Paxera Uploader Basic Troubleshooting

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1 Before going further, please check the logs and auto-route queue in the Uploader Control, these logs will say a lot about your problem. You should take care of the following before contacting our Support Team 1. Check the ability to establish a connection with DB Server How to: open the Uploader Settings -> Database tab -> Click Test DB Connection button You should get a connection success message 2. Make sure that all of Paxeramed services are running correctly. How to: Go to C:\Paxeramed\PaxeraServer\PXServices.exe or from the PaxeraMed Services Manager shortcut in your desktop.

2 3. Make sure the selected IP address in the Uploader Settings, is the internet IP address, to make sure that the routing process is working probably. How to: You can check your IP computer IP address from the Ethernet/Wifi connection status or by opening the CMD and type IPCONFIG /all Open the Uploader settings and make sure that the same IP is being used for the Uploader

3 4. Make sure that there is an IP address configured in the Uploader settings and it is accessible from the machines, The Uploader and machines should be on the same network (might be in the same network but different VLANs). 5. Make sure that your network firewall allows the connection through the required ports. These ports are: PACS: 104 HTTP: 80 SSL: 443 SQL: 1433 Secured SQL: Make sure that your computer/server allow the Uploader to connect through the firewall, or you have your computer firewall turned off. 7. Make sure that Antivirus is not blocking the connection with the cloud server as this may affect report function or routing function. 8. To view images, make sure the Ultima Plugin is configured probably, and that you have the PXViewer installed. PS: on some domain computers, the installation of PXViewer requires an administrator privileges To reconfigure the Ultima Plugin follow these instructions: - Login to the Ultima with your user account - Click on the icon at top right corner ( )and select Plugin Configuration - Ultima Plugin configuration page will open, click on RESET button and then re-configure, once the plugin downloaded click run it to get activated.

4 9. The Advanced reporting tools has couple of required items to work smoothly: - Microsoft Office Word (recommended 2007 or higher versions) - SQL ports are opened and accessible. 10. It s recommended to use Windows 7 or higher, as Windows XP is no longer supported by Microsoft & their products. 11. If you are using Internet Explorer make sure that you are not using it in the compatibility view mode or the No Add-on mode How to: to check the compatibility mode settings - Open the internet explorer - Click on the icon - Click on Compatibility View Settings - Make sure that you don t have PaxeraUltima website in the site list 12. Make sure that your Internet Explorer is version 10 or higher. It is recommended to use the latest version of Internet Explorer as well as any other inter browser (Chrome, Firefox, etc.) 13. In case Windows XP is used, to open reports you have to open Internet Options -> Advanced Settings -> make sure option (Use TLS 1.0) is checked

5 14. Internet speed is very important in both routing images to the cloud & in viewing images and reports. 15. Make sure that the computer name which is used in the DB connection configuration is the same as you PC name which has the SQL server on it. Problem Description Test Points Unable to send studies to the Uploader Check the Uploader Control log and the Auto-Route queue & Try to restart the services points: 2, 3, 4, 5, 6, 7, 15 Images sent to the Uploader but not to the Check the Uploader Control log and the Auto-Route cloud queue. points: 1, 2, 3, 5, 6, 7, 8, 15 Images sent to the cloud but not able to find Check the Uploader Control log and the Auto-Route queue the study on the & Try to restart the services points: 5, 7, 8 I can find the study but not able to open it Check the following points: 5, 7, 8, 11, 12, 14 I am able to view the images but unable to Check the following points: 5, 6, 7, 9, 13 open the report tool to write/view a report (Advanced Report Tool) All studies are being sent to the cloud Check the Uploader Control log & Try to restart the correctly, only one or few studies are not services being sent and still as failed in the queue. Make sure the Patient ID is not long if its long delete the study from the queue and send it again or import it again using the Ultima import tool and make sure to update the patient ID to a shorter ID

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