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FAQs:  FREQUENTLY ASKED QUESTIONS

Questions
  1. Students complain that if they log into the system after their classmate it brings up their classmates information instead of their own information.  This seems to be real problem how do we fix it?

  2. I get an error message stating that "Either your session time is up, or somehow we've lost track of your Session Link." or that I have been "timed out of my session."

  3. I did not receive a confirmation page after submitting data to the DaraArc system.

  4. I opened up the browser and had difficulty accessing the DataArc page.

  5. I was able to access the DataArc home page, but I was not able to log into the system to enter my data.

  6. Why was the DataArc system down and when can I expect it to be back up?

  7. A note on Downtime

  8. When are backups done?

  9. How do I get the tables and data to display on the printout when I want to print information or the results from data searches on the DataArc web site?

  10. What are the hardware requirements for the Pocket RC software?

  11. What about Windows Mobile 6 PDAs?

  12. What about Windows Mobile 6 Smart Phones?

  13. PDA, WM2005, Windows 2003 CE, and Active Sync

  14. Do you support Palm devices?

  15. Can Macintosh computers use a PDA?

  16. Common PDA Problems

  17. What about WIFI?





Questions and Answers
  1. Students complain that if they log into the system after their classmate it brings up their classmates information instead of their own information.  This seems to be real problem how do we fix it?

    This is a problem with the web page caching function that is one of the settings on your Internet browser.  This problem can be easily corrected by following these instructions for disabling the cache function.  Open Internet Explorer from the Menu Bar click on the Tools option.  From the drop down menu click on Internet Options.  You will then need to click on the tab titled General and under the section Temporary Internet Files click on the Settings button.  Under Check for newer versions of stored pages click the radio button next to Every visit to the page.  Then click Ok and Ok again.  Unfortunately, caching can also occur at many additional levels - LAN (Local Area Network), WAN (Wide Area Network), and ISP (Internet Service Provider).  Multiple levels of caching can cause very odd results.  In general, if there is misidentification, caching, at one or multiple levels, is the problem.  The most insidious effect of caching is that although it appears that you are at the DataArc site, in reality you are at the cache site and the cache site returns the page you requested and neither the request nor the returned page is from DataArc.  Back to Questions list

  2. EXAMPLE:  Students One through Ten use Time Clock to log in.  Student Ten is the first to use Time Clock to log out.  If the cache is active on that computer, when Student One attempts to log out, Student One will get Student Ten's information.  This is because Student One's request to log out is intercepted by the web browser's cache and the browser doesn't send the request to DataArc but instead sends Student Ten's page to the web browser.  So Student One sees Student Ten's Time Out page.  If the cache is at LAN level, then all computers tied to the same LAN use the same cache.  So students may get cached pages even if they use different computers in different buildings.  The LAN links all the computers in the same LAN together.  If the system uses a WAN cache, then it is possible that the cache will send the same page to different students in different facilities or even in different cities, depending on how the WAN is constructed.  Back to Questions list

    NOTE:  There is no method that DataArc can use to either control or detect caching.

    Why doesn't the cache recognize that Student One's request is different from Student Ten's request?  Caches store web pages and intercept requests for pages with the same name.  The majority of DataArc's web pages are form pages - the structure of the pages are identical or nearly identical but the data on the page is different, however, the page name is the same.  The page that is requested by Student One and Student Ten has the same name but the data is different.  The cache sees that the requested pages are the same and uses the one in the cache rather than sending the request to DataArc.  Back to Questions list

  3. I get an error message stating that "Either your session time is up, or somehow we've lost track of your Session Link." or that I have been "timed out of my session."

    This message is generally caused by one of three problems.

