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SMPP Slowness

Patient Self Service

Last Post by Anonymous 1 second ago

11 Posts

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jgarnett

(@jgarnett)

Posts: 36

Trusted Member

Topic starter

We are getting ready to go live with Kryptiq's Secure Messaging and Patient
Portal. We are on their latest version 6.2 but we are having some slowness
getting to the initial site. It is sporadic, but seems to happen after a period
of no one using the portal. At night or early morning. Is anyone else using
this product and experienced any slowness? If so, what have you done to resolve
it?

Posted : January 19, 2014 11:25 pm

joshua.tilson

(@joshua-tilson)

Posts: 130

Estimable Member

This probably has less to do with SMPP and more to do with ISS.

ISS is set by default to set your worker threads to idle if not used in a certain time frame. Then when web pages are called, it will have to start these processes back up before being able to serve the content.

Take a look here, this is a pretty good explanation: http://bradkingsley.com/iis7-a.....-settings/

Posted : January 20, 2014 12:55 am

jgarnett

(@jgarnett)

Posts: 36

Trusted Member

Topic starter

Thanks joshua! The Kryptiq tech did do this on both our web and app server, but I still had the issue, at least once, since then. Any other thoughts?

Posted : January 20, 2014 1:06 am

joshua.tilson

(@joshua-tilson)

Posts: 130

Estimable Member

jgarnett said:

Thanks joshua! The Kryptiq tech did do this on both our web and app server, but I still had the issue, at least once, since then. Any other thoughts?

Depends on what they set the time out to, chances are it is still going idle some time in the middle of the night or after long periods of inactivity. I'm not 100% on the best practices, but i assume it's a lot like the windows servers IIS live on and need to be "rebooted" periodically to make sure it continues to run smoothly.

Posted : January 20, 2014 1:09 am

jgarnett

(@jgarnett)

Posts: 36

Trusted Member

Topic starter

Thanks. They set them to zero, so expect that they should never time out. Perhaps there's something else though. I'll continue to monitor it and if it still happens frequently will open another ticket with GE. Will also make sure we have a reboot schedule for both our SMPP servers.

If anyone else has any thoughts, please chime in.

Posted : January 20, 2014 1:14 am

joshua.tilson

(@joshua-tilson)

Posts: 130

Estimable Member

jgarnett said:

Thanks. They set them to zero, so expect that they should never time out. Perhaps there's something else though. I'll continue to monitor it and if it still happens frequently will open another ticket with GE. Will also make sure we have a reboot schedule for both our SMPP servers.

If anyone else has any thoughts, please chime in.

Two things I have found, one seems to be unique to our setup:

1. rebooting the Patient Portal server every night greatly reduced the number of calls from patients stating they could not access chart or other functionality on the website.

2. sometimes in IIS we get a "hung" worker process and webpages will not load until it is manually recycled. we have mitigated most of this by updating windows and SMPP.

Posted : January 20, 2014 1:46 am

tnc

(@tnc)

Posts: 517

Honorable Member

How do you guys have your servers set up? I have two servers, one in a DMZ, the other on the LAN. We have always had issues, from the 20 minute timeout thing, slow performance, to services just deciding to quit working. Restarts are necessary in Windows, and that does help. I think things are pretty stable but it took years to get here. Things still aren't perfect but it is always going to be a work in progress.

Mike Zavolas

Tallahassee Neurological Clinic

Posted : January 21, 2014 3:51 am

joshua.tilson

(@joshua-tilson)

Posts: 130

Estimable Member

tnc said:

How do you guys have your servers set up? I have two servers, one in a DMZ, the other on the LAN. We have always had issues, from the 20 minute timeout thing, slow performance, to services just deciding to quit working. Restarts are necessary in Windows, and that does help. I think things are pretty stable but it took years to get here. Things still aren't perfect but it is always going to be a work in progress.

Mike Zavolas

Tallahassee Neurological Clinic

Same here mike, Webserver in the DMZ app serve on the LAN. OUr biggest problem is that some patients /users are unable to retrieve CCD or send messages etc through the portal, they always get an error message. However we find one user is unable to but if another user sits down, same session, same browser, they are able to.

Posted : January 21, 2014 3:55 am

joshua.tilson

(@joshua-tilson)

Posts: 130

Estimable Member

What build of 6.2 are you actually running? it looks like int he release notes some where around 6.2.14 they made some fixes to "slowness issues for some practices"

We are going to be updating to the latest 6.2.22 asap.

Posted : January 22, 2014 12:25 am

mbellis

(@mbellis)

Posts: 293

Reputable Member

Joshua,

The users who can't retrieve may need to run the portal site in compatibility mode. We have had the same issue and that seems to fix it for those users who couldn't access. Although, I just re-read your post and you said same session, same browser so I guess that probably won't help...

Posted : January 22, 2014 1:39 am

joshua.tilson

(@joshua-tilson)

Posts: 130

Estimable Member

mbellis said:

Joshua,

The users who can't retrieve may need to run the portal site in compatibility mode. We have had the same issue and that seems to fix it for those users who couldn't access.

Mbellis, we actually spoke with GE again yesterday and the increased the message size limit and timeout period in a couple of settings files and we have found since then we are doing much better!

Posted : January 22, 2014 1:40 am

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