First document taking 8-10 seconds to open from Epic

[Anthony_Boyd]

Hi,We have recently started experiencing an issue in the past month where the first document viewed from an Epic session takes 8-10 seconds to open (TIFF). After the first document has been opened, retrieval times are the normal less than 2 seconds. We have been working with Epic and think we have narrowed this down to the EpicACScanViewer process checking all of the fonts in the windows font store (C:\Windows\Fonts) before making the call to the AppServer. When watching the diagnostic console service tab on the AppServer we can see the 6 second delay from when the document is clicked in Epic and the Connect action is called on the AppServer. ProcMon is showing the activity checking the windows font store for the EpicACScanVewer process. Has anyone else had similar issues like this? We are running OnBase v12.0.3.217 and Epic 2012 IU2. Does anyone know if there is anything in the OnBase integration that would require checking the windows font store?ThanksAnthony

[Kim_Coxe]

Anthony,

It sounds like you have a great start on collecting some of the troubleshooting logs that technical support would ask for. If you call into your first line of support we will be happy to help continue looking into the issue.

Thank you for using Community,

Kimberly Coxe

[Laura_Norton]

Anthony,

We just upgraded to Epic 2012 and our Core to 11.2.303 and are experiencing a similar issue.  I would be interested in finding out what the resolution is on this.

Thanks,

Laura Norton

UT Southwestern Medical Center of Dallas

[#4]

Laura,

I work with Anthony.  So far, our best course of action has involved a few things.

Are you trying to open TIFF's or another file type?

We found that for PDF files, the Adobe Reader on the citrix servers was trying to talk to the location of the most recently opened files, and unfortunately that was a share that was decommissioned.  The server team made the Adobe change to prevent it from trying to get to the location of the most recently opened files.

Once we removed the Adobe problem, it was still showing the loading splash screen for 8-10 seconds then opening the OnBase documents, event TIFFs.  

Work with your server team to test disabling NetBIOS over TCP/IP on your Epic/Citrix servers.  It seems to have reduced us from the 8-10 seconds, down to about 2.5 seconds for the first document of a session, and 1.5 seconds for the subsequent documents.  We hope to deploy this soon to all of our environments.

Melissa F.

Duke Medicine