Windows 10 Support

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16782: Dragon Medical Support for Microsoft Windows 10

VIDEO Library - Dragon Medical

Log in to iSupport and search for solution
           16932: VIDEO Library - Dragon Medical
A library of current video topics is available to our customers
for supporting their Dragon Medical products

Driven By Dragon - Webinar Series

Click here for information to keep you up-to-date with
Dragon Medical's Driven By Dragon Webinar series.

       Tina - Web Interactive Support Tool

      Click here for the latest improvements and information.

New Software Releases

Click here for new Dragon Medical software releases.

DataCenter Migration to Microsoft Azure Cloud

Click here for information benefitting hosted Dragon Medical
and related products scheduled for migration to the
Microsoft Azure Cloud on Sunday, February 21, 2016.

Scheduled DataCenter Maintenance

Click here for scheduled maintenance events for hosted
Dragon Medical products.

DataCenter Alert Notification Registration

Click here for information on registering and managing your own
user profiles with our new NHNS notification system for hosted
Dragon Medical products!

eTIPS Articles

Click the eTIPS icon on the right to submit ideas for Dragon Medical topics that you would like to see.

Thank you!

Did you know about our Dragon Medical Direct welcome section with recommended iSupport solutions?

This video topic covers the recommended iSupport solutions (articles) for the Dragon Medical Direct product that should be added as iSupport Quick Links. An iSupport solution added as a Quick Link will allow customers to be notified whenever updates to that solution occur.

Click the image below to play this video.

To learn more and to keep current with any changes to this topic, log in to  iSupport and search for solution 15913: Dragon Medical 360 | Direct - Documentation & Release Notes

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Did you know what the Anti-Virus recommendations for Dragon Medical (DMNE) are?

Nuance recommends installing anti-virus software on all Dragon Medical 360 | Network Edition (DMNE) servers and clients for obvious protection of the customer system from potential downtime due to malware.

However, please log into iSupport and search for solution 15981: Anti-Virus recommendations for Dragon Medical 360 | Network Edition to review details for the following recommended categories of folder, process, file, and application exclusions that should be removed from any anti-virus scans:

• DMNE Client Exclusions
• DMNE Master User Profile Exclusions
• DMNE Server Exclusions
• Microsoft Recommends Excluding DFSR System Folders from Antivirus Scans
• XenApp Server Exclusions
• Virtual Endpoint Related Exclusions
• EHR Target Application Exclusions
• Novell® Product Exclusions

Observing these recommended exclusions will ensure the proper operation of the DMNE components.

Important:
Not adhering to these recommendations can lead to performance delays and crash conditions.

To learn more and to keep current with frequent changes to this topic, log in to iSupport and search for solution 15981: Anti-Virus recommendations for Dragon Medical 360 | Network Edition. This solution should be added as an iSupport Quick Link. An iSupport solution added as a Quick Link will allow customers to be notified whenever updates to that solution occur.

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Did you know you can download legacy software for Dragon Medical Direct?

Please log into iSupport and search for solution 16970: Dragon Medical Direct (Standalone) - Legacy Software Downloads.

This solution provides previous versions of Dragon Medical | Direct (Direct) Standalone software for instances when customers require the ability to rollback their installation and return/reload to a previous build.

This will address cases where Direct upgrades may be unsuccessful.

Currently, Direct (Standalone) version 2.1 Service Release 2 is available for download.

To learn more and to keep current with any changes to this topic, log in to  iSupport and search for solution 16970: Dragon Medical Direct (Standalone) - Legacy Software Downloads.

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Did you know that an improper DMNE server reboot sequence can cause NMC Data Usage reporting issues?

Customers using Dragon Medical 360 | Network Edition (DMNE) can experience instances where the Nuance Management Server (NMS) stops processing Usage Data due to the DMNE reboot sequence being out of order.

Typically the issue is that the NMS is rebooted first, before SQL, which causes connection errors as well as time-out issues. This stops the NMS server from processing Usage Data. This is evident when running the DMNE Nuance Management Console (NMC) Usage Reports. Users will find that the Usage Data ends after a certain date and no further data is available.

Rebooting the NMS or recycling the Nuance Management Server Service will resolve this problem, prompting the NMS to re-write pertinent entries within SQL and thus restarting the Data Usage processing.

