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Error Messages - Any thoughts or Ideas?

Patient Self Service

Last Post by Anonymous 1 second ago

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mbellis

(@mbellis)

Posts: 293

Reputable Member

Topic starter

We have a case opened but looking for any other thoughts… We have patients who get to our patient portal log in screen, but when they try to log in they get an error message that says "this web site is experiencing techinical difficulties". The number of patients this is happening to is increasing by the day. However, other patients are able to access it no problem. There doesn't seem to be any commonalities other than the majority, but not all, are using internet explorer (which version is up in the air, as most patients don't know). It would seem that the issue is external, however, since the number continues to grow my gut tells me something is wrong internally… Any thoughts? Also, we are running ACM, which sort of integrates with SMPP….

Posted : February 20, 2013 3:33 am

mbellis

(@mbellis)

Posts: 293

Reputable Member

Topic starter

Just an update on this, we still have the random error messages and no answers. I was able to get a screen shot of the error message, but it doesn't really tell us anything we don't already know- "This site is experiencing a problem". It appears for some at login, for others when they view pieces of their chart summary, for others when they try to register, and for some never at all...... No solution from GE/Kryptiq as of yet since the error is so vague and difficult to track.

Posted : March 20, 2013 11:03 pm

ntamburr

(@ntamburr)

Posts: 2

New Member

We are using Centricity Patient Online with Centricity Business, Centricity EMR and Kryptiq messaging. We converted all of our Kyrptiq accounts when we moved to Patient Online. We experienced similar problems when converted patients tried to log in to Patient Online. The problem was the patient either had an old unread message or draft on the Kryptiq side. We log in to Kryptiq side and delete the unread message/draft. I hope this is helpful.

Posted : March 21, 2013 7:39 am

Alice Vuong, RHIA

(@avuong)

Posts: 39

Trusted Member

mbellis said:

We have a case opened but looking for any other thoughts… We have patients who get to our patient portal log in screen, but when they try to log in they get an error message that says "this web site is experiencing techinical difficulties". The number of patients this is happening to is increasing by the day. However, other patients are able to access it no problem. There doesn't seem to be any commonalities other than the majority, but not all, are using internet explorer (which version is up in the air, as most patients don't know). It would seem that the issue is external, however, since the number continues to grow my gut tells me something is wrong internally… Any thoughts? Also, we are running ACM, which sort of integrates with SMPP….

What version of SMPP are you using? I would also check what web browser the patients are using. If I recall correctly, if the patient is using IE 10.. they may experience that error message when trying to view your Portal. You can pull your audit report from the Portal.. if you export it to excel, it will list the user's accounts and their web browser w/ versions #'s.

Posted : May 17, 2013 3:35 am

mbellis

(@mbellis)

Posts: 293

Reputable Member

Topic starter

The majority of the patient's weren't on IE 10, we just upgraded to the newest version of SMPP (we were on the previous version), and we haven't had any problems since. It really was the strangest thing, but appears to be fixed since the version upgrade.

Posted : May 19, 2013 9:23 pm

Alice Vuong, RHIA

(@avuong)

Posts: 39

Trusted Member

Are you using Centricity EMR 9.5 or CPS?

We are trying to upgrade our SMPP to v.6.x but IE 9 (recommended version from Kryptiq) broke the Growth Charts when we were testing.

Posted : May 21, 2013 1:07 am

mbellis

(@mbellis)

Posts: 293

Reputable Member

Topic starter

CPS 9.5

Posted : May 21, 2013 2:56 am

Anonymous

(@Anonymous)

Posts: 0

New Member Guest

Hi Malissa,

I know that IE 10 is NOT compatible with the Kryptiq Patient Portal. Patients will receive your error page when trying to log in with IE 10.

(I can tell you how to edit that aspx page if you like)

I have put instructions on my error page showing patients how to check what version of IE they are using, and to download another browser.

Side Note: IE 10 does not allow HTML Comments to be used in coding anymore; therefore you cannot show different HTML Text by using Comment codes.

William Luttrell

OU Physicians

http://www.myoumedicine.com (my Kryptiq patient portal)

Posted : June 6, 2013 1:28 am

mbellis

(@mbellis)

Posts: 293

Reputable Member

Topic starter

I believe that on version 6.X IE 10 is ok, as we haven't had any issues since upgrading a couple months ago. I am not convinced that this was the issue though, as not many of our patients were on 10. However, once we upgraded all issues did stop.

Posted : June 6, 2013 1:55 am

joshua.tilson

(@joshua-tilson)

Posts: 130

Estimable Member

This is directly from Kryptiq Support in regards to PP 6.x

Install all High priority Windows Updates – If this is not done, patient’s will likely have problems using Internet Explorer 10 when viewing Patient Portal.

Posted : June 6, 2013 2:00 am

Anonymous

(@Anonymous)

Posts: 0

New Member Guest

Joshua +1

Good to know! We are doing the 6.2 upgrade soon. Primarily for the reason of the IE 10 compatibility.

Microsoft pushed out IE10 in regular updates pretty hard over the last 3 weeks, and therefore most patients didn't even know they were using IE 10.

I am guessing that information has no effect on 5.4.6 and below.

William Luttrell

Posted : June 6, 2013 2:05 am

mbellis

(@mbellis)

Posts: 293

Reputable Member

Topic starter

This is in the release notes for PP 6.1+ :

Internet Explorer 7 No Longer Supported

Secure Messaging and Patient Portal version 6.1 no longer supports the use of Internet Explorer 7. For Internet Explorer users, please use version 8.x or higher for this release. If you attempt to run Secure Messaging and Patient Portal with IE 7, a warning message appears, but you are allowed to proceed.

It doesn't say anything about those who use Mozilla, but we haven't received any support calls from anyone using it and having trouble. Hopefully, most people are on at least IE 7!

You will like the new portal, it is different at first, but I feel it gives more diversity to do what you want.

Posted : June 6, 2013 2:26 am

Anonymous

(@Anonymous)

Posts: 0

New Member Guest

And just an FYI:

Google Chrome will not allow you to Copy/Paste a password into the Kryptiq Patient Portal Password Box.

It inserts a string of "dots" and never ungreys the LOGIN button.

William

Posted : June 6, 2013 2:52 am

Anonymous

(@Anonymous)

Posts: 0

New Member Guest

Also safari on Mac seems to be causing a lot of issue recently on version 6.1

Posted : August 1, 2013 11:56 pm

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