Alert Viewer / Summary Care Record (SCR)Page 1 of 12

Troubleshooting Guide – Community Pharmacy

Contents

Getting started: Launching Summary Care Record (SCR) or Alert Viewer

1.Spine Portal URL

2.Alert Viewer URL

3.Summary Care Record (SCR) URL

4.Adding a Favourite or desktop Shortcut

Troubleshooting

How to check and correct your software versions

1.Internet Explorer (IE)

2.Google Chrome

3.Java

4.Microsoft Windows

5.NHS Identity Agent

Getting started: Launching Summary Care Record (SCR) or Alert Viewer

Both Summary Care Record (SCR) and Alert Viewer applications are accessed via the Spine Portal.

1.Spine Portal URL

Locate the Spine Portal by copying the following URL into your browser window:

The National Health Service Spine Portal screen should be displayed:

From the list of options select either ‘TES Alert Viewer’ or ‘Summary Care Record (SCR)’ from the list to access the required application.

2.Alert Viewer URL

The Alert Viewer application can alsobe launched directlyusingthe followingURL

The Alert Search screen should be displayed:

3.Summary Care Record (SCR) URL

The Summary Care Record (SCR) application can be launched directly using the following URL

The SCRapplication Find a Patient screen should be displayed:

4.Adding a Favourite or desktop Shortcut

It is recommended to add the requiredURL(s) either asa favourite:

  1. Click the Favourites button
  2. Click the down-arrow next to Add to Favourites
  3. Select Add to Favourites bar.
  4. To go to a favourite site, click the Favourites button

Or as a shortcut on your desktop:

  1. Right click within a webpage
  2. Click Create Shortcut
  3. Click Yes

Troubleshooting

If you are experiencing problems with any of the above when accessing the Spine Portal, Alert Viewer or the SCR application,you will need to check that you have the correct versions of:

  • Internet Explorer (IE) or Google Chrome (whichever you are using)
  • Java
  • Microsoft Windows
  • NHS Identity Agent

You may find that your IT system supplier helpdesk has locked some of this down in which case you will need to contact them directly in order to resolve any issues.

How to check and correct your software versions

1.Internet Explorer (IE)

Which Internet Explorer (IE) version are you using? Desktop version 11 of MS Internet Explorer iscurrently supported (previously 8, 9 and 10 were also supported).

Here's how to find IE version information in the browser:

  1. Open InternetExplorer
  2. Click the Toolsbutton (or click Help in the Menu bar)
  3. Click About InternetExplorer.
  4. The About Internet Explorer screen will be displayed

2.Google Chrome

Google Chrome is a supported web browser for the Spine Portal, Summary Care Record (SCR) and Alert Viewer applications, however, if the version of Chrome being used is V45 or later, then a Chrome extension is needed.

Here's how to find version information in the browser:

  1. Open Google Chrome
  2. Click the button, then select Help, or click theSpanner menu icon
  3. Select About Google Chrome
  4. The Chrome – About screen will be displayed

Instructions for getting the Chrome extension download:

  1. Using one of the following two URLs:
  1. OR

Download the Chrome Extension, the Native Bridge component and the Google Group policy templates

  1. From the Nativebridge.zip file run NativeBridgeInstaller, this will create the C:\Program Files\HSCIC\NativeBridge directory
  2. From the Google group policy templates zip file, chromegpo:
  1. Drop the chrome.admx file into: %WINDIR%\PolicyDefinitions
  2. Drop the chrome.adml file into the locale: %WINDIR%\PolicyDefinitions\en-US
  1. Open Group policy (GPEdit.msc) and the following path:
  2. User Configuration
  3. Administrative Templates
  4. Google
  5. Google Chrome
  6. Extensions
  7. Configure extension installation whitelist.
  1. Select Enabled if it isn't already and click the show button, Add the GUID (ncgfdaipgceflkflfffaejlnjplhnbfn) to the whitelist and apply.
  2. Open the Chrome Extensions page, chrome://extensions/ and drag nhs-sm-tools.crx onto the page and click enable.
  3. Close Chrome, re-open and launch the portal.

3.Java

The version of Java that you have installed must be compatible with your NHS Identity Agent version. The latestIdentity Agent is HSCIC IA Version 2.0 however you may have an older version installed. To find out which Identity Agent you have installed, follow the steps in section 5 “NHS Identity Agent”.

NHS Identity Agent / Compatible Java versions
HSCIC Identity Agent Version 2.0. / Java 7 and 8
HSCIC Identity Agent Version 1.0. / Java 6 and 7
BT Identity Agent v1.3 / Java 6 and 7

If when you attempt to access the Spine Portal you see the screen below (or something similar, without the list of applications displayed), you should check which version of Java you have installed.

To check your Java version, take the following steps:

  1. Click on Windows start button, located at the bottom left hand corner of you screen
  2. Click on Control Panel (if you can’t see it, type “Control Panel” in the Search field)
  3. Click on Programs and Features, then find Java within the listin the column labelled Name
  1. If you find that you have Java 6 installed:

You will need to uninstall Java 6 and install Java 8.

Click on the below link and follow instructions on how to uninstall your current Java version and install the latest Java 8 update.

  1. If you find that you have Java 8 installed but your Identity Agent isn’t the current version: HSCIC IA 2.0, either update your Identity Agent to HSCIC IA 2.0 (recommended ), or click on the icon below and follow the instructions on how to uninstall Java 8 and install Java 7.

Once Java 7 is installed continue with steps below

  1. Click on Windows Start button
  2. Click on Computer
  3. Click on Control Panel
  4. Click on Java icon. The Java Control Panel will be displayed.
  5. Click on Security tab located at the top of the screen
  1. Drag the Security Level bar down to Medium
  2. Click the Apply button
  1. Ensure the Update tab is selected, then click the Update Now button
  2. Un-tick Check for Update Automatically. A Warning will be displayed
  1. Click the Do Not Check button
  2. Click Apply
  3. Click Ok

(You may need to restart your computer)

Support information is available here:

4.Microsoft Windows

You should be using either Windows 7 or Windows 8.1. In the near future Microsoft will be recommending that all organisations upgrade to Windows 8.1. Your organisation will be informed when it is time to upgrade.

Here’s how to determine the version of Windows installed on your PC

  1. Click the WindowsStartbutton located in the bottom left of your screen
  2. Ensure your cursor is in theRunor Search field
  3. Typewinver, and pressEnter.

This will open a new‘About Windows’screen and display the version of Microsoft Windows, the build info, andservice packinformation, if any service pack is installed. Below is an example of this window.

Microsoft support information is available using this link:

5.NHS Identity Agent

This allows access to all national and local services using smart cards and role based access control.The HSCIC IA is nowthe preferred client andis compatible with 32bit and 64bitoperating systems. It is available on the HSCIC website using the following link

The current version is HSCIC Identity Agent Version 2.0.

Scroll to the NHS Identity Agent heading (see below) and click the hyperlink to download the latest version

Note: When you upgrade from HSCIC IA v1.0 to HSCIC IA v2.0, you may be prompted to upgrade to Java 8. If so, go ahead and upgrade to Java 8 (HSCIC IA v2.0 only works with Java 7 and 8, and will not work with Java 6).

Identity Management (IA support)

Alert Viewer / Summary Care Record (SCR)Page 1 of 12