Knowledgebase : Technical, Configuration and Devices > Miscellaneous
The links for the online documentation can be found in Atlassian under ISWoperations > Help Publishing page.
Response information pulled back from Medicare for Schedules (Status and Payments Reports) is saved to the database.  If the table gets excessively large, a Timeout expired may result.

The HIC Log file (Utilities - Logs - HIC Logs - SPM HIC Logs) will report something similar to that below:

14/09/2018 11:05:20 AM ******************** HIC online on Friday, 14 September 2018 at 11:05 ********************
14/09/2018 11:05:20 AM Computer:SMPC-TS
14/09/2018 11:05:20 AM UserName:andrea.briggs
14/09/2018 11:05:21 AM Started spm_HICWrapper
14/09/2018 11:05:21 AM cpu64=True java64=False HICver=6.12 PMSver=405
14/09/2018 11:05:21 AM **** cHICWrap.GetBulkBillProcessingReport **** ctrSched=1725
14/09/2018 11:05:56 AM cHICWrap.GetBulkBillProcessingReport: msg=Problem retrieving report information Timeout expired. The timeout period elapsed prior to completion of the operation or the server is not responding.
14/09/2018 11:05:56 AM Terminating spm_HICWrapper
14/09/2018 11:05:56 AM spm_HICWrapper.Class_Terminate_ExitProc
14/09/2018 11:05:56 AM ******************** Closed at 11:05 ********************

To identify the tables that are probably chewing up the processing time, use WINFLEX (Reports – database – tables by record count).  In the above instance, two tables associated with HIC are HicReportResult and EventLogging

(1)    Open each table and identify a timestamp column.

HicReportResult has hicr_DateEntered

EventLogging has evl_Timestamp

(2)    Compose queries.

DELETE FROM HicReportResult WHERE hicr_DateEntered < ‘1 sep 2018’

DELETE FROM EventLogging WHERE evl_Timestamp < ‘1 sep 2018’

These MAY be able to be executed via Winflex – database – execute. They can PROBABLY be executed from SQL Management Console. However, they will probably trigger a timeout unless host computer is fairly capable.

(3)   If necessary, the query can be executed in 'chunks' with Winflex. 

  • Make sure HicReportResult is selected.       (Very important)
  • Utilities – clean data – apply sql in blocks
  • Block size = 5000 [OK]
  • Select [Wipe] - this clears the previous entry.
  • Type in query above DELETE FROM HicReportResult … 2018’
  • Select [OK]
  • Form caption at top of Winflex will show records being processed.

 (4)    Repeat for step 3 for the other table(s).  


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

“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).

To search the contents of a file to particular text:


It only does the search on file extensions that Microsoft thinks are documents (txt, rtf, doc, etc).

Specifically, it won’t search in *.hl7, for instance.


Files will other extensions will need to be renamed.


You are probably already aware of the requirements from the Medical Council of New Zealand about managing patient records, but the relevant points are listed below:

  • How long patient records should be retained
    Doctors in private practice:
    a) Must retain health information for a minimum of 10 years and 1 day from the date of the last consultation with the patient.
    b) Should consider retaining the records for longer than the minimum 10-year and 1-day period in some situations. Examples
    include children with significant health problems, or patients with long-term medical conditions.

  • How patient records should be stored
    Patient records should be stored securely and away from public areas. They should be easy to retrieve when there are
    requests for copies.  Computer files must be protected by password and have backups in case of technical difficulties. You
    should access patient records only when there is an appropriate reason, for example, if that patient is under your care.

  • Leaving a practice or planning for retirement
    Well before you leave a practice or retire from it, you should:
    a) arrange with another doctor to accept responsibility for your patients’ records (for example, through a power of attorney)
    b) let your patients know if they need to collect their records from the practice
    c) inform the practitioners who have referred patients to you (if you are a specialist in private practice).

In addition to the above, you most retain your financial records for a minimum of 7 years.

If you are keeping a copy of the data, then you will need to ensure that this is backed up at the time you cease practice.  You need to ensure that this backup is in a format that can be recovered at a later date, if your hardware fails.  A cloud backup system is ideal for this.  Your IT people will be in a better position to advise.  You need to ensure that the SQL database files are properly backed up.  Some backups do not backup open files and may 'skip' the database files, as these are normally open.

If you have not arranged for another doctor to be responsible for your records, and you are keeping a copy of the data on a computer at home, the Incisive application will need to be installed on this computer, along with Microsoft SQL Express (for the database).  You will still have the same issues with Windows updates interfering with the Incisive program files, but we will ensure that you have the icon to re-register the program files.  In the event that your computer hardware fails and / or your upgrade your home computer, the Incisive application and database would need to be reinstalled on the new computer.  Occasionally updates to the operating system (Windows) may mean that some of the older program components will no longer work, and this may mean that you will require an (Incisive) update to be able to keep running the program.

The errors

  • System.I.O.FileNotFoundException    or
  • Could not load file or assembly txtools.dll

can occur if the TX25 controls (from April 2018) are used on older operating systems such as Vista or Small Business Server 2011.

This has been found in the Message Centre when trying to send an email and from the email hyperlink from the Patient Header - also when sending an email.


To fix, download and install  Visual C++ Redistributable Packages for Visual Studio 2013 -  install both x86 and x64

If you have turned on the option for the Message Centre to access files from either Dropbox or OneDrive, when you start the Message Centre you need to complete the login process to either Dropbox or OneDrive within three minutes otherwise the connection window is stopped.  

If you try to use the login to Dropbox or OneDrive after the three minute period you will receive an 'Unable to Connect' or similar notification.

To enable the connection, close the browser tab, and refresh the 'My Mail' tab in the Message Centre by clicking on it, or restart the Message Centre.  You will then be again presented with the opportunity to login to Dropbox or OneDrive again.

The function in SPM/PHM to turn on the ability to connect to Dropbox or OneDrive is available in Setup > Personnel > Operators > Message Options.

If site has issues with Find Postcode you may need to re Index 3rd Parties.  Utilities - Repair - Index 3rd Parties.

Error message produced on trying to start up Message Centre for some logins (operator ID).  This is caused by the operator setting 'Message seen after xxx sec' being set to a large number.

Edit the operator settings and set to something sensible, i.e. 3600.