NS - Knowledgebase

The OfficePro service allows for the upload of files but there are limitations about the upload service, that you will need to keep in mind.  The NaturaeSoft service has 2 limitations. First, we limit all files to 10MB or less, also we only allow 10 minutes per upload of each file this means that you will need to have a certain speed of the internet to achieve the upload of your files upload time depends on two things:

• Total file size you’re sending.  Your operating system can tell you this.
• Your upload speed (not download speed).  Find this using a speed test site like http://speedtest.net/.

Once you have this info, use the table below to approximate your upload time.

So in theory you would need to have a 128 kb upload speed or higher to upload 10MB files.

If you have any trouble uploading files and your speed is in the range above, please contact support@naturaesoft.com. 

Accessing the Merge Function:

• Navigate to the Patient Detail page.
• Click the Merge Patients link in the top right corner.

Selecting the Duplicate Patient:

• Choose a suggested duplicate patient from the list or use the search function to find the duplicate you want to merge.

Reviewing the Merge Preview:

• After selecting the duplicate patient, you'll be taken to the Merge Preview window.
• Here, you can review the patient information and decide whether to proceed with the merge or change the merge direction (A -> B or B -> A).

Finding Duplicates in Reports:

• You can also see a list of duplicate patients by going to the Admin Reports home page under the Patients tab.

Important Note:

• Warning: The demographic information of the old patient will be lost after the merge, but all files and transactions will be transferred to the new merged patient account.

Problem: You are unable to connect with OfficePro.NaturaeSoft.com or Secure.NaturaeSoft.com.

Background

There are several potential reasons for connectivity issues with NaturaeSoft services, including problems with your browser, computer, firewall, router, ISP, or NaturaeSoft’s servers. To effectively address the issue, we need to conduct a systematic troubleshooting process to identify the underlying cause.

Solution

When our servers experience downtime, the NaturaeSoft support team is alerted through a monitoring service. Our engineers work swiftly to identify and resolve the issue, usually restoring services within 15-30 minutes. Most connectivity issues are often local rather than server-related.

Steps to Troubleshoot Connectivity Issues

Refresh the Page:

• Press F5 or CTRL + R to refresh the page.

If the Page Displays an Error:

• Copy and paste the error message.
• Send the error message to support@naturaesoft.com.
• Attempt to reaccess the service through the main login at: https://secure.naturaesoft.com/login_practice.asp.
• Await a response from NaturaeSoft or proceed to the next troubleshooting step.

If the Page is Just Spinning or Indicates It Cannot Connect:

• Try accessing the alternative URLs:
  • https://secure.naturaesoft.com
  • https://officepro.naturaesoft.com

If You Still Cannot Connect:

• Check Your Internet Connectivity:
  • Open a new browser tab and search for something on Google or visit a different website.
• If you can access other sites but cannot connect to NaturaeSoft, proceed to the next step.

Check NaturaeSoft Server Status:

• Visit http://www.NaturaeSoft.com/Server_Status/.
• If the status page indicates that our services are down:
  • Please be patient; our engineers are actively diagnosing the issue.
  • Refer back to the server status page or the login page to check for updates.

If NaturaeSoft Servers Are Up:

• Restart Your Browser:
  • This can help clear any bad cookies or cache issues.

If You Still Cannot Connect:

• Restart Your Router:
  • This can resolve issues related to connectivity blocks due to throughput or outdated firmware.

If You Still Cannot Connect:

• Escalate to NaturaeSoft Support:
  • If none of the above steps have resolved the issue, please escalate your concerns to NaturaeSoft support.
• Run a Traceroute:
  • Perform a traceroute to NaturaeSoft servers by following this link: http://support.naturaesoft.com/kb/a20/traceroute.aspx.

Conclusion

By following these steps, you can systematically troubleshoot connectivity issues with NaturaeSoft services. If problems persist, please reach out to our support team for further assistance. Thank you for your patience and understanding.

You are not able to connect with OfficePro.NaturaeSoft.com or Secure.NaturaeSoft.com. 

Background

There are many reasons why you may not be able to connect to NaturaeSoft services. It could be the browser, the computer, the firewall, the router, the ISP, or NaturaeSofts, firewall or servers. In order to better address the issue trouble shooting needs to be done to determine the underlying cause of the error. 

Solution

When the servers go down the NaturaeSoft support team is allerted to this through a monitoring service and our teams goes swiftly to work to identify and treat the issue to get your services back running as fast as possible. In most circumstances issues with connectivity to the service are local and do not have to do with NaturaeSoft server / service performance. In most cases of the issue being server related NaturaeSoft's team of engineers can get the the services back up within 15-30 minutes.  

Most of the time that a NaturaeSoft service does go down it still may be available through an alternative domain. You can access the NaturaeSoft service through either :

• https://Secure.NaturaeSoft.com
   

or

• https://OfficePro.NaturaeSoft.com 
   

In order to troubleshoot the issues with connecting to our servers please follow the path outlined below: 

In the event that you cannot connect to the service please try the following things in order:

• Refresh the page with the F5 key or CNTRL + R

If the page has an error on it then...

• copy and paste the error and send it to support@naturaesoft.com
• Try to reaccess the service from the main login at https://secure.naturaesoft.com/login_practice.asp
• Await a response from NaturaeSoft or proceed to the next step to troubleshoot connectivity.

If the page has no error on it, but is just spinning or says cant connect then... (

• Try the alternative URL
  • https://secure.naturaesoft.com
  • or https://officepro.naturaesoft.com

If you still cannot connect then....

• Check for internet connectivity by searching on Google or going to another new web page.

If you can reach another site but still cannot connect to either URL then....

• Check for NaturaeSoft Server status online at http://www.NaturaeSoft.com/Server_Status/

If http://www.NaturaeSoft.com/Server_Status/ shows our services to be down, then...

• please be patient as our engineers are on the case and are actively diagnosing the issue.
• Refer back to the server status page or to the login page to check for the return of connectivity.
•  

If NaturaeSoft Servers are up and their status looks good Then (

• Restart your browser to see if it is related to bad cookies

)

If you still cannot connect 

• Restart your router to see if the router has hung or blocked connectivity to our services due to throughput or outdated firmware issues.

If you still cannot connect

• Escalate to NaturaeSoft support (see below)
• Run a trace route to NaturaeSoft servers -