Cisco Patient Connect 1.5 Troubleshooting Guide

Release 1.5

Last Revised: September 8, 2016

TV/Monitor/Touchscreen is blank or dark

1.Check whether the TV/monitor/touchscreen is working and the power is connected to it.

2.If TV/monitor/touchscreen was connected after the IEC was booted up, reboot the IEC.

3.Try connecting the TV/monitor/touchscreen to the IEC’s alternate video port (VGA/miniDisplayport or HDMI).

Touch Screen function is not working correctly

Perform the following steps to troubleshoot if a touch screen is connected to Patient View and is 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.

• Press Ctrl+Alt+S.
• Enter the DMC (Device Maintenance Code).
• Click Calibrator.

Step 3 Reboot the system if the touch screen USB cable was not connected before boot time.

Virtual Keyboard is displayed

If a touchscreen is connected to the IEC and displays a virtual keyboard on the Patient View app. 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 1 Log into the IEM.

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.

IEC Does Not Detect Connected Peripherals

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.

IEC Does Not Reflect The Applied Policy

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.

IEC’s Profile Configuration Is Not Active

If there is a policy assigned to the IEC, its configuration takes precedence over the IEC’s profile configuration. If the IEC’s profile configuration is required instead, remove the applied policy.

Patient View Home Page is not displayed

Home page display issues could happen due to the following reasons:

• The IEC does not have the policy with the startup URL pointing to the CPC applied to it. Apply that policy to the IEC in the IEM.
• If IEC does not have a policy but using its profile in the IEM for the startup URL, verify that the startup URL in the profile is pointing to the CPC server.

Note Use of policies is the preferred method for configuring IEC properties.

• If the IEC was updated recently but not rebooted, the IEC needs to be rebooted.
• Check if CPC Server is reachable and web services are accessible.

IEC is rebooting unexpectedly

The following are some of the scenarios in which reboot is initiated from the IEM:

• Whenever there is a power failure, the IEM reboots the IEC to identify all peripherals that are connected.
• If Patient View-side video endpoint goes down and comes up, the IEM reboots the IEC.
• If the Cobra application is not working normally, the IEM reboots the IEC.

Network Error Message

If LAN cable was connected after the IEC was booted, reboot the IEC. Check the network connection. If it is DHCP-based, check whether the DHCP server is correctly leasing an IP address to the IEC.

‘Management failure: Product VEP is not found’ Error Message

The IEC has an older version of firmware. Upgrade the IEC's firmware.

‘Management Server is not reachable’ Error Message

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 the IEM has to be active for pushing the new policy configurations to the IEC.

‘Startup URL is not configured’ Error Message

The following are the possible reasons and resolutions for the message “Startup URL is not configured”:

• IEC does not have a policy (initial configuration that includes startup URL) enforced in IEM. Verify the IEC has the correct policy applied and the IEC has been rebooted.
• Another possibility is that the IEC is not registered in the IEM, instead it is in standalone mode. Check the IEM to ensure that the proper serial number is added for the IEC.
• If the IEC is not rebooted after configuration changes, reboot the IEC.

‘Cannot register’ Error Message

Click the Show Details button to reveal information about the 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 3 Click Server Settings.

Step 4 Check the Device gateway enabled check box.

Step 5 Click Apply.

‘Server is down’ Error Message

Check the IEC's Policy or Profile settings in the IEM with respect to startup URL configuration.

‘Service Temporarily Unavailable’ Error Message

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 CPC is up and functioning.

Step 2 Check the IEC’s event log in the IEM.

Step 3 Verify that the correct IP address of the CPC server is used as the startup URL.

Step 4 Verify that the IEM policy that is applied to the IEC or the IEC’s profile is configured correctly.

Cache Refresh

The Cache Refresh feature in the Admin View app allows Cisco Patient Connect administrators to clear old data and pull the latest data for a particular feature. It also helps to apply new code or configuration changes to a feature.

Refer to the Cisco Patient Connect Admin View Guide for the description of the cache refresh buttons.

Perform cache refresh if any code or configuration is changed for a feature in the application, a particular feature is nonfunctional, or a particular feature hangs without pulling latest data properly.

Refreshing the cache may affect the smooth functioning of a feature. Choose a time for cache refresh that will impact as few patients as possible.

Note Before performing cache refresh on a feature that is displayed on Patient View, consider broadcasting a message prior to the refresh in order to inform patients that the feature will not be available for a few minutes.

Sample IEP Policies for Cisco Patient Connect Administrators

Cisco Patient Connect administrators can create policies in IEP to troubleshoot and to perform administrative tasks.

Clear Cache

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

Restart and Clear Cache

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 policy 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

Debug Panel

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

Virtual Network Computing

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 1 Name the policy “VNC”.

Step 2 Enable the remoteview property:
remoteview > enabled = true

Events Tab in the IEM

The IEM allows you to do view all the IECs registered with the IEM. Follow these steps to view the Event tab:

Step 1 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 2 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 3 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 4 In order to enlarge the screen shot of the IEC, click the Zoom button.

Step 5 In the Devices menu (left pane), choose the IEC by double-clicking on the icon for that particular IEC.

Step 6 Click the Events tab.

Step 7 You can filter the logs by checking the browser check box in the Facilities list. Click Apply.

Configuring an IEC to Use a Static IP Address

This section provides instructions on how to configure an 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.

Basic Troubleshooting Steps for Rebooting the IECs

This section provides information on the basic troubleshooting steps for the Cisco Interactive Experience Clients (IECs).

IEM Main Screen

From the left menu, click Devices to view a list of all the devices registered on the IEM.

Click a device to bring up the device status screen in the center frame. Double-click a device to see specific information about that device.

IEC States in the IEM

The Events Screen

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 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 would like to download a copy of the event logs to your machine, click Save As and attach the report to the ticket.

Rebooting an IEC

Reboot the IEC to troubleshoot the following common issues:

• Volume stops working on the pillow speaker for the patient.
• Phone number for the room does not appear on the TV screen and video call does not work.
• Distorted picture on the TV.
• Slow transition between TV channels.
• Incorrect TV line up display and the patient unable to choose directions with the pillow speaker such as up, down, left, or right.