Viewing document(s) in Epic and Locked OnBase User account(s)

[Anthony_Boyd]

I ran across an issue today and I am not sure if this is the way it should be working (technically or business process), either way I could not find it documented in the Integration for Epic MRG or on the community. 

We had an issue where users were setting this error message:

Unable to use ActiveX Servers specified in Media Handlers/SCAN Workstation setting.

EACCMEDIAHANDLER79.ACCUSTOMSCANHANDLER cannot handle the docunent: The image could nto be loaded.

The source was not found, but some of all event logs could not be searched.  To create the source, you need permission to read all event logs to make sure that the new source name is unique

Inaccessible logs: Security. (-2146233078)

After a few minutes looking around I noticed that the users OnBase account was locked and this message had appeared in the Diagnostic Console on the AppServer:

Epic OEM login failure for '   <USERID>' at DSN:'OnBaseProduction'. Hyland.Integrations.Epic

Hyland.Core.PasswordPolicy.PolicyException: Your account has been locked.  Please contact your system administrator to unlock your account.

   at Hyland.Core.PasswordPolicy.PolicyEvaluator.CheckForExistingLockout()

   at Hyland.Core.Session.authenticate(Session session, AuthenticationProperties authProps, AuthenticationType authType)

   at Hyland.Core.Session.Connect(AuthenticationProperties authProps)

   at Hyland.Services.AppServices.Connect(AuthenticationProperties properties)

   at Hyland.Integrations.Epic.EpicViewer.EpicViewerServiceClass.Connect()      Hyland.Integrations.Epic

Your account has been locked.  Please contact your system administrator to unlock your account.   Hyland.Core

We have a dedicated OnBase SysAdmin group (since we use OnBase for more then just Epic) and a separate dedicated Epic SysAdmin group.  The error message displayed in Epic and the one in the Diagnostic console do not show a relation in any way so it was problematic for our Epic SysAdmin group to initially troubleshoot the issue.

Should a locked OnBase user account prevent viewing of documents from within Epic?  Are there any settings that can be enabled to allow Epic to “override” the lockout so there isn’t a potential impact to patient care?

Thanks

Anthony

[Kim_Coxe]

The OnBase user lock is functioning as expected. Overriding this for any integration might put the system at risk and is not an optimal solution. Some customers use that lock for a very similar reason that you are asking to remove it. It is one of the easiest ways within OnBase to have someone leave the practice, knowing that at a later date in the future that user is coming back to work again and you don’t want to recreate the user and potentially the physician all over again. 

A bigger question might be why were the users locked out and will it reoccur in the future? 

If you feel that the user is being incorrectly locked out, you would like to request an enhancement, or you would like further clarification please reach out to your first line of support for assistance.

Thank you for using Community.

[Leslie_Knowles]

Anthony, we are having a similar issue with a new test environment that we created for Epic 2012 whenever we try a view a document from Epic.  We have a Citrix environment. 

Viewer ErrorUnable to use ActiveX Servers specified in Media Handlers/SCAN Workstation setting.  EACCMEDIAHNDLER79.ACCUSTOMERSCANHANDLER cannot handle the document: The image could not be loaded. (Error: Automation error the remote procedure call failed.).

How did your issue get resolved?

[David_Juhlin]

We just started having a similar issue, but the error message in Diagnostics Console is a bit different:

System.Threading.ThreadAbortException: Thread was being aborted.
at System.Threading.Monitor.ReliableEnter(Object obj, Boolean& lockTaken)
at System.Threading.Monitor.Enter(Object obj, Boolean& lockTaken)
at Hyland.Core.DataSource.GetCache(String datasource)
at Hyland.Core.DataSource.GetCachedObject(String datasourceName, DatasourceLoader`1 loader, CacheKey key)
at Hyland.Core.CoreUtility.GetDatasourceCollection(String datasourceName, DatasourceLoader`1 loader, CacheKey key)
at Hyland.Epic.EpicSettings.GetSettings(String dataSourceName)
at Hyland.Core.ServiceHandlers.Integrations.Epic.Viewer.EpicViewerServiceClass.checkFacilityID(String facilityID, String dataSourceName)
at Hyland.Core.ServiceHandlers.Integrations.Epic.Viewer.EpicViewerServiceClass.connectInternal(String dataSourceName, ConnectRequest request)

The users belong to the "ALLEPICUSERS" group only - no other access to OnBase.  It appears that personnel with other access to OnBase don't have this problem.

Help?