Powerscribe 360 Reporting Troubleshooting Guide

Summary

PowerScribe® 360 | Reporting
Troubleshooting Guide
The latest version of this manual is available from the
Oracle iSupport Library

PN 889672 September 24, 2015
PN 889672 ii
PN 889672
Printed in U. S. A. September 24, 2015
Trademarks
Nuance®, the Nuance logo, Dictaphone®, Dragon® NaturallySpeaking®, PowerScribe®, RadPort™, and
RadWhere™ are trademarks or registered trademarks of Nuance Communications, Inc. or its affiliates in the United
States and/or other countries. All other trademarks referenced herein are trademarks or registered trademarks of their
respective owners

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may be reproduced, transmitted, transcribed, stored in a retrieval system, or translated into any language or computer
language, in any form or by any means, electronic, mechanical, magnetic, optical, chemical, manual, or otherwise,
without the prior written permission of Dictaphone Healthcare Solutions, Nuance Communications, Inc., 1
Wayside Rd., Burlington, MA 01803

Copyright © 2011 Nuance Communications, Inc. All rights reserved

Disclaimer
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NOT LIMITED TO, THE IMPLIED WARRANTIES OF MERCHANTABILITY, FITNESS FOR A PARTICULAR PURPOSE, OR
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recommendation

iii PN 889672
Table of Contents
Table of Contents . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . iv
Troubleshooting Client Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
Client Installation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
Install Wizard Interrupted . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-1
Application Launch Failures. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Client Closing Unexpectedly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
All Workstations Fail to Launch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-2
Individual Workstations Fail to Launch. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-3
Client Latency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5
Latency at Log-In. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-5
Latency When Signing. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-6
Latency When Opening a Report. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-16
Latency is Random. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-17
Common Client Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-18
Client Hangs/Crashes When Playing Audio . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-18
Client Starts but Not Seen on Desktop. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-20
Error with Agfa PACS . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-21
How to Enable Client Logging . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-22
PX2008 HL7 Interface Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-26
Orders or Reports Not Transferring . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-26
Microphone Issues . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-29
Microphone Will Not Activate. . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-29
Microphone Disconnects Randomly . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-30
Microphone Just Stops Working . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-33
Microphone Latency . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . 1-35
PN 889672 September 24, 2015 iv
Troubleshooting Client Issues
Client Installation
Install Wizard Interrupted
"The wizard was interrupted before Nuance PowerScribe 360 | Reporting - Client could
be completely installed. The system has not been modified. To install this program at a
later time, run the installation again."
1. Verify the Philips Speech Mike software is not running on the workstation

 Exit the Speech Mike application from taskbar, and run the Client installation
again

2. Verify that the Microsoft Office Applications on the workstation are not open

 Close any Microsoft Word, Outlook, Excel, etc., opened documents, and run
the Client installation again

"Your system must be restarted due to another program install/uninstall."
This message indicates that the system restarted and you need to delete the
PendingFileRenameOperations key in the system registry

1. Launch the Registry editor

2. Navigate to the following destination

Computer\HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\
Control\Session Manager
3. Locate and delete the key named: PendingFileRenameOperations

PN 889672 September 24, 2015 1-1
Application Launch Failures
Client Closing Unexpectedly
Many Client failures and exceptions are caused from missing Microsoft updates

An example is the message "Client is Closing Nuance.PowerScribe360.exe…". This
issue occurs because of a known issue in Ole32.dll that
http://support.microsoft.com/kb/2541119 fixed

To address this issue, run and apply all current Microsoft updates

NOTE: If the system is V1.x, do not apply the .NET update for 4.5 and
higher

All Workstations Fail to Launch
If no, the issue is most like related to the IIS configuration and primarily the MIME
type is missing

You should review the Dragon log and look for the following:
09:05:26.536 Roaming: RoamingInternetCopySOptionsIni cannot copy soptions ini
file from http://AASJCSTLV398SQL/DragonUsers/luckt/current/soptions.ini to
C:\Users\luckt\AppData\Local\Temp\dra1838\current\soptions.ini error = 151 Server
return =404 Not Found
09:05:26.781 Roaming Error: Cannot copy options.ini file down from network
luckt\current\soptions.ini to C:\ProgramData\Nuance\Dragon SDK Client
Edition12\RoamingUsers\Default Server\Location_1\luckt\current\soptions.ini in
RoamingInternetAcousticNew error = 151 Server return =404 Not Found
The messages indicate that the Mime Type is missing from the IIS configuration

PN 889672 September 24, 2015 1-2
To resolve, add the Mime Type to the server as shown below

Individual Workstations Fail to Launch
If not, the issue is most likely local

1. Ask the user to launch PowerScribe 360 in standalone mode

2. Input the user log on credentials, by clicking the shift Key and then select login

This process forces the application to remove the local cache and to apply a fresh
copy of the user’s roaming profile from the server

If the user recently logged in and now cannot, this could be due to a failure during the
last log out because a file did not properly upload or was corrupted on upload

First Step
1. Rename the user’s local workstation cache to save it for later analysis, if needed

Client cache location: C:\program data\nuance\dragon 10 or 12\roaming\location
1 (if 2.5 default server\location1)\
The user’s cache will be in a folder with their login name

2. Ask the user to log in again

 If the user cannot log in, proceed to the next step

 If the user can log in and this is a repeated event (occurred before within 1
month), escalate to a Problem manager

 If the user can log in and this is not a repeated event, document the ticket and
seek Client agreement to solve it out

You should assist the user / admin to restore the user’s profile from the checkpoint

When you use this restore, the system will put a copy of the bad profile in the debug
folder on the server. The purpose of this is so it can be collected and sent to
development to review. This may provide Nuance with a way to improve the
application / system

