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This chapter describes the issues found in the Cisco Patient App View and their respective troubleshooting steps:
The Cisco Patient Connect administrators creates policies to troubleshoot and to perform the administrative tasks.
the administrator creates and applies a Clear Cache policy to clear a device’s cache from the IEM, when the server is being updated. Once a policy is created, it appears in the Custom Actions menu.
To create a Clear Cache policy, complete the following steps:
Step 1 Name the policy “ClearCache”.
Step 2 Set the browser cached media clear property to ‘true’:
browser > cache > media > clear = true
Step 3 Set the browser cached media clear property to ‘true’:
browser > cache > web > clear = true
When there is a server update and you want to ensure that the application loads all new content from the server on restart, create and apply the Restart and Clear Cache policy. Applying this policy is the same as applying the Clear Cache and then restarting the application.
To restart and clear cache, complete the following steps:
Step 1 Name the policy “RestartAndClearCache”
Step 2 Set the browser application restart property to ‘true’:
browser > application > restart = true
Step 3 Set the browser cached media clear property to ‘true’:
browser > cache > web > clear = true
Create and apply a Debug Panel policy to an IEC to watch its CPU performance during the operation
and view the scripts which runs on the device. The policy can be accessed from the Custom Actions menu of the IEM.
To create and apply a Debug Panel policy, complete the following steps:
Step 1 Name the policy “DebugPanel”.
Step 2 Enable the debug panel enabled property:
browser > debug > panel > enabled = true
An administrator creates and applies the Virtual Network Computing policy to use Virtual Network Computing (VNC) or to remotely view an IEC.
To create and apply the policy, complete the following steps:
Step 2 Enable the remoteview property:
remoteview > enabled = true
The message “Management Server is not reachable” indicates that the IEM IP Address is not correct or inaccessible. This message may also appear due to a network problem, a proxy server configuration error, or an incorrect IEM URL. Check if the firewall policy is blocking access.
If the IEM is down but the IEC has accessed the startup URL previously, it will load the startup URL from its cache. In other words, the failure of the IEM does not prevent the IEC from functioning. If any configuration changes are needed, then IEM has to be active for pushing the new policy configurations to the IEC.
The following are the possible reasons and resolutions for the message “Startup URL is not configured”:
Click the Show Details button to reveal information about service that is disabled.
Complete the following steps to enable the IEM for registration:
Step 1 Log into the IEM as root/administrator user. Otherwise, users cannot see the Maintenance link. The Maintenance link is not shown to regular users.
Step 2 Click the Maintenance link.
Step 4 Check the Device gateway enabled check box.
Perform the following steps to troubleshoot, if the touch screen (Patient View) does not working correctly:
Step 1 Ensure that the USB interface cable is plugged into the IEC and the touch screen.
Step 2 Use the calibration utility to recalibrate the screen.
Step 3 Reboot the system if the touch screen USB cable was not connected before boot time.
When connecting to a remote expert, the touchscreen connected to the IEC displays a virtual keyboard on the Patient View. This is due to an incorrect policy applied to the IEC. Disable the following configuration settings in the policy that is applied to the IEC. If there is no policy applied to the IEC, then these changes should be set in the IEC profile configuration.
Step 2 Go to the policy that is applied to the IEC or the IEC’s profile.
Step 3 Go to keyboard > virtual > enabled property.
Step 4 Set enabled value to false.
Step 5 Go to browser > input > popup > keyboard > enabled property.
Step 6 Set enabled value to false.
Step 7 Save the policy by clicking the Apply button.
Step 8 Reboot the IEC to activate the policy on it.
Check the IEC's Policy or Profile settings in the IEM with respect to startup URL configuration.
This error occurs when the IEC cannot pull the home page because the startup URL configured in the IEM is not reachable or the CPC server or services are down.To resolve this error:
Step 1 Verify the CPC is up and functioning.
Step 2 Check the IEC’s event log in the IEM. In the sample displayed below, the IEC’s access to the startupURL failed. Verify the IP address of the REM as configured in the IEM policy that is applied to theIEC or the IEC’s profile.
Peripherals such as a printer, scanner, keyboard, or mouse must be connected to the IEC before it is booted up in order for the IEC to detect them. If you connect a peripheral after the IEC has booted up, reboot the IEC to detect that peripheral.
After applying the policy, IEC needs to be rebooted to have the policy enforced. Also check the IEM to ensure that the IEC has the proper policy applied to it.
If there is a policy assigned to the IEC, its configuration take precedence over the IEC’s profile configuration. If the IEC’s profile configuration is required instead, remove the applied policy.
Home page display issues could happen due to the following reasons:
Note Use of policies is the preferred method for configuring IEC properties.
In certain circumstances, such as during a power failure at the branch, the IEC reboots twice. This is expected because the IEC was designed to only detect those peripherals that are connected to it when it is rebooted.
The IEM allows you to do the following:
To perform the above tasks, follow these steps:
Step 1 Enter http://<IEM_IP> in a browser.
Step 2 Enter the credentials and click Enter.
Step 3 Click Devices on the left navigation pane.
All the IECs registered with the IEM in your account are visible in both the left and center panes.
Step 4 Click the Show screenshots button on the top right corner of the display view to view the screenshot of each of the IECs registered with the IEM.
Step 5 Default polling time for each IEC image is 10 minutes. The most recent image for the specific IEC can be obtained by clicking the Refresh button beneath the IEC’s screen shot.
Step 6 In order to enlarge the screen shot of the IEC, click the Zoom button.
Step 7 In the Devices menu (left pane), choose the IEC by double-clicking on the icon for that particular IEC.
Step 9 You can filter the logs by checking the browser check box in the Facilities list. Click Apply.
This section provides instructions on how to configure an Interactive Experience Client (IEC) to use a static IP address.
To configure an IEC to use a static IP address, complete the following steps:
Step 1 From the keyboard, press Ctrl-Alt-S and enter the maintenance code. The System Settings window appears. Select the Network icon. The Network window appears.
Step 2 In the Network window, press tab to the Use DHCP check box. Tap on the spacebar to uncheck the Use DHCP check box, and enter the network settings.
Step 3 Enter the IP Address, Subnet Mask, Gateway Address, Primary DNS Server IP Address, and Secondary DNS Server IP Address in the respective text fields.
Step 4 Click Apply and then click Close to exit the Network window.
Step 5 Click Reboot to restart the IEC.
This section provides information on the basic troubleshooting steps for the Cisco Interactive Experience Clients (IECs).
From the left menu, click Devices to view a list of all the devices registered on the IEM.
Click on a device to bring up the device status screen in the center frame. Double-click on a device to see specific information about that device.
On the 'Event's screen, you can see information messages, warning messages, and error messages from the IEC. This can be a crucial tool in troubleshooting an IEC. For each message you can see the Event time, the Message sent, the Severity, and the Facility (where the message is located).
On the left side of the screen, you can filter messages by Severity or by Facility. Click the check boxes to select, or de-select, an option. Click the check mark (P) to apply the changes, or click the circle (™) to revert them. You can also change the number of events displayed under the 'Max number of events' option.
If you'd like to download a copy of the event logs to your machine, click Save As and attach the report to the ticket.
Reboot the IEC to troubleshoot the following common issues:
Note If rebooting the IEC does not fix any of the issues, escalate the ticket to the desktop support department.