Problem
The EMR unexpectedly crashes/shut down without warning.
Gather Information
If the application exits without warning gather the following information and provide it to SA (Manson and Leah) to troubleshoot:
EMR User ID:
LANID:
POS:
Workstation ID (LD######, PC######):
Profile EMR launched through VPP Applications Folder or Citrix Portal? Y/N
Date(s) and Time(s) of Crash:
Request further details from the User:
- What kind of a crash did you experience? Did it freeze, receive a popup error, abruptly quit the application or other (please explain if so)?
- Do you remember what you were doing before crash? Were you idle or active? what screen/module were you viewing when it happened?
- Is this the first time you've experienced it (recently) or is this fairly regular to you? If it's not the first time, do you remember the first time you've experienced this?
- Are other staff experiencing this issue as well? If so, can they provide the same information above?
If the application exists without warning provide all the above gathered information to SA (Manson and Leah).
Communication and Workaround
Also include in the following in the email We are investigating this issue and have escalated it to the vendor.
Advise the user if they are launching Profile EMR through VPP Applications Folder, to try using Citrix Portal.
If user already using Citrix Portal, try using another workstation.
Downtime
Rach out to one of the Support Analyst (Mandeep and Raman) to send out IT Broadcast
Steps for EMR SA
EMR SA's (Leah, Manson or Michael if LEASON is MIA) troubleshooting steps:
- Collect the server logs and client logs if possible
- Investigate internally
- Reach out to SAs, network team, contact SOC, etc - depending on the findings
Intrahealth Ticket
Contact one of the Support Analyst (Mandeep or Raman) to create a IH ticket, marking it high priority with the information gathered from the user (except LAN account), and attaching any log files provided by the EMR SA, and dump file if one was created
Related Article
If EMR is freezing or receive a popup error:
- You may follow these instructions if they are applicable: Record Details for Crash in Production
- If it is currently frozen/still on the user's error screen, follow the create dump file instructions found here: Troubleshoot EMR Performance Issues
- If the user has already closed out of it, ask them to call you when they experience it again WITHOUT closing the application (creating the dump file tasks a snapshot of current state doesn't help if EMR is closed)