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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
Best,
Madhuri
Marco
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
Hi,
I have also mirrored your settings (the ones displayed on the screen shot, I have
additional options) without success.
Respectfully,
www.gehealthcare.com
Hi Glen,
Let me know what you find as I really would like to get this working.
Thanks,
Marco
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.
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
Glyn
Hello Glyn,
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
Respectfully,
E Missy.Polacek-Ryan@ge.com
www.gehealthcare.com
Initialize and script ActiveX controls not marked as safe for scripting prompt
Make sure to log off and log back onto enterprise. I did same steps with good results.
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.
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.
E Missy.Polacek-Ryan@ge.com
www.gehealthcare.com
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,
E Missy.Polacek-Ryan@ge.com
www.gehealthcare.com
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
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,
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.
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,
E Missy.Polacek-Ryan@ge.com
www.gehealthcare.com
IS the VNC server running on the machine? Do you have similar issues with other customer
devices? Is this isolated to this particular device?
Any suggestions? I need to get this program working for customer support.
Respectfully,
E Missy.Polacek-Ryan@ge.com
www.gehealthcare.com
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.
E Missy.Polacek-Ryan@ge.com
www.gehealthcare.com
Hi Missy,
Try this:
You must have a newer laptop image with default IE8 settings.
Initialize and Script Acitive X Controls not marked as safe --> set to Prompt.
Restart browser.
Hello,
I need assistance with Insite 2. I opened a case in January and no one has been able
to help me.
E Missy.Polacek-Ryan@ge.com
www.gehealthcare.com