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AI Troubleshooting Guide

Michael Satterfield
Updated

This guide is intended to be used as a general workflow when troubleshooting AI tickets, regardless of AI vendor.

Screenshot 2025-04-09 122310.png

First Steps

The following steps should be done in order.

If the AI vendor submitted the ticket, they will often provide the Tenant ID and not the full Apteryx URL. Steps on using the Tenant ID to find the Apteryx URL are as follows:

  • Navigate to https://sites.Apteryx.net/ and select any random site

  • Look at the URL - the number shown in the URL is the Tenant ID.

    Screenshot 2025-04-01 140007.png

  • Replace this number in the URL with the Tenant ID provided by the AI Vendor and hit Enter. You will be taken to the client’s Apteryx site in Sites Dash.

  • Once the correct Apteryx URL has been found, access it in Sites Dash and navigate to Site Administration > AI Vendors (under “Manage AI”)

  • A list of locations will display, showing which locations are enabled for AI and which are not.

    • Example of a location with AI enabled:

      Screenshot 2025-04-01 140358.png

    • Example of a location without AI enabled:

      Screenshot 2025-04-01 140416.png

If AI is not enabled for the location in question, the AI function will not work and the AI buttons will not appear in Apteryx. Do not enable it for them without confirming the location is paying for AI with Account Management or Sales Operations.

Location Management will always be enabled on sites that have at least one location enabled with AI. When Location Management is enabled, a Location drop-down will appear next to the username in Apteryx:

Screenshot 2025-04-01 140858.png

This needs to be set to the correct location - if set to the wrong location or a location that does not have AI enabled, AI will not function and the AI buttons in Apteryx will not appear.

The location specified in the Location drop-down needs to be done per workstation, per browser in use, as this is held and remembered by the browser’s cookies.

If a practice is finding the location drop-down keeps getting reset, ensure they aren’t using a guest accounts in Chrome/Edge as these profiles are unable to store anything in the cache or cookies.

In addition to the correct location being selected, all capture stations at that location need to be mapped to their location in Apteryx.
To check Capture Station assignment, navigate to Username > Location Management, then refer to the “Managing Capture Stations” section of https://apteryximaging.planetdds.com/hc/en-us/articles/19815053264283-Managing-Apteryx-Site-Locations#:~:text=Managing%20Capture%20Stations%C2%A0.

If images are taken on an unmapped or incorrectly mapped Capture Station, the AI request will not be sent to the AI vendor, and AI results will not be available for those images.

As long as AI is enabled for the location in question, the location drop-down is set correctly, and all capture stations for that location have been mapped correctly, AI requests will be automatically sent to the vendor and allow for the AI function to be usable within Apteryx.

This also allows for images to appear in the vendor’s standalone platform in tandem if the practice has it in use.

If any of the above are incorrect or not true, the AI integration will not function.

Troubleshooting via AI Usage Dash

It is highly recommended to familiarize yourself with the AI Usage Dash and what everything contained within it means. A full breakdown of the AI Usage Dash and tips on what information you can pull from what is seen in the dash can be found here: AI Usage Dash - PlanetDDS - Internal Knowledge Base - Confluence

Confirming AI requests are automatically being sent to the vendor

  • Navigate to the client’s AI Usage Dash ( https://sites.Apteryx.net/ > Select correct URL > AI Usage). Keep this tab open somewhere visible and easily accessible

  • On a client’s capture station, create a test patient with a DOB of over 21 years of age and a memorable ID number (you’ll use this ID number later), then capture a test image

  • As soon as the image has successfully forwarded, go back to the AI Usage dash on your end, and refresh the page

  • Search the Patient ID belonging to the test patient you had created - if everything is working correctly, you should see the test image you captured show up in the dashboard in a “pending” state. After a few seconds to a few minutes, it should change to a “processed” state, and AI results will be available within Apteryx.

If you get through these steps and find the AI request does not populate in the AI Usage dash, and AI results are not available for the test image within their Apteryx site, the issue is likely on our end.

If you get through these steps without issue and the AI request does populate in the AI Usage dash, the issue is likely on the vendor’s end.