Troubleshooting: Difference between revisions

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If [[CCMDB.mdb]] is not working correctly the program or the data repository might have become corrupted. This is not a big deal: the program is just a copy if the master version, and the data is backed up by you frequently.
This article is a list of troubleshooting actions data collectors can take if they run into problems with their laptop and/or data collection program.


It's not so easy to give examples of how you would know that something is corrupted, or whether it is the data or program side that is trouble. Generally:
== General problems ==
* if it is a problem with dropdowns or how the program ''works'', then the fault is in the program
# If a program on your computer has crashed, see [[Breaking out of a frozen program]]
* if the problem is with some of the data not being visible, or the program erroring as you scroll through the patient list, it's a problem with the data
# If your problem is related to printing, keyboard/mouse not working, network or email access:
#* reboot the computer
#* if still a problem, contact the [[Helpdesk]]
# If you are '''missing shortcuts''' on your desktop, [[Desktop shortcuts for collection laptops|refresh your desktop shortcuts]]
# If the problem is an '''error or something weird on your screen''', '''[[Taking a Screenshot|take a screenshot]]''' of the problem. Finish troubleshooting and then email the [[Laptop identifier]] (e.g. H9, S4 or G7), the '''[[Pat ID]]''' where this happened, and the [[screen shot]] to [[tech support]]. Also mentioned whether you managed to fix the problem and if so, how.
# If something doesn't show up on your screen and you are connected to your second monitor, make sure that monitor is powered on; if still nothing shows, disconnect from the docking station and check if things show up then.


If the program is messed up it was either corrupted or someone made inadvertent changes to it. If the data is corrupted, someone might have tried to enter something the program had absolutely no idea what to do with. The other option either way is that it was just one of those computer gremlins.  
== CCMDB problems ==
# If the problem is leaving you with a frozen program, then try [[Breaking out of a frozen program]] and restart [[CCMDB.accdb]] to see if it was only a glitch
# If there is a problem in [[CCMDB.accdb]] (e.g. with dropdowns or how the program ''works''), or if the program asks you '''if you want to save changes''' (you should never have to save changes in CCMDB.accdb), close out of the program and restart it.
# If there is still a problem, try '''[[Copying down a clean version of CCMDB.accdb]]'''.
# If there is a problem with patient data you have entered (e.g. diagnoses missing for patients, or the program produces an error as you scroll through the patient list), '''[[Compact-and-repair the data repository]]'''.
# If the problem is related to the data side of the local program (e.g. the error talks about a missing table or index or similar) then try [[CCMDB data.mdb restore from Regional Server]]. This would of course blow away any data you have entered since your last [[News and Backup]]  so make sure you try the other steps above first.


== Fixing a problem with the program ==
See also: [[Cognos downtime procedure]]
To fix a problem with the CCMDB.mdb program, just download a fresh copy from the [[Regional Server]].


To replace local laptop C:\ [[Ccmbd program\ccmdb.mdb]]
== If you can't fix it (downtime procedure) ==
# Make sure you are closed out of Access program
If you can fix you laptop problem through the steps about, no tech shows up, don't spend more than 30-40 mins on it.
# Get a new copy of the master version on the Regional Server
*Do not leave the work premise without manager permission
#* Double-click the [[Regional Server]] folder on your desktop
#* Go to '''Program'''\'''Master''' folder
#* Double-click the '''copy_to_local.bat'''; close out of the explorer window
#* Double-click on '''[[News and Backup]]'''
 
Try your program. Hopefully it works now, if not try [[#Fixing a problem with the data repository]].
 
=== Fixing a problem with the data repository ===
To fix a problem with the CCMDB.mdb program, use Access' "Compact and Repair Database".
Note: These instructions '''do not refer to your regular ccmdb.mdb''' that you can access from the desktop shortcut, you need to open the actual data repository which is stored elsewhere!
# Make sure you are closed out of Access program
# Open C:\ [[Ccmdb_data\ccmdb.mdb]] with usual password
#* because this is the data repository, your main form will not show up and you will only see [[L_files]]
#* at the very top of the Access program screen, click on '''TOOLS''' menu
#* select '''Database Utilities'''
#* select '''Compact and Repair Database'''
#* close out of  C:\ [[Ccmdb_data\ccmdb.mdb]] by clicking the "X" in the top right corner.
 
Now try your program from the usual desktop shortcut. If the error still persists, and you have not tried yet, try [[#Fixing a problem with the program]].
 
If neither of those fix the problem contact [[Tech Support]].


# If there is another laptop because someone is not working that day, please work on that laptop
# Use the time to review Wiki articles and catch up on latest. Answer questions or clean up article that needs clearer instructions. See [[Questions]] for a list of questions.


== Related articles ==
{{Related Articles}}


[[Category: IT Instructions]]
[[Category: IT Instructions]]
[[Category: CCMDB.mdb]]
[[Category: CCMDB.accdb]]
[[Category: Bugs]]

Latest revision as of 17:29, 2020 November 25

This article is a list of troubleshooting actions data collectors can take if they run into problems with their laptop and/or data collection program.

General problems

  1. If a program on your computer has crashed, see Breaking out of a frozen program
  2. If your problem is related to printing, keyboard/mouse not working, network or email access:
    • reboot the computer
    • if still a problem, contact the Helpdesk
  3. If you are missing shortcuts on your desktop, refresh your desktop shortcuts
  4. If the problem is an error or something weird on your screen, take a screenshot of the problem. Finish troubleshooting and then email the Laptop identifier (e.g. H9, S4 or G7), the Pat ID where this happened, and the screen shot to tech support. Also mentioned whether you managed to fix the problem and if so, how.
  5. If something doesn't show up on your screen and you are connected to your second monitor, make sure that monitor is powered on; if still nothing shows, disconnect from the docking station and check if things show up then.

CCMDB problems

  1. If the problem is leaving you with a frozen program, then try Breaking out of a frozen program and restart CCMDB.accdb to see if it was only a glitch
  2. If there is a problem in CCMDB.accdb (e.g. with dropdowns or how the program works), or if the program asks you if you want to save changes (you should never have to save changes in CCMDB.accdb), close out of the program and restart it.
  3. If there is still a problem, try Copying down a clean version of CCMDB.accdb.
  4. If there is a problem with patient data you have entered (e.g. diagnoses missing for patients, or the program produces an error as you scroll through the patient list), Compact-and-repair the data repository.
  5. If the problem is related to the data side of the local program (e.g. the error talks about a missing table or index or similar) then try CCMDB data.mdb restore from Regional Server. This would of course blow away any data you have entered since your last News and Backup so make sure you try the other steps above first.

See also: Cognos downtime procedure

If you can't fix it (downtime procedure)

If you can fix you laptop problem through the steps about, no tech shows up, don't spend more than 30-40 mins on it.

  • Do not leave the work premise without manager permission
  1. If there is another laptop because someone is not working that day, please work on that laptop
  2. Use the time to review Wiki articles and catch up on latest. Answer questions or clean up article that needs clearer instructions. See Questions for a list of questions.

Related articles

Related articles:
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