How to Fix It –
Top 10 Support Calls
AFHCAN Training Module
Number 10
• “Error getting groups and providers, AFHCAN
software has timed out...”
– Logon to cart as an administrator to get to the
desktop (red background)
– Browse to: C:\Program Files\AFHCAN Telehealth
Client
– Open the "ATSClient.exe.config" file using Notepad
– Find the following 2 lines:
• <add key="ClientGui.DefaultResponseTimeOut"
value="180" />
• <add key="ClientGui.QueryResponseTimeOut"
value="180" />
–
–
–
–
Verify or set the value to 180
Save and close the file
If the problem persists increase the value as needed
Contact your technical support to have them contact
AFHCAN Customer Support if necessary
Number 9
• “The otoscope lightbox is not
bright enough.”
– Be sure the light control knob is
turned all the way to the right
– Check the bulb – is it seated
exactly in the notch?
– Be sure light cable is not
kinked/bent/worn out
TW = tension wire
CB = ceramic base
EC = electrical connection
Number 8
• “How do I open the web interface at
my workstation?”
– Obtain the IP address of the AFHCAN
server from your technical support
– Launch Internet Explorer or other web
browser
– Enter the IP address in the address
location bar followed by “/afhcan” example:
• http://161.223.135.111/afhcan
– Login as normal
Number 7
• “How do I send and/or reuse
an archived case?”
– Cannot send or reuse an archived
case
– Can only view and add comments
– Can reuse images in an archived
case
Number 6
• “How do I re-use existing images
in an archived case?”
– Search archives to find your case
– Click on image to bring into main
viewing screen
– Right-click on image and choose
“Save-as”
• Save to external media
– Diskette
– USB
Number 5
• “I cannot print”
– Check all cabling
– Reset the wireless printer
• Unplug from wall, wait 15 seconds
and plug back in
– Restart the cart
– Known bug in v3.4 with PEFs
• Fixed in v4.x
Number 4
• “An error occurred that caused the
software to quit running...”
– Reset AFHCAN software
• Have your IT support contact
AFHCAN Customer Support for
steps involved
Number 3
• “Where did my case go?”
– Verify case was sent to correct location
• Search all Open Cases
– Remote location?
– Local location?
– Verify case is not on Alert
• Sys Admin screen
– If case is on Alert
• Contact your IT support group
– Check Activity Log
Number 2
• “I cannot log into the AFHCAN
software.”
– New provider?
• Add provider info
– Existing provider?
• Verify provider identity
• Correct provider id?
• Reset password
– Is AFHCAN software “Working Off-line”?
• Contact your IT support group
Number 1
• “What is my password?”
– Verify provider identity
– Reset password
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–
–
–
Login as administrator
Select Sys Admin
Find provider
Highlight password and type in new
password – you will have to verify this by
typing it in twice
– Click apply
Questions ?