If you're experiencing issues with Accurx connecting to EMIS, it may be due to a crashed instance of EMIS running in the background, incorrect organisation settings, or a misconfiguration in EMAS Manager. Follow the steps below to troubleshoot and resolve the issue.
EMIS Has Crashed on the PC
Sometimes, EMIS can crash and leave a hidden process running in the background, which can disrupt Accurx's connection to EMIS.
Solution:
Restart Your Computer: This is the most effective way to clear any crashed EMIS processes.
End EMIS Processes via Task Manager:
Save any work in EMIS Web and close it.
Open Task Manager by pressing Ctrl + Shift + Esc.
Click on the Processes tab.
Locate any EMIS-related processes.
Right-click each one and select End Process or End Task.
Repeat from step 3 for Background processes.
Incorrect Organisation ID in Accurx Settings
If you work at multiple practices, Accurx attempts to connect to the last EMIS system it used. If your toolbar says 'Not connected', Accurx may not be recognising the correct EMIS system. The Accurx Desktop toolbar must be set up with the correct EMIS CDB for your practice.
Solution:
Click on your settings cog icon in the Accurx Desktop toolbar.
Select About.
Verify that the Organisation ID matches your practice's EMIS CDB.
If incorrect or missing, enter the correct EMIS CDB.
EMAS Manager Settings Have Changed
Accurx relies on specific settings in EMAS Manager to connect properly. Sometimes, these settings can become unticked following an update in EMIS.
Solution:
Ask someone with EMAS Manager access to check the following:
Ensure 'accuRx Chain' (not 'Accurx' or 'accurx.com') is selected under Partner API.
Click into 'Edit Users' and 'Login Access' and confirm the selection remains.
Sort names alphabetically and ensure all of your EMIS accounts are selected.
If you have multiple accounts, tick all the relevant boxes.
How do I provide screenshots of my EMAS Manager settings for troubleshooting?
When troubleshooting via Accurx support, it is often necessary to share screenshots of your EMAS Manager settings. This guide will help ensure you provide the correct information to facilitate the troubleshooting process.
Why are EMAS Manager screenshots important?
Screenshots of the EMAS Manager settings help the support team verify that your system configurations are correctly set up, especially the Partner API integration. These settings are vital for resolving issues like connection errors or toolbar synchronisation problems.
Steps to Capture and Share Screenshots
Open EMAS Manager: Navigate to the EMAS Manager interface on your system.
Launch the Windows Snipping Tool:
Press the Windows key, type "Snip", and open the Snipping Tool.
Select File > New Snip and outline the area to capture the screen.
Capture the Required Settings:
Ensure the screenshot displays the entire EMAS Manager page, including the Partner API section visible on the left sidebar.
Verify Key Settings:
Confirm the following boxes are ticked:
Accurx Chain
Login Access
Edit Users
Save Your Screenshot:
Share the Screenshot:
Attach the file to your chat with the support team using the paperclip icon.
Reminder
Be sure to double-check that the screenshot covers all required areas and settings before sending it. Screenshots that do not include the necessary details may delay the troubleshooting process. By following these steps, you'll help streamline the support process and ensure faster resolution to your issue.
If you're still having issues you can contact our support team using the speech icon on the bottom right hand side of your screen 👉