Frequently Asked Questions

I am experiencing an ActiveX error that keeps popping up?

I log in and get a blank page with a log out button in the top Left

What are the minimum required computer specifications for remote access and general viewing of ProvCare and PACS (Stentor) medical images?

I have Windows XP or Vista (32 bit) and have Internet explorer 8, can I still get images and HPF?

I already have a OneHealthPort account but am unable to view Stentor radiographic studies from outside the hospital, is there a fix for this problem?

How do I download the Stentor ActiveX control?

I cannot successfully download the Stentor ActiveX control, is there a fix for this problem?

How do I download the Java Runtime Environment?

I am getting an error when I try to connect to Ibex from ProvCare. How can I fix this?

Every time I open Internet Explorer, it continually tries to use a dial up connection to access Stentor. What should I do to resolve this issue?

How do I bookmark the OneHealthPort login page?

Is there an online resource that I can refer to for questions about the processes for OHP registration, subscribing, passwords, user IDs, etc.?

Where do I find information about resources and services, other than clinical results, that are available on the web from Providence Health & Services?

I recently received my hardware security token and the LED displays some or all the digits, but I can’t successfully login to ProvCare. Where can I go for support on this issue?

I do not have access to Information Technology Support staff. Can you recommend a computer specialist that I can contract with for assistance with hardware and/or software setup?

Does Providence Health & Services cover the cost if I choose to contract with one of these third-party computer specialists?

After I log in, the system returns me to the log in page. What should I do?

Preparation for the new ProvCare environment:

In order for ProvCare to work via OneHealthPort, you will need to install two files.  The first one is a newer version of InstallShield which will install the second file. The link for the first file is here:

http://www.providence.org/resources/washington/ISScript1050.msi

Double Click the link, choose run from the dialog box. Your security settings may ask you again if you want to run this , choose Run again. 

Click Next, then read and accept the licensing agreement clicking next again after choosing the "I accept..." option.

Lastly click the Next, Install, then Finish buttons as they appear.

Next, we will install the updated controls for Provcare.  The link for that is here:

http://www.providence.org/resources/washington/PhysicianPortalMergeModule.msi

Choose Run, your security settings may ask you if you want to run this , choose Run again.

Click Next, then read and accept the licensing agreement clicking next again after choosing the "I accept..." option.. 

Leave the default user values in place, making sure that the option to Install this application for "Anyone who uses this computer" is selected and click next.

Leave the default option "Complete" selected and click Next. Click Install, then Next.

A short installation process will complete. Click Finish, and you are done. 

You may now resume connecting to ProvCare via OHP as you normally do.

Question:  "I'm getting a blank Log in Screen with a log out button on the top Left side"

Answer:  See "preparation for the new ProvCare Environment" above.

Question: What are the minimum required computer specifications for remote access and general viewing of ProvCare and PACS (Stentor) medical images?

Answer:

• Pentium IV processor
• 256 MB RAM installed, 256 MB available memory. For users that plan to view a lot of multi-frame data clips (cine clips), we recommend upgrading the memory to 512 MB RAM
• 1024x768 monitor resolution, 24-bit color (Accelerated Video Card)
• 17” or 19” monitors if you plan to view a lot of PACS images
• Windows 2000 or Windows XP with Service Pack 2 or higher & 32 bit versions of Windows Vista
• 64 bit versions of XP or Vista & Macintosh computers running Windows emulators or native Windows are not directly supported by us at this time.
• At minimum Internet Explorer 6,  or higher version with some security modifications to trusted sites as answered below. 
• High-speed internet connection such as DSL or cable modem
• If you will be viewing PACS images, you must also have sufficient rights to allow automatic installation of the PACS and F5 FirePass ActiveX Controls
• If you will be viewing Medical Records or Deficiencies, you must have the version 1.4.2_13 of the Java Runtime Environment installed

Question: I have Windows XP or Vista (32 bit) and have Internet explorer 8, can I still get images and HPF?

1. Go to tools & then options
2. Click the security tab
3. Click the icon for trusted sites
4. Under that box, on the Right hand side is the "sites" button.  Click and follow step 5 to add a site to your trusted list.
5. Make sure the checkbox at the bottom of the page is unchecked. Add "*.providence.org" (without the quotes) to your trusted sites list. Click O.K. until you get back to your browser. Close your browser and restart it. You should now have access to HPF and Images. This will give you access to HPF on Vista 64-bit as well, but currently due to restrictions on the VPN software, unfortunately we can not provide radiology images on a 64-bit system.

Question: How do I download the Stentor ActiveX control?

Answer: If your PC does not automatically download the Stentor ActiveX control when you are logged into ProvCare and try to view images, you can download it manually by clicking on  this link. Save the application to your computer and follow the prompts on the download wizard to complete the installation.

