www.terminalworks.com/downloads/tsprint/macosx/TSPrintClient.zip 

After installing the app, check the inCLOUD → Mac printer mappings are correct.  If not, delete then choose the correct printer when printing the next time.

Delete any that are incorrect or obsolete

Print from SPM and choose the correct printer when the prompt appears.

Configure TSScan for Mac

Scanning from an Apple Mac Book

Configuring SMS to send txt message appointment reminders

SPM & PHM can send appointment reminders to patients and also other ad-hoc messages.

The Windows Task Scheduler needs to be configured to run the SMS Sender application to automatically send out SMS (text) messages. These are messages that have been queued, i.e. appointment reminders.  Ad hoc messages are sent immediately.

Prerequisites:
The task must be created on a computer that runs the Incisive application as it relies on the ODBC entries to connect to the database. Ideally this would run on the server, or a workstation that will not be turned off.

The scheduled task must be created with a Windows User Account where the password will not expire. 

Check that you can run the task from the command line before commencing to set up the scheduled task: 
        C:\spmwin\SMSSender.exe 

Weekday SMS Sender

Create a new task.

General

Security options

• • Run whether the user is logged on or not.
  • Run with the highest privileges.

Triggers

Overview

Most computers are now configured to automatically install Windows updates and this update process can cause the Specialist Practice Manager or the Private Hospital Manager to   not start up correctly.  

Symptoms

After you have tried to start the application you may receive error messages saying 'Automation Error' or 'Object Not Found' or similar.

Solution

1. Restart your computer.
2. Log onto your computer using a login that has Administrator rights (you may need to ask your technician or even get them to do the following process)
3. If you have an Incisive folder on your Desktop, open it and look for a shortcut called something like 'Register Program Files'.  If there is one right-mouse-click on the shortcut and choose 'Run As Administrator'.
   This will cause a black window to appear and it will register all the programs in the Incisive program directory.
   You can start SPM or PHM up again once it has completed.
4. If you do not have an option to register the program files you will need to do the following
   1. Click on the Start button
   2. Type in the word RUN and then select the Run app from the search results
   3. In the Run option type in the following:
      C:\spmwin\registerspm.bat      then press the Enter key
   4. A black window will appear and the files will register automatically.
      You can start SPM or PHM after it has finished.

If these options do not correct the problem please contact the Incisive Helpdesk or your technician.

If clients are unable to access tabs in Office Mode (plus also Setup - Appointments - Sessions or Setup - Personnel - Operators) this is because a control that is used in these areas of the program is not correctly registered.

The tabs work correctly from Newlogin.

The control is 'Spmd_interopcontrols'.

1. Try deleting the manifest files (*.manifest).

If this fails to resolve the problem, the files need to be re-registered.


Start - Run

c:\spmwin\Regasm32 spmd_interopcontrols.dll /s /u /codebase

c:\spmwin\Regasm32 spmd_interopcontrols.dll /s /codebase

If the Print Preview screen is saved off the screen (or on a second monitor that is no longer available) it may be necessary to edit the workstation ini file and delete the entry:

workstation .ini file, under [<workstationname>], the TxPreviewForm_* values

If you are wanting to check your internet speed we have found the following website to be very useful.

    https://nperf.com

A Windows update is required to correct this.  Please refer to the Windows Support article:

https://support.microsoft.com/en-nz/help/4284848/windows-10-update-kb4284848

“Addresses issues with the Remote Desktop client in which pop-up windows and drop-down menus don't appear and right-clicking doesn't work properly. These issues occur when using remote applications. “

 This update is mentioned in the discussion linked below (in later messages).

If scanned documents and External Documents are displaying a message regarding ImageMan being a trial version, carry out the following steps:

1. Find and delete all copies of im8pdf.dil on the PC with the problem.  These will be in C:\Program Files\ImageMan DLL folders and possibly c:\spmwin.

