Troubleshooting Common Problems

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Troubleshooting Common Problems

 

 

Remember that you can always contact HermeTech Customer Service for assistance.

 

Common Issues

 

It works when I run locally but not as a windows service

 

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It is very important to remember that Running a profile locally is NOT the same as running a profile in a Windows Service. The most common support contact we have EVER had for the UltraPort SQL Schema Engine is because people don't understand this issue.

 

When you run locally the program is executing as YOU (the Windows User) and (unless YOU changed it) the Windows Service is NOT. By default the Windows Service will run as the built-in Windows account LocalSystem.

 

This means that IF:

 

1.Your Schema Profile in the SQL Schema Engine explicitly says to use the "Trusted Connection" to connect to the database.

2.OR If any of your data folders in your profiles (see Creating Profiles) point to network shares or NAS (Network Attached Storage) drives.

3.OR Your API Key Folder in your Global Settings point to network shares or NAS (Network Attached Storage) drives.

 

It is possible that YOU (your Windows User ID) can "see" those resources BUT the Windows Service Logon CANNOT. If you experience a problem where it WORKS fine when running locally but does NOT when running as a service this is most likely the problem. Correct by changing your windows service(s) and have it use a Windows / Domain user id as the Logon rather than LocalSystem.

 

 

HL7 data files are not being processed.

 

First you have to determine what the problem is. Stop your windows services and troubleshoot by Running Locally. If it WORKS running locally but does NOT when running as a service see the entry above.

 

 

I cannot install or remove the Windows Services.

 

See this discussion about installing and removing the Windows Services.

 

 

Importing messages is going slower than I expected

 

Importing large HL7 messages takes longer than smaller messages. When we are talking about LARGE messages this is not necessarily about the actual SIZE of the data file/message in Kilobytes or Megabytes, but rather the number of HL7 Segments the message contains. You can have 1 message which is 50KB in size but contains 1000 HL7 segments which will take considerably longer to import than another message which might be 5MB in size because there's an embedded document or image but only contains a dozen HL7 segments.

 

Outside of this, we cannot really speak to the other factors which might influence this such as:

 

•MS SQL (or MySQL) server performance issues.

•Database or index corruption.

•Network speed or connectivity issues (if the database server is remote).

 

It would be best to have your DBA or Network Administrator get involved in tracing problems like this. You can contact customer service if you like and we'll be happy to help them in any way that we can.