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IQEnterprise Trouble Shooting Guide

 

Cannot login to IQDesk

  1. Verify the login/password is correct.
  2. Sync the card at a card reader and re-attempt sync.
  3. If User Name and Login don’t work, verify that they are being entered correctly. The password may need to be verified and/or changed if still unable to login.

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Cannot change password

  1. Verify that user is entering the correct password.
  2. Verify that user is entering in CAPS.
  3. Verify that they can change their password on the PDA. (This is in the configuration in IQ Desk settings in the application set-up.)

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Forgot password

  1. Users user name and password is located under the Customer > Hospital/Clinic > click on the user icon > click on sync ID. You will find in the middle of the page of the desired user.
  2. The user’s login and passwords will be provided to the client during the deployment process.

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PDA/Device won’t turn on

  1. Ensure PDA/Device is properly charged.
  2. Make sure the battery is seated properly.
  3. Some PDAs require the battery lock switch must be in the lock position in order to turn on.
  4. Plug PDA into AC power source and turn on. If unit turns on while plugged into AC power, the battery is either bad or not inserted properly.

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Soft/Hard reset of the PDA

  1. To soft reset the PDA, use the stylus to press the reset on the PDA while it is turned on.
  2. To hard reset the PDA, refer to the owner’s manual as different PDA manufactures hard reset procedures vary.

Note that hard resetting a PDA will restore the PDA to all factory default settings including removing data stored on the PDA. IQMax is not responsible for any personal data lose as the result of a PDA hard reset. If the user is on a wireless network, the wireless settings will need to be re-entered in order to sync wirelessly.

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IQTray is not running

  1. Verify that the IQExchange IQTray icon is visible in the system tray. If not, restart applications and verify the IQTray icon appears in the system tray.
  2. Verify that the account logged in to the workstation has proper rights to run IQTray

Refer to the IQTray User Guide for workstation rights configuration.

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Red flag over the IQTray icon (sync station)

  1. Verify the workstation has a valid internet connection.
  2. Exit application and restart.
  3. Check security rights of workstation.
  4. Verify that the workstation is checking in with IQMax.
  5. Reboot workstation.

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Red flag over the IQTray icon (transport sync station)

  1. Verify the workstation has a valid internet connection.
  2. Exit application and restart.
  3. Check security rights of workstation.
  4. Check local firewall settings to ensure workstation is allowed to connect to IQMax server. (Onsite support for customer)
  5. Verify that the workstation is checking in with IQMax.
  6. If the workstation is checking in and providers are able sync the MMC and dictations are verified sent through IQMed, there may be an issue with an interface installed on the workstation.
  7. Reboot workstation.

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Cannot sync Outlook with PDA

  1. Syncing the PDA with Outlook is not supported by IQMax.
  2. Customer’s on-site support staff is responsible for support.

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Missing dictation

  1. Ensure the user has synced.
  2. Logon onto IQMed and select the Dictations tab to confirm whether the provider has sent the dictation. All dictations received by IQMax will be listed on this tab; for the selected provider.
  3. If the dictation has been sent to IQMax, it may be re-sent to the transcription provider.
  4. Check on the PDA for Held dictations. Held dictations are not sent on sync but are kept on the PDA until the physician changes the status to Send.
  5. Verify that the workstation where the user syncs is online and/or IQTray is not in Suspend mode.
  6. Contact transcription service for tracking of dictation.
  7. Dictation files are stored by IQMax for a maximum of 30 days and then deleted.

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How to recover a missing dictation and re-send

  1. Go to IQMedical.
  2. Go to Toolbox, Search dictations. Change group, Select customer, and select user of missing dictation. Search by the topics on the left.
  3. Once you have found the dictation you were searching for, check the checkbox next to the dictation record, click on perform operation at the top and choose transcribe.

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Cannot sync wirelessly

  1. Verify wireless is turned on the PDA and that the device has obtained an IP address.
  2. Verify that the PDA is getting a good wireless signal.
  3. Verify the IPSync wireless settings on the PDA
  4. Verify that all onsite wireless protocols, such as WEP or LEAP, have been properly configured on the PDA.
  5. Make sure that the wireless IQTray sync workstation is operating properly. This workstation will need to be configured to allow the access points to communicate with it via the wireless infrastructure.
  6. Make sure that IQTray is running and the red flag is not waving. Wireless infrastructure issues are not supported by IQMax and will need to be escalated to on-site wireless support.

