Request Access
Launch Profile EMR
Launch via VPP Applications Folder
Launch via Citrix Portal
Log into Profile EMR
Change POS (if working at multiple clinics)
Set a Main POS
Exit Profile EMR
Exit Profile EMR via Task Manager
Troubleshooting VPP Applications Folder
Unable to Launch via VPP Applications Folder - Problem with Shortcut
Unable to Launch via VPP Applications Folder - This app has been blocked by your system administrator
Hidden Profile EMR Window (RegEdit)
Hidden Profile EMR Window (Alternative to RegEdit)
Unable to access via Citrix Portal
Hidden Profile EMR Window (Alternative to RegEdit for Citrix Users)
Slowness or freezing via Citrix Portal
Identify Citrix Portal Server
EMR Crashes with Error Message
EMR Crashes without Error Message
Request Access
To request for Profile EMR Access, click here and follow the instructions.
After training, you will receive your login information via email from a trainer. If you have not received your login information, please contact imitspccommunity@vch.ca.
Launch Profile EMR
There are two ways to launch Profile EMR:
1. VPP Applications Folder - recommended
2. Citrix Portal - only use this if VPP folder is not available or when working remotely
Launch via VPP Applications Folder
1. Log into the computer with your network ID (e.g. vrhb\jsmith) and password
2. Double click the VPP Applications folder on your desktop
Important: DO NOT create shortcuts. Shortcuts do not receive updates and may not work correctly.
3. Double click on the VCH-PHC EMR Production icon
Launch via Citrix Portal
Important: Set your default printer BEFORE accessing Citrix Portal.
1. Log into the computer with your network ID (e.g. vrhb\jsmith) and password
2. Open Citrix Portal
3. Click on the Categories tab
4. Open Intrahealth folder
5. Double-click on the Profile PCC EMR Prod icon
Log into Profile EMR
Enter your EMR user name (not case-sensitive) and temporary password provided by the EMR trainer.
Note: The first time you log in, you will be prompted to change your password. Change your password when prompted. You will also be prompted to change your password every 3 months.
Change POS (if working at multiple clinics)
Note: EMR refers to clinics as a Place of Service (POS).
After selecting a POS at login, you may change your POS by following the steps below:
1. Find the selected POS in the status bar at the bottom left-hand corner of the Profile EMR window
2. Double-click on the POS which will expand an available POS list
3. Select the desired clinic
Tip: You can also right-click the POS to “fast switch” to another clinic
Set a Main POS
Whenever you log into Profile EMR and are a member of multiple POSes, your main POS is pre-selected. To change your Main POS, follow the steps below.
1. Right-click on Clinics in the status bar at the bottom left-hand corner of the Profile EMR window
2. Select the POS that you want to set as main POS
3. Tick Make Main checkmark
4. Click Select
Exit Profile EMR
To exit Profile EMR and logout, simply close the window by clicking on the X in the top right corner
Similarly, you can also select File > Exit
Exit Profile EMR via Task Manager
If you are unable to close Profile EMR with the above steps, use Task Manager.
Important: This process may lose any unsaved data. The Auto-save Encounters function helps save your notes, but to be on the safe side, prior to ending the session, Paste your encounter notes on Microsoft Word or Notepad for later retrieval.
2. Select Task Manager
Troubleshooting VPP Applications Folder
Unable to Find Profile EMR Production icon in VPP Applications Folder
Problem
User not able to find Profile EMR Production icon in the VPP Applications folder
Solution
1. Determine if you are using a WOW (workstation on wheels) computer (these are CST computers optimized for quick user switching in clinical environments and have a generic CST user logged in in the backend)
2. Email EMRHelp@vch.ca saying:
I do not have the Proofile EMR icon in VPP Applications folders and I am/am not using a WOW computer.
Unable to Launch via VPP Applications Folder - Problem with Shortcut
Problem
User not able to access Profile EMR via the VPP Applications folder and receive the following error message:
Problem with Shortcut
The drive or network connection that the shortcut 'VCH-PHC EMR Production.lnk' refers to is unavailable. Make sure that the disk is properly inserted or the network resource is available, and then try again.
Solution
1. Restart the computer (not just logoff)
2. Wait 5 mins before logging back into the computer/laptop
3. Open VPP Applications Folder and launch Profile EMR Production
If the above steps do not work, then investigate if network/LAN profile issue:
1. Launch File Explorer
2. In the search bar, paste: \\vch\applications\
If you get a message saying Windows cannot access \\vch\applications\, this indicates that there is an issue with the user's network or LAN profile:
1. Email EMRHelp@vch.ca saying:
I cannot launch Profile EMR through VPP Applications folders and I cannot access \\vch\applications\.
Unable to Launch via VPP Applications Folder - This app has been blocked by your system administrator
Problem
User not able to access Profile EMR via the VPP Applications folder and receive the following error message:
This app has been blocked by your system administrator. Contact your system administrator for more info.
Solution
Try launching Profile EMR Production via VPP Applications Folder on a different workstation
If successful in launching on a different workstation,
1. Contact Service Desk saying:
I am getting the following error when launching Profile EMR Production via VPP Application Folder on the desktop: This app has been blocked by your system administrator. Contact your system administrator for more info.
This issue is happening on workstation: [insert PC or LD #]. Please delete my local profile at this workstation.
I was successful in launching Profile EMR at a different work station.
Hidden Profile EMR Window (RegEdit)
Problem
User cannot see the main window as it appears to be minimized at the bottom of the screen.
Tip: If the user switches between dual and single monitors, it is recommended that Profile EMR is viewed on the main monitor prior to undocking.
