Knowledgebase : Technical, Configuration and Devices > Hardware and Network

The Specialist Practice Manager (SPM) and Private Hospital Manager (PHM) applications require a Microsoft Windows platform to work on.  This means that the applications will work on Apple computers but only if they have a virtual partition that has Microsoft Windows installed on it.

The following document has general information relating to the minimum and reasonable specifications and configurations that are required to run Incisive applications on your network.  New hardware and technologies are always emerging so you should adjust the recommendations in the following document to allow for them.

Call the Incisive Helpdesk if you have any specific queries. 

Hardware recommendation for SPM/PHM

Occasionally a message may appear when you go to start SPM saying that the database could not be found, or there is no database connection or perhaps even the message just says timeout-expired.

There are a number of problems that can cause this to occur.

  1. It is possible after a restart of a server, especially after a Windows update, that one of the SQL Server services has failed to restart and so cannot provide a connection to the Incisive application.

    Follow these steps
    a. On the server/computer where the SQL server is installed, open the SQL Configuration Manager application and check that the SQL Server Engine is running correctly.  If it has stopped you will need to use the option to Start the service.

    b. If you are using SQL Browser to allow the workstations to connect to the SQL Server database you will need to check that this service is running.

    We have seen that a service can become disabled and therefore will not start from within the SQL Server Configuration management tool.  If this is the case you will need to start up the Services snap-in (run services.msc) and set them to start Automatically.

    If you do not have a IT technician who is able to manage this please call the Incisive Helpdesk.

  2. The workstation may not be finding the DNS server and therefore can't resolve the Server\Instance name of the SQL database.  

    Change the DSN (ODBC) setting to use the IP & Port address of the SQL server.  Using a Port address will negate the need to use the Instance name.  Don't use IP\Instance name.

  3. If used, the SQL Browser service on the server may of stopped. 

    Use Services.msc on the server to restart the SQL Browser service.
    If this fails to start, configure the SQL Configuration on the server and also the local DSN settings to use a Port number e.g. 1433.  Configure Firewalls to allow port access

  4. Firewall on the server may be blocking port access.

    Turn off the Firewall on the server,  Test - if connection is successful enable access to Port 1433 TCP and Port 1434 UDP - retest after turning on the firewall.

  5. It's possible to have Classic SPM running ok, but Integrated SPM comes up with a connection error when trying to start.
    The ODBC settings can be correct, and a re-install of the application will not resolve the problem.

    Possible solution - Disable IPv6 in the Network settings of the workstation.

All path entered into Setup - System - File Locations must be either a UNC format (\\server\...) or a physical drive (C:\...)

You are not able to use a Mapped Drive (S:\...) as it is too dependant on the Operators network login also having the same mapped drive settings.

If you are experiencing drop-offs or losing connections to your remote server there are several things you can try.

  1. If you are using a wireless connection try using an ethernet cable
  2. Turn off the power-down option on the wireless or ethernet card
  3. Change the connection details on the rdp connection

The following information relates to editing the rdp file.

There is a setting in the .rdp file that can improve the latency of the connection.  If you edit the rdp file with Notepad, find the line saying "ConnectionType" and change the value to a  3  so that the line will look like "ConnectionType:i:3". 

This value effectively tells the rdp connection to be more forgiving (better latency) if there is no response from your router or the remote server and to have more retries.

The RPC server is unavailable error means your Windows computer is having a problem with communication with other devices or machines through the network you use.

We suggest that your contact your hardware technician to get them to troubleshoot the issue.


To test and produce a technical report of your Wireless network (wLAN) run the following command at an administrative COmmand Prompt: netsh wlan show wlanreport


Use the article in the following article to check that the wi-fi connection from your laptop or device is optimally configured for the router you are connecting to.

It also has recommendations for Mac, Windows, Linux, Android & iOS systems

For Windows laptops, download and install 'WiFi Analyser' from Microsoft Store

For Mac laptops, press the Options key and click on the WiFi symbol in the top Titlebar then select 'Open WiFi Diagnostics'.

You can use Powershell command to check that you are able to get a connection to a server and a port.  Telnet can also be used but the Telnet Client is no longer installed by default.

This test is useful to determine whether a workstation is able to connect to a remote SQL Server and Port.  It can't test the port if you are using the SQL Browser application to browse Dynamic ports.

1. Start Powershell
2. Enter the following command:
           Test-NetConnection <URL, IP or server name> -port <port>
    e.g. Test-NetConnection  -port 1433