Troubleshooting

Below are the most common issues our users encounter.

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If your issue is not included below, please let us know by email at support@abtrace.co.

TPP Pipeline Setup issues

To setup the data pipeline in SystmOne you will need 3 things:

• the practice will need to be part of a strategic reporting organizational group.
• the user will need to have strategic reporting rights
• the user will need to be able to schedule jobs in SystmOne

Practice not part of a Strategic Reporting Organizational Group

If your practice is not part of a Strategic Reporting Organizational Group, you will need to create one (see steps below).

Once you have done so, you can email TPP and ask them to add your practice to the group you just created.

Template email:

Sent to: SystmOneSetup@tpp-uk.com
Suject: Strategic Reporting activation for [ODS CODE]

Body: 

    Dear TPP setup team,

    [NAME OF PRACTICE] ([ODS CODE]) is not part of any strategic reporting organisational group. 
    I understand we need to contact you to enable scheduling extracts please?

    Name of SR Organisational Group: [NAME OF THE GRoUP CREATED]. 
    Organisation ID: [ODS CODE]. 

    Could this be enabled please?

    Many thanks, 

How to create a Strategic Reporting Group

In SystmOne, head over to Setup > Organisation Preferences

Navigate to any location that makes sense (it doesn’t really matter where you create your new group, as long as it has some logical location)

And click on New Group (top right) . You will see a pop up, fill in the blanks as below.

• Group name: YOUR ODS CODE - strategic reporting
• Parent org group: Navigate to the right folder.
• Function: GP
• General description: Strategic reporting group for [YOUR ODS CODE]
• Make sure you tick the box “membership must be approved by your organisation”
• Make sure you tick the box “Strategic reporting group”
• Click OK
• Click OK
• Click Cancel

You then want to take a screenshot of where your new group is located, to make it easy for TPP to find you:

Check if your user has Scheduled Jobs rights

To check whether your user has Scheduled Jobs rights, head down to the search bar and type Jobs. You will see a mention of Scheduled Jobs appearing. Click on that; this brings you to the relevant section.

On the top left of the screen, there is a + sign, click on it and chose Strategic Reporting Job.

If you do not see any errors, a new window should open. This means you have the relevant rights.

If you do not have Scheduled Jobs rights in SystmOne, an admin within your practice will be able to give you the rights.

Check if your user has Strategic Reporting rights

You can check whether your user has the Strategic Reporting rights required by using the search function (at the bottom of IM1) and typing in the word "strategic".

If you see the options Strategic reporting download configurations or Strategic Reporting Downlod Audit, you're all set.

If you can't find the two modules mentioned above:

• Click on "Setup"
• Click on "Staff and organizational setup"
• Find the relevant user
• Click "Amend"
• Select the "Local access rights" tab
• Go to the "Data gathering" section
• Check that the Download strategic reporting extracts box is ticked.

If the user does not have the "Download strategic reporting extracts" box ticked, then a member of staff at the practice with appropriate rights (Caldicott guardian) will be able to grant this. This is usually the Practice Manager or GP Partner. If you need assistance with how to get these rights or establishing who the relevant admin user is, please contact us at support@abtrace.co and we will be happy to help.

Data transfers are not consistent / blocked

You will be able to tell whether the data is being sent to Abtrace by looking at the last updated date on the top right of the Abtrace Proactive Monitoring tool. If this date is more than 48h, your data pipeline is broken. This could be due to multiple reasons:

• the Gateway computer is being logged into by different users
• the Gateway computer is off
• the Gateway computer has been changed / modified by IT
• TPP is not setup to use high memory
• The Abtrace Proactive Monitoring tool is not running
• The Abtrace Proactive Monitoring tool is not updated
• the Abtrace Proactive Monitoring tool has crashed
• the Abtrace Proactive Monitoring tool is not configured correctly

The Gateway computer is being logged into by different users

For the Abtrace Proactive Monitoring tool to operate correctly, the Gateway computer should only use one windows user (a generic user).

If multiple Windows users log in to the Gateway computer, the Abtrace Proactive Monitoring tool might not be able to send the data across to Abtrace.

The Gateway computer is off

For the Abtrace Proactive Monitoring tool to work correctly, the Gateway computer should be turned on.

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Please make sure not to turn the Gateway computer off!

The Gateway computer has been changed / modified by IT

Periodically, the IT department might go through an upgrade/update/maintenance on the Gateway computer. When this happens, it is often the case that they forget to configure the Abtrace Proactive Monitoring tool to transfer the data.