Solution
To correct this, your computer requires a Windows Registry clean up.
1. Exit Profile EMR
2. In the search box on the taskbar, type regedit, then select Registry Editor (Desktop app) from the results
3. Look for HKEY_CURRENT_USER\Software\IntraHealth\Profile and click on Profile
4. Double click on MainForm POS
5. Delete the value string in Value data field
6. Click OK
There should be no Data for MainFormPos:
7. Close Regedit window
8. Log back into EMR and it should open up with proper screen size
Hidden Profile EMR Window (Alternative to RegEdit)
Troubleshooting Citrix Portal
Unable to access via Citrix Portal: User profile cannot be loaded.
Problem
User not able to access Profile EMR via Citrix Portal and receive the following error message:
User profile service failed the logon. User profile cannot be loaded.
Solution
1. Try launching Profile EMR through the VPP Applications Folder
2. If Step 1 is successful, contact Service Desk saying:
There is an issue with my Citrix profile and I cannot access Profile EMR through Citrix Portal. I am able to launch through the VPP Applications folder. Please assign this ticket to the Citrix team.
3. If Step 1 is unsuccessful, proceed to steps in Identify Citrix Portal Server
Unable to access via Citrix Portal: You cannot log on at this time.
Problem
User has been able to log into Profile EMR via Citrix Portal but now receives the following error message:
You cannot log on at this time
Solution
Clear browser cache by following below steps: (note: there will be slight differences in labels depending on browser - example below are for Google Chrome)
1. Open internet browser
2. At the top right, click Settings (usually ...)
3. Under Privacy and Security, click Clear browsing data
4. Click Clear data
Unable to access via Citrix Portal: You cannot log on at this time.
Problem
User not able to access Profile EMR via Citrix Portal and receive the following error message:
There are no published applications currently available for this user
Solution
User is not assigned to the appropriate AD group.
Send the below email to IMITS PC & Community (IMITSPCCommunity@vch.ca):
I am unable to access Profile EMR window when launching via Citrix Portal. Please add Profile EMR icons.
Hidden Profile EMR Window (Alternative to RegEdit for Citrix Users)
Problem
The RegEdit solution for VPP Application Folder users does not work for Citrix Portal users.
User cannot see the main window as it appears to be minimized at the bottom of the screen.
Tip: If the user switches between dual and single monitors, it is recommended that Profile EMR is viewed on the main monitor prior to undocking.
Solution
The steps below would mimic showing your Profile EMR in Full Screen
1. Click on the EMR icon on the bottom taskbar
2. On the keyboard, press:
Alt + W
Down arrow
Right arrow
Down arrow
Enter
If the solution above does not work, contact Service Desk saying:
I am unable to see the full Profile EMR window when launching via Citrix Portal. Please reset user account in Citrix. Assign ticket to VPP-IMITS-Remote Apps.
Slowness or freezing via Citrix Portal
Problem
User experiences slowness or freezing when accessing Profile EMR via Citrix Portal
Workarounds
1. Try launching Profile EMR through the VPP Applications Folder
2. Log out of Profile EMR AND Citrix Portal then log in again
To logout of Citrix Portal, in the Citrix StoreFront window, click on your domain/username on the top right corner and select Log Off
If the issue persists, proceed to steps in Identify Citrix Portal Server
Identify Citrix Portal Server
The workarounds discussed above will not solve the Citrix Portal issue.
Citrix Portal has a number of servers. Issues are sometimes specific to a server and logging off then logging back on will eventually land you to another server which may be free of issues. To fix the Citrix server with issue, the server number needs to be identified and passed on to Service Desk.
1. Click on the Arrow Up icon on the bottom right of your desktop
2. Find the Citrix Workspace icon, right-click and select Connection Center
3. Citrix Connection Centre window opens
4. Under Active, the folder (starts with SPCTX) with Profile - \\Remote underneath it is your current Citrix Server your Profile EMR session is on
Important: Take note of this number to report to Service Desk
5. Select the Folder and click Log Off
Note: When you log into EMR again, you may see a pop-up window advising you that you may have sessions that were not closed properly. Follow the prompt to terminate or kill all previous sessions.
Important: You may need to repeat these steps several times until you land in a different server without issues. When you log in to Citrix again, check the server number and if it is the same server that was giving you problems, log off and try logging on again. The different server numbers are: SPCTXAVXA006, SPCTXAVXA007, SPCTXAVXA012, SPCTXAVXA013, SPCTXAVXA014, and SPCTXAVXA015.
6. Report the issue to Service Desk saying:
There is an issue with Citrix Portal resulting in slowness and freezing when using Profile EMR. I am able to launch through the VPP Applications folder and no slowness and freezing is noted. The server number is XXX. Please assign this ticket to the Citrix team.
Troubleshooting EMR Crashes
EMR Crashes with Error Message
Please go through the Zendesk steps linked below:
EMR Crashes without Error Message
Please email EMRhelp@vch.ca for troubleshooting steps. Provide information in detail.
EMR User ID:
LANID:
POS:
Workstation ID (LD######, PC######):
Profile EMR launched through VPP Applications Folder or Citrix Portal? Y/N
Date(s) and Time(s) of Crash:
What kind of a crash did you experience? Did it freeze, receive a popup error, abruptly quit the application or other (please explain if so)?
Do you remember what you were doing before crash? Were you idle or active? what screen/module were you viewing when it happened?
Is this the first time you've experienced it (recently) or is this fairly regular to you? If it's not the first time, do you remember the first time you've experienced this?
Are other staff experiencing this issue as well? If so, can they provide the same information above?