The code block below illustrates how one might use # and // as comments in your logic and calculations.

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This value is admissible, but you may wish to double check it.

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Required format:

PPRNet_SupportTicket

Please complete ONE support ticket per question/problem. This form contains branching logic to provide answers/troubleshooting tips to many Frequently Asked Questions (FAQs). More specific questions will request more information as well as the format for providing these details. Please do NOT send an additional email- All questions will be answered by a PPRNet team member in 1-3 business days.

Thank you!

-The PPRNet Team

PPRNet Practice ID:

* must provide value

Practice contact (person filling out this form):

* must provide value

Practice contact's email address:

* must provide value

My question/problem most closely relates to:

The CCDA data extract

Uploading data to PPRNet

Reports- data verification

General PPRNet/reporting

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My data extract question more specifically relates to:

1. The CCDA extract won't run, or keeps stopping with errors.

2. When running Fixpatientslastactive.exe, I receive error: "the program can't start because PPUtilities.dll is missing from your computer. Try reinstalling the program to fix this problem.

3. Extract completed, but the number of patient files created does not match the number of patients seen during the time frame used during the CCDA export.

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If the data extract will not run, or will not complete without error, please take a screen shot of the error message you are receiving and report it to your McKesson tech support contact.

If when running Fixpatientslastactive.exe, you receive error "the program can't start because PPUtilities.dll is missing from your computer. Try reinstalling the program to fix this problem."

Please do the following:
Move the Fixpatientslastactive.exe to your ppart folder and try again. You can download the fixpatientslastactive.exe from your PPRNet Data Portal folder by selecting "Download Latest Fix".

If your data extract completed, but the number of patient files created does not match the number of patients seen within the time frame specified during export, then please work through the following:

1. Did you run the fixpatientslastactive directly before running the export? If not, please run the fix and then re-run the export.

2. Did you use the day of export as your end date? If not, please re-run the export.

3. If you followed the steps above, but received no errors during export, please try re-running the export. If errors occur, please report these to your tech support. If no errors occur, and the number still doesn't match, then please contact your tech support, and give the details of this problem in the provided text box: {Please include the date that this problem first occurred and the steps you've already tried.to resolve it.}

*If the number of new files created matches the number of patients seen in your practice within the indicated time frame, then please use the upload utility to transfer your new CCDA files to PPRNet.

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My upload utility problem more specifically relates to:

I am unable to open the pprnet-upload-utility.jar

When I try opening the pprnet-upload-utility.jar, an error message states "the server is unavailable at this time" or states "Unable to connect to upload server. Please contact PPRNet Team."

When I try running the pprnet-upload-utility.jar, an error message states "No files found which contain the proper quarterly data. Fresh extract required.

When I try running the pprnet-upload-utility.jar, an error message states "No patient files found in the selected directory."

When I try running the pprnet-upload-utility.jar, the utility closes out before the file processing completes.

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If you are unable to open the pprnet-upload-utility.jar, then please follow the following steps:

1. Confirm that you have Java JRE 7 (or later) installed
a. To see which version of Java you currently have installed, go to: https://www.java.com/en/download/installed.jsp?detect=jre&try=1
It should indicate that your Java is up-to-date, or recommend the latest version for you to download. If you're running any version of 7 or 8, an update is not required, though it is recommended. If no version of Java is found, you may have to download and install the JRE.
b. To download the JRE directly, go to http://www.oracle.com/technetwork/java/javase/downloads/jre7-downloads-1880261.html
Click Accept License Agreement, and select the proper link below:
I. For Windows XP/Vista/7/8 32-bit, click on the jre-7u67-windows-i586.exe link next to Windows x86 Offline.
II. For Windows XP/Vista/7/8 64-bit, click on the jre-7u67-windows-x64.exe link next to Windows x64.
III. To confirm which Windows version you have: Go to the system tray at the bottom of your screen, click on the windows icon (bottom-left corner), right-click on Computer, and click Properties. In the screen that appears, under System >> System Type It will indicate either "32-bit Operating System" or "64-bit Operating System".

If when opening the pprnet-upload-utility.jar it states that "the server is unavailable at this time", or "Unable to connect to upload server. Please contact PPRNet Team." please apply the following (and then try again):

Your firewall will need to allow connections to and from the following:

Â· IP Address: 128.23.35.226
Â· Ports: 21, and port range 34500 - 35500

If you are still unable to connect, please email congdonv@musc.edu, with "server is unavailable at this time" in subject line, so we can ensure the server is online and functioning properly.

