Problem
Scenario 1: You cannot see the fax folder
Scenario 2: You can see the folder but there are no faxes in the folder
Scenario 3: There are faxes in the folder, but not visible in EMR
Scenario 4: You accidentally moved, renamed, or deleted the fax folder
Scenario 5: Fax prints out to paper from the fax machine and does not go into the EMR Fax folder
Problem
Our Profile EMR clinics are receiving faxes electronically into a network folder on the clinic shared drive. Sometimes there are issues when staff can’t see their faxes.
There are three main scenarios:
1. You cannot see the fax folder
2. You can see the folder but there are no faxes in the folder
3. There are faxes in the folder, but not visible in EMR
To determine which scenario it is, you can check the folder from your drive.
Scenario 1: You cannot see the fax folder
If you cannot see the folder in your clinic shared drive, you don’t have the permissions for it. In this case your manager has to submit a ticket through the Service Catalogue to get you access.
You may also check the article on how to Add/Remove a User from SCANFax Network Folder.
Scenario 2: You can see the folder but there are no faxes in the folder
If there are no faxes in the folder, there may be a problem with the fax server or fax line. This issue needs to be investigated by the HSSBC Messaging Team. The EMR team is not able to help in this case. Call or email the Service Desk and let them know it is a fax issue.
Scenario 3: There are faxes in the folder, but not visible in EMR
If there are faxes in the folder, and you CANNOT see them in the EMR Scan processor window, you can check if the folder path is correctly mapped to the scan processor:
Open up your Windows File Explorer, search for the folder, and then compare the folder location with the location that shows in your scan processor window. If it is not the same, then browse for the correct folder from scan processor, or copy and paste the folder path from your File Explorer into the Scan Processor Window. (Refer to Scan Processor Help File)
If you are accessing the EMR via Citrix, you will not be able to use your Home Drive, you must use the network path (starts with: \\vch.ca\departments\......)
If you still can’t see faxes or other documents in the Scan Processor, but you can see them in the folder, call or email the Service Desk and tell them it is an EMR problem.
Scenario 4: You accidentally moved, renamed, or deleted the fax folder
If you have accidentally moved, renamed, or deleted your clinic’s fax folder and are no longer receiving faxes, call the Service Desk immediately and let them know that:
- Your clinic’s RightFax folder was accidentally moved/renamed/deleted
- The folder is no longer receiving faxes
- The folder needs to be restored with its original permissions
- Clinic staff should have read-write access to the folder once it is restored
Scenario 5: Fax prints out to paper from the fax machine and does not go into the EMR Fax folder
Some clinics such as Downtown Community Health Centre use their own fax number. In this case, call forwarding is used to redirect the fax to the RightFax number.
If the call forwarding service is not working, clinics will receive a fax directly to their original fax number instead of an electronic one to the RightFax number. To verify the issue, have the user send a fax to their own clinic fax number (not the RightFax number). If the user receives paper fax, have them fax to the RightFax number. If you receive fax in the EMR Fax folder, this confirms that RightFax service is operating as expected but the call forwarding service is not.
If you verified the call forwarding system is not functioning, call the Service Desk and let them know:
- You are receiving the print fax via clinic fax number
- Call forwarding is not working
- Provide clinic’s fax number and RightFax number
Scenario 6: Cannot print a PDF file from Scan Processor
1. Close all applications including Profile EMR. All applications should be closed before changing the setup in Adobe Reader.
2. Open Adobe Reader (press Windows key and type “reader” to find it)
3. In Adobe Reader, go to Edit > Preferences > Security (Enhanced)
a. Tick off “Enabled Protected Mode at Startup”
b. Press OK
4. Open Profile EMR to see if you can print PDF from Scan Processor