    • Session Time Limit is 60 minutes:  The DataArc system is set to time users out after 60 minutes of inactivity.  In this case "inactivity" means not going to another page.  DataArc does not capture keystrokes that occur while filling a page, so the server does not know if you are working on a page.  However, the server does know if you go from page to page and the 60 minute timer restarts on every new page.  DataArc uses timed sessions to prevent someone else from using your log in and password to navigate and enter erroneous data as well as to free up server space when the user is not actively using the system.  If this happens re-enter your log in and password to gain access to the system.
    • Local Caching of Pages:  Your computer is caching pages and you are not connecting to DataArc.  Solution:  Set your browser not to cache.  Every broswer and version has different steps to do this.  Please use the browser help to determine the exact procedure needed to set the browser not to cache.  The browser cache setting should be something equivalent to:  Check for newer versions of stored pages:" then select "Every visit to the page"
    • Server or ISP Caching of Pages:  Solution:  Check with your ISP or Server administration to see if they are caching pages.  If so, see if they will turn off caching for DataArc.
      Back to Questions list

  4. I did not receive a confirmation page after submitting data to the DaraArc system.

    Occasionally the electronic information is lost in the transmission process.  The simple solution is to click the back button on your browser and resubmit your information.  Back to Questions list

  5. I opened up the browser and had difficulty accessing the DataArc page.

    Access to all Internet sites is traffic dependent.  Even the most prominent sites sometimes have difficulty with customer access as a result of traffic coming into and out of their location.  This affects not only the site you are trying to reach, but also the local ISP from which your service is provided.  Frequently this is resolved by closing and reopening your browser or by trying the site at a later time.  Back to Questions list

  6. I was able to access the DataArc home page, but I was not able to log into the system to enter my data.

    Occasionally the electronic information is lost in the transmission process.  The simple solution is to click the back button on your browser and resubmit your information.  Another solution is to close your browser and re-enter through the home page.  This is analogous to your home phone system where occasionally you dial a number and the system does not connect, so all you do is redial the number.  Back to Questions list

  7. Why was the DataArc system down and when can I expect it back up?

    We have selected a very reliable ISP, Flagship Hosting, to provide our Internet service.  However, all ISPs experience some down time as a result of weather, power outages, hackers, software problems, and server nuances.  In most instances the system will be up and running within a few minutes, only during unusual circumstances will it take longer to get the system operational.  Back to Questions list

  8. A note on Downtime

    It is important to remember that no ISP can guarantee a 100% uptime.  It is also important to realize that a 99% UPTIME translates into over three and a half days of downtime per year and that a 95% uptime still results in over 18 days of downtime.  DataArc is committed to working with our ISP to minimize the amount of downtime experienced by our clients.  Back to Questions list

  9. When are backups done?

    Flagship Hosting performs a daily backup at 3 AM.  In addition, DataArc does its own independent backup weekly on the weekends.  Although the backup procedure only takes less than a minute, it may affect access to the site.  Back to Questions list

  10. How do I get the tables and data to display on the printout when I want to print information or the results from data searches on the DataArc web site?

    • Printing Instructions for Color Printers
      • In your Internet browser go to the View menu and select Text Size from the drop down; select text size at medium or smaller to increase the amount of text you can view on a page.
      • )  Go to File menu, from the drop down click on Page Set Up and make the following changes:  Select Landscape and set all margins at 0.25 and then click "OK"
      • Go back to the File menu, from the drop down click on Print.
    • Printing Instruction for black and white printers
      • Windows 2000
        • In your Internet browser go to the View menu and select Text Size from the drop down; select text size at medium or smaller to increase the amount of text you can view on a page.
        • Go to File menu, from the drop down click on Page Set Up and make the following changes:  Select Landscape and set all margins at 0.25 and then click "OK"
        • Go back to the File menu, from the drop down click on Print.  If the text or numbers do not print appropriately you may need to adjust the print settings.  From the File menu, click on Print and choose the Paper/Quality tab, and click on the Advanced button.  Select Halftone Color Adjustment and click on the Properties button; use the default settings.
      • Windows 1998
        • In your Internet browser go to the View menu and select Text Size from the drop down; select text size at medium or smaller to increase the amount of text you can view on a page.
        • From your Internet browser go to the Tools menu and select Internet Options; click on the Advanced tab and scroll down to the Printing heading where you will need to select Print background colors and images.  (This will result in white text on a gray background.)
        • Go to File menu, from the drop down click on Page Set Up and make the following changes:  Select Landscape and set all margins at 0.25 and then click "OK"
        • Go back to the File menu, from the drop down click on Print.

