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Accurx Desktop: Setting up and troubleshooting
Accurx Desktop: Troubleshooting
Accurx Desktop toolbar is red and says "You need to activate yourself in EMAS" or "Couldn't connect to EMIS Web"
Accurx Desktop toolbar is red and says "You need to activate yourself in EMAS" or "Couldn't connect to EMIS Web"

What to do if your Accurx Desktop toolbar is red

Lorna avatar
Written by Lorna
Updated over a week ago

Here are 3 things that can cause your toolbar to be red with the solution steps 😊

If you've used Accurx Desktop to send texts at this practice previously, skip to step 3.

1) EMAS manager settings

There are parts in the EMAS manager steps that can be a bit misleading and are the most common ways to get caught out here. Please follow the steps in this EMAS Manager article to complete the correct settings to allow us to connect to EMIS.

In particular, make sure you've:

  • checked that the Partner API called 'accuRx Chain' is highlighted in blue before checking the Edit Users and Login Access boxes πŸ‘

  • Sorted the names alphabetically, and if you see two or more of the account then tick the boxes for all of them. Some people have multiple EMIS accounts without realising, and it might be trying to connect to the wrong one - so ticking all the boxes is safest.

2) Organisation ID matching your EMIS code

Ensure that the Accurx settings are picking up the right EMIS CDB code to connect to.

To check this go to the initials icon in the toolbar, then Settings, and here the Organisation ID should match the correct EMIS CDB. πŸŽ‰

3) A crashed EMIS process

If you are correctly enabled in EMAS manager, it is likely that there is a crashed EMIS process running which is not visible. To resolve this:

  1. Go to your Task Manager (Control+Alt+Delete)

  2. Select Task Manager

  3. Click on 'Processes'

  4. Select any visible EMIS processes

  5. Right-click and click 'End Process' or 'End Task'

If this still isn't solved, we'd recommend completely restarting your computer, which should clear any crashed EMIS processes that aren't visible to your account.

If you are still experiencing problems, please click the chat button below right to talk to someone. 😊

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