IT Services Help Desk: Frequently Asked Questions (FAQ)

Top Issues

I have forgotten my IRIS, AMC, MINDscape, CIS, or ORCA login/password.

If you have forgotten your IRIS, AMC, MINDscape, CIS, or ORCA login and/or password please call the IT Services Help Desk at (206) 543-7012.  Due to state regulations we are only authorized to relay this information to you via phone or secure campus mail.   Login or password information cannot be sent via e-mail

I have forgotten my email (UW NetID) password.

Instructions for obtaining a forgotten UW NetID password or having the password reset are located at http://www.washington.edu/computing/uwnetid/password/forget.html. Additionally you can contact the UW campus Computing and Communications department by phone at (206) 543-5970 Monday to Friday 8am to 5pm for assistance. Campus Computing can reset your UW NetID after verifying your identity.

I am unable to log into MINDscape.

• Utilize your IRIS login and password to access MINDscape. Contact the IT Services Help Desk 24 hours a day, 7 days a week at (206) 543-7012 if you need to obtain your IRIS login or password information.
• If you are using your IRIS login and password any still receive the message "Invalid username or password. Please try again." it typically indicates that you have not set up your permanent ORCA login and password. Contact the IT Services Help Desk at (206) 543-7012 to have your ORCA permanent password set for you.

What forms do I need to fill out to obtain AMC, Mindscape, IRIS, ORCA, or CIS access for a new employee?

• The new employee's supervisor will first need to login to the site https://info.medical.washington.edu using their UW NetID and password. If you do not have a UW NetID call the UW ITS Helpdesk at 206-543-7012 for further assistance.
• After successfully logging in select the link titled " Privacy, Confidentiality, and Information Security Agreement". This form should be printed, signed by the new employee, and kept on file with the department.
• Additionally, from the https://info.medical.washington.edu web page select the link labeled “Online IRIS/AMC/MINDscape Account Request”. Once this form has been filled out and submitted it will be automatically sent to a User Access Administrator for account creation. Account requests may take several days to process.

How do I contact UW Medicine IT Services?

Contact the IT Services Help Desk 24 hours a day, 7 days a week at (206) 543-7012 or via email at mcsos@u.washington.edu to report issues with hospital systems and applications. 

CIS

• Unable to log into CIS
• Concurrent Charting

Unable to log into CIS

Utilize your IRIS login and password to access CIS.  Contact the IT Services Help Desk 24 hours a day, 7 days a week at (206) 543-7012 if you need to obtain your IRIS login or password information. 

Back | Top

Concurrent Charting

• Concurrent Charting errors occur when two people are charting on the same cell or tile.  One person signs and the second person's data cannot be added because permanent data already exists for the patient in that cell or tile.
• If you know which tile or cell the data is being blocked from delete the data in that cell.  Resume entering data after the other user has signed.

Back | Top

Email

Email servers and accounts are owned and maintained by the UW campus Computing and Communications department.  Problems regarding server hardware or email passwords should be referred to this department.  Computing and Communications is available by phone at (206) 543-5970 Monday to Friday 8am to 5pm.

Common applications utilized by UW Medicine staff include PINE, WebPine, and Outlook Express.  Complete documentation regarding setup and usage for email applications is available from  http://www.washington.edu/computing/email/. 

• Creating an email account
• Setting up an email password
• Forgotten email passwords
• Setting up Outlook Express 
• Accessing email through WebPine
• Unable to save attachments in Outlook Express

Creating an email account

• If you are a new employee and need to access email please contact your supervisor to arrange for assignment of a login.
• Your supervisor will need to submit an IRIS/MINDscape/ORCA Account Request form from https://info.medical.washington.edu/online/support_Forms/iris_new.asp in order to generate your account.
• Once you receive your email address you will need to setup a password for the account.  Information on setting your password is outlined in the Setting up an email password section of this document.

Back | Top

Setting up an email password

• You will be unable to setup an email password if you have not received an IRIS login.  If you need to obtain an IRIS login and password contact your immediate supervisor.
• Go to https://uwnetid.washington.edu/newid/. Select "I have a UW NetID but no password" and choose the Next button.  From the "Tell us about yourself" screen select the “UW Medical Centers Personnel” option and choose the Next button.
• Enter all relevant requested personal information and follow the steps as listed.
• Contact the UW campus Computing and Communications department by phone at (206) 543-5970 Monday to Friday 8am to 5pm if you encounter problems with this process.

Back | Top

Forgotten email passwords

Contact the UW campus Computing and Communications department by phone at (206) 543-5970 Monday to Friday 8am to 5pm. The staff in this department will be able to reset your password after verifying your identity.

Back | Top

Setting up Outlook Express

• Outlook Express can be easily be configured for email access by utilizing the OE6 Configurator utility located at http://www.washington.edu/computing/email/oe-win.html.
  
• Contact the IT Services Help Desk at (206) 543-7012 if you experience any problems with the setup or configuration of Outlook Express.