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Wireless sync & receive error message

  1. Verify that the IQTray workstation is operating properly.
  2. Verify that IQTray is running on the wireless sync server/workstation.
  3. Make sure wireless is enabled on the PDA.
  4. Verify that the IP address of the IQTray wireless sync station has not changed.

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When using stylus, items being pressed are not executing and/or items offset from point of stylus are being executed.

  1. For Palm, select Personal preferences and use digitizer to re-calibrate stylus touch points.
  2. For Pocket PC, select Settings > System tab > Screen > General. Choose the option to Align Screen.

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IQTray isn’t running on sync workstation

  1. Verify that the IQTray icon is in the system tray. If not, restart the IQTray application and verify that the icon appears in the system tray.
  2. Verify that the account logged in to the workstation has proper rights to run IQTray.
  3. If IQTray needs to be re-installed, contact the IQMax Help Desk.
  4. IQTray must be installed under a full administrator login account.

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Poor sound quality on PDA or at transcription service

  1. Ensure user is dictating with microphone facing towards the user and approximately 6 – 10 inches away from the users mouth.
  2. Check volume controls on PDA
  3. Make sure the microphone on the PDA is not covered up by the users hand when dictation.
  4. Adjust the auto gain control and record test dictation to determine the correct setting. Some PDA manufactures will allow the auto gain control to be turned off and allow the mode to be changed to Quiet, Normal or Noisy, for example. These settings may need to be adjusted on a per user basis depending on how the user speaks into the PDA/Device.
  5. Try dictating on different PDA to determine if PDA microphone is defective.
  6. Talking too close to the PDA can over run the microphone and produce poor voice quality.

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Install IQTray application on client workstation

  1. The IQTray application may be downloaded from www.iqmax.com.
  2. If this is a reinstall, be sure to uninstall program within the Control Panel add/remove programs. Then you must rename the old IQTray folder on the C drive to IQTray.old before reinstalling new IQTray.
  3. Also, be aware of possible proxy and firewall settings.
  4. Workstation OS updated with latest service pack, USB drivers and BIOS update
  5. Workstation OS and BIOS updates are the responsibility of the onsite technical support staff
  6. USB driver updates may be downloaded from Microsoft’s website.
  7. IQTray requires the latest BIOS updates and SP 4 for Windows 2000. For XP there is not a SP requirement. Refer to the IQTray installation guide for downloading, installing and configuring.

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PDA won’t update software

  1. Remove and re-insert the MMC card into the PDA.
  2. Send image of card to have it recommissioned.
  3. Remove the MMC card from the PDA, and reset the PDA. After the PDA has been reset, re-insert MMC card and update software.
  4. If soft resetting the PDA does not correct the issue, hard reset the PDA and re-insert the card. The auto install will update the device with the latest software version during the installation process.

When the PDA is hard reset all the personal information on the PDA will be removed/deleted. IQMax is not responsible for any lost personal data on the PDA if hard reset by on-site support staff.

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Missing dictation on the PDA

  1. Validate users knowledge of application usage.
  2. Check outgoing work on PDA (select the workbox, ‘eyeball’, on IQDesk – then select outgoing work)
  3. Check Held dictations.
  4. Sync MMC card and verify the dictations in IQMed.
  5. Verify that the correct MMC card is being used. Note that any dictations that are completed will display a check mark next to the patient name on the schedule.

Once IQMax has received the sent dictations a message is sent to the MMC indicating that the next time the MMC is synced to remove the sent dictations from the card.

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Patient schedule/rounds not displaying on PDA

  1. Make sure the card has been recently synced.
  2. Check date setting on PDA. IQDesk utilizes the PDA/Device system date.
  3. Check date selected on IQSpeak
  4. Make sure Appointments or Rounds are selected to view on IQSpeak, depending on the type of patient list provider is working.
  5. Make sure correct location is selected in IQSpeak. Provider may have multiple locations that patients are seen. Depending on the day, they may be seeing patients a only one location, so if another location is selected no patients will be displayed.
  6. Check IQMed to determine if the provider has patients for the date in question.
  7. Check the IQTray workstation that is used to transport schedule/rounds data to IQMax to ensure that is on line.
  8. If user has not synced MMC in 5 days or longer, sync the card a second time. The users profile will be purged from the IQTray workstations that they sync the MMC at on a regular basis. The first sync will allow the workstation to recognize that the user has a valid account and the second sync will pull any schedule updates.
  9. Make sure we are receiving schedule from the customer.

If the PDA/Device is hard reset, the date/time are set to the manufacture date. (ex. 1/1/2002)

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Shared patient schedules not displaying on PDA

Check schedule share configuration to ensure proper matching. The client should provide list of providers that are sharing other schedules.

