HS/CS PACS Troubleshooting

Medisurf           Support

INDEX

  • System minimums
    		•  Pg 1
  • PACS ICON is not on the desktop
    		•  Pg 2
  • Other Java based applications not working properly (CAS, Tracemaster, Peoplesoft, etc)
    		•  Pg 2
  • Page cannot be displayed or Test PACS is displayed
    		•  Pg 2
  • Internet Explorer crashes immediately after the login button is clicked
    		•  Pg 3
  • Clicking “Login” causes page to change, but nothing else happens
    		•  Pg 5
  • Change Password fails
    		•  Pg 5
  • Login fails
    		•  Pg 6
  • ICONS are missing in Archive List
    		•  Pg 7
  • Cannot find the patient or study for which they are looking
    		•  Pg 8
  • Application crashes when loading images and/or user gets Java “Out of Memory” error
    		•  Pg 9
  • User cannot view image(s) previously saved using PACS
    		•  Pg 10
  • Images display with multiple colors
    		•  Pg 11
  • Missing columns in the Archive Explorer
    		•  Pg 11
  • Changes to the filter or columns are not remembered the next time I log in
    		•  Pg 11
  • Half of monitor is greyed out or mirrored
    		•  Pg

    Any problems outside of these are to be triaged to Bob Webb’s (rcw9r) Remedy queue

     

    1. System minimums:
      These are the minimum system requirements to run the Medisurf application.  For suggested specifications for PACS Efficient or PACS Intensive workstations go to http://www.healthsystem.virginia.edu/internet/radiology/computingsupport/ViewingSpecs.cfm
      1. 600 MHz
      2. 512 MB RAM
      3. 64 MB video RAM
      4. 24 bit color depth
      5. 1024X768 video resolution
      6. Sun JRE 1.4.2_05 installed with the following Runtime Parameters set by the PACS app
        -Xmx350m -Xms64m -Xincgc -XX:NewSize=8m -Dsun.java2d.noddraw=false -Dsun.java2d.ddscale=true -Dsun.java2d.ddoffscreen=true

        7. *Note – the –Xmx switch sets the memory “sandbox” for the java runtime instance and may be set different based on the systems available memory

       

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    2. PACS ICON is not on the desktop

      3.  

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    3. Other Java based applications not working properly (CAS, Tracemaster, Peoplesoft, etc)
      1. In Internet Explorer, go to Tools->Internet Options
      2. Click on the ‘Advanced’ tab
      3. ‘Use Java 2 v1.4.x for <applet> (requires restart)’ under ‘Java (Sun)’ should not be checked



      4. Run \\hscinstall\scripts\code\pacs.lnk or click on Start=>Run then type ‘pacs’ to correct the problem

       

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    4. Page cannot be displayed or Test PACS is displayed


      5. Production PACS


      Test PACS

       

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    5. Internet Explorer crashes immediately after the login button is clicked
      1. For XP systems only, otherwise continue to B.
        • Ensure the “Disable script debugging” box in IE - Internet Options - Advanced is checked


      2. Caused by Java Runtime –Xmx parameter being set too high for the amount of available memory.  Use one of the 3 following procedures and follow with a restart of all open IE windows.

        • Reinstall the JRE using \\hscinstall\scripts\code\pacs.lnk

        • Reset the Java Runtime Parameters manually (requires administrator privileges)

          1. Open Java Plug-In in Control Panel
          2. Click the Advanced Tab
          3. Make sure JRE 1.4.2_05 is selected
          4. Adjust the –Xmx switch to a lower value
        • Reset the Java Runtime Parameters using PACS (requires administrator privileges)
          1. From PACS home page click on “Administration” link
          2. Click on “Set Medisurf JAVA Settings”



          3. In the security warning box.:
            1. Check the Always Trust content from Algotec Systems LTD box
            2. Click Yes
            3. Click Close


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    6. Clicking “Login” causes page to change, but nothing else happens
      1. Is the Logout button displayed?

