Help.bhsi.com



Physician Access Guide



Updated: 11/20/2014

Baptist Health

Client Server Support

BHS Clinical Support

Contents

I. Purpose 3

II. Overview 3

III. System Requirements 3

IV. System Limitations 4

V. How to Connect 4

Windows, Linux, and Mac 4

iPad / Citrix Receiver v4.2.2 (current version as of 1/13/2011) 6

Smartphones (iPhone, BlackBerry, Android, and Windows Mobile based) 6

VI. Troubleshooting / FAQs 7

Citrix Receiver 4.0.1 Settings: 7

Prompted to download Citrix client 8

Google Chrome and Citrix Web Interface 8

ICA file not recognized 8

You do not see a link to a new application on iPad ( on older Citrix clients) 8

AGFA: Your browser is not supported 8

AGFA: Security Warning after signing in 9

eTrust SSO: Target window not found 12

Portal: You see data from the wrong facility on login 13

Your machine has not been properly configured for HEO Portal; a TTYID is required 13

Zynx: There is a problem with this website’s security certificate 13

VII. Tips 14

How to take and send a screenshot on an iPad 14

Scrolling on Mobile Devices 14

Purpose

To introduce the new Baptist Healthcare System remote access solution and to provide instructions on how to access the system.

Overview

Access to many of Baptist Healthcare System’s information systems is now available through .

• Support for multiple browsers, including Internet Explorer, Mozilla, Safari, and others

• Support for multiple operating systems, including Windows, Linux, Mac, iOS, Android, and Windows Mobile

• Smartphone support, including Apple, Android, Blackberry, and others

System Requirements

To connect: To connect remotely, you must have a Citrix client installed on your computer or mobile device. Most versions of the Citrix client will work with our system.

A copy of the Citrix client for Windows, Linux, and Mac is available for download on our help site (). Clients for other platforms may be available for download from the Citrix website ().

To print: All printing from Citrix enabled applications is handled by the Citrix Universal Print Driver. There is no additional software to install, if you can print from your local PC, you should be able to print from your Citrix enabled application. (See System Limitations below)

System Limitations

While Connect alleviates many of the most common support issues encountered with MD., there are a few limitations you should be particularly aware of:

• Printing with the Citrix Universal Print Driver. While we have been able to allow access from many additional browsers, operating systems, and device types, printing is not yet (and in some cases may never be) available on all of them.

• On some touch-based devices, the interface may be quirky. Thus, if you are trying to scroll down a screen in Portal on an iPad, for example, you may find it difficult to click on the scroll buttons since your finger is less precise than the tip of a mouse pointer. Precise input / scrolling may be challenging at times.

These and other system limitations affect each user differently, depending on specialty, workflow, or simple preference. Please contact CIT or your hospital’s MIS department if you would like assistance finding a supported device that meets your needs.

How to Connect

Windows, Linux, and Mac

1. Ensure you have a Citrix client installed on your machine. Clients are available from or from . Please contact your office’s IT provider if you need assistance.

2. Browse to .

3. Log in with your domain credentials.

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4. Launch your desired application.

iPad / Citrix Receiver v4.2.2 (current version as of 1/13/2011)

1. Visit the App Store, locate, and install the free Citrix Receiver for iPad app (may require logging in to Apple iTunes).

2. Launch Citrix; click the “+” to create a profile for Baptist Healthcare with the settings below:

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Smartphones (iPhone, BlackBerry, Android, and Windows Mobile based)

1. All Smartphones require a Citrix client called a Citrix Receiver.

2. Visit the app store for your device to obtain this client.

VI. Troubleshooting / FAQs

Citrix Receiver 4.0.1 Settings:

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Prompted to download Citrix client

For PCs and Laptops: If you do not have a Citrix client installed, you will receive a message similar to the following. To resolve, visit and download the client for your operating system.

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Google Chrome and Citrix Web Interface

Google Chrome is not yet officially supported by Citrix. Thus, when you click an application link, instead of the application launching automatically, the download manager will appear and save the *.ica file locally. To launch your application you must locate and double-click this icon.

Trusted Sites

If you are having trouble launching Apps or Desktops after installing the Citrix client, try adding *. to Trusted Sites in Internet Explorer.

• In Internet Explorer, go to Tools > Internet options and click the Security tab.

• Click Trusted Sites, Click Sites

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• Uncheck Require server verification (https:) for all sites in this zone

Enter *. and click Add

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ICA file not recognized

If your browser does not recognize *.ica files, reinstall the Citrix client. The Citrix client will update the browser files to automatically launch your Citrix session, instead of prompting you to identify or save the .ica file.

You do not see a link to a new application on iPad ( on older Citrix clients)

If you recently gained access to an application but do not see it in your application list, try tapping the Refresh button at the bottom left of your Applications list:

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AGFA: Your browser is not supported

Issue: The following messages display when you click the AGFA Client link on the PACS tab in Physician

Portal: “Your browser is not supported,” and “Press SPACEBAR or ENTER to active and use this control.”

Resolution: The browser message can be ignored. You do not need to click on the spacebar or enter key. Wait a few seconds and the AGFA window will display. These messages cannot be removed at this time.

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AGFA: Security Warning after signing in

When prompted “Do you want to trust the singed applet distributed by ‘Mitra Imaging Incorporated’?”,

select “Always.”

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NOTE: This should occur the first time a user logs in to AGFA via Citrix.

A startup wizard will occur to set machine-specific settings:

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Select Next.

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Select Next.

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Select Next.

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Select Next.

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Select Finish.

eTrust SSO: Target window not found

There are two reasons you may receive this message:

(1) The first time you log into and select AGFA SSO, you will receive this message when the application prompts to save your user name and password. Resolution: Log out of Connect., and then log back in. You should no longer receive this message when you launch AGFA.

(2) Clicking on another window while in the process of being logged in to the Web1000 window will steal the focus from the required window. Resolution: Do not click anything while your login to Web1000 is in progress.

Portal: You see data from the wrong facility on login

Issue: You select the Physician Portal SSO icon and see data from a different facility.

Resolution: You have access to Physician Portal at multiple facilities, and your credentials from one have been saved in SSO for the other. The username/password will need to be reset in SSO for the desired facility. Contact the Help Desk for assistance (502-896-3020).

Your machine has not been properly configured for HEO Portal; a TTYID is required

Issue: When launching Portal, you receive the following message: “Your machine has not been properly configured for HEO Portal; a TTYID is required. Please contact the Help Desk for assistance.”

Resolution: This error message should only be encountered when you are working on a hospital-owned device. If you receive this message, please contact the Help Desk or CIT for assistance.

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Zynx: There is a problem with this website’s security certificate

Issue: You receive a pop up stating there was a problem with the website’s security certificate.

Resolution: Select “Continue to this website…” This message cannot be removed at this time and will not affect your ability to use the Zynx website.

Tips

How to take and send a screenshot on an iPad

Click the Power button on the top right corner of your iPad, and while holding it down, click the ‘iPad Button’ (center home button). You should see the screen blink and hear the camera sound.

E-mail the screenshot to whoever needs it. Open the Photos app on your iPad and tap the screenshot you just took. Click the arrow at the top right and select “Email Photo.”

Scrolling on Mobile Devices

As noted above, scrolling may be a challenge on some mobile devices, particularly when viewing Windows-based applications via Citrix on a touch-based device. This difficulty does not reflect a problem with the application you are trying to use or a problem with the BHS infrastructure, and unfortunately this difficulty is not one we are able to resolve. Citrix does support “pinch” zooming, which may assist with accurate clicking of scroll buttons.

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