What are recommended troubleshooting steps?

If you have experienced any slowness or technical issues within your EHR, we recommend the following troubleshooting steps.


1. Try an alternate browser

Your first troubleshooting step should always be to try another internet browser. If needed, there are links below to download Practice Fusion supported browsers.


Google Chrome

Mozilla Firefox

Internet Explorer

2. Fully close and restart your browser

If you gradually experience slowness as the day progresses or later in the day after having seen several patients, we recommend closing all browser windows and relaunching your browser. Relaunching the browser should alleviate this slowness.


3. Ensure your machine and internet connection meet system requirements

If you experience consistent slowness throughout the entire day or intermittent moments of slowness, this may be due to your computer's processing capabilities or internet connection. Please review our system requirements per the link below to ensure your machine meets our minimum requirements. Even if the device was working previously, an update to the internet browser or the EHR itself may limit the functionality (or accessibility) if the computer does not have the minimum required memory and processor.


System Requirements

 

In order to make sure your internet connection meets our minimum requirement, please visit the link below to run a speed test.


Speed Test


You may also run a speed test from the Help menu within your EHR. For additional information, click here


4. Try launching incognito or private browsing to determine if a browser extension is affecting the EHR

Certain browser extensions may not be compatible with Practice Fusion or may cause performance issues throughout the EHR (e.g. slowness). To determine this, you may try accessing the EHR through a private or incognito browser window.  Please see the following links for instructions, per browser: Google Chrome, Mozilla Firefox, Internet ExplorerNote: Certain extensions may continue to run in incognito mode. 


  


If that resolves the issue, a browser extension is likely causing the issue and will need to be removed. Please see the following links for instructions on disabling extensions, per browser: Google Chrome, Mozilla Firefox, Internet Explorer.  


5. Pop-up Blocker

When using the Download link to view or download a document or Patient Education link to print educational materials, the program will automatically open a new internet browser window. Most browsers (e.g. Internet Explorer, Firefox, etc.) have a pop-up blocker enabled which may block the document or lab order window from opening properly. Please visit the link below to edit these settings in your browser.


Disable Pop-up Blocker


6. Ad Blockers

Ad blockers can prevent various screens throughout the EHR from loading properly. If you encounter a blank screen when accessing a particular feature (e.g. the Meaningful Use dashboard), this may be due to an ad blocker installed on your browser. Please visit the link below to edit these settings in your browser.


Disable Ad Blocker


7. Log in directly from www.practicefusion.com

If you log in through a bookmark or saved desktop icon, you may have difficulty using the EHR. You should always log in directly from www.practicefusion.com by clicking the Log In link at the top of the page.


8. Verify login credentials

You may also be experiencing an issue with your login credentials. This can happen because the internet browser may automatically populate these credentials. You should verify that your login credentials are entered correctly without any spaces, extra characters, or missing letters. Adding all practice members as users within your account can help keep your practice up and running, should you encounter any login issues. Designating multiple administrative users will also allow more users to internally reset the password for any staff member in the practice.


Login Assistance


slowness

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