Apteryx Online Capture Basic Troubleshooting Guide

The expectation is that as a technician, you need to be able to perform the below with Apteryx Online Capture at a minimum. As support for the product ramps up, we may be modifying this page so you will want to refer to this article and review it for any changes before requesting assistance from the team.
 

1. Install/Reinstall Apteryx Online Capture and Plugins 

2. Restarting Apteryx Online Capture 

3. Be familiar with all Apteryx Online Capture settings in Apteryx 

4. Troubleshooting Apteryx Online Capture - Key Folders for Permissions/Firewalls/Antivirus Folder Exclusions 

   1. Know how to obtain Log Files for attaching to a ticket 

5. Known Pop-ups 

Supporting Links: 
Confluence: Apteryx Online Capture  

Zendesk KB: https://apteryximaging.planetdds.com/hc/en-us/sections/19750442295323-Apteryx-Capture

 

Install/Uninstall Apteryx Online Capture

Apteryx Online Capture Install/Uninstall - PlanetDDS - Internal Knowledge Base - Confluence (atlassian.net)
Updating Apteryx Online Capture - PlanetDDS - Internal Knowledge Base - Confluence (atlassian.net)
Installing Apteryx Online Capture – Apteryx (planetdds.com)
 

Restarting Apteryx Online Capture
 

1. Right click the PDDS logo in the system tray and select "Quit"

2. Initiate a new capture to test.

If Apteryx Online Capture is stuck on "Starting" or "Please Wait..." then navigate to the details in Task Manager, right click the task and select "End Process Tree."  Then initiate a new capture.  If it still does not work, collect log files, attach to ticket as an internal comment, and notify Senior Techs in Apteryx Teams channel. 

Be familiar with all Apteryx Online Capture settings in Apteryx 

Please let your Supervisor know if you need help installing Apteryx Online Capture on your own laptop, or if you need assistance understanding what any of the buttons/features do, or if you don't understand what Apteryx Online Capture is supposed to be doing. 

You are absolutely encouraged to ask for help in the Apteryx channel, but only AFTER making your own attempts and reviewing all relevant documentation in Confluence and Zendesk articles which are provided in this document.  It is YOUR responsibility to dig in and learn how to support Apteryx Online Capture!  We need all hands on deck and pitching in to make this product successful!
 

Troubleshooting Apteryx Online Capture 

Here's a basic concept for how to troubleshoot Apteryx Online Capture. 

1. View the customer's workflow and identify where an issue occurs.
   

2. Confirm the issue is not caused by improper workflow or hardware.  Understand what they are trying to accomplish, how they are trying to accomplish it, and confirm that there is a non-workflow or hardware related issue. 
   

3. Verify Whitelistings and Folder Exceptions have been established, within reason. 
   
   The simplest way this can be done is by having the staff allow you to create your own test user for their site, then testing on your PC.  Ensure the customer knows how to access and delete your test user when the issues have been resolved.
   
   If the issue is not applicable to EVERY PC the practice, then it may make sense to skip this step.  Use your best judgment as this section would be related to capturing, forwarding, or viewing images.  (See extra section below with screenshots)
    

4. Uninstall/reinstall Apteryx Online Capture and reboot the PC (including Plugins) 

Key folders: 

Apteryx Online Capture Button failing to appear after installation

The three following settings control if the Apteryx Online Capture button will display within Apteryx:

Location level Apteryx Online Capture display:

If this is set to Off, or is set to Inherit while the Site Setting for Apteryx Online Capture Display is Off, the Apteryx Online Capture button will not appear in Apteryx.

Capture/Import User Privilege:

If this privilege is not enabled for the user, the user will not be able to see the Apteryx Online Capture button when signed in.

Apteryx Online Capture display:

If this setting is Off, and the location level Apteryx Online Capture display setting is set to Off or Inherit, the Apteryx Online Capture button will not display.

Toggling this setting On while leaving the location level Apteryx Online Capture display setting on Inherit will allow the Apteryx Online Capture button to appear on any workstation where it is installed, regardless of location.

Known Popups

Above is what the update pop-up looks like. Users may click this to initiate upgrading to the latest version of Apteryx Online Capture.

If you’re unable to capture images due to above error that typically means you need to end Apteryx.Capture.Ambassador in task manager as mentioned in the troubleshooting guide above. This is most easily found by going to the details tab in task manager and scrolling to the bottom.

Above is what it looks like to have items in the Forwarding Database logs.  "Clear Completed" will remove the items that have successfully forwarded to Apteryx.  Requeue will resubmit the items that do not have a date/time listed under the "Completed" column. 

The above popup will show up when attempting to capture with devices for the first time on a PC.  Select "Always allow..." options any time you see these and assure customers they need these selected in order for hardware to work in Apteryx Online Capture. 

This error message was regarding a bug with being unable to capture images for existing patients that did not have complete patient information: Patient ID, First Name, Last Name, Date of Birth, and Gender. 

I created an Apteryx Online Capture shortcut for the Intraoral Camera Plugin using an 18-FMX layout.  The layout has no XC modality tiles, and only has IO tiles.  This caused the below error to pop up when attempting to use the capture shortcut I configured incorrectly.  The fix is to ensure Capture Shortcuts are configured with layouts that have at least one tile with a modality that matches the hardware's modality.

This has been submitted to Development and may be updated soon to restrict the ability to create shortcuts with mismatched hardware/layouts. 

Above it's hard to see, but there's a DICOM Status message that shows "Failed to Connect."  This was due to port 2762 being blocked by ZScaler in the customer's environment.  A reminder that similar connectivity issues can be verified by gathering test credentials, with the permission of the staff in the office, and testing on your own PC. 

“Your current version of Apteryx Online Capture is outdated and must be updated to continue.”

To start with, have customers clear their cookies and refresh the page. Sometimes a bad cookie can cause this. If that does not work, fully uninstall Apteryx Online Capture and delete these two registry keys, then reinstall Apteryx Online Capture. If you still have issues then the next step would be grabbing logs and including in your support ticket. Then contact a Senior Technician+ for next steps.

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\WOW6432Node\Microsoft\Windows\CurrentVersion\Uninstall\Apteryx Online Capture

Computer\HKEY_LOCAL_MACHINE\SOFTWARE\Classes\Apteryx