If when you try running the pprnet-upload-utility.jar, an error message states "No files found which contain the proper quarterly data. Fresh extract required." , please do as it states and re-run the extract (*don't forget to follow each step-including the fixpatientslastactive.exe before running the export)

If when you try running the pprnet-upload-utility.jar, and error message states "No patients files found in the selected directory", please:
1. Be sure you have the proper directory selected
2. Re-run the extract- it is likely the wrong "document type" was selected during export. Please see the screen shots in the CCDA step-by-step instructions and repeat export.

If when you try running the pprnet-upload-utility.jar, and it times out before processing all of the files in your PPRNetData folder, please check that there is available space on your C:/. Reason being: Temporary files get created in C:/PPART/ while the utility is verifying CCDA documents from the directory you've selected. They are deleted once the utility is closed, however if your C: reaches capacity before processing completes, it will cause the utility to stop processing and close. Please ensure there is available space on your C: and restart the upload utility.

My data validation question more specifically relates to:

An occasional/non-systematic problem (e.g.- A few patients are listed on my PPRNet report with a diagnoses that I do not see in their record).

A systematic problem (e.g.- A majority, or none of the mammograms that were completed are being reflected in my latest PPRNet report).

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An occasional/non-systematic problem can be due to a number of different things. Please work through these troubleshooting tips:

1. If it was an item that was recently completed, or recently entered (backdated), but it is not reflected in your most recent report, then please follow the following steps to be sure that patient's data were extracted:

Please navigate to your PPRNet Data folder and see if the number of patient xml files created during the CCDA export matches the number of patients seen in your practice during the time frame indicated during export-

a. If the number of patients exported matches what you'd expect, then please, download the most recent report guide and be sure you are recording it in an area of the patient's chart that is exported to PPRNet. This criteria is listed by measure in the report guide:
http://academicdepartments.musc.edu/PPRNet/members/reports_related_programs/index.html

I. If it is recorded with the proper code, and in a section that is exported, please use the text box below to record details of this question. Include the measure #, patient ID and the date of service.

b. If this number does not match what you'd expect, then please re-run the extract.

{*DO NOT forget to run the fixpatientslastactivedate.exe prior to running the extract EVERY time. Please keep in mind, you MUST use the date of export as your end date. To be consistent, please always use 1 full year as your date range.}

2. If you cannot find any indication of the dx in the patients chart:

For Practice Parter EHR: You can search through the progress notes tab- selecting "by problem" and it should show any problem that ever appeared on the problem list in the patients record for ALL past dx of interest, re-enter the exact name of the problem(s) with the original date of entry on the problem list, then enter a resolved date (*Please note- every indication of this past diagnosis must be added back on the list with a resolved date- if any are missed- this patient's dx will still be reflected on your report.)

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If this appears to be a systematic problem, please provide the following information in the provided text box:

1. Referenced PPRNet measure number
2. 1-3 patient ID's of those patients who meet criteria that are incorrectly reflected on your reports
3. Location of recorded data element within the patients chart
4. Date of service for the relevant data element

(e.g.: Measure 6- Patient #89504- Foot exam documented in procedures table on 9/15/15)

{*IMPORTANT: Please do not include patient names}

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If this is a general PPRNet/reporting question, please review the following resources for more details:

1. Explanations and definitions for current PPRNet report measures can be found on our webpage- Please download the current PPRNet Report Guide here:
http://academicdepartments.musc.edu/PPRNet/members/reports_related_programs/index.html

2. All PPRNet webinars are recorded and available for download from our webpage: http://academicdepartments.musc.edu/PPRNet/Webinars/

3. For questions regarding your participation in our research, please contact the appropriate study PI:
I. "Reducing ADEs from Anticoagulants, Diabetes Agents and Opioids" (MS-TRIP-3)-
Dr. Andrea Wessell @ wessell@musc.edu
II.Reducing Overuse in Primary Care through Safe and Effective Health Information Technology (HIT Overuse) - Dr. Cara Litvin @ litvincb@musc.edu.
III. For all other PPRNet research inquiries, please email pprnet@musc.edu.

If your reporting question was not answered by the troubleshooting tips and linked resources in this survey, please describe the details below:

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