Radiology WFH User At-Home Setup and basic Troubleshooting

Workstation Set-Up Videos

Below are videos that demonstrate how to set up your new Radiology WFH workstation and make the necessary connections.

• Video One: Radiology Monitor Setup
• Video Two: Connecting Monitors to Desktop
• Video Three: Configuring Monitors for Portrait Orientation

Some Basic Troubleshooting 

VPN: 

Use either Citrix Secure Access (myvpn.uchealth.org) or GlobalProtect (vpn-gp.uchealth.org) to connect to the hospital network.  Remember that you must connect to the VPN first before opening applications (Epic, Visage, etc) 

Epic Integration Breaks: 

If Epic Integration stops functioning, there are a few common fixes.  Contact the SOM Help Desk [e-mail] to have us reinstall Citrix Workspace 2402 under the admin account

The other common fix is to have UCH check the backend records.  A ticket will need to be submitted to UCH with the device name and ask them to "Verify the records for Epic Slingshot integration" 

PS360 Integration Breaks:

Under the toolbar select Help, Integration Status, and verify PowerScribeCOM is checked

Under the Worklist tab, verify that Lock Studies For Reporting is turned on (greyed) 

PS360 Roaming Profile error: 

Open the location C:\ProgramData\Nuance\Dragon SDK Client Edition12\RoamingUsers and delete the Production folder.  Restart PS360

Password Change: 

If you update your CU password, please make sure to update it on the computer, or functions like Epic integration can break.  To do this, 

• Connect to the VPN (Citrix Secure Access or GlobalProtect)
• Press Windows Key + L to lock the computer
• Sign back in with your new password.  

Networking:

There is not much we can do to improve networking speeds.  We strongly recommend connecting your workstation to a wired network cable (RJ-45/Ethernet cable) if you are currently using Wi-Fi.  If possible switch your ISP as some ISPs restrict networking traffic when connected to a VPN.  Within the networking profile you can change from Public to Private.  Try using GlobalProtect instead of Citrix Secure Access or Vis-versa.  UCH has made strong improvements to the networking infrastructure in recent months so speed should be very stable now. 

To preform a networking test in Visage, select View from the top toolbar then WAN Test Center. 

IT Contacts 

SOM Help Desk:  We are your primary point of contact.   Only our team (SOM Help Desk) can remote into the workstation.  In general, you will want to reach out to our team first, and if you need to contact another IT department we will refer you. 

• Email [e-mail] to create a ticket in our system.  Please use this for IT Support and avoid using Teams or my email address.  This is in the event that I am out of the office so my colleagues can assist.
• Phone [phone]   
• Please note that the Help Desk team CANNOT help with UCH owned computers (device name PACS....), you need to contact the PACS team or UCH for support. 
   

PACS Team:  The PACS team can assist with UCH-owned computers, and help with certain software specific questions

• Email [e-mail]
• The PACS team includes Kevin Warman, Adrian Macias, and Julie Bagget. 

UCH: UCH can assist with certain account related issues, such as resetting your password for PowerScribe.  In the event that Epic is not integrating UCH may need to fix backend records. 

• Call 720-848-4000 for the UCH Service Desk
• Call 720-848-7227 for Epic issues and Password resets
• Visit the UCH IT Support Help page at https://help.uchealth.org/
  • To get live support (chat) click Start Chat in the bottom right box Get Live Help
  • To submit a ticket such as an Access request, Report an Issue, or Submit a Request, select the appropriate category and fill out the requested information
  • You can also search subject matter by entering text in the text field near the top of the page
• Email: [e-mail]