You are on page 1of 19

--Forwarded Message Attachment--

From: Madhuri.J.Trivedi@ge.com
To: David.Mehring@med.ge.com
Subject: FW: Email the Facilitators - InSite 2.0 - Service Ops
Date: Tue, 20 Mar 2012 22:21:19 +0000

This is support central email..for Windows 7 IE 8 issue solving. FYI..

Best,

Madhuri

From: Capilongo, Marco (GE Healthcare)


Sent: Friday, March 09, 2012 9:57 AM
To: Trivedi, Madhuri (GE Healthcare); Livermore, Glyn C (GE Healthcare); Polacek-Ryan, Missy (GE
Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

This worked. Ill explain on the call.

Marco

From: Trivedi, Madhuri (GE Healthcare)


Sent: March-09-12 10:29 AM
To: Livermore, Glyn C (GE Healthcare); Polacek-Ryan, Missy (GE Healthcare); Capilongo, Marco (GE
Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

These are full settings captured for ActiveX on my windows 7 SP1(patch already installed) with IE8 ..
similar to screenshots are sent before..

Best,

Madhuri
From: Livermore, Glyn C (GE Healthcare)
Sent: Thursday, March 08, 2012 3:57 PM
To: Polacek-Ryan, Missy (GE Healthcare); Capilongo, Marco (GE Healthcare)
Cc: Trivedi, Madhuri (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Are either of you available tomorrow Friday 9 th. If so I will set up a webex meeting we can see if we can
figure out what is going wrong. I will set up a system somewhere so that we can access it.

Glyn

From: Polacek-Ryan, Missy (GE Healthcare)


Sent: Thursday, March 08, 2012 9:38 AM
To: Capilongo, Marco (GE Healthcare); Livermore, Glyn C (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Hi,

I have also mirrored your settings (the ones displayed on the screen shot, I have
additional options) without success.

I have deleted all RAViewer programs and renamed my vncviewer.ext to


vncviewer.exe1.

Please advise on the next step.

Respectfully,

Missy Polacek-Ryan RT(R) B.S.

Interventional Invasive Applications Specialist

GE Healthcare Interventional Systems

T 800.437.1171 Option 4 (Applications Support)


E Missy.Polacek-Ryan@ge.com

www.gehealthcare.com

From: Capilongo, Marco (GE Healthcare)


Sent: Thursday, March 08, 2012 9:20 AM
To: Livermore, Glyn C (GE Healthcare); Polacek-Ryan, Missy (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Hi Glen,

No help with your settings.

1-No Raviewer anywhere on the hard drive

2-No vncviewer anywhere.

Let me know what you find as I really would like to get this working.

Thanks,

Marco

From: Livermore, Glyn C (GE Healthcare)


Sent: February-29-12 3:36 PM
To: Polacek-Ryan, Missy (GE Healthcare); Capilongo, Marco (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Hi Missy and Marco. Since you both have the same problem I have combined my responses back to you.
I dont have Windows 7 or IE 8 so I have asked a colleague to confirm she can connect and then send me
the screen captures of those. I included a picture of my IE6 settings which may be the same. I know we
have many users with this combination so it should work.

Can you check for me while I am waiting for that information.

1. Do you have RAViewer Control existing on your hard drive (normally in C:\WINDOWS\Downloaded
program files. If you do please delete it so we can reload it.

2.The RA viewer download will fail if somewhere on your hard drive you have vncviewer.exe

Please do a search for this file and if you have it temporally rename it to vncviewer.exe1

Then try the download again.

When I get the IE7 picture I will forward it to you.

Glyn

From: Polacek-Ryan, Missy (GE Healthcare)


Sent: Tuesday, February 28, 2012 3:21 PM
To: Livermore, Glyn C (GE Healthcare)
Subject: FW: Email the Facilitators - InSite 2.0 - Service Ops

Hello Glyn,

I am having problems using Insite 2 after my Windows 7 upgrade. I do have a SC case


open :http://supportcentral.ge.com/cases/sup_community_cases.asp?case_id=11519797

I have been referred to you from Alan Kuhn. Please take a look at this e-mail chain and
let me know if you can assist me, if not please let me know where to try next.
From: Polacek-Ryan, Missy (GE Healthcare)
Sent: Tuesday, February 28, 2012 3:20 PM
To: Kuhn, Alan (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Thanks Alan, I am back to my original errors.

I will contact Glyn Livermores team now.

Respectfully,

Missy Polacek-Ryan RT(R) B.S.

Interventional Invasive Applications Specialist

GE Healthcare Interventional Systems

T 800.437.1171 Option 4 (Applications Support)

E Missy.Polacek-Ryan@ge.com

www.gehealthcare.com

From: Kuhn, Alan (GE Healthcare)


Sent: Tuesday, February 28, 2012 2:03 PM
To: Polacek-Ryan, Missy (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Just rechecking IE settings.


