There are a few reasons why we would not receive studies from your site. Below are some quick items to check that resolve the issue in most cases.
- Unmapped Scanners
- If the scanners are not mapped to a facility the studies will not upload. Below is a screenshot of how this will present
- KB on how to map scanners: https://acrconnectsupport.acr.org/support/solutions/articles/11000118163-unmapped-scanners
- If the scanners are not mapped to a facility the studies will not upload. Below is a screenshot of how this will present
- Studies failed to Upload
- In some cases studies will fail to upload. This will present similar to an unmapped scanner but will be under the 'Data Upload' section.
- To correct this, you can use the Retry All Failed Submissions button. KB locate here: https://acrconnectsupport.acr.org/support/solutions/articles/11000128987-retry-all-failed-submissions
- Please note, depending on the amount of studies this can take a significant time to complete.
- Services not running
- ACR Connect utilizes several services that all need to be running to properly process the studies. From the server where ACR Connect is installed you can view the services from the Services console. Here is a link to our KB on which services are needed for ACR Connect: https://acrconnectsupport.acr.org/support/solutions/articles/11000134116-acr-connect-services
- Typically services not running can be corrected by a reboot of the server. In cases where the services continue to not start successfully, we recommend checking for any missing updates. KB on how to check/complete an update here: https://acrconnectsupport.acr.org/support/solutions/articles/11000133107-completing-update
If these steps are unsuccessful and you need further assistance, please reach out to our Support team at acrconnect@acr.org