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If a problem with the software occurs there are a few simple checks that can be made to help identify the problem.
Check the Internet Explorer version number. The SMSC software can only operate effectively with version 5.5 or greater. To do this open Internet Explorer, click -Help- -About Internet Explorer- and the version number should be displayed.
Check that an Internet connection can be established. Open Internet Explorer and go to a page that you do not visit often, https://services.eclinic.com.au is a good one. Gaining access to this page will ensure firstly that a connection is established and secondly that your browser can access secure pages. NOTE: If you are having difficulty getting or maintaining a connection to the internet, this will very likely be causing the problems. In this case the connection problem should be addressed first. This is a job for your ISP (Internet Service Provider) or IT service person, give them a call and tell them your having problems. It may be a problem at their end or they may be able to help you identify the problem locally.
The Client does not dial-up at all.
The error message in the log window is [Operation Failed. Can not find the file specified.]
When the computer starts a certificate expired message is displayed.
The error message in the log window is [Operation Failed.]
To ensure that the certificate is the problem. Close the client down completely (right click on red test tube in systems tray (bottom right) then click on -exit-). To restart double left click on the eclinic icon on the desktop. If the certificate is causing the problem a certificate expiry message is displayed at this point.
Contact eClinic and we will issue a new certificate and instructions on how to import it to the client software.
All platforms
In the -Settings- -File Storage- Target directory for downloaded files, a [\] is added at the last character of the directory, eg [T:\].
When downloading, the [Operation failed. The access is denied] message is displayed in the log window.
A bug inherited from 1.0 does not allow the back-slash appended in the downloaded file directory setting.
When the client attempts to initialise a connection with the internet, the dial-up dialog is displayed for a while then the [Operation Failed. The operation complete successfully] message is displayed in the clients log window.
The dialup fails. The dialup setting is not correct, such as wrong password, wrong phone number, fault dialup line, etc.
The firewall will not let unknown traffic in or out of the local network.
The client does not know where to look for the proxy server.
Configure the firewall to allow traffic from the client past. Click on -Settings- -Connection- on the client interface then check the [Use a proxy server box] and enter the IP Address and port number. You can find this information be opening Internet Explorer. Clicking -Tools- -Internet Options- -Connections- -LAN Settings-. The Address and port number of the proxy server being used will be displayed.
The activation code on the server does not correspond to the code entered during installation.
There are two activation codes stored on the server.
The person installing the software may have misread or mistyped the activation code.
An error allows the creation of two activation codes for the same account. The server references the first while showing the second. Meaning the one that is shown is incorrect.
Ring eClinic to verify activation code.
Ring eClinic and get the activation codes re-set. In both cases you will have to re-enter the activation code. This can be done by clicking -Settings- on the secure client interface, then -Security-, -Import-. You must then re-import your digital certificate during which you will be prompted to re-enter the activation code. Once the import has been completed the client must be fully shut down and re-started for the changes to take effect. To do this, right click on the red test tube icon in the systems tray (bottom right hand corner). Then left click on -Exit-. To re-start double left click on the on the larger icon (red test tube with [eClinic Secure Medical Services Client] under it).
The Serial Number of the certificate imported into the client does not match the corresponding Serial Number on the server.
The wrong certificate could have been imported.
The correct activation code may not exist on the server.
Check to ensure the name of the certificate corresponds to the exact name of the clinic or registering doctor.
Check the Serial Number of the certificate by importing it into the browser (by double clicking on the certificate icon you will start an import wizard, simply follow the prompts from here). Once imported, click -Tools- -Internet Options- -Content- -Certificates- double left click on the appropriate certificate. Then single left click on -Details- -Serial Number-. The Serial number will then appear in the dialog box. Contact eClinic and verify that Serial Number displayed matches the Serial Number in the corresponding profile on the server. If it does not the number on the server may need to be corrected.
The client successfully connects to the internet then takes a longer than normal time to get reports, then fails.
Under Windows 2000. In SMSC, select -Settings- -Connection- -Dial-up Settings- -Settings- -Properties- -Options- -Idle time before hanging-up-, set to 30 minutes.
Under Windows 98. In SMSC, select -Settings- -Connection- -Dial-up Settings- -Settings- -Properties- -General- -Configure- -Connection- -Call preferences-, check -Disconnect a call if idle for more than 30 mins-.
Or replace with version 1.1 Build 006.
[x Files Successfully Downloaded] is displayed in the client log but the files are not where they should be.
On client interface click -Settings- -File Storage-. The current target directory for downloaded files will be displayed in the text box. If you wish to change it you can either click -Locate MD- which will find the Medical Director database on the server and set that as the target directory. Or you can click -Browse- which will allow you to browse for a target directory of you choice.
When removing version 1.0 using the [Add/Remove] applet from the control panel, the OS cannot find the previous MSI.