2. Run the add-on installer imxPDFImport880 (2).exe  found in \\isw-nas\source\DeveloperUpdates\Imageman PDF

3. The file im8pdf.dil may also need to be copied to the program directory (normally c:\Spmwin).

If the Address File - Correspondence screen minimises on starting up, this has been caused by the screen having been minimised and then exited.  Maximising the screen and then exiting does not resolve the problem.

The start up settings are stored in the Workstation 'ini' file (in the shared data directory).

Edit the 'ini' file and in the [StartupPositions] segment, remove the entries for 'Setup_Address' entries.

They will recreate themselves when you open up the Correspondence tab.

When accessing any tab from Setup - Correspondence (Classic loo), the whole application locks up.  The exit button is dimmed, and while a screen appears to flicker briefly in the background, nothing loads.  Task Manager is required to kill the processes.

Similar to the problem with Address file minimising and same solution.  Edit the Workstation ini file (shared data directory) and remove the following from the startup positions:

        X = .Number("Setup_Address_X")

        Y = .Number("Setup_Address_Y")

        w = .Number("Setup_Address_W")

        h = .Number("Setup_Address_H")

In System Preferences there is a setting that you to R) click using the mouse.

Two fingers on the keyboard mouse pad is also the equivalent of a right mouse click.

A Google search of 'aborting handshake because of fatal alert' comes up with the following:

"The signer of the certificate can not be validated on your system. Either the server has a self signed certificate or your system doesn't have the latest server authorities available to it."

The problem seems to be caused by the latest version of the AVG anti-virus software, with scanning of outbound SMTP email somehow causing this fault.

If SMTP scanning is disabled, then email can be sent from the Incisive application without incident.

If you are unable to establish a connection to the SQL database there are a number of steps you can try to trouble-shoot the problem.

SQL Server engine configuration

• Is the SQL Server engine running.
  Use 'SQL Server Configuration Manager' to check the SQL Server engine is started.  This will sometimes stop and not restart automatically after a Windows update.  Right click for the Start option.
  
• Is the correct account being used for the service.  If you haven't configured permissions for the account used when the SQL Server was installed, in Properties, try using the Built-in account of 'Network Service'.
  
  
  

Firewall

The main cause of connection failure is that the firewall on the SQL Server is blocking access .  

• Turn the firewall off on the SQL server (temporarily).  If you now can connect, turn the firewall back on and start working through the access options
• Make sure there is an entry in the firewall to allow incoming access via the port and protocol you are specifying (usually TCP 1433)
• If you are using SQL Browser, make sure you open port 1434 using the UDP protocol
• Check the remote workstations have their out-going ports open to allow the connection.

Use Telnet or a port query tool to determine the port availability

Connection Protocols

Run 'SQL Server Connection Manager' - SqlServerManager15.msc (for SQL 2019) or from the Start menu

• open SQL Server Network Configuration > Protocols for MSSQLSERVER and make sure the TCP/IP protocol is Enabled.
  
• Right-click to edit the Properties of the TCP/IP option.  'Go to the IP Addresses' tab. Scroll to the bottom of the list to get to the 'IP All' branch.
  • If you are using the SQL Browser, set the 'TCP Dynamic Ports' option to 0 (zero)
    
  • If you are using a specific port (usually 1433), make sure the port is specified in 'TCP Port' and that 'TCP Dynamic Ports' is completely empty.
    
• When creating the ODBC connection to the database, make sure you are using the port specified or 'Dynamic Ports' option that is selected here.  You can't connect to port 1433 if only the SQL Browser (Dynamic ports) option is selected.
• If you are using SQL Browser (Dynamic ports), make sure that the service is running.  Right click to start or run Services.msc to start from there.
  
  
  

Virus-checker

Check that the virus-checker isn't restricting access.  

SQL Authentication Mode

The Incisive applications use a SQL Server account to log into the database via the ODBC connection.  'Mixed Mode' or 'SQL Authentication' MUST be enabled for the SQL Server.

Run 'SQL Server Management Studio'.

