XA Server Troubleshooting Checklist

Y/N

Information

Details

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hciSysInfo Export

1. Right-click the XA icon in the system tray and select HCI System Info OR
2. Run hciSysInfo.exe, which is located in the eXactACCESS program files directory
   1. 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)

Server Version:

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System Information

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

Operating System:

____

Supported version?

Is the customer running the latest server 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 the 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.

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Video

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

Y/N

Information

Details

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Salesforce case search

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

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Salesforce customer cases

Verify the 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 server meets minimum system requirements.

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Supported Version?

Verify the customer is running a supported version of the XA Server.

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AV Exclusions

Verify AV exclusions have been applied  (see https://hc-admin.idauto.net/en/anti-virus-directory-and-port-exclusion-recommendations.html).