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Maintenance of Laptop

1. Close and Restart both Firefox and the device frequently (daily is recommended).  To do this: 
   1. PC—Windows go to Start/Turn Off Computer and either turn off or restart.
   2. Mac—Go to Apple/Restart or Turn Off 
2