Imaging Issues

[Wdave]

Hi Community, 

We are having a bit of a weird issue when it comes with Orthotrac Imaging that we cant seem to fix, when we take x-rays of our patients the xrays themselves do not go into the patients chart, and orthotrac itself seems to freeze up and hang in the background not letting us either go forward with the rest of the visit, nor will it let us close out of the patients chart in imaging mainly because imaging keeps on saying that it is "Busy". 

Imaging will just keep on saying it is busy and just stay there without moving at all. The only remedy we have at the moment to go around this and to force orthotrac to respond again is to go into task manager and end the associated tasks that orthotrac has hanging in the background. Then we have to import the xrays from a temporary cache folder that the xray machine dumps images into. 

Now this is super annoying and there is no rhyme or reason as to why this is happening, other than we updated orthotrac to version 15.1.5.92.

I have tried on a handful of occasions to get through to level 2 support through the phone, each time I do not receive a call back, even though I have gone through the steps that level 1 has given to me and I try and report back that we still have this issue. I was told over a month ago that Large equipment was supposed to give us a call back to no avail, and when calling back for a separate issue I was told that the ticket was closed out and no phone call was given to us, so this rep created another ticket specifically for L2 support and it seems as if that fell on deaf ears. 

So now I am here, frustrated and looking for some sort of answers especially since I am waiting on hold with imaging support and there are supposedly 23 callers ahead of me, so what gives.  

[tshaw]

Hello @Wdave, I apologize for the delay in response, but I did escalate this to support Tuesday. Please let me know if you are still having issues or if you need someone to reach out again. 

[Wdave]

@tshaw I am still having issues, I was again on the phone with imaging support yesterday and we still haven't resolved the issue. 

The case was escalated again and I have not received a call back from my conversation with a support agent yesterday at 1:30, where they promised that a member of imaging escalation would give me a call back.