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| Centricity EMR Troubleshooting | ||
| **Please note that the client does NOT work with Firefox, AOL, Netscape, IE<5.5. | ||
| PROBLEM: If you're getting a message saying your pc doesn't meet the minimum requirements to access the site OR you're getting the IE Info-bar pop-up asking you to install the client every time you visit the page then your Citrix Client isn't installed properly. |
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| FIX: Follow the Citrix Client removal instructions and then the install instructions again. (Follow link or scroll down) |
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| PROBLEM: You get an error saying the "Page cannot be found" after you hit the logon button. |
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| FIX: Try just hitting the refresh button in your browser. Sometimes the authentication is a bit slow and you have to retry once or twice. If it continues beyond one or two tries, verify you have an internet connection and contact support if necessary. |
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| PROBLEM: You get a message asking for your "old password" when you logon to the Citrix Gateway. |
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| FIX: Have the user click on the "reset" button on that page to clear their cached gateway settings. If that doesn’t get rid of it ask BJ to run the vbs script to manually clear it from the server. |
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| To verify the client is installed: Go to your "C:\WINDOWS\Downloaded Program Files" folder and verify there's a file named "Citrix ICA Client" (should be version # 9.100.36280.0). If not, you have some type of software or setting on your pc which is blocking the ActiveX Clients from installing properly (spyware blocker, popup blocker, Norton Security Suite, AntiVirus, etc). |
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| To remove the client(s): Go to the add/remove programs section in your control panel (start, settings, control panel, add/remove programs) and remove any copies of the metaframe presentation server web client (or the citrix web client). Then go to "My Computer" and browse to your "C:\WINDOWS\Downloaded Program Files" folder and if there are files named "Citrix ICA Client" or "Gateway Client for Metaframe" in that folder just right click on them and click on "remove". |
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