Troubleshoot Offisy Connect Praxis

Solutions for the most common problems with Offisy Connect on the practice computer and in Offisy in the browser.

Device shows as offline in Offisy

Causes:

• The practice computer running Offisy Connect is turned off.
• Offisy Connect isn't running.
• The practice computer has no internet connection.

Solution: Check that the practice computer is running, Offisy Connect is started, and there's an internet connection. The status in Offisy only switches back to Online once Offisy Connect checks in on its next poll. How fast that happens depends on the Abrufintervall (poll interval) in the settings.

Escalation: If the device stays offline even though Offisy Connect is running and the internet connection is up, export the diagnostic data and contact support.

Connecting to Offisy fails

Causes:

• The code shown in Offisy Connect has expired.
• The wrong account was selected in Offisy.
• You're missing the Verbundene Geräte (Connected Devices) permission.

Solution: Restart the connection process in Offisy Connect so a new code is shown. Make sure you select the right account in Offisy. If you're missing the permission, contact someone with admin rights in Offisy.

Escalation: If the connection keeps failing, export the diagnostic data and contact support.

Job doesn't reach the device

Causes:

• No Ziel für Laboranfragen (target for lab requests) is set under Laboranfragen (Lab requests) in the settings.
• The device isn't shared with the account in use.
• The device's export directory isn't reachable.

Solution: Set a Ziel für Laboranfragen in Offisy Connect under Einstellungen → Laboranfragen (Settings → Lab requests). Check the device configuration to see whether the device is shared with the account under Freigegeben für (Shared with). Also check that the configured export directory still exists and is reachable.

Escalation: If the job still doesn't reach the device with correct settings, export the diagnostic data and contact support.

Result doesn't show up in the customer record

Causes:

• The result is still marked Offen (Open) in Offisy Connect and waiting for assignment.
• The device writes its result files to a different directory than the one configured.
• Offisy rejected the entire result because it had no measurements and every attachment was rejected.
• Offisy didn't accept individual attachments — the lab values and the other attachments still made it into the customer record.

Solution: Open the Ergebnisse (Results) page in Offisy Connect and check whether the result shows up there with the status Offen. If it does, assign it to a customer by hand. Check the device configuration to see whether the Import-Verzeichnis (Ergebnisdateien) (import directory) matches the directory your device writes to.

If only individual attachments are missing, the result shows as Hochgeladen (Uploaded), and you'll see the note "⚠ 1 Anhang nicht übernommen" ("1 attachment not accepted") or "⚠ 2 Anhänge nicht übernommen" ("2 attachments not accepted") under the status. Open the result to see the reason for each file in the Nicht übernommene Anhänge (Attachments not accepted) section. There are two kinds of reasons:

• Fixable, because they depend on the account's state: a missing medical files module, or full storage space. The file stays on the practice computer.
• Final, because they're a property of the file itself: too large, or the file type isn't allowed. The file is no longer on the practice computer. Even changing the file afterward doesn't help.

For fixable reasons, book the module, or free up or extend storage. Then select Anhänge erneut senden (Resend attachments) in the result's row menu. This also picks up the file that was already affected.

For the exact wording of each note, see Track Jobs and Results.

Offisy only rejects the entire result when nothing in it was usable. That happens, for example, when it has no measurements, consists only of attachments, and Offisy rejects all of them. Only in that case does Erneut versuchen (Retry) appear in the row menu.

Escalation: If you can't find the result as Offen or in the event log, export the diagnostic data and contact support.

Offisy Connect asks to reconnect after being disconnected

If the device was disconnected in Offisy, Offisy Connect loses the connection for that account. If at least one other account was still connected, reconnect the disconnected account through + Account verbinden (+ Connect account).

If it was the only connected account, Offisy Connect shows the Verbindung mit Offisy herstellen (Connect to Offisy) page again. Restart the connection process from there.

Internet outage

If the practice computer loses its internet connection, Offisy Connect buffers results locally and delivers them automatically once the connection is back. Nothing is lost, and no action is needed.

Export diagnostic data

Fig. 1The Diagnose tab with the diagnostic data export.

Open Einstellungen → Diagnose (Settings → Diagnostics) in Offisy Connect and click Exportieren (Export) in the Diagnosedaten exportieren (Export diagnostic data) section. This requires at least one connected account. Without a connection, Offisy Connect only shows the Verbindung mit Offisy herstellen page, and the settings aren't reachable.

Offisy Connect opens a save dialog and suggests offisy-connect-debug-<date>-<time>.zip as the file name. You choose the location and name yourself.

Send the archive to support yourself afterward. Offisy Connect uploads nothing automatically.

The archive contains logs, events, system information, devices, queue counts, and an overview of the cache.

Note: The cache overview includes the file names of result files. The archive doesn't contain credentials, the database, or the contents of the result files themselves.

Find log files

Open Über die App → Datenverzeichnis → Ordner öffnen (About → Data directory → Open folder) in Offisy Connect. The log files are in the logs subfolder, named offisy-connect.<yyyy-mm-dd>.log. The seven most recent log files are kept.

Contact support

Email support@offisy.at. On a Mac, you can also reach support through the menu bar under Hilfe → Support kontaktieren (Help → Contact Support). Alternatively, use the Über die App (About) page in Offisy Connect.