In Tools --> Internet Options --> Security tab.

In Custom settings, ActiveX controls and plug-ins section:

Automatic prompting for ActiveX controls - enable

Download of signed ActiveX controls enable

Download of unsigned ActiveX controls enable

Initialize and script ActiveX controls not marked as safe for scripting prompt

Same settings as my IE. Download works.

Make sure to log off and log back onto enterprise. I did same steps with good results.

From: Polacek-Ryan, Missy (GE Healthcare)


Sent: Tuesday, February 28, 2012 12:19 PM
To: Kuhn, Alan (GE Healthcare)
Subject: FW: Email the Facilitators - InSite 2.0 - Service Ops

Hi,

The RAViewer is NOT downloading when I press OK the window just disappears and I
am left with the RAViewer Control Unavailable message on the bottom of the screen.

Before I can go forward how can I get my RAViewer back if it is not auto-prompting to
install?

Missy
From: Kuhn, Alan (GE Healthcare)
Sent: Tuesday, February 28, 2012 10:52 AM
To: Polacek-Ryan, Missy (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Hi,

Youre IE setting are set to prompt if the download is not safe. This is the prompt and just select
OK. The RAViewer will downloaded and the connection will commence.

If this does not help, I would open a case with the Remote Access community Glyn
Livermore is a facilitator of this community and this is really his area of expertise.

Hope this helps.

From: Polacek-Ryan, Missy (GE Healthcare)


Sent: Tuesday, February 28, 2012 10:35 AM
To: Kuhn, Alan (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Hi,

I removed the RAViewer as requested and now this is the message that I get. Also, I
looked through the Total Access troubleshooting guide but I had no idea what I was
looking for.
I am an applications specialist for the Interventional Invasive team, I am not a computer
expert and that is why I opened a SC case with the Insite 2 experts as advised by
onsite support at the Healthcare Institute and Kurt Bahr. I need to get this program
(Insite2) working on my computer is the bottom line. I opened this case in January and
there is still no resolution and it sounds like you are telling to me

Seek out a new team for support or read the guide myself and fix the issue that no one
else has been able to.
Respectfully,
Missy Polacek-Ryan RT(R) B.S.

Interventional Invasive Applications Specialist

GE Healthcare Interventional Systems

T 800.437.1171 Option 4 (Applications Support)

E Missy.Polacek-Ryan@ge.com

www.gehealthcare.com

From: Kuhn, Alan (GE Healthcare)


Sent: Tuesday, February 28, 2012 10:12 AM
To: Polacek-Ryan, Missy (GE Healthcare); Mahajan, Navdeep (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Within windows explorer, navigate to below. Right-click on the listed RAViewer components
and select Delete in menu. Just wondering, did you read the Total Access troubleshooting
guide in the Remote Service Support community. This is not a backoffice issue but a
connectivity issue. The Remote Service site facilitators can probably help further.

http://supportcentral.ge.com/products/sup_products.asp?prod_id=49420

is the site addr. Look in Installation and Support section for the guide.

- Al
From: Polacek-Ryan, Missy (GE Healthcare)
Sent: Tuesday, February 28, 2012 10:03 AM
To: Kuhn, Alan (GE Healthcare); Mahajan, Navdeep (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Hi,

I am not clear on the process to remove the RAViewer do you have any type of
instructions that I can follow?

Respectfully,

Missy Polacek-Ryan RT(R) B.S.

Interventional Invasive Applications Specialist

GE Healthcare Interventional Systems

T 800.437.1171 Option 4 (Applications Support)

E Missy.Polacek-Ryan@ge.com

www.gehealthcare.com

From: Kuhn, Alan (GE Healthcare)


Sent: Tuesday, February 28, 2012 9:59 AM
To: Polacek-Ryan, Missy (GE Healthcare); Mahajan, Navdeep (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Ok.
Try removing the RAViewer elements as described below. On next Insite connection, a new
RAViewer will be downloaded and installed on your laptop. This is used for the FE (laptop) side
of the connection.

- Al

From: Polacek-Ryan, Missy (GE Healthcare)


Sent: Tuesday, February 28, 2012 9:51 AM
To: Kuhn, Alan (GE Healthcare); Mahajan, Navdeep (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Hello,

Yes, other engineers can connect to these devices when I am not able to. My workflow
as to how I attempt to remote into systems has not changed, the only

Change has been my Windows 7 upgrade. I know how to use Insite2, I had been
successfully using it for 3+ years until the Windows 7 upgrade.

Respectfully,

Missy Polacek-Ryan RT(R) B.S.