For the recommended DMNE server boot sequence, refer to iSupport solution 16691: DMNE Server Services: Uptime, Monitoring, and Startup Sequence.

To learn more and to keep current with any changes to this topic, log in to iSupport and search for solution 16965: Improper DMNE server reboot sequence can cause NMC Data Usage reporting issues.

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Did you know about Dragon Medical support for the HIPAA Security Rule?

• 12231: How Products and Services support the HIPAA Security Rule
  - To learn more and to keep current with any changes to this topic.
  - To view a whitepaper on HIPAA Compliance for Maintenance Service to
  evaluate the security aspects of Products and Services as part of your risk analysis required for HIPAA Security Rule compliance.
  
  Note: This document is in PDF format and require a PDF Reader to view. Nuance provides download of a free Nuance PDF Reader from our web site.
  
  
• 12244: Remote Diagnostics Whitepaper
  - HIPAA Compliance for Remote Diagnostics.

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Driven By Dragon - Webinar Series

We have changed our webinar hosting service to WebEx Event Center. All audio is now be available through your computer's sound system (including the Question and Answer audio). A teleconference call is no longer required.

The next quarterly Webinar for our Dragon Medical customers is: Thursday, February 18th, 2016. To register, please click the Register button below:

	Thursday, February 18th, 2016 at 2:00 PM EST
	Thursday, May 12, 2016 at 2:00 PM EST
	Thursday, August 11, 2016 at 2:00 PM EST
	Thursday, November 10, 2016 at 2:00 PM EST

Recently on October 8th, Dragon Medical Technical Support presented our latest Driven by Dragon Webinar. The content included the following topics:

• Healthcare Stories
• New and pending software releases for Dragon Medical products
• Documentation and iSupport content improvements
• Technical Spotlight: Dragon Medical version identification
• Question and Answer

To review recorded Webinars from the Driven By Dragon series, please click the video links below:

Dragon Medical Driven By Dragon Quarterly Webinar Recordings
Description		Length (Min:Sec)	File Size	Posted Revised
	4Q' 2015 - October 8 Requires several minutes to begin playback	63:08	413 MB	10/8/15
	3Q' 2015 - July 10 Requires several minutes to begin playback	53:25	488 MB	7/10/15
	2Q' 2015 - April 9	42:44	117 MB	4/10/15
	1Q' 2015 - January 8	48:08	190 MB	1/8/15
	4Q' 2014 - October 9	32:12	51 MB	10/13/14
	3Q' 2014 - July 10	21:25	20 MB	7/18/14

To learn more about the Driven by Dragon Webinar Series and to keep current with any changes to this topic, including external links to recorded video for customers without iSupport access, log in to iSupport and search for solution:

#16449: Dragon Medical "Driven by Dragon" - Quarterly Customer Webinar Series

If you are not an iSupport subscriber, click iSupport Timesaver for information about how you may get started with iSupport.

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What's New with Tina?

Tina, Nuance's web interactive support tool, is a text-based, chat window hosted on your iSupport Home tab that delivers self-service support. Tina offers a human-like conversational approach when communicating with Nuance's customers. The focus for Tina is to quickly and accurately answer common questions about the Dragon Medical product.

December Analytics
This past month's reporting analytics for Tina shows the following metrics:

• 216 Conversations
  (drop last month is due to December holiday influence)
• 73% First Contact Answer (FCA)
  ..where the percentage of user inquiries are resolved with the
  first answer. FCA value was equal to last month.
  (see chart below)

Two (2) survey questions are used to poll our customers and are
answered most recently up to 14% of the time for the first question
as shown below.



Survey results below for Tina represent "Excellent" and "Good"
responses. The Dragon Medical team is investing more resources
to improve customer satisfaction. This includes conversation
analysis and providing improved answers.



This metric below shows that only 11% of customers logging into
iSupport actually take advantage of Tina's self-service benefits.

Please continue to ask Tina your questions!

Tina Demonstration
Press the play button on the following eTIPS video image for a brief demonstration on the operation of Tina.

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What's New with Software Releases?

Dragon Medical Hosted on Nuance Cloud
DataCenter customers subscribe to Dragon Medical 360 | Network Edition and Dragon Medical 360 | Direct, hosted on the Nuance Cloud.

