IC Applications System Requirements and Troubleshooting Guide

Minimum and Optimal System Requirements:

Requirement Which IC Application Minimum Optimal

Bandwidth - Upload IC Applications 512 kbps 1 mbps or more

Bandwidth - Download IC Applications 4 mbps 10 mbps or more

Memory IC Applications 2 GB 4 GB or more

Processor IC Applications Intel Core 2 or AMD X2 Intel i3/i5/i7 or AMD Athlon/Phenom

Operating System PH, Provider Portal, IC Website, IC Report Site Windows XP *

1, Windows 7 or higher

CMIS Windows XP *1, Windows 7 or higher, Mac OS 10.7 or higher

Web Browser PH, Provider Portal, IC Website, IC Report Site IE 7 or higher *

1, Chrome (with IE Tab extension), Firefox (with IE Tab extension)

CMIS Chrome, Firefox, Safari 6 or higher, IE 7 or higher

*1

Important Note: Microsoft support for Windows XP, IE7, and IE8 will end 4/8/2014, therefore IC also will not be able to support Windows XP, IE7, and IE8 starting 4/8/2014.

Recommended Browser Settings:

Common Settings (IC Applications):

Add us to your trusted sites: IE > Tools > Internet Options > Security > Trusted Sites > Sites > add (add one URL at a time): *.n3cn.org, caretriage.pgsi.com.

The default security level for trusted sites should be set to Medium or lower: IE > Tools > Internet Options > Security > Trusted Sites > select Medium or lower.

Add us to your popup blocker exceptions: IE > Tools > Internet Options > Privacy > Settings > add *.n3cn.org.

PH, Provider Portal, IC Website, IC Report Site:

Turn on compatibility view: IE > Tools > Compatibility View Settings > add (add one URL at a time): ph.n3cn.org, portal.n3cn.org, ic.n3cn.org.

CMIS:

Turn off compatibility view: IE > Tools > Compatibility View Settings > remove (if exists): *.n3cn.org, or cmis.n3cn.org.

Troubleshooting Guide:

Additional Helpful Browser Settings:

Disable defective or unwanted add-ons: IE > Tools > Manage ad-on > disable unwanted ad-ons (requires knowledge of which add-on to disable).

Resets IE security settings to the default (recommended) levels: IE > Tools > Internet Options > Security > Reset all zones to default view.

If browser cache size is too small or too big, it causes slow performance. Resets cache size to be within 50-250 MB of the default range: IE > Tools > Internet Options > General >

Settings > Disk space to use.

Internet Explore does not update cached pages or updates them inefficiently, causing launch to be slow. Resets the page sync policy to automatic: IE > Tools > Internet Options >

General > Settings > Check for newer versions of stored pages > Every time I visit Website.

Clear your cache, stale cookies, temporary internet files, browsing history: IE > Tools > Delete browsing history > check Temporary Internet files and website files, and uncheck

Preserve Favorite website data.

Enable ActiveX download: IE > Tools > Internet Options > Security > Local intranet > Custom Level > set the following to Enable or Prompt (Download signed ActiveX controls,

Download unsigned ActiveX controls, Run ActiveX controls and plug-ins, Script ActiveX controls marked safe for scripting).

Turn ActiveX Filtering off for our sites (site specific): IE > Go to our site (ph.n3cn.org, etc.) > Tools > uncheck ActiveX Filtering.

Speed Issues:

Internet speed test (send email to IC Support or CMIS Support whatever applicable):

o Check local Internet speed. Use http://www.speedtest.net.

o Check Internet speed to IC Servers. Use http://speedtest.n3cn.org.

o More details: frequency, time of day, feature if feature specific, record info if record specific, steps if issue has certain sequence, and whether someone else in the same building

experiencing this issue.

o Pharmacy Home specific - timed entry of medications that have been sent to Network Pharmacists.

Feedback:

PH, Provider Portal, IC Website, IC Report Site:

If a user/access issue then email support@n3cn.org. Otherwise submit a feedback via Feedback feature.

CMIS:

o For user access issues, users should contact the local CMIS administrators.

o For application issues, the CMIS administrators should email cmissupport@n3nc.org , contact “Support, CMIS” via CMIS messaging (if PHI is included) or call CMIS Support help

line 1-877-650-3766.