Health Intranet - Troubleshooting

Owned by Colin.Campbell
Last updated: Jan 10, 2023
1 min read

If you are unable to see LTC Registrations on the EAR LTC Portal please contact HealthSoft.   HealthSoft will run the following diagnostics:

  • From the RxOne Start Menu, go to Tools, Options, Disp Switchboard

  • Test the eScript connection by clicking on the 'HIE Test Manager' button at the bottom right of the screen.

  • If the bottom green box is red then check if the site can access the EAR Portal If they can get a copy of their certificate from C:\RxOne\Certs\[ClaimentNo]\*.cer, Zip it up and email to LTC.support@simpl.co.nz with the EntityId to check against their database.  If they can’t it is a network problem  

  • Enter the service address from the HIE Config file into the web browser. If this fails then

  • Run tracert to try and access service.clincalx.co.nz. If this fails then

  • Call Mako or HealthLink to check the tunnel is enabled

  • Once tunnels confirmed as enabled try again

  • If fails then ask HealthLink to fix it

  • If Mako then get the Mako log

  • With the Mako log check to see that is connecting to the right IP address

  • If that is correct then check what the IP address is for that tunnel

  • Check it is within an accepted range