---
title: "XA Client Troubleshooting Checklist"
slug: "xa-client-troubleshooting-checklist"
description: "When troubleshooting for the ExactAccess Client, use this checklist to capture details and perform next steps."
updated: 2022-06-02T19:02:31Z
published: 2022-06-02T19:02:32Z
canonical: "healthcare.rapididentity.com/xa-client-troubleshooting-checklist"
---

> ## Documentation Index
> Fetch the complete documentation index at: https://healthcare.rapididentity.com/llms.txt
> Use this file to discover all available pages before exploring further.

# XA Client Troubleshooting Checklist

## XA Client Troubleshooting Checklist

## Collect Configuration Information

| **Y/N** | **Information** | **Details** |
| --- | --- | --- |
| **____** | 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 |
| **____** | 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? |

## Collect Problem Information

| **Y/N** | **Information** | **Details** |
| --- | --- | --- |
| **____** | Definition | Is the problem definition clear (do you understand the problem)? |
| **____** | Start Date/Time | When did the problem start occurring? Have there been any recent changes to the environment that might be related? |
| **____** | Scope | Does the issue affect all users and all systems, or only certain users and/or certain systems? |
| **____** | Reproducibility | Can the problem be reproduced easily, or is it intermittent in nature? |
| **____** | Steps to reproduce problem | 1. 2. 3. |
| **____** | Windows Event Logs | Windows event log errors or warnings associated with the issue. |
| **____** | 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) |

## Problem Verification

| **Y/N** | **Information** | **Details** |
| --- | --- | --- |
| **____** | Salesforce case search | Verify the problem has not been seen in previous Salesforce cases. |
| **____** | Salesforce customer cases | Verify problem is not related to current or recent customer-specific cases. |
| **____** | JIRA tickets | Verify the problem has not already been reported in JIRA |
| **____** | XA Client Release Notes | Verify the problem has not already been addressed by newer XA client updates (fixes or known issues) |
| **____** | System Requirements | Verify client system meets minimum system requirements |
| **____** | Supported Version? | Verify customer running a supported version of XA |
| **____** | AV Exclusions | Have **Verify AV exclusions** been applied? (see [Virus Scanning Exclusions](/v1/docs/virus-scanning-exclusions)) |

## Related

- [Virus Scanning Exclusions](/virus-scanning-exclusions.md)