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Support Tips
CPRS Focus
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VA Support Trends
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Support Tips

Work Faster - Work Offline!

With Dragon Medical Network Edition (DMNE) Offline Mode, the master user profile is not retrieved from across the network. Instead, the locally-cached profile is used. This reduces the time it takes to start using the DMNE Client and can also compensate for operational latencies when working on a slow network.

 NOTE: Offline Mode requires a network connection for initial authentication of the DMNE client to the Nuance Management Server (NMS) where the user must have successfully logged in at least once prior to enabling the Offline Mode option before this feature can be used.

Enable Offline Mode by checking the checkbox: If you know your network is slow, enable this option to work offline. This option is presented on the Dragon Login dialog box when the DMNE Client is launched.

Enabling the Offline Mode option applies only to the current DMNE session and is disabled at the next login. This option must be enabled again to work in Offline Mode.

Nuance recommends logging online at least once a week to synchronize the DMNE client with the NMS server.

"Top 10" iSupport Tickets Submitted

The following resolution code data from Dragon Medical service requests provide a view into the "Top 10" issues reported by the Veterans Affairs.

IMPORTANT: While there are many potential causes of profile corruption, the most common cause is when the user's workstation is ungracefully shut down before Dragon Medical can complete the save/synchronization action and close the profile.

When Should an Administrator Restore a Profile?

If a Dragon Medical user is unable to open their user profile, the first step is to identify any error message that accompanies this failure. There are several categories of causes for the inability of Dragon Medical to open a user profile:

• Internal Profile Corruption Errors
  This category is usually representative of profiles where one or more files, folders, indices, or other components are either missing, the version is mismatched, or the content or component shell is corrupted.
  
  
• Windows Folder Permission Errors
  This category represents Dragon Medical clients that are not able to access their profile's folder structure due to insufficient windows permissions.
  
  
• Locked Profiles and Breaking the Lock
  The user is prompted to "break the lock" on their profile. This message is provided as a warning. This issue can be caused when a folder or file lock is placed on the Dragon Medical profile folder structure. This lock can originate from different sources. However, the most common cause is that the workstation was ungracefully (prematurely) shut down before Dragon Medical could complete the save or synchronization action on the profile. Therefore, the profile lock was not removed.

Delete Locally-Cached Profile First

The user should first attempt to to delete the locally-cached profile prior to contacting and requesting a VA Admin restore their profile.

Follow the steps below to delete a locally-cached profile for Dragon Medical.

1. Launch Dragon Medical Network Edition.
2. At the login prompt, click Options.

   

   
   
3. On the Options page, check the checkbox labeled Delete my local profile only.
4. Click OK.

   

   
   
5. Have the user login as normal. The client will remove the locally-cached profiles and download a fresh copy from the Master Profile Share.

If Error Persists After Deleting Locally-Cached Profile

6. The user should contact the local Dragon Administrator to restore the profile from the Nuance Management Console.

CPRS Focus
CPRS V30C – Jumping Cursor  

The jumping cursor problem was initially identified after CPRS V30B was installed. This is a compatibility issue with the Dragon software. The issue was solved by running the advertised program below:

Start > Control Panel > Programs > Run Advertised Programs (32-bit) > "Dragon INI Fix for CPRS30b - "

However, when CPRS 30C was installed, the jumping cursor occurred again. Here is the fix:

1. Run the CPRS V30C (1.30.75) Update only.
2. Restart the PC.

If needed, have local OIT reinstall the DMNE .ini modification (below) that resolves the jumping cursor issue in CPRS. By default, the executable is named CPRSChart.exe.

[CPRSChart]

App Support GUID={dd100104-6205-11cf-ae61-0000e8a28647}

[CPRSChart\Enable Class Names]

TRichEdit=4

However, if the executable has been renamed to say CPRS.exe, then this modification would need to be updated to:

[CPRS]

App Support GUID={dd100104-6205-11cf-ae61-0000e8a28647}

[CPRS\Enable Class Names]

TRichEdit=4

 NOTE: Verify that the executable name matches what is set in the .ini file. If not, the .ini value must be changed to match the executable name.

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VA Support Trends

How Should an Administrator Restore a Profile?

The Dragon Medical Network Edition (DMNE) Master User Profile storage provides for profile storage on a shared network location allowing for centralized client access from multiple workstations.

