Troubleshoot eOrdering

Saffron Service Pack 1 introduced a central window for configuring eOrdering, from Contacts > Setup > E-ordering.

This article provides steps to resolve potential issues which may occur when using the new eOrdering method.

In this article:

Error when opening the Setup E-Ordering utility if .NET Framework required files/features are not installed.

  1. To resolve this issue, on the database server:

  2. Once installed the database server will require a restart for the features to be fully enabled. This should be done after hours or during a time when there are no users connected.

An error occurs when attempting to open the Setup E-Ordering utility if the logged in user has been allocated one of the following user categories:

  1. Contract Doctor
  2. Registrar
  3. Receptionist
  4. Junior Receptionist
  5. Senior Receptionist.

To resolve this issue, log in as a user that is not one of these categories or upgrade to Orchid (available soon).

Blank list of available providers is presented in the eOrdering Setup Screen.

Please reach out to the Bp Support team who will get data on the relevant tables as we are still investigating the cause of this. After this has been completed, Support will instruct you to rerun the Data Update which should populate the eOrdering available providers list.

Unable to start the Best Practice Messaging Service, on the Bp Premier server

  1. Check that the correct server name or IP address is entered into Bp Premier in Setup > Configuration > Msg Queue.
  2. Check the security permissions on the Bp Premier server against each of the relevant Bp queues.
  3. Open Computer Management from the Windows Start menu
  4. eOrdering Troubleshooting Computer Management

  5. Expand Services and Applications and select Message Queuing > Private Queues
  6. Right-click each of the queues starting with either BHC or Bp and select Properties
  7. In the Properties window, select the Security tab
  8. Check that security permissions have been set to allow access for all the queues.
  9. NOTE  If you’ve changed the log on account for the Best Practice Messaging Service, you’ll need to ensure that the account that is in use for the Service also has access to the messaging queues.

    eOrdering Troubleshooting Computer Management Properties

User receives a message that the path for eOrdering does not exist or cannot be accessed when generating eOrders for pathology or radiology on a Bp Client.

For the drives that were set for the eOrder export path on the server installation, ensure the client has permissions to read and write for the respective drives on the client machine, or have the folders created manually to pass this check. This bug will be resolved in a future Bp Premier version and occurs from Saffron SP1 onwards.

This issue will be resolved in Bp Premier Orchid (coming soon).

When generating an eOrder for pathology or radiology, the ORM file is not being saved to the chosen directory.

  1. From the Bp database server navigate to Setup > Configuration > Msg Queue and check that the queues can be contacted.

  2. Check outgoing eorder message service queue

  3. If the queues cannot be contacted:

    • Is the computer name for all queues the correct server name or IP address?
      1. If any queue displays a value in the Machine column that does not match the server machine name, select the queue from the list and click Edit Machine Name.
      2. In the popup that appears, enter the name or IP address of the Bp Premier server.
      3. Click OK and then Save.
      4. Reattempt to submit eorder queries and check that the outgoing ORM file saves to the expected location.

      Your IT service provider can assist with determining the machine name and IP address of the Bp Premier server, but see the section Find computer properties for finding these properties on Windows 10.

      Find computer properties

      From the Windows desktop Search bar in the bottom left, type 'system' and select the System Information App. Under System Summary, inspect the System Name field to obtain the Machine Name.

      From the Windows desktop Search bar in the bottom left, type 'cmd' and press enter to open a command prompt. Type 'ipconfig' to see details about the IP and network configuration for the computer. The machine's IP address is shown under IPv4 Address.

    • Is the “Best Practice Messaging Service” started on the server? 
      1. Search for services using the search feature in the Windows task bar.
      2. Select the services app.
      3. Find Best Practice Messaging Service in the list of services.
      4. Right-click Best Practice Messaging Service and click Start. If Start cannot be selected, then the service has already been started.
  4. If the queues cannot be contacted from a client/terminal server:

    Note: When installing manually, do not enable the following components:

      • MSMQ HTTP Support
      • MSMQ Triggers
      • Multicasting Support
      • MSMQ DCOM Proxy
      • MSMQ Active Directory Domain Services Integration
    • Check that you can ping the server name which has been set in Setup > Configuration > Msg Queue. If this is set as a hostname, make sure that it resolves as the correct IP address in the ping results.
      1. Select the Windows flag in the bottom left, click the down arrow to view applications, and open the Command Prompt under Windows System. The Windows command prompt will appear.
      2. In the black command prompt box, type:
      3. ping <Bp server name>

      4. Press Enter.

      This should return your server's IP address. If your server's IP address is not returned, it could indicate a DNS issue. Contact your IT provider to resolve this.

    • If the client\terminal server has been cloned from a generic image, the Queue Manager ID (QMId) will be the same between different clients. The QMId needs to be unique. This will cause only one client to work at a time and will randomly change which one works.
    • The QMId can be found in the registry: HKEY_LOCAL_MACHINE\Software\Microsoft\MSMQ\Parameters\Machine Cache

      A fix for the QMId is available through this Microsoft article.

    • Check if there’s a firewall in place on the Bp server or a hardware firewall. TCP port 1801 will need to be allowed through to the Bp server.
  5. If the queues can be contacted:

    • Check the “MessageQueue.log” file on the server for any errors

      • If the following message is present, you’ll need to update the logon credentials for the “Best Practice Messaging Service” on the server to an account that has access to the paths set for eOrdering:

        <Server Name> 2022-07-20 09:10:08,059 [41] ERROR - Error in process of eOrderingMessageHandler System.Exception: Failed to create directory \\SharedComputer\Pathology\eOrders when saving eOrderLog record 100 to file ---> System.UnauthorizedAccessException: Access to the path '\\SharedComputer\Pathology\eOrders' is denied.

Duplicate eOrdering files are being generated

There may be occasions when Bp Premier generates eOrdering ORM files with the same file name and contents as previous/existing files.

If this happens, double-check that the Best Practice Messaging Service is only running on the Bp Premier database server. The Best Practice Messaging Service may exist on a Bp Premier client, but it should be marked as stopped and disabled.

To check the status of the Best Practice Messaging Service:

  1. From the Windows Start menu, search for and open up the Services app.
  2. In the list of Services, find Best Practice Messaging Service.
  3. Right-click the Best Practice Messaging Service and choose Properties.
  4. Check the startup type and the service status. The service status should be set to stopped, and the start-up type should be disabled. Update the startup type and service status if they are not already set to these options.

Last updated 09 September 2022.