[Revised Jun 04]
Some specific known problems are described first, followed by problems that have less obvious causes.
SPECIFIC PROBLEMS
Invoice garbage or unreadable.
First check the invoice file c:\phcypro\edi.dat (though this file wont necessarily exist as some wholesalers (such as API) use their own file format). This will show you if the file is "garbage", or not received, or received but with duplicated characters.
If completely garbage: Check with the wholesaler to see that the correct invoice format is being sent.
If the format is correct, or some of the data looks correct, suspect line noise. Likely causes are faulty phone lines, modem cable, modem, com port.
If not received: Check that this wholesaler provides an invoice service and has switched it on for this pharmacy. If so try reconfiguring the modem, and re-installing the modem software.
Invoice treats o/s items as 'delivered'
See separate topic
Invoice has Duplicated characters.
Invoice is seen to come up on screen, but some of the characters seem to be duplicated. E.g. 123456' shows as '112233445566' or partly like this. .
Possible causes: Once you have verified that this is the problem, (this can be verified by editing the edi.dat file). The usual cause is that the parity settings in the comms software are incorrect.
They should be set 8, None, 1, and for Sigma to 7, Even, 1.
Busy answer every time.
Can be caused by insufficient wait time on dialing. Insert "1W' or "2W" on the dial string.
"Busy' frequently, but not always
Wholesaler's lines are overloaded. Try again later.
Carrier No Carrier message.
Wholesaler modem probably not answering. Try dialing the wholesalers modem line with a standard voice phone and see if it gets answered by the wholesaler modem. If not then it is also not answering your modem so 'no carrier'. Contact the wholesaler and ask them to reset the modem.
Comms program does not load
After selecting 'Transmit' and possibly seeing a message, 'Control passed to comms program', it skips straight to the following section without transmitting the order.
Modem dead after power surge
Shut down the computer, turn off the computer, modem and all equipment to reset everything then turn back on and try again. If this fails the modem has probably been damaged by the power surge, to which they are more vulnerable than most computer hardware... call hardware service agent.
O/s items not notified as o/s.
See separate topic
Second (and subsequent) order attempt fails.
If the first order can get through usually, but subsequent attempts to send an order fail, it is usually due to a previously used program (such as a Banking program, Internet or Email program etc) not releasing the modem for use by other programs. This is particularly likely with DOS programs. If this happens the modem and ordering system will appear to work as normal ie. You will hear the modem dial out to the wholesaler and it might even connect but eventually it will fail & disconnect.
Solution; close the other program. If it is a DOS program and won't respond, you may have to crash out of it by pressing CTRL-ALT-DEL and then ending the task in which case you will also need to reset the modem port.
1) Right click on the "My Computer" icon. [You might have to minimise 'RxOne' first, in order to see the My Computer icon.]
2) Select properties from the menu
3) From the system properties menu select the "Device Manager" tab.
4) Click on the "REFRESH" key at the bottom of the device manager screen. When the mouse "egg timer" finishes select OK to exit.
5) Return to the 'RxOne' order screen and try transmitting the order again.
NON-SPECIFIC PROBLEMS
Diagnosis depends on careful consideration of what stage is failing, and with what symptoms;
The internal steps, and things that could go wrong, are;
1. Pharmacy program makes up the order.
If it fails;
- It will be obvious as there will be nothing displayed 'to order' if the program fails to make up the order.
- If items to order are displayed, the pharmacy program is making up the order.
2. User selects Transmit
Transmit button.
If this fails;
- A message like 'Access denied' or 'Program already in use' means that the comms. program is still running from a previous attempt, so shut everything down and restart.
- If the comms. program appears, the pharmacy program has passed control and any failure must be external to the pharmacy program.
3. COMMs program initialises the modem.
If this fails;
- The Comms program will advise 'Modem not found' or similar.
- If so, Is the modem switched on (are some lights lit?)
- Is the computer-to-modem cable is plugged in both ends?
- If still no go, turn the MODEM itself off/on to initialise it.
Note; If the comms. program is set up wrongly for the modem it will always fail, so a single successful transmission proves that the modem set up is correct.
4. Modem connects to the phone.
Failure to connect is a common cause of random failure, see 'Random failure' below for solution.
If the modem connection fails;
- Check that there is no-one else on the line.
- Check that the phone is working (you can often hear the dial tone from the modem) - The comms program will usually advise, 'No dial tone', 'No phone' or 'No Carrier'. - - Check that the cable from modem-to-phone is connected both ends.
5. Modem dials the wholesaler
The comms. program looks up the wholesaler number, picks up the phone, waits for a dial tone, and dials out. You can often hear it dialing through the modem and hear the wholesaler modem answer. This step is a common source of random failure, see 'Random failure' below for solution.
If the modem is unable to reach the wholesaler;
- Can you hear a dial tone?
- Is the wholesaler's phone engaged? A modem phone call can fail for the same reasons as a voice phone call, and this does not indicate anything wrong. After a failed call, If the Comms. program does not shut down and return control to the pharmacy program, use <ctrl> + <alt> + <del> and accept 'End task' on the Comms. program before trying again (or it will fail because the phone is still held by the previous attempt).
