October 10, 2018 - Post-Downtime Reminders

Owned by Lindsey Kelley (Unlicensed)
Last updated: Oct 10, 2018

IMPORTANT

October 10 - Post-Downtime Guide

Post-Downtime Troubleshooting

Our scheduled downtime has concluded. Thank you very much for your patience during this necessary maintenance event.

Please instruct your technical team to restart CAD, Remote Downloader, and HL7/emsHIE services.
 
Due to the lengthy downtime, some delays to routine activities are expected as our systems resume backlogged processes.  Below is a guideline to some of the delays that can be expected.  We will also be monitoring logs and queues over the next several hours.


 CAD

Please ensure that your dispatch center has successfully restarted their windows service on dispatch centers server.  Please allow 60 minutes after the conclusion of the downtime for CAD cases to finish exporting from server.  If you're still experiencing issues, please enter a support ticket for further investigation.

 CAD data doesn’t appear when starting chart

Solution: Verify if some CAD data (from during the outage) is present. If so, wait approximately one hour from the restore time for the CAD data to process into emsCharts.

 No CAD data appears

Solution: 

  1. Instruct the CAD operator to restart the Windows service for the CAD importer
  2. Ensure the CAD operator doesn’t have the IP address filtered in the Firewall rules (same as above)
 CAD Import to Mobile

If using 3.7.2.2 or earlier, please upgrade to the latest version.

 emsCharts.com or emsCharts Gold
 Unable to access website

Clear the cache on your browser.  Do NOT use any bookmarks, favorites, or desktop shortcuts and go directly to www.emscharts.com.  

If you are still experiencing issues, you can flush your device's DNS.  Here's an external resource link with information on how to flush DNS: https://www.whatsmydns.net/flush-dns.html

 Error stating “HTTP error 403.6 Forbidden”

Problem: Service is utilizing IP address filtering at the firewall and the new IP addresses haven’t been updated.

Solution: Contact your service Network Administrator to include the IP addresses in the firewall rules.

Static IP Addresses / Ports:
54.71.33.105/443, 5050-5069
34.214.83.183/443, 5050-5069

 Server object error 'ASP 0177 : 800401f3'

"Server object error 'ASP 0177 : 800401f3'
Server.CreateObject Failed
/pub/authx.asp, line 126
800401f3"

Problem: This is due to a cached form trying to hit the old login page. 

Solution: Clearing cache or hitting Control-F5 should render the new form. 
We've also updated the old form to redirect to the new form, so this should no longer be an issue.

 Remote Downloader (RD)

Please ensure that your billing service or the device running RD has restarted the Windows service and has successfully restarted the RD configurator.  Please allow 60 minutes for RD cases in the queue to download.  If you're still experiencing issues, please enter a support ticket for further investigation.

Solution: Ensure the service managing the Remote Downloader doesn’t have IP address filtered in the Firewall rules 

 Faxing

Please ensure that your Faxing recipient is aware of the maintenance delay.  Please allow 60 minutes post-downtime for Fax recipients to receive queued faxes.  If you're still experiencing delays and your fax log does not indicate any sent faxes, please enter a support ticket for further investigation.

 EKG Imports (web and Mobile)

Please allow 3 hours post-downtime for EKG case data to be imported and processed. If you're still experiencing issues after 3 hours and your EKGs are not appearing for import, please enter a support ticket for further investigation.

 Mobile and Tablet Uploads

Please allow 60 minutes for chart data to be uploaded and processed. If you're still experiencing issues and your mobile or tablet chart data has not been uploaded to emCharts.com, please enter a support ticket for further investigation.  For additional post-downtime troubleshooting specific to Tablet, please reference the information linked here: IMPORTANT Information for the Use of Tablet During the Maintenance Downtime

 Chart Attachment Archives

Please allow 60 minutes for chart attachment archive retrieval request to be processed. If you're still experiencing issues and you're not able to download chart attachments from archive, please enter a support ticket for further investigation.

 Additional Information on Chart Attachment Archiving in emsCharts

In February 2018, emsCharts updated our process for storing chart attachments.  The information linked here describes the change that was made, the reason for the change, and how this affects the attachment retrieval process for our customers.

 Automated Custom Reports

Please allow 60 additional minutes for automated reports to be emailed out.  Due to the maintenance downtime, scheduled reports will be delayed.  If you're still experiencing issues after 1 hour and you have not received your automated custom report, please enter a support ticket for further investigation.

emsCharts

866.647.8282

sales@emsCharts.com

Golden Hour

858.768.2500

sales@GoldenHour.com