PN 889672 September 24, 2015 1-3
To restore from checkpoint, you must go to the user’s profile in the Admin Portal

There are two possible selections to reset a user's profile: Restore Checkpoint
Acoustics or Entire Profile

It is best to choose Restore Checkpoint (Entire Profile)

If the user does not have a checkpoint, you should run the Profile Remediation Tool
against the profile and try logging in again. WHO?
If that does not resolve the issue, you will then have to choose the Delete Profile option

When the user logs back in, the user will have to re-train. Before choosing to delete the
profile, collect the profile from the server and local workstation and escalate to
development for analysis

Note: The user’s AutoTexts, auto corrects, and custom words added by
the Admin are NOT lost, as they are stored in the DB, not in Dragon

 If the user cannot log in, escalate to a Problem manager

 If the user can log in and this is a repeated event (occurred before within 1
month), escalate to a Problem manager

 If the user can log in and this is not a repeated event document the ticket and seek
client agreement to solve it out

PN 889672 September 24, 2015 1-4
Client Latency
Latency at Log-In
Error / delays when logging into Client may be due to Internet access not available for
the user logged in. When the Client launches it goes to the Internet to check the
certificate revocation list. This is a security feature in IE when the local machine has an
outdated list. Disabling the revocation check in production environments are not
recommended. Certificate revocation checking protects your clients against the use of
invalid server authentication certificates either because they have expired or because
they were revoked (e.g., when a server certificate was compromised)

To get the updated list, you can download it from Microsoft at:
http://support.microsoft.com/kb/2677070
As an alternative, your site IT can disable certificate revocation check-in for IE

Starting with IE 7.0, server certificate revocation check-in is enabled by default. This
feature can be disable by clicking Internet Options on the Tools menu, selecting the
Advanced Tab, and clearing the Check for server certificate revocation check box, as
shown below. You need to restart Internet Explorer for this setting change to occur

 If the issue is not resolved, escalate to a Problem manager

 If the issue is resolved and this is a repeated event (occurred before within 1
month, escalate to a Problem manager

 If the issue is resolved and this is not a repeated event, document the ticket and
seek Client agreement to solve it out

PN 889672 September 24, 2015 1-5
Latency When Signing
1. First, you can check if the user / site has “Save Audio” with report enabled. You
can turn this setting off, if it is not required by the Client’s workflow

This setting is available from Tools > Preferences > Dictation tab, Save audio with
report option

This setting only needs to be On if:
 Dictators save reports as a drafts and want to open them later on to complete the
report, and they want to hear the report audio. If the Save Audio setting is off
(False), the wave files are not kept

 Residents and the attending wants to listen to the audio that the residents record
and to approve the report

 Editors want to send notes back to the physician for clarification about a report,
and the physician wants to be able to listen to the audio. If the Save Audio setting
is off (False), the audio would be deleted when the editor clicks Finish

 Admins want to be able to listen to the audio through the portal, i.e., Quality
Checking edits

Note: The Save Audio setting does not have to be On just for the editor’s
workflow. The system will automatically save the audio to send to the
editor, but the system will delete the audio when the editor clicks Finish

2. Ask the user to test performance. Provide steps to do this

 If the issue is not resolved, go to the next step

 If the issue is resolved and this is a repeated event (occurred before within 1
month), escalate to a Problem manager

 If the issue is resolved and this is not a repeated event, document the ticket
and seek Client agreement to solve it out

Next Step
PN 889672 September 24, 2015 1-6
3. Check to see if the user has been running ACO/LMO

If you see the user has not processed ACO / LMO in the past two (2) weeks, but has
logged in and used the system in that time period, you should see if the ACO or LMO
failed

You can confirm the functionality from the RadPortal > Logs > ACO/LMO page. The
ACO/LMO page displays individual SUS jobs with a recent date

Jobs with Profile folder is not available in the Additional info field only indicates users
are scheduled in ACO/LMO but have not yet trained their voice profile

This message was removed starting in V3

PN 889672 September 24, 2015 1-7
Reviewing Exception / Failure Messages
1. If you find a profile that is still failing ACO or LMO, after running the Speech
Profile Remediation Utility, review the stack trace to determine the cause

All exceptions are logged to RadPortal. Jobs may be completing successfully, but
finishing with a state of 5 (Not Enough Data), which do NOT show in RadPortal

Exceptions are also logged to the Windows Event Viewer

If the user has not run ACO / LMO in a long time, verify the user‘s profile settings are
correct to allow data collection and upload

PN 889672 September 24, 2015 1-8

1. Rename the user’s local workstation cache to save it for later analysis, if needed. Client cache location: C:\program data\nuance\dragon 10 or 12\roaming\location 1 (if 2.5 default …

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Frequently Asked Questions

Why nuance powerscribe 360 reporting?

Meet the gold standard for radiology reporting. With an installed base of over 1,900 healthcare providers, proven radiology voice recognition software, and a collaborative partnership with the American College of Radiology, Nuance PowerScribe 360 Reporting is the most trusted and most efficient solution for radiology reporting.

Whats new in powerscribe 360?

PowerScribe 360 4.0 is now upgraded with Dragon for Radiology (v12.5), customised for radiology to improve the overall speech experience while limiting upgrade disruption. Combined with Nuance mPower Clinical Analytics, PowerScribe 360 is the most powerful, robust reporting platform available.

What does the powerscribe 360 error message mean?

When launching the Client in standalone or integrated, PowerScribe 360 displays an error message: "An error occurred initializing PACS. Please notify support. Invalid parameter specified for the log file path or logging level."

How do i restore the powerscribe 360 reportin g client?

When attempting to laun ch the PowerScribe 360