Troubleshooting SystmOne

I don't have the 'PATCHS SystmOne Agent' icon on my Gateway machine desktop

In many cases the PATCHS SystmOne Agent will have been deployed to your Gateway machine by your local IT team. If this is the case please check with the IT team.

Otherwise, please see Installing and running the PATCHS SystmOne Agent on your TPP Gateway Machine for the download link. You will need administrator access on your Gateway machine to install the agent.

Where do I download the SystmOne settings file?

To download the settings file:

  1. log in to PATCHS (you must have PATCHS Admin permissions)
  2. click on your name at the top-right of the screen and select 'Edit Practice' from the dropdown
  3. Go to the 'TPP Installation' tab
  4. Click 'Generate new config file'
  5. Enter the Windows username that you use to log into the Gateway machine
  6. Click 'Generate'

This will download a file, called 'agent.yml' to your Downloads folder

When I run the PATCHS SystmOne Agent I get an error message

The most common error you might see when starting the PATCHS SystmOne Agent for the first time is shown in the screenshot below:

patchs_agent_error.png

In this case the error is because the agent cannot find the settings file you downloaded (please see Installing and running the PATCHS SystmOne Agent on your TPP Gateway Machine step 3). To fix this, do the following:

  1. Delete any existing 'agent.yml' files in your Downloads directory
  2. Generate and download the settings file in PATCHS
  3. Copy the file to your user home folder as shown here:mceclip0.gif
  4. Close and re-open the PATCHS SystmOne Agent

When a patient is registered they are shown as 'Not Known'

If a patient is shown with a yellow question mark (see below) this means they have not yet been matched against the clinical system.

patient_not_known.png

If you click on the patient and see 'Searching for patient in clinical system' (see below) if PATCHS cannot connect to the clinical system to check the record.

patient_searching_in_clinical_system.png

To fix this issue, please check the following:

  1. Check that there is a green 'tick' in at the top of the page in PATCHS.
    agent_status_icon_-_Copy.png
    If you see a cross or do not see a tick, please check that your Gateway machine is switched on, the PATCHS SystmOne Agent is running, and SystmOne is logged in on the Gateway machine.
  2. Check that the user logged into SystmOne on the Gateway machine has 'Retrieves Patients' and 'Saves Records' in the Local Access Rights setting in SystmOne (please see video below)
    mceclip0.gif
  3. Check that the user on SystmOne has not blocked PATCHS. On the Gateway machine, in SystmOne go to 'Setup' > 'Mobile Working & Integration' > 'Device Manager' and check the 'Blocked' folder to make sure that PATCHS does not appear mceclip0.png

 

Once you have checked the above, you can trigger another lookup by adding the patient's NHS number and clicking 'Update'. 
add_nhs_number.png

If you have already added an NHS number, you can also trigger another lookup by clicking the 'Refresh' button next to 'Searching for patient in clinical system...'

Patient requests are not being filed to the record

  1. Check that there is a green 'tick' in at the top of the page in PATCHS.agent_status_icon_-_Copy.png
    If you see a cross or do not see a tick, please check that your Gateway machine is switched on, the PATCHS SystmOne Agent is running, and SystmOne is logged in on the Gateway machine.
  2. Check that the request is from a patient who has been matched with SystmOne. You can tell this because you will see the following two options when you come to save the request:
    mceclip0.png
    PATCHS will only save the request directly to the clinical system if you click 'Complete message & save to clinical system'
  3. Check that the user logged into SystmOne on the Gateway machine has 'Retrieves Patients' and 'Saves Records' in the Local Access Rights setting in SystmOne (please see video below):
    mceclip0.gif

  4. Close PATCHS SystmOne Agent on the gateway machine and open it again.

The connection between PATCHS and SystmOne keeps dropping

  1. Please check that someone is always logged in to your Gateway machine and is logged in to SystmOne
  2. Please check that no one is accidentally closing the PATCHS SystmOne Agent software
  3. Please check your Gateway machine's hiberation/sleep settings, as follows:
    1. Search for 'Power & sleep settings' in the Windows search bar and click on it
      mceclip1.png
    2. Go to the 'Sleep' section and ensure that 'When plugged in, PC goes to sleep after' is set to 'Never'
      mceclip0.png