        • NO - Sun Java Runtime Environment (JRE) 1.4.2_05 is not installed.
        • YES - Logon box is hidden by this or other windows.
          • Use Alt-Tab to get to the Algotec ICON  (It does not show up on the Start bar)

       

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    7. Change Password fails
      • PACS uses the HSCS e-mail change password page – contact Help Desk




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    8. Login fails
      1. Getting “User name or password is incorrect?
        1. Check caps-lock
        2. Verify User ID
        3. Reset password in HSCDOM active directory
      2. Getting “User XXX missing data within repository” error?




        1. For users in the Radiology OU, triage to Bob Webb's Remedy queue or contact PACS Support
        2. Check the active directory for these two groups for the user
          • pacs_role_medctr_standard
          • the other should start with pacs_group_medctr_


          1. None – User may not have permission
            • Ask user if they have submitted an HS/CS Access Request Form?
              • No – direct user to complete the form
              • Yes – Triage to Security
          2. One – Triage to Security
          3. Two – Triage to System Administrator: Bob Webb (rcw9r) 3-2601

            or contact PACS Support

       

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    9. ICONS are missing in Archive List



      10. Normal view


      Missing ICON on top row - left middle


      • Desktop resolution is below 1024x786
      • The users has resized the application window too small

       

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    10. Cannot find the patient or study they are looking for

      The user either has a bad query or the data is not available in PACS.
      • Have the user perform the following steps to show all studies for the desired patient:


        PACS Archive List Window (Main Window)


        1. Clear ALL filter fields by clicking “Search” under UVA-PACS in the “Archive List” tree.
        2. Enter the correct MRN in the Patient ID field (always 7 digits with preceding 0’s if necessary)
          • Note, Some patients have multiple MRN’s so the user may have to look under the alternates.
        3. Not found – The required data is not in PACS, triage to the System Administrators Remedy queue  Bob Webb (rcw9r) or contact PACS Support

       

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    11. Application crashes when loading images and/or user gets Java “Out of Memory” error


      12. This is caused by not having Java Runtime Parameters updated correctly.  Have the user retry the load.  The user should see the following dialog:
      • numbers may be different
      • OK button may not be present
      • The user would have had to click Continue to encounter the crash

      1. If the OK button is present the Java Runtime parameters are not entered in the Control Panel
      2. If OK is not present, run \\hscinstall\scripts\code\pacs.lnk
      3. If the above remedies do not work, have the user do the following:
        • If multiple studies were being loaded, try one study at a time
        • Use compression to limit the files sizes
        • Load individual series from the study
        • Add memory to the pc

       

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    12. User cannot view image(s) previously saved using PACS

      13. User most likely saved image(s) in DICOM format

      Have user view image(s) by either:

      1. Use Medisurf by clicking “My Computer” in Archive List.
        1. To change the directory to be searched Right-Click “My Computer” to get the context menu
        2. Click “Change Directory” and browse using a standard Windows search dialog.

      2. Use a 3rd party DICOM viewer.
        (Osiris viewer is available from http://support.radio.virginia.edu/pacs)

       

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    13. Images display with multiple colors
      1. Set Windows Display Setting to at least 24-bit color
      2. Disable Smart Dithering in IE
        1. Click Tools menu
        2. Click Internet Options item
        3. Click Advanced
        4. Click Multimedia
        5. Uncheck Smart Image Dithering

       

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    14. Missing columns in the Archive Explorer

      15. This version allows users to hide columns with some hidden by default. 

      1. Right click on the column header to get the context menu

      2. Select Field Chooser

      3. Add and/or remove columns as desired.
      4. These changes are only remembered for the current session.  To save them permanently the user must save the settings as a New Folder from the same context menu.

       

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    15. Changes to the filter or columns are not remembered the next time I log in.

      16. Filter and column changes are only remembered for customized folders.  The user must save a new folder anytime they want a permanent change.

      1. Make the required changes, testing any filter changes.
      2. Right click on the column header to get the context menu

      3. Select “Save Filter as Folder”

       

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    16. Half of monitor is greyed out or mirrored


      17. Caused by multiple display outputs or SMS monitor mirroring driver.
      1. Disable unused display outputs
        • Disable AGP in BIOS
        • Disable extra display outputs in the operating system
      2. Disable SMS monitor mirroring device
        • Boot into Safe Mode
        • Open Device Manager
        • Uninstall "SMS monitor mirror" under "Display Adapters"
      3. If neither solution resolves the problem, reghost the station