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Explorys Incident Troubleshooting

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Access

  • Verify if user is in the ‘Explorys’ AD Group
    • If No, Service Request Needed to request access (IT Staff Gateway=Explorys:Add/Modify/Term user)
    • If Yes, create incident and assign to the Technical Management – Configuration team.
  • With their browser open – Select the ‘gear’ icon in the upper right hand corner of IE.
  • Select the ‘Compatibility View Settings’ option
  • Un-Check the box next to ‘Display intranet sites in compatibility view’
  • Select ‘Close’
  • Try re-launching Explorys
  • If the issue persists, create an incident (Configuration Item=Explorys; Assignment Group=Analytics Explorys)
  • Verify if they are using their Network ID/Password (verify it is not locked)
  • Verify if the user is in the ‘Explorys’ AD Group
    • If No, Service Request Needed to request access (IT Staff Gateway=Explorys:Add/Modify/Term user)
    • If Yes, create incident and assign to the Technical Management – Configuration team.
  • Create an incident (Configuration Item=Explorys; Assignment Group=Analytics Explorys)
    • Document what application they believe is missing
    • Capture contact information so a User Administrator can contact them.

Browser

  • You must use breadcrumbs within the application versus the browser’s back button, otherwise it may result in the user getting exited from the application.

Data

  • Create an incident (Configuration Item=Explorys; Assignment Group=Analytics Explorys)
    • Document a patient example and why they believe it is incorrect.
    • Capture contact information

Error

  • Create Incident (Configuration Item=Explorys; Assignment Group= Analytics Explorys)
    • Document actual error received/Screen Shot if possible
    • Document what application the user was in when received (Measure/Inform/Registry/Patient Search)
    • Document steps they performed leading up to the error

Log Out

  • The Explorys application does not contain a Log Out feature for those who are set up as Single Sign On (SSO) – This would impact any KPN user.  They can close their browser to exit the session.
    • Timeout window for Explorys = 30 minutes

Measures

  • Create an incident (Configuration Item=Explorys; Assignment Group=Analytics Explorys)
    • Document what measure they believe is incorrect.
    • Document their comments on why they believe it is incorrect and what they potentially compared the data to.
    • Capture contact information

Wrong Results

  • Create an incident (Configuration Item=Explorys; Assignment Group=Analytics Explorys)
    • Document what they believe should be present if missing
    • Document what they believe is incorrect
    • Capture contact information so a User Administrator can contact them.