Back | Top

Accessing email through WebPine

• WebPine is a browser based application that allows a user with a UW email account and a PC with Internet access the to utilize mail services without the need to setup or configure an application, such as Outlook Express.
• Access the WebPine utility through the web site http://webpine.washington.edu.
• If you have problems or questions regarding the WebPine utility contact the UW campus Computing and Communications department by phone at (206) 543-5970 Monday to Friday 8am to 5pm.

Back | Top

Unable to save attachments in Outlook Express

Outlook Express version 6 implemented a feature that disables the option for saving attachments that could potentially contain executable files or scripts. This blocks the save feature for some types of attachments. This feature can be disabled by performing the following steps:

• Open Outlook Express.
• Select the Tools menu and choose Options.
• Select the Security tab.
• Uncheck the box labeled “Do not allow attachments to be saved or opened that could potentially be a virus.” and click OK.
• Close and reopen Outlook Express.

Back | Top

EPIC

The EPIC Hyperspace application is located from the application list on the site https://info.medical.washington.edu.

• Forgotten EPIC login or password
• Errors

Forgotten EPIC login or password

Contact the IT Services Help Desk 24 hours a day, 7 days a week at (206) 543-7012 to obtain your login and password.  Due to state regulations we are only authorized to relay this information to you via phone.

Back | Top

Errors

Problems encountered in EPIC that are not listed in the Errors section of this document should be reported to the IT Services Helpdesk by phone at (206) 543-7012 or email at mcsos@u.washington.edu.

Windows Terminal Server ActiveX control has not been setup properly on your PC

Workstation record is not defined for client identifier

Blank blue window or a Windows desktop screen accessing EPIC Hyperspace

Back | Top

Errors

Windows Terminal Server ActiveX control has not been setup properly on your PC

Enter the site https://support.mcis.washington.edu and select the link labeled WTS Web Client Update.

Once you receive the following message attempt to access EPIC Hyperspace again.

Back | Top

Workstation record is not defined for client identifier

This error commonly occurs when a workstation is moved or newly installed.  In order to obtain EPIC Hyperspace access information regarding your PC must be entered into a EPIC server.  Send mcsos@u.washington.edu an email that includes the information listed below.  Instructions on how to obtain this information is also listed below.

• Hospital and room number of the PC
• Hostname of the PC
• IP address of the PC
• Primary user of the PC (if applicable)
• EPIC Printer ID (if printing from Hyperspace is required)

Hostname

To obtain the Hostname of the PC select the Start button, choose Run, type CMD in the Open: box, and select the OK button.

Type HOSTNAME in the black window and hit the Enter key.  The Hostname will be listed on the line above the flashing cursor.  Please include any dashes listed in the Hostname.

IP Address

To obtain the IP address of the PC select the Start button, choose Run, type CMD in the Open: box, and select the OK button.

Type IPCONFIG in the black window and hit the Enter key.  The IP address will be listed approximately half way down the page.

EPIC Printer ID

Printers that have already been configured for EPIC printing should be labeled with a sticker that starts with PUW or PHM.  Include the EPIC ID or the IP address on the printer if EPIC printing is required.

Back | Top

Blank blue window or a Windows desktop screen accessing EPIC Hyperspace

Internet Explorer security requires that the access server for EPIC Hyperspace be configured in order to obtain access.

1. Open an Internet Explorer window.
2. Select the Tools menu and choose Internet Options.
3. Select the Security tab.
4. Click once on Trusted sites.
5. Select the Sites button.
6. Type https://*.mcis.washington.edu in the "Add this Web site to the zone" box and select the Add button.
7. Select the OK button from the Trusted site dialog box. Select the OK button from the Internet Options dialog box.

Back | Top

MINDscape

The MINDscape application is available from any web browser through the site https://mindscape.mcis.washington.edu/mindscape/. 

• Unable to log into MINDscape
• MINDscape access for another hospital

Unable to log into MINDscape

• Utilize your IRIS login and password to access MINDscape.  Contact the IT Services Help Desk 24 hours a day, 7 days a week at (206) 543-7012 if you need to obtain your IRIS login or password information. 
• If you are using your IRIS login and password any still receive the message "Invalid username or password. Please try again." it typically indicates that you have not set up your permanent ORCA login and password.  Contact the IT Services Help Desk at (206) 543-7012 to have your ORCA permanent password set for you.

Back | Top

MINDscape access for another hospital

In order to obtain access to MINDscape for another facility besides where you physically reside you will need to fill out an application for clearance.  Contact the IT Services Help Desk at (206) 543-7012 to obtain the MINDscape clearance form.

Back | Top

ORCA

• Unable to log into ORCA Applications
• ORCA training website

Unable to log into ORCA Applications

• Please contact the IT Services Help Desk at (206) 543-7012 if you are unable to log into ORCA.  If you are a new user a password will need to be set for you.
   
• If you were previously able to login the Help Desk may need to reset your password.

Back | Top

ORCA training website

The website for ORCA application training is located at http://www.orcaed.washington.edu/.  Questions regarding content on this site should be sent to the IT Services Help Desk, available at mcsos@u.washington.edu or (206) 543-7012.