We upgraded to Epic 2015 in August. Immediately following the upgrade some, not all, users began reporting issues with the integrated scanning at the documents table from within Epic. This function is integrated with OnBase.
The issues below happen intermittently which makes it difficult to troubleshoot. We have worked with Hyland (OnBase) Support almost continually on these issues. We have looked at integration files, configuration files, error logs, diagnostics, etc. Our Citrix is set up so that servers are imaged exactly the same, so that ruled out a "missed" server. We were wondering if anyone else has experienced these issues with Epic version 2015 and OnBase.
•Users scan a document at registration, the document appears to have scanned correctly as pages are pulled through the scanner and displayed. The documents immediately disappear instead of remaining on the screen to be "indexed" with the Index button.
•Insurance cards and Photo ID's are being "cropped".
•Pages are sometimes skipped when a multi-paged document is scanned.
•Color formats sometimes scan in B&W.
The really strange thing is that if users switch to B&W scan format the above issues do not occur. Our IT System Admin isolated a single Citrix server and "unlocked" the scan format configuration on that server for me. I created all new scan formats, including a new one for the ID's and cards. I thoroughly tested without issue (however, the only issue I had ever been able to reproduce was the cropping of cards and ID's). System Admins gave one of the end users who has issues more frequently, access to the server with the new formats on it. She scanned a document using the color format and the document disappeared as soon as she scanned it. She then switched to B&W format and was able to scan without issue. Her ID's and cards are still cropping off.
Any suggestions for resolution would be greatly appreciated.