Interventional Invasive Applications Specialist

GE Healthcare Interventional Systems

T 800.437.1171 Option 4 (Applications Support)

E Missy.Polacek-Ryan@ge.com

www.gehealthcare.com
From: Kuhn, Alan (GE Healthcare)
Sent: Tuesday, February 28, 2012 9:06 AM
To: Polacek-Ryan, Missy (GE Healthcare); Mahajan, Navdeep (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

You are attempted to connect via the VNC Total access connection. In order to do that, the VNC
server on the product must be running. I am not familiar with the DMS product as to how the
VNC server is activated on the device, etc.

Looks like the RAViewer is being downloaded properly, so IE settings do appear correct. Can
other engineers connect to this particular device? Then that rules out a device side problem.

You might also find the downloaded RAViewer in C:\Windows\Downloaded Program


Files. Remove the RAViewer.ocs and RAViewere.inf. Lets try that next to force download of
new RAViewer module.

From: Polacek-Ryan, Missy (GE Healthcare)


Sent: Tuesday, February 28, 2012 8:11 AM
To: Kuhn, Alan (GE Healthcare); Mahajan, Navdeep (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Hello,

I am not sure what you mean IS the VNC server running on the machine. I am not able to
access any systems using Insite 2 after my Windows 7 upgrade.
After I attempt to use Insite 2 and fail co-works are able to get into the machine that my
attempt failed on so I know for sure that it is my system that is not working properly.

Respectfully,

Missy Polacek-Ryan RT(R) B.S.

Interventional Invasive Applications Specialist

GE Healthcare Interventional Systems

T 800.437.1171 Option 4 (Applications Support)

E Missy.Polacek-Ryan@ge.com

www.gehealthcare.com

From: Kuhn, Alan (GE Healthcare)


Sent: Tuesday, February 28, 2012 7:58 AM
To: Polacek-Ryan, Missy (GE Healthcare); Mahajan, Navdeep (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

IS the VNC server running on the machine? Do you have similar issues with other customer
devices? Is this isolated to this particular device?

From: Polacek-Ryan, Missy (GE Healthcare)


Sent: Monday, February 27, 2012 10:56 AM
To: Kuhn, Alan (GE Healthcare); Mahajan, Navdeep (GE Healthcare)
Subject: FW: Email the Facilitators - InSite 2.0 - Service Ops
Hi,

Any suggestions? I need to get this program working for customer support.

Respectfully,

Missy Polacek-Ryan RT(R) B.S.

Interventional Invasive Applications Specialist

GE Healthcare Interventional Systems

T 800.437.1171 Option 4 (Applications Support)

E Missy.Polacek-Ryan@ge.com

www.gehealthcare.com

From: Polacek-Ryan, Missy (GE Healthcare)


Sent: Thursday, February 23, 2012 12:22 PM
To: Kuhn, Alan (GE Healthcare); Mahajan, Navdeep (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Hi Alan,

I have changed the settings as instructed and I am still getting the following error

Please advise.
Respectfully,
Missy Polacek-Ryan RT(R) B.S.

Interventional Invasive Applications Specialist

GE Healthcare Interventional Systems

T 800.437.1171 Option 4 (Applications Support)

E Missy.Polacek-Ryan@ge.com

www.gehealthcare.com

From: Kuhn, Alan (GE Healthcare)


Sent: Wednesday, February 22, 2012 2:48 PM
To: Polacek-Ryan, Missy (GE Healthcare); Mahajan, Navdeep (GE Healthcare)
Subject: RE: Email the Facilitators - InSite 2.0 - Service Ops

Hi Missy,

Try this:

You must have a newer laptop image with default IE8 settings.

You need to set the IE8 Explorer settings:

Tools --> Internet Options --> Security tab.

Set security level for this zone - to Low


Select Custom level --> ActiveX controls and plugins section. Set all settings in the section to enable
except for

Initialize and Script Acitive X Controls not marked as safe --> set to Prompt.

Restart browser.

From: Polacek-Ryan, Missy (GE Healthcare)


Sent: Wednesday, February 22, 2012 2:30 PM
To: Mahajan, Navdeep (GE Healthcare)
Cc: Kuhn, Alan (GE Healthcare)
Subject: Email the Facilitators - InSite 2.0 - Service Ops

Hello,

I need assistance with Insite 2. I opened a case in January and no one has been able
to help me.

It was suggested that I e-mail the facilitators.

Please look at the attached e-mail for details.

Logged By: Polacek-Ryan,Missy


Community: InSite 2.0 - Service Ops
Case Category: A User Interface or Server Error Report
Severity: Normal
Persons Affected: Few
Solve By Date: Friday, February 03, 2012 at 3:56:00 PM
Logged On: Monday, January 30, 2012 at 3:56:56 PM
Case Url:http://supportcentral.ge.com/cases/sup_community_cases.asp?case_id=11519797
Respectfully,

Missy Polacek-Ryan RT(R) B.S.

Interventional Invasive Applications Specialist

GE Healthcare Interventional Systems

T 800.437.1171 Option 4 (Applications Support)

E Missy.Polacek-Ryan@ge.com

www.gehealthcare.com