Note; A wrong number will always be wrong, so a single successful transmission proves the wholesaler number is correct (unless the wholesaler changes their number, of course).
- Does it answer (try with a voice phone and see if it answers) and provides a carrier.
6. Wholesaler answers
The wholesaler's computer answers, and they 'handshake', and latch on. This can often be heard as a series of tones and crackles, like a fax machine.
This step is a common source of random failure, see 'Random failure' below for solution.
If it fails;
- The wholesaler computer's lines might all be engaged.
- The wholesaler computer may be overloaded.
- The Pharmacy Comms. package may be set up wrongly, the wrong speed etc. If so, every transmission will fail so a single successful transmission rules this out.
7. Wholesaler computer accepts pharmacy
Once connection is established, the Comms. program sends the order containing the pharmacy header and items to order. They will be seen scrolling across the screen.
If it fails;
- If the header is set wrongly the order will go to the wrong pharmacy, or be rejected. The header will always be the same, so a single successful transmission proves that the header is correct.
- If it occasionally latches on, but is then dropped, the usual cause is noise on the phone line, either at pharmacy or phone system end, OR some wholesaler systems just drop the carrier if they do not get a valid header. This is an occasional cause of random failure, see 'Random failure' below for solution.
8. Invoice
If provided by the particular wholesaler, an invoice file is available for collection later, usually 10 minutes later.
If invoice collection fails;
- The wholesaler computer may have had a problem with the order. This is a relatively common cause of random failure, see 'Random failure' below for solution.
- Or may not know that invoice is required. As this will not change, a single successful invoice rules this cause out.
9. Disconnect
The wholesaler computer hangs up, the Comms. program hangs up, and control is returned to the pharmacy program which reappears on screen.
If it fails to disconnect;
- If the carrier is dropped early, it is possible for the Comms. program to remain connected and control not to be returned to the pharmacy program. In this case use <ctrl> + <alt> + <del> and accept 'End task' for the Comms. package and the pharmacy program should reappear. If necessary, turn the modem off/on to reset it. This cause could result in random failure, OR failure to disconnect every time.
- The pharmacy phone/modem/Comms package may not be set correctly to disconnect. As this will not change, a single successful 'hang-up' eliminates set up as a cause.
10. Process invoice
When the order is 'delivered' (but not immediately on receiving the invoice, only on delivery) the pharmacy program will adjust the order according to the invoice.
If it fails to adjust the order;
- The invoice may not have been sent, due to wholesaler computer overload or problems. This could be random or happen every time.
- The invoice file may have become corrupted during inward transmission, which would be random. Occasional faults are to be expected and do not indicate something requiring fixing.
- The invoice may be in the wrong format. This is quite common.
This would happen every time so a single successful invoice proves the correct format is being used (assuming the wholesaler has not changed it, of course).
Troubleshooting notes
Total failure... nothing has EVER got through. Usually caused by the Comms. program or the modem not being set up properly, or the 'header' code or wholesaler phone number being wrong. These will cause every transmission to fail, so a single successful transmission eliminates these causes.
Random success/failure It is unrealistic to expect all calls to get through, especially if placed at times when the wholesaler is likely to be busy and so all lines occupied. Such failures should not be reported as they are normal operation.
Genuine intermittent failure is usually caused by;
- Intermittent interference from other devices on the phone line (phone extensions, faxes, burglar alarm, EFTPOS). This is common, so remove them all and gradually add them one at a time to isolate the culprit.
Engaged phone. Make sure that all staff members understand that a modem phone call can fail for all the reasons that cause a voice call to fail, in particular busy lines, and that this is NOT a fault.
'Call waiting'. Symptom: Modem sometimes drops off line part way through transmission. Cure; if 'Call waiting' is installed on the line, always switch off by adding *52 to the start of the phone # (or as specified by your phone company).
Modem reset by other programs. Another program may use a different speed etc for the modem, causing the order to fail if sent later in the same day. Shut down the whole computer and turn the modem off and restart to isolate this as a cause.
Random 'noise' on the phone line. This can be caused by almost anything electrical, such as automatic door openers, fridges, flickering fluorescent lights, and is a common cause of apparently random failed transmissions.
General Line noise, most common in old buildings, may be heard as 'static' noise on some voice calls. Have the line fixed.
Trouble 'LOG'
The best approach to tracking down intermittent modem order failure is to keep a log for a few weeks, noting for every transmission (whether successful or failed);
1. Time and day of week.
2. Person placing the order.
3. Wholesaler
4. Successful or not
5. If not, was anyone else on a phone/fax/EftPos?
Usually, after a week, a pattern emerges and the cause is obvious.
Please note that none of these intermittent faults are caused by, or under the control of the pharmacy program. While the help-desk is very happy to advise possible causes, especially if there is a detailed 'Log', these are not faults in the pharmacy program and the help-desk cannot always find an answer to these problems over which it has no control. Most intermittent faults are solved by the user themselves, looking at their detailed log.
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