The DMNE Profile Optimizer automatically creates backups of the Master User Profiles and stores them on the Master User Profile data location. The Profile Optimizer uses this backup process to automatically restore a profile that it determines has become defective. Each time a Speech Node starts a Language Model Optimization (LMO) task for a user profile, it validates the integrity of profile. If any defects are found, the LMO task replaces the profile using the Last Known Good backup copy for that profile. It is recommended to schedule LMO regularly to help maintain healthy, defect-free profiles.

A Nuance Management Console (NMC) administrator may need to independently restore the Last Known Good user profile for a provider if the profile cannot be accessed or is suspected to be corrupt, and the user has attempted to to delete the locally-cached profile prior to contacting the VA Admin to restore their profile.

The VA Admin can follow the steps below to restore a user's Dragon Medical profile:

1. Log into the Nuance Management Console (NMC) and highlight the User Account to restore.

   

   
   
2. Click the Restore icon in the User Profile Management section under the User Accounts ribbon.

   

   
   
3. Click OK to proceed with restoring the profile.

How Should an Administrator Verify Profile Restoration?

A VA Admin can verify that a profile has been successfully restored by using the following steps:

1. Go to the Utilities tab in the Nuance Management Console and click on Tasks.
2. On the Utilities ribbon, click on Profile Optimizer > Tasks.

   

   
   
3. This will bring up the Profile Optimizer Tasks search screen.
   1. Type the user's Dragon login name in the User Login field.
   2. Select Restore Last Known Good DNS Profile from the Task Type drop down list.
   3. Leave all other fields with default values.
   4. Click the Magnifying Glass button to execute the search.

   

   
   
4. This will load the Profile Optimizer Tasks search results. If the search returns no results, your profile restore task is in the queue, but has not been processed yet.

   IMPORTANT: Requesting another profile restore will not speed up this restoration task.

   Otherwise, see the following status definitions for your profile restoration tasks:

   1. Completed – restoration task completed successfully.
   2. Start Pending – restoration task is about to start.
   3. Failed – restoration task failed. See Reason column below for details.
      
      Profile remote access failed
      Speech Node could not access the profile path as indicated in the error message. Check with COTS to investigate if this is a valid path.
      
      Task was not reporting progress, and was forcibly stopped
      The profile restoration task froze and should be retried.
      
      The profile folder is locked
      The task could not complete because the profile folder was locked. Check the master user (roaming) network profile folder (not the local profile on the workstation) for a username.lck file and delete if found. Then retry the profile restoration task.
      
      
   4. Cancelled - restoration task did not complete. See Reason column for details. Retry profile restoration task and if cancellations continue, open an iSupport SR with Nuance for further troubleshooting.

Dictation Box Workaround for DMNE 2.3 and MS Office 365  

Dragon Medical Network Edition (DMNE), version 2.3 does not support Full Text Control in Microsoft Office 2016 applications (Office 365) such as Word 2016 and Outlook 2016. This means that users might experience inconsistent capitalization and spacing when dictating into these applications. Also, certain editing commands like "select " or "correct " will not function. However, users can use the Dragon Medical Dictation Box as a workaround until DMNE version 2.6.x becomes available.

To use the Dictation Box:

1. Place the cursor in the desired dictation location.
2. Start the Dictation Box in one of several ways:
   • Say "Show Dictation Box".
   • Select Tools > Dictation Box from the Dragon Bar.
   • Use CTRL+SHIFT+D.
   • Press a button on the PowerMic II or III (a button can be configured in the PowerMic II Options).
   
   
3. When the Dictation Box is displayed, the user can dictate and edit text inside the Dictation Box using all of Dragon's commands.
4. When finished dictating and/or editing the text, place the cursor in the target application at the desired location for the text to appear.
5. Say "Transfer Text" and the text dictated in the Dictation Box is then transferred to the target application and the Dictation Box closes.

 NOTE: Only one Dictation Box instance can be open at a time. Dictation Box settings can be configured in the Dictation Box tab located in the DragonBar under Tools > Options.

Below is a video link of the Dragon Medical Dictation Box in action. While this video uses the Dragon Medical Practice Edition product, the DMNE Dictation Box functions in the same manner.

https://www.youtube.com/watch?v=e8wqV6fyUvA

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