  11. What are the hardware requirements for the Pocket RC software?

    The only device requirement for using the Pocket RC software is that the device has Windows 2002 or 2003 Mobile or WM2005 Operating System.  Back to Questions list

  12. What about Windows Mobile 6 PDAs?

    PocketRC should work on PDAs that use WM6. PocketRC does work on some PDAs that use WM6, based on feedback from some of our clients. What DataArc does not know is if PocketRC will work on all PDAs that use WM6.  Back to Questions list

  13. What about Windows Mobile 6 Smart Phones?

    Unlike web browsers, where there are standards and most browsers adhere to these standards, there are no standards for smart phones. Service providers often have their own software that modifies the OS. So the same phone using WM6 may not behave in the same manner from one provider to the next. In some cases features are disabled based on the plan from the service provider. Until smart phones adhere to a standard, it is economically unfeasible for DataArc to provide versions of PocketRC that will work with every smart phone and service provider combination. Based on client feedback, some smart phones can use PocketRC while other do not. Since service providers readily change plans, phones, and features, DataArc can not make any recommentations concerning smart phones.  Back to Questions list

  14. PDA, WM6, WM2005, Windows 2003 CE, and ActiveSync

    Please note that you can NOT have multiple versions of ActiveSync on your computer simultaneously. If your PDA is using WM2005 as its OS, then you must have ActiveSync 4.1. You must use the appropriate version of PocketRC and ActiveSync for your PocketPC. If your program has some PocketPCs that use WM2005 and others that use Windows 2003 CE, then you must have separate computers that handle each type of PocketPC. Windows 2003 CE, WM2005, WM6, and ActiveSync are Microsoft products.  Back to Questions list

  15. Do you support Palm devices?

    Palm devices and other PDAs that use the Palm OS are not supported at this time.  Back to Questions list

  16. Can Macintosh computers use a PDA?

    We've tested a Dell Axim X3 with Pocket Mac's PocketMac® Lite software and they allow Macintosh computers (see Pocket Mac requirements) to interact with the DataArc site. In theory, any of the PDA devices supported by Pocket Mac should work, however, we make no assertion that any device will connect to the DataArc site with this software.  Back to Questions list

  17. Common PDA Problems

    In order to use the PDA device your program MUST have students, faculty clinicians or clinical instructors, clinical sites, and clinical areas entered into the database.  If one of these is missing, you will get an error message or the PDA system will not work properly.

    Another source of errors are local firewalls that prevent the PDA from communicating with the DataArc site.  Firewalls are commonly used at instutions, including hospitals, clinical sites, and educational institutions.  This generates a 10054 Communication Error.  If this happens it is almost always NOT a DataArc problem.  An easy way to test this is to use another unconnected site (for example, try logging in from home instead of the campus).  If you can log in from the alternate site, you know that the problem is a firewall at the original site.  You need to talk to your local IT personnel and have them open the proper port in their firewall.  Back to Questions list

  18. What about WIFI?

    WIFI will allow you to upload the data to the database without having to put the device in the cradle, however, WIFI only works when you are within the rage of a WIFI base station. Also some WIFI base stations will work only with authorized devices. So for instance, at UTMB students and faculty can use WIFI equiped devices. But off campus it will not work because the PDA is out of range of the base station. The vast majority of hospitals will not be offerring WIFI service. Most of our users would not have WIFI access except for potentially within campus. The other confounding issue is that regardless of WIFI is that you still have to regularly place the device in the cradle to charge the battery, so you might as well upload your files at the same time, which in essence negates the need for WIFI.  Back to Questions list

  19. Back to Questions list