Check the Scheduled Refresh Time


The SPC can be configured in several ways to refresh multiple times per day. When checking on a refresh issue start with the time(s) the refresh is scheduled to happen:



  • From the SPC click the Settings tab on the left

  • Click the Scheduling Tab at the top of the screen



Note: By default the SPC is scheduled to refresh once a day at 2:00 am local time. Some clients may have an alternate default refresh time or the SPC may be configured to accommodate a system backup or other needs. By clicking the plus symbol next to "add new" you can define an additional start time (up to 3) if necessary.


 


Verify the PC Was Powered On at the Time of the Last Scheduled Refresh



  • Right click on the Task Bar

  • From the context menu click "Start Task Manager"




  • From the Task Manager window click on the "Performance" tab at the top

  • Look for "Up Time" this is a timer that runs from when a computer was last powered on. It displays the days, hours, minutes, and seconds from last boot. If the up time is less then the time since the last scheduled refresh, the PC was offline.



 


Check If the Computer Where the SPC Is Installed Has Access to the Practice Management System (PMS) Database



  • From the SPC click the Settings tab on the left

  • Click the Data Path Tab at the top of the screen

  • Copy the contents of the Data Path text field




  • Click the Start button

  • Paste the copied text  in the step above into the search box at the bottom of the start menu




  • Note: Alternatively you can press the Windows Key+R on the Keyboard to get the window shown below. Also paste the text into the field right of "Open:"


 



  •  If the PC has access Windows Explorer will open



If you receive an error on this step, contact the Practice IT person for assistance. The PC where our utility is installed needs to have access to the Practice Management System Database to work


 


Check If the Computer Had Internet Access at the Time of the Last Scheduled Refresh



  • Right Click on the Network or WiFi icon in the System Tray

  • Click "Open Network and Sharing Center




  • In the Network and Sharing Center window, click "Change Adapter Settings" in the upper left corner




  • Right Click the icon for the active network connection

  • Click "Status"


 



  • Locate "Duration:" in the list. This is how long the Internet Connection has been active. if the duration is less then the time since the last scheduled refresh then the Internet connection was down



 


Verify the SPC Is Not Being Blocked by Security Software


Note: We recommend using the vendor's instructions on how to configure their software for troubleshooting this.


 


Check the Data Path and Version Settings


Practices may upgrade (or change) Practice Management Systems or move the location of the database



  • From the SPC click the settings tab on the left

  • Click the Data Path Tab at the top of the screen

  • Refer to our online Data Path and Version guide on how to troubleshoot this 



 


Check If the SPC Is Configured To Run On Its Own



  • From the SPC click the settings tab on the left

  • Click the Service Settings Tab at the top of the screen


The SPC requires a Windows username and password to run if the PC is either locked or logged off. New installations will have a username and password entered here by default. For existing installation you may need to update the username and password if it was changed or add one if the fields are blank. 



 


Check If the SPC Is Giving the Refresh Sufficient Time to Complete



  • From the SPC click the Settings Tab on the left

  • Click the Service Settings Tab at the top of the screen


The "Data Refresh Wait Time is designed to stop a refresh from running indefinitely if it runs into a problem. By default the utility is set to allow a refresh to run for 120 minutes before it is forcefully stopped. In rare cases a refresh may require longer then 120 minutes. In these cases it is recommend to to the wait time to 360 minutes and try the refresh again