Password Reset
When resetting AD PWs, it takes 15 mins to update into EPIC (they will not be able to log in immediately).
EPIC does not reset KKI user’s PW. Their password must be reset through AD.
When a KKI user states that they need to reset their EPIC password, as if they have reset their AD password. If they have, it means that they need to wait 15mins for the password to update into EPIC.
EPIC only resets Outside organizations which are called CareLink users. Only Epic Security can reset their passwords, you can put in a Fresh ticket and send it to Epic Security.
To determine if the user is an EpicCareLink user (not a KKI staff). Their name will not come up in AD.
JHH Password reset (refer to knowledge base tip-sheet (EPIC RESETTING JHH PASSWORD)
Hung Session (Loading Failed)
Call Epic NOC- 608-777-6000
User locked in pt. record
Call EPIC NOC- 608-777-6000
Black Square in the middle of device:
Means Device is connected to the wrong server while on-site.
If issue is happening on PC:
1. User needs to log out of EPIC.
2. Double click on VMware, delete the horizon server, log in to/add or EPIC View-broker server, then log into EPIC.
If issue is happening on Laptop
(Laptop goes home and on-site)
1. User needs to log out of EPIC.
2. Double click on VMware, log into EPIC View-broker, then log into EPIC.
Printer not showing up:
• Check if the printer is added on windows first.
• Next, make sure the printer is defaulted.
• Lastly, make sure the device is connected to the EPIC view-broker server while onsite.
1. If printer is still not showing in EPIC, quit out of VMware.
2. Log back into EPIC and the printer will appear.
If issue is happening on Laptop (and goes home and used on-site)
1. User needs to log out of EPIC.
2. Double click on VMware, log into EPIC View-broker server, then log into EPIC.
EPIC does not add or remove general printers. (Printers are virtual printers and are added automatically after being added to the PC/device in WINDOWS).
If the printer is not showing up, quit out of VMware, and log back into EPIC.
If all does not work, send a ticket to EPIC TECHNICAL.
Epic disappearing
Means device is connected to the wrong server in VMware.
If issue is happening on PC:
1. User needs to log out of EPIC.
2. Double click on VMware, delete the horizon server, log in to/add or EPIC View-broker server, and log back into EPIC. .
If issue is happening on Laptop
(Laptop goes home and on-site)
1. User needs to log out of EPIC.
2. Double click on VMware, log into EPIC View-broker, and log back into EPIC.