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Sync error received during sync

  1. Verify that the IQTray workstation is operating properly.
  2. Ensure that the user logged in has rights to eject removable media, run check disk and can read/write to the..program filesIQTray folder.
  3. Exit application and restart.
  4. Verify proper physical connection of the card reader in the USB port. Remove MMC, unplug the reader for 10 – 15 seconds then re-inset into USB drive. Try syncing the MMC again.
  5. May require a recommission of card.

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When syncing wirelessly and receive error message “Your prior sync did not complete successfully”

  1. Ensure the user has a valid connection to the internet on the PDA.
  2. Try syncing the MMC.
  3. Sync the MMC at the wireless sync station via a MMC reader.
  4. Recommissioning the card may be necessary.

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When trying to send a dictation and you receive “No IQIPSync servers have been defined!” (For users that are not syncing wirelessly)

  1. Tap ok to close the message
  2. Select “Options” and “IQSpeak Options”
  3. Click the drop down menu in “IQSpeak Settings” and set to “Queue for later sync”
  4. The dictation will be sent during next sync. For users that sync wirelessly, select “Settings” on the IQMax main screen then tap “IPSync Settings” to set up a sync server.

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User cannot see full patient list

  1. Make sure user has recently synced.
  2. Uncheck Hide Sent to view patients that have already been dictated on.
  3. Click “Options” and select “Scroll Bar”.

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When the user taps dictate and you see ”Please wait searching records”

  1. The last view selected was “Search Results” this will cause the application to search for the last criteria entered in the “Find” option.
  2. Select “Appointments”, “Rounds” or “My Patient” before exiting the IQDesk application.

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User doesn’t see the IQDesk Icon in the start menu

  1. Select start > Programs > File Explore > My Device > IQMax folder.
  2. Tap and hold the IQMax icon and select copy.
  3. Switch back to My Device > Windows folder > Start Menu
  4. Tap and hold the screen and select paste. This will place the icon in the Start Menu.

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Set up new users

The procedure for setting up new users varries. Please contact IQMax directly for assistance or more information.

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Set up new sync workstations

  1. See IQTray setup guide to assist user.
  2. Customer needs to provide: workstation description (name and location) and workstation OS and Service Pack version.
  3. Set up workstation description.
    1. Go to your customer and select the icon for Edit Exchange Clients.
    2. Click on the plus sign towards the top and middle of page.
    3. Make sure you fill in the correct facility and description for the workstation. Click next.
    4. If this is not a transport workstation, click on the middle two boxes and click next.
    5. Please verify the latest software version is queued by clicking on the pencil/paper icon next to the desired workstation.

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Error message on sync

Please contact IQMax directly for assistance or more information.

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Error message on PDA

Please contact IQMax directly for assistance or more information.

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Interface issues

Please contact IQMax directly for assistance or more information.

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Retransmit dictations that have been backed up from database (more than “XX” days old)

  1. IQMax stores dictation files for a maximum of 30 days.
  2. Verify dictations on MMC card image.
  3. Check in IQMedical to compare what you see on the image is on an IQMax server.

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Software updates

Whenever there are software updates to IQMax software, you can set for the user to receiveon next sync.

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A user has duplicate dictation ID’s

  1. We become aware of this when we get an error message on the monitoring page under Overall System Status-Inbox.
  2. The card or cards this user is using will need to have images sent and 1 card commissioned. If there are additional cards, they need to be formatted. You cannot have a single account for a user on more than one card.

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Questions regarding Hardware/PDA’s that are not on the IQMax Certified List.

For any MMC, card Readers, and PDA/Device that are not certified by IQMax, contact the IQMax Regional Account Manager to request certification of non supported devices.

A request does not confirm that IQMax will certify any hardware; it will be reviewed for compatibility.

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IQTray keeps asking for user name and password after install

  1. Check permissions on IQTray folders.
  2. Check properties of IQtray.cfg and IQTray.kc.
  3. Go security tab on IQTray folder (right click choose security and sharing tab), right click on start and choose explore, go to Tools, folder options, view, go down to simple file sharing and make sure it is unchecked.

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Tips when reinstalling IQTray on a workstation that has had a previous install

When you need to reinstall tray and there is already tray installed, DO NOT delete the directory on C drive. Rename. Uninstall from Add/Remove programs in Control panel.

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How do I know if I have admin rights

  1. Right click on My Computer and click on manage. Computer management screen will pop up.
  2. Click on Local Users and Groups, choose Groups, and double click on Administrators.

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