Evaluation
...
Center
No connection to the custo cloud server possible during the setup of the evaluation center
...
In case the general connection works try to open
...
in one of the system browsers on the computer with the custo diagnostic server (EDGE or Internet Explorer) and then restart the custo diagnostic server. This procedure should update the certificate store of the Apache Tomcat webserver used by custo diagnostic.
Evaluation center test web page does not open
...
I have copied the public URL of the evaluation center to my browser, but the test web page ("web viewer - coming soon") does not open.
...
Verify the network of the computer you are using.
Are you connected to the practice network? Or even using the web browser of the custo diagnostic server? Be aware that in this case the IP network routing will not work as the DynDNS URL provides the DNS name of the external router or firewall of the practice. Please use a client connected to the internet via another internet connection (e.g. via the smart phone browser) to check if the evaluation center is reachable from the internet. If the check via the internet still should fail please verify the firewall / router settings of the connection to the internet.
After starting custo diagnostic via the practice software the expected evaluation of the patient cannot be found
...
The practice software may have created a second patient. Verify the spelling of the name and the birthday. Use then the extended search to localize the evaluation.
...
Consider starting custo diagnostic in general with the extended search and always check for the relevant evaluation.
I have received several evaluations in my evaluation center for the same patient. Can I delete unnecessary ones?
The sender may have sent the evaluations for a patient several times. This can happen by accident, by not trusting the sending mechanism or because the sender has modified the evaluation (e.g. the sender may have added some comments in the report field), So never just delete an evaluation - first communicate in this case with the sending practice about the background. If you sure that you can delete duplicate evaluations select the relevant patient, go to the patient menu, click on "Edit Database" and then on "Delete Evaluations". mark the duplicate evaluations and click on "Delete Marked Evaluation".
The hard disk of my evaluation center gets filled up only a few a hours after the custo diagnostic server has started
With the default setup paths it is the C:\Program Files\custo diagnostic server\temp directory which shows many many temporary files. A workaround is to stop the custo diagnostic server. With the next custo diagnostic server start the files will get deleted. A final solution is to upgrade the custo diagnostic server to version 5.3.4 or 5.4.1.
...
sending GP
Communication to the evaluation timed out / no connection
...
Make sure that the custo diagnostic service itself is allowed to communicate properly with the internet / the evaluation center. A test of the evaluation center URL with the web browser of the server may give a hint, but not necessarily needs to be a proof: The web browser may use a proxy server or have rights defined in a local firewall or virus scanner. Best test if the evaluation center URL is reachable via the smart phone and if so contact the admin of the server,
Another reason maybe that the server may not trust the certificate of the evaluation center. In this case open one of the system browsers (Internet Explore or Edge) on the sender's server and open https://letsencrypt.org/. Afterwards restart the custo diagnostic server.
Setup of the channel to the evaluation center denied
...
In most cases the reason is that during the setup of the channel, that the status of the data transfer is set to something else then unregistered on the evaluation center side. Once the channel has been registered the status should be "Online AustuaschAustausch", which normally gets changed automatically by the system. However in some cases this may not happen automatically. Another reason may be that not all relevant fields of the doctor on the evaluation center side are filled out: Especially fields like first name, last name and email address should be filled out.
The setup of the channel has worked fine and also the functional test of the channel
...
was very well, but no evaluations get transferred
Verify if it is possible to transfer data between other senders and the evaluation center. You may even set up an own sender on that evaluation center to test that and conenct connect that via an own internet connection. If other senders can send the data properly contact the service / internet provider and make sure that no application layer firewall filters the traffic. If you should get asked which exception should be defined in the application layer firewall please provide the info *.customed*
Evaluations
...
cannot get back from the evaluation center
...
The evaluation center has sent back the evaluation but it has not arrived on the sender side.Verify Verify in this case the version of custo diagnostic. In case the evaluation center uses practice software both the sender and the evaluation center will need at least custo diagnostic version 5.3.4 (or higher 5.3.x version) or at least version 5.4.1.
The RDT tool cannot transfer the evaluations
Looking at the RDT tool log you may see entries like "unable to unzip file...". Verify that the RDT tool is able to has read an and write inside access to the data directories you have defined for the incoming and out coming outgoing data.