Troubleshooting SystmOne

Gwynneth Derere
Gwynneth Derere
  • Updated

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

In many cases the Patcs 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?

Follow the steps here to set up the integration: Installing and running the Patchs SystmOne Agent on your TPP Gateway Machine

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.

The 'Device Approval' pop-up in SystmOne does not give me the option to approve the connection

If you see the 'Device Approval' pop-up in SystmOne but it doesn't have an option to 'Approve', this is because your current user doesn't have permission to approve devices. To solve this, please:

  1. Log in to SystmOne as a user with administrative permissions
  2. Go to Setup -> Mobile Working & Integration > Device Manager
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  3. Look in the 'Waiting for Approval' or 'Blocked' folders for a device called 'Patchs' and mark it as approved.

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.

There are several possible reasons for this, depending on the message to you see when you click on the patient:

Searching for patient in clinical system is taking longer than expected

If you click on the patient and see 'Searching for patient in clinical system is taking longer than expected' (see below) then Patchs cannot connect to SystmOne. Please check that the agent is running and connected, then click 'Try again'.

Patient not found in clinical system

If you see 'Patient not found in clinical system':

  1. Check that the first name, last name and date of birth match SystmOne exactly. Patients are only matched to the clinical system if these details are the same.
  2. If this is a test patient, make sure that they are not marked as a test patient in SystmOne - the integration does not work with SystmOne test patients. 

An error occurred while searching for patient in clinical system

If you click on the patient and see 'An error occurred while searching for patient in clinical system':

  1. Check that there is a green 'tick' in at the top of the page in Patchs.

    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

 

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.
    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 for any error messages. Some common error messages are shown below in the 'When I try to save a request to the record I see an error message' section.
  4. Close Patchs SystmOne Agent on the gateway machine and open it again.

When I try to save a request to the record I see an error message

The solution  depends on which error message is displayed. Some common error messages are shown below.

The user currently logged into to SystmOne has blocked the Patchs connection. Please approve the Patchs connection in Device Manager in SystmOne

This means that the user who is logged into SystmOne on the Gateway machine has 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. If it does appear in the 'Blocked' folder, right click on the Patchs entry and click 'Approve Device'. Then select 'Yes' when prompted. mceclip0.png

The user currently logged in to SystmOne on the gateway machine does not have permission to read the patient record. Please amend the user's permissions in SystmOne and try again

This means that the user currently logged into SystmOne on the Gateway machine does not have 'Retrieves Patients' and 'Saves Records' in the Local Access Rights setting in SystmOne. To fix this, the user must be given these permissions in SystmOne (please see video below):
mceclip0.gif

Could not connect to SystmOne. Please check that the Patchs SystmOne Agent is running and SystmOne is logged in on your Gateway machine

This means that SystmOne is not running and logged in on your Gateway machine. Please log into your Gateway machine, start SystmOne and log into it.

Agent is connected but SystmOne is taking too long to respond to requests. This is usually temporary but if it keeps occurring please try restarting SystmOne on your Gateway machine

This error indicates that S1 is responding to requests too slowly. If it is intermittent, it could indicate that your Gateway machine does not have sufficient memory or CPU. If it is persistent, then please check that there are no dialog boxes open in S1 on the Gateway machine as this can block Patchs connections.

 

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'
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