• Try connecting using the 'SQL Server Authentication' and the database login used for the Incisive application. 
  If this fails, it could mean the login doesn't have permission to connect to the database.
  Try using 'sa' login and password.
  If this fails, try connecting using the 'Windows Authentication option.
  If the Windows Authentication option fails, it means your login doesn't have permission to the database or the SQL Server engine isn't running.
  If the Windows Authentication option succeeds, it could mean the SQL Server was not installed with the SQL Authentication option and will need to be reinstalled with the option enabled.
  
  
  
• Make sure 'SQL and Windows Authentication' is chosen in the Connection properties of the SQL Server engine.  Right click on the SQL server and select Properties
  
  In 'Security' select 'SQL Server and Windows Authentication mode'
  
  
  
• Ensure unlimited number of connections are available.  Sometimes it is configured to only allow 1 connection.
  In the Properties of the SQL Server engine choose 'Connections' and put a 0 (zero) in the Maximum number of concurrent connections field.
  
  
  
• Make sure the SQL Authentication logins have been created in Security > Logins
  
  
  

ODBC connection

The ODBC connector is used by the Incisive application to connect to the SQL Server.  Use the 32-bit ODBC driver.

• Use 'System DSN' not 'User DSN' otherwise the ODBC connection will not be available for other Users who log onto the workstation
• Select the 'SQL Server' driver, not 'SQL Server Native Client 11.0'
• In the 'Server' field, enter in the exact same server\instance name that is in the SQL Server Management Studio
  
• Choose the 'With SQL Server authentication...' option
• Open 'Client Configuration' and choose 'Dynamically determine port' if SQL Browser is being used on the SQL Server, or enter the Port number
• Use the login and password that has been enabled for the database.
• Make sure you select the correct database.

Occasionally  the DSN server may not recognise the server\instance name

• Replace the DSN name with the IP address & port number e.g. 192.168.0.15,1433
  Note that the comma is used as the separator.  If the port is used you do not need to specify the Instance

If you are still having problems connecting from the ODBC, try using the 'Windows Authentication' option (with an Administrator level login).  If this succeeds, then there is something incorrect with the SQL Authentication permissions for the SQL Server or database.

Remote sharing of the screen of a phone or tablet is possible using 'TeamViewer QuickSupport' app.  No remote connection can be made to your phone until you send the ID link, so unintended connections are not possible.

Search your Apple App Store or Google Play Store and install the app.

The app will create an ID.  Tap on the 'Send your ID' button and email it to help@incisivesupport.com

This app only allows us to view your screen.  As we cannot control it you will need to show the problem while we watch.

Outlook can cause focus issue.

Check the setting 'Enable Live Preview'.  If this is enabled, disable it.  You can find the setting in File - Options - General.

If you receive this message, do not remove or update your versions of Java if you either use Medicare Online (Australia) or upload files to ACC (New Zealand) as both of these applications require Java.  Click on the 'X' to close this screen.

From your Windows task bar, right mouse click on the Java icon,

And then select Cancel.

Refer to this link for Canon scanners:

https://support.usa.canon.com/kb/index?page=content&id=ART109055

When running Teamviewer on an Apple Mac, you may need to modify security access so remote support can see your screens otherwise all that is displayed is a blank screen.

Two steps:

1. Download TeamviewerQS for a Mac from this link and install it
2. Make Teamviewer accessible in System Preferences > Security > Privacy, Unlock access then select Teamviewer.
3. If Teamviewer is already running, exit Teamviewer and start it again so that the new security settings are used.
4. 

To re-register .NET interop assembly spmd_interopcontrols.dll 

CD C:\Windows\Microsoft.NET\Framework\v4.0.30319
RegAsm c:\spmwin\spmd_interopcontrols.dll /unregister
RegAsm c:\spmwin\spmd_interopcontrols.dll

The Incisive application only runs when run in Administrator mode.  If not, when trying to log in, the following message appears.

Resolved issue by reconfiguring the ODBC connection on each workstation to connect to SQL server using named pipes rather than TCP/IP and using ISW as login.

Alternatively, try using an IP address rather than the server name.