Issues with satellite EMR Access

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Level 1

4 points

Issues with satellite EMR Access

I am a physician who uses Citrex to access Epic regularly for work. I have been unable to access Epic from my Mac for about the past month. I am able to get logged into the remote access portal but when Epic loads I am unable to login. It freezes on the login page. I have contacted the IT department and it does not appear to be an issue from their side of things. The issue was happening prior to downloading the Ventura update. Any ideas are appreciated.

MacBook Pro 15″, macOS 13.1

Posted on Dec 27, 2022 4:14 PM

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Answer 1

Dec 27, 2022 7:20 PM in response to Apple_Epic

Your Wi-Fi can still be involved. If you’ve not verified that the Si-Fi router is running current firmware and restarted, that’s another debugging step. As for checking the versions and the local software config, I don’t have the necessary access to Epic or Citrix patches and support docs.

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Answer 2

Dec 27, 2022 4:49 PM in response to Apple_Epic

You’re going to need to continue working with IT to troubleshoot this, and them working with Epic Support, or potentially with your ISP or local network hardware, and/or with the IT firewall and VPN services. There are lots of parts involved here.

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Answer 3

Apple_Epic Author

Level 1

4 points

Dec 27, 2022 6:35 PM in response to Apple_Epic

I am able to log on remotely from my spouse's MacBook without issue. So I do not believe it is an issue with the wifi or local connection. I have confirmed with IT that there is no issue with my account. It is also happening with Citrix/epic at two unrelated health systems so i believe this further confirms the suspicion. I have tried uninstalling/reinstalling Citrix to no avail. I have also tried to power up the computer in safe mode and still had the same issue. One thing I did consider, I created a second admin account on my MacBook (for my spouse) and that is one of the only system changes that would have changed. Is it possible there are some settings that need to be adjusted?

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Issues with satellite EMR Access

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