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CPS 12.2 Prescription flashes when opened

CPS, C-EMR, PM

Last Post by Anonymous 1 second ago

9 Posts

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clmoe

(@clmoe)

Posts: 53

Estimable Member

Topic starter

I have several users across sites reporting that when they open the prescription form it starts to repeately flash and only the scroll bars display. The end users are forced to kill their session. Unfortunately, the result is that the form is unusable for them. My team and I have done the following in an effort to troubleshoot:

Rebuilt their user profiles in Citrix
Removed their favorites that included the old prescription form
Cleared the cache, internet browser history and cookies
Update on the Citrix tool bar updated the file access to read and write
Verified Providers have DEA and NPI numbers
Verified user group security build

I'm confident that it is something unique to these computers as I get the same flashing screen when I log into that computer. When I have the end user log into my computer they can access the form without issue.

The end users are currently on Windows 10, IE11. Whereas a majority of our end users are on WIndows 7 Enterprise.

I am out of ideas and my providers are at their wits ends. Please help!

Posted : January 23, 2017 9:40 am

virtualHITman

(@virtualhitman)

Posts: 319

Reputable Member

We haven't updated to this version yet but we do have 12.2 running in our test environment. I don't have an answer, but I have seen the behavior you are talking about. It is related to the form being an HTML form. I will continue to monitor this thread and let you know if I come across anything that might be helpful.

Posted : January 23, 2017 10:30 am

bhoover

(@bhoover)

Posts: 360

Honorable Member

We have seen a similar problem. We have found that if user does not have the session in a fully maximized window it mitigates the problem.

Posted : January 24, 2017 12:51 am

clmoe

(@clmoe)

Posts: 53

Estimable Member

Topic starter

We also observed that minimizing the window is a temporary solution. Has anyone logged an SR and provided a MEL trace?

Posted : January 24, 2017 2:32 am

bhoover

(@bhoover)

Posts: 360

Honorable Member

I talked to our support staff. We have talked to GE and have been told that there is a fix on the way.

Posted : January 24, 2017 3:25 am

clmoe

(@clmoe)

Posts: 53

Estimable Member

Topic starter

I'm glad I'm not alone. Did they happen to provide an ETA for the fix and root cause?

Posted : January 24, 2017 3:29 am

bhoover

(@bhoover)

Posts: 360

Honorable Member

As far as I know we didn't get a root cause. Regarding ETA, we were told once the fix is out of their quality assurance process it will be a hot fix.

Posted : January 24, 2017 3:35 am

BrianAPHN

(@brianaphn)

Posts: 106

Estimable Member

I am seeing this issue in our Dev environment. It happens more on the new HTML Social History- CCC and Family History-CCC, but I have seen it on the new Prescription form. I believe it's more of a v1.4ccc and 9.4ccc issue. It's happens in our 2nd Dev environment that is 12.0.13 with the v1.4ccc and 9.4ccc on the new ccc family and social hx forms.

Posted : January 24, 2017 3:53 am

RSBojalad

(@rsbojalad)

Posts: 47

Trusted Member

I have seen this behavior occur with the prescription form in two different scenarios.

1. Dragon: Turn Dragon off the prescription form stops flashing.

2. Websites using 'Set up Links' in 12.2.

I have multiple cases open with support. No ETA on a fix.

Posted : January 25, 2017 1:34 am

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