Question: I cannot successfully download the Stentor ActiveX control, is there a fix for this problem?

Answer: In most cases, you do not need to login to download the ActiveX controller. Simply browse to the Stentor URL. Once you see the login screen, the controller has downloaded. BUT there are a variety of things that would cause the Stentor ActiveX control to fail downloading correctly. We have identified some of these issues so that your computer support specialist or third-party vendor can more effectively troubleshoot the source of your connectivity problem(s):

• You do not have administrative rights on your PC, or the sufficient level of access, needed to will allow the user to download ActiveX controls from the Stentor webpage.
• Your PC is running Internet Explorer 5.5 or higher and Windows 98, ME, 2000, NT or XP.
• Internet Explorer (IE) must be configured to allow, or prompt for, the downloading and running of ActiveX controls.
  
  Within IE, select TOOLS, then INTERNET OPTIONS, and then the SECURITY tab. Select “customize” and proceed by selecting “enable” of all of the ActiveX options. If you are using Norton, it will also be necessary to disable Norton while you are online.
• You get the following error: "no valid digital signature" when attempting to login to Stentor. Windows XP SP2 includes a number of security enhancements that are known to cause problems with iSite and the installation of the Stentor ActiveX controls. When this happens you get the "no valid digital signature" error message. The known workaround for this problem is to change the settings for Internet Explorer by following this sequence of steps:
  
  1. Launch Internet Explorer
  2. Click "Tools"
  3. Click "Internet Options..."
  4. Click on the "Advanced" tab
  5. Scroll down to the "Security" section
  6. Ensure that "Allow software to run or install even if the signature is invalid" is checked. This selection is unchecked by default. 
  
  NOTE: For Windows XP SP1 the equivalent default option appears to be "Check for signatures on downloaded programs". Uncheck this option.
• There are multiple settings related to ActiveX controllers for every “Web Zone” in IE. Providence cannot list every combination and permutation of settings that could relate to ActiveX settings. ActiveX is one of the bigger vulnerabilities in IE, so individuals employ different ways to restrict “bad” ActiveX controllers - these are dependent variables that are outside of our control. As such, we can only point out that ActiveX settings are a potential source of your problem and refer you to one of the third-party computer specialists for assistance.
• Your PC must be configured to allow pop-ups so that the smaller IE window can function properly with the ActiveX component.
• Please note that there are known issues with misconfiguration of various networking devices such as personal Firewalls, Pop-up blockers and Antivirus Software (example: Norton) that are installed on the end-user's side of the connection. Some Personal Firewalls will need to be configured to allow traffic through to Stentor over TCP ports 80, 443, and 6464. TCP ports 80, 443, 6464 could be opened to allow connectivity. The user must coordinate any configuration changes with their IT Department since these changes involve security issues.
• Symantec's Norton Personal Firewall (NPF) or Norton Internet Security (NIS) software will need to be temporarily disabled in order to allow ProvCare's Stentor images to be delivered to the users' computers. Symantec's NPF or NIS products must be disabled prior to connecting to OneHealthPort and re-enabled upon exiting ProvCare. (Note that this is NOT the Antivirus piece; only the firewall/internet security piece prevents Stentor from running.) Any decision to disable Norton Personal Firewall or Norton Internet Security, either temporarily or permanently, is solely the users' responsibility, due to the possible security risks involved in such action.

DISCLAIMER: Providence shall not be liable to any person, and the user agrees to hold Providence harmless for any claims, damages or other losses arising out of use of the user's own equipment, including, but not limited to, security settings.

Question: How do I download the Java Runtime Environment for viewing Medical Records?

Answer: Click here to go to the Sun/Java web page that allows you to download and install JRE 1.4.2_13. At the top of the Download page, you will be prompted to accept the license agreement. Complete the following steps to install the Java Runtime Environment.

1. Select Windows from the Platform drop-down menu, check the box to agree to the Software License Agreement, and click Continue. 
2. Click on j2re-1_4_2_13-windows-i586-p.exe. A File Download window will appear.
3. In the File Download window, click Run or Open. The new JRE will be downloaded. Depending on your security settings, you may also have to choose to Run the installation program.
4. Click Next. The License Agreement window will appear.
5. Select I accept the terms and click Next. A Setup Type window will appear.
6. Select Typical and click Next. The Installation window will appear. It may take a few minutes to complete.
7. When the InstallShield Wizard Completed window appears, click Finish.
8. You may be prompted to reboot your PC. Save any work before rebooting. If prompted, you must reboot in order for the changes to take effect.

Question: I am getting an error when I try to connect to Ibex from ProvCare.