XA Client Troubleshooting Checklist

Y/N

Information

Details

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hciSysInfo Export

1. Right-click XA icon in system tray and select HCI System Info OR
2. Run hciSysInfo.exe, located in the eXactACCESS program files directory
   • hciSysInfo will generate a zip file on the local workstation in the following directory: C:\ProgramData\HealthCast\logs

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XA Client Information

(included in hciSysInfo.########.#########.xainfo.txt file)

Client Version:

Mode (SUM, KM, etc):

Desktop Display:

____

System Information

(included in hciSysInfo.########.#########.sysInfo.txt file)

Operating System:

____

Supported version?

Is the customer running the latest client version? If not, why not?

Y/N

Information

Details

____

Definition

Is the problem definition clear (do you understand the problem)?

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Start Date/Time

When did the problem start occurring? Have there been any recent changes to the environment that might be related?

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Scope

Does the issue affect all users and all systems, or only certain users and/or certain systems?

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Reproducibility

Can the problem be reproduced easily, or is it intermittent in nature?

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Steps to reproduce problem

1.

2.

3.

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Windows Event Logs

Windows event log errors or warnings associated with the issue.

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Crash Dumps

Crash dumps associated with issues if any.

____

Video

If possible, include a video of the issue (do not record or store patient data)

Y/N

Information

Details

____

Salesforce case search

Verify the problem has not been seen in previous Salesforce cases.

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Salesforce customer cases

Verify problem is not related to current or recent customer-specific cases.

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JIRA tickets

Verify the problem has not already been reported in JIRA

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XA Client Release Notes

Verify the problem has not already been addressed by newer XA client updates (fixes or known issues)

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System Requirements

Verify client system meets minimum system requirements

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Supported Version?

Verify customer running a supported version of XA

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AV Exclusions

Have Verify AV exclusions been applied?  (see Virus Scanning Exclusions)