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.
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 initials appear in red, 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 initials icon in the Accurx Desktop toolbar.
Select Settings.
Verify that the Organisation ID matches your practice's EMIS CDB.
If incorrect or missing, enter the correct EMIS CDB.
Click Refresh from server.
EMAS Manager Settings Have Changed
Accurx relies on specific settings in EMAS Manager to connect properly. Sometimes, these settings can become unticked.
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.
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 👉