[DataCenter update completed 10/12/15]
Nuance Management Server (NMS) version 5.0 SP1
(build 5.0.41.2)

This NMS 5.0 SP1 release is currently not released for upgrades to customer, DMNE on-premise systems.

For information on new features and enhancements for NMS 5.x from the What's New or Release Note documents, please login to iSupport and search for solution:

#16800: NMS 5.0 releases for Hosted Dragon Medical products on Nuance Cloud

Dragon Medical 360 | Network Edition
 

 
 
Dragon Medical 360 | Network Edition client, version 2.5

For a complete listing of all software releases and associated release documentation, login to iSupport and search for solution:

(North American English only)
#14274: Dragon Medical 360 | Network Edition or Enterprise Edition - What's New and Can I download the Current Version?"

(International)
#16657: DMNE Software Downloads for International Customers - ENG (United Kingdom English)

Dragon Medical 360 | Practice Edition

[Released 12/7/15]
Dragon Medical Practice Edition, International version 3.1
Service Pack - (French, German, UK English)

[Released 8/20/15]
Dragon Medical Practice Edition, International version 3.0
(French, German, UK English)

[Available for download from iSupport 12/1/14]
Dragon Medical Practice Edition, version 2.2,
ENU (North American English) with Windows 8.1 support

For a complete listing of all software releases and associated release documentation, login to iSupport and search for solutions:

North American English only
#14640: Dragon Medical Practice Edition - What's New and Can I Download Replacement Software?

International
#16678: DMPE International Software Downloads

Dragon Medical 360 | Direct

[Released 1/19/16]
Dragon Medical 360 | Direct, version 2.1 SR4

For a complete listing of all software releases and associated release documentation, login to iSupport and search for solution:

#15913: Dragon Medical 360 | Direct - Documentation & Release Notes

PowerPack For Cloud™
PowerPack Plus™
PowerPack for EHR™

[Released 9/16/15]
PowerPack For Cloud (Direct) Version 1.0

PowerPack for Cloud is specifically for the Dragon Medical | Direct product hosted on the Nuance Healthcare Cloud. This package includes 21 medical specialties (.dat files) that collectively contain over 650 templates for the NMC Administrator to import into the appropriate customer NMC groups.

For more information on this Dragon Medical product offering, login to iSupport and search for solution:

#16430: DM360 PowerPack™/Search My Commands™/Clinical Calculators™ - Software Download and Documentation

Dragon Medical NuanceLink Medical Updates

[Released 9/25/15]
Medication Update

A recent medical update have been made available for Dragon Medical 360 | Network Edition (DMNE) customers. The customer's Nuance Management Server (NMS) will automatically "pull" (download) these updates as they become available. Once these updates are downloaded, each update will need customer approval through the Nuance Management Console (NMC) Messages page before the update is made available through the Profile Optimizer Server for distribution to the DMNE end-users. Once approved, the task status can be checked through the NMC Utilities under the Profile Optimizer Task List.

For more information on this Dragon Medical product offering, login to iSupport and search for solution:

#14281: Dragon Medical NuanceLink Medical Updates

If you are not an iSupport subscriber, click iSupport Timesaver for information about how you may become an iSupport member.

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DataCenter Migration to Microsoft Azure

As part of our on-going effort to ensure Nuance is providing the highest possible level of service for all of our cloud-connected products, Nuance will be migrating from our existing DataCenters to the Microsoft Azure Cloud on Sunday February 21, 2016. The following Dragon Medical and related products will benefit from this migration:

• Dragon Medical Direct
• SpeechAnywhere Services
• Dragon Medical Network Edition with Hosted Nuance Management Server (NMS)
• PowerMic Mobile
• Nuance Management Console (NMC)

Microsoft has emerged as one of the clear industry leaders in a rapidly evolving cloud services market. The Microsoft Azure platform provides a highly scalable, reliable, redundant and secure cloud hosting environment. Partnering with Microsoft will deliver a superior level of service while allowing Nuance to focus on the development and delivery of world-class health IT solutions.

Thank you for your continued support and partnership.