If you know of any scheduled maintenance planned on the Gateway computer, please get in touch with support@abtrace.co. We can review the settings together.

TPP is not setup to use high memory

For SystemOne to be able to handle the daily extracts, the Gateway shortcut (usually on the desktop), needs to be configured to run on high memory usage.

To do this:

• find the Gateway SystmOne shortcut on your desktop
• right click on it > properties
• change the target field to: C:\apps\Tpp\rungenps.bat -Xmx1024m -Xskipmemorycheck

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Doing so might need admin rights. Please get in touch with your practice manager or IT department.

The Abtrace Proactive Monitoring tool is not running

To check whether the Abtrace Proactive Monitoring tool is running, check the bottom right of the screen (on the Gateway), next to the time.

Click on the arrow pointing up and look for the Red Abtrace Icon.

Double click on it to launch the app.

The Abtrace Proactive Monitoring tool is not updated

The update of the software should be automatic. In some cases though, the app fails to update itself.

To force the update of the Abtrace Proactive Monitoring tool, follow these steps:

• launch the Abtrace Proactive Monitoring tool
• login
• click on your initials (top right) > settings
• click on the Check for updates button.

If this doesn't work, head over to the portal, download the software again and re-install it.

The Abtrace Proactive Monitoring tool has crashed

To check whether the Abtrace Proactive Monitoring tool is running, check the bottom right of the screen (on the Gateway), next to the time.

Click on the arrow pointing up and look for the Red Abtrace Icon.

Double click on it to launch the app.

The Abtrace Proactive Monitoring tool is not configured correctly

Get in touch with support@abtrace.co if the data transfers section of the settings is blank. We will re-configure this with you.

Installation issues

"Windows protected your PC" alert

On some computers, you might see the following message when installing the software:

Simply click on More info followed by Run anyway and the installation will continue.

If you do not have the More info option, this would mean your IT department is blocking the installation. You will either need to try installing a previous version of the tool (email us for the installer) or ask them to whitelist the application.

I can't install the application

Some practices IT departments do not allow you to install unknown software. The error messages will vary, depending on the practice.

If this is the case, please contact them directly.

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They might need to go through a compliance exercise before whitelisting the application. Feel free to reach out to support@abtrace.co if this is the case.

Where can I find my encryption keys?

Encryption keys ensure your practice's data is encrypted and kept secure.

Your encryption keys should be stored somewhere securely as they will be needed for every new installation (on every new computer). If you don't have them at hand, please contact your administrator.

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Administrators: It is a good idea to share these keys with your users via email or by storing them on the practice's shared drive.

If you have misplaced your keys, you will be able to retrieve them from the Gateway computer, where the first installation took place.

On the Gateway computer, if you login to the Proactive Monitoring tool, you will be able to find them in the settings (To access the settings page, click on your user's initials (top right) and click on Settings)

I did not approve the Abtrace Proactive Monitoring tool in TPP

The first time you load a patient from SystmOne to the Abtrace Proactive Monitoring tool, you will be asked to approve Abtrace in SystmOne. If you clicked "Don't Approve" by mistake, do not worry. Follow the instructions below:

In SystmOne, click 'Setup' in the blue ribbon along the top of the window. Then, click 'Mobile Working & Integration' followed by 'Device Manager'.

Click the arrow next to 'Blocked' and find the Abtrace CDSS software.

Click on Approve Device and OK

Usage issues

Can't create an account, nhs.net email address needed

To use the Abtrace Proactive Monitoring tool, you will need an @nhs.net email address.

If your practice has a @[practice].nhs.net email address, please get in touch with support@abtrace.co; we will whitelist your domain.

Can't login to the Abtrace Proactive Monitoring tool

Are you on the HSCN? The portal/Abtrace Proactive Monitoring tool will only work if the device you are using is connected to the HSCN (formerly known as the N3).

"Patient not found" error

Witnessed behaviour: The tool keeps saying "Patient not found" yet I have approved the device in systmOne.

Expected behaviour: The patient should pull through from SystmOne.

Cause: This is, more than likely, due to the encryption keys. The encryption keys used on the user's computer are different from the ones user on the Gateway computer. This makes the translation of the patient's NHS number unrecognisable for systmOne.

Resolution: Make sure to update the encyrption keys on the user's computer to match the ones on the Gateway computer. This should resolve the issue.

The page is blank / Wrong network error

Are you on the HSCN? The portal/Abtrace Proactive Monitoring tool will only work if the device you are using is connected to the HSCN (formerly known as the N3).