To learn more and to keep current with any changes to this topic, please login to iSupport and search for solution 16969: Microsoft Azure Data Center Migration

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Scheduled DataCenter Maintenance

The table below posts pending, scheduled maintenance events for the following Dragon Medical products hosted on the Nuance Healthcare Cloud:

• Dragon Medical 360 | Network Edition
• Dragon Medical 360 | Direct

Reminder communications will be sent prior to each respective maintenance event that will detail the specific impact to all applicable system components.

If you have any questions about these upcoming maintenance events, please contact your Project Manager directly or contact Technical Support.

Nuance Healthcare Notification Services (NHNS)

Nuance is pleased to be able to provide our Hosted DataCenter customers with the capability to self-register and manage their own user profiles within our new Nuance Healthcare Notification Services (NHNS) system.

To register additional customer contacts to be notified by email distribution and other contact methods, please login to iSupport and search for solution:
16967: Nuance Healthcare Notification Services (NHNS) Introduction

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iSupport is a Proven Timesaver

iSupport is an Internet based support site where you can search our dynamic knowledge base for answers to your questions, access our library of operational manuals and quick reference guides, view the latest product enhancements, and submit online requests for service.

iSupport Knowledge Base Content Update:
A number of important knowledge base articles have been added or reissued with updated information to iSupport, as follows:

• #16965 Improper DMNE server reboot sequence can cause NMC Data Usage reporting issues
• #14274 Dragon Medical 360 | Network Edition or Enterprise Edition What's New and Can I Download the Current Version?
• #14760 How to completely uninstall and reinstall Dragon Medical Client - Remover Tool
• #15913 Dragon Medical 360 | Direct - Documentation & Release Notes
• #16932 VIDEO Library: Dragon Medical
• #16960 DMNE Client Error: "The paste action cannot continue due to unsupported formats being held on the clipboard"
• #14274 Dragon Medical 360 | Network Edition or Enterprise Edition What's New and Can I Download the Current Version?
• #15981 Anti-Virus recommendations for Dragon Medical 360 | Network Edition
• #16956 Novell® SecureLogin causes performance issues and crash conditions
• #16945 DMNE Client cannot connect to NMS Server: "An error occurred while receiving the HTTP response"
• #16950 vSync Minidragon error: "The application was unable to start correctly 0xc0000142"

To see the details of any item on the above listing, simply log in to iSupport and search for the article number that precedes each item.

Getting Started with iSupport
Registered iSupport members are able to use the full features of iSupport and submit online service requests. Click Getting Started with iSupport to view instructions on how to register to become an iSupport member.

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Contacting Support

A dedicated Healthcare Support team available 24x7x365 services customers who have an active maintenance contract with Nuance.

Nuance Healthcare Technical Support

This organization can offer assistance via remote on-line connectivity to your systems. It's available toll-free at 800 833-7776 via our "Say Anything" menu. At the prompt simply say:

"Dragon Medical 360 | Network Edition Support" or
"Dragon Medical Practice Edition"

On the other hand, save the call and access Nuance Healthcare's Support Center through our iSupport, Internet-based website at https://isupport.nuance.com. If you are not an iSupport subscriber, click iSupport Timesaver for information about how you may become an iSupport member.

Nuance Depot Repair Service

Click here for a Web Form to submit a Depot Repair Service Request for Connexions Station (C-phone), Optic Mic, PowerMic, Philips Speech Mic, tape-based recording devices, digital recorders, etc. iSupport members can save time by simply logging in to iSupport and submitting a service request choosing "Depot" as the Request Type.

NOTE: There is no need to submit a Depot Repair Service Request on a PowerMic under a current Nuance Maintenance Contract. Call Nuance's Customer Account Management team at 800-339-7683 to get the broken PowerMic replaced. At the prompt simply say, "PowerMic Replacement."

Nuance Healthcare Technical Support

Additional information about how to contact Nuance's customer support team is available at Nuance's Technical Support websites:

Click here for Dragon Medical 360 | Network Edition

Click here for Dragon Medical Practice Edition:

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Nuance Welcomes Your Feedback

We are very much interested in your feedback regarding this eTIPS newsletter.
Click here to reply to this email with your comments or suggestions.

We would love to hear your ideas for future eTIPS newsletters. If you have an idea, suggestion or an article you would like included in our eTIPS newsletter,
Click here to email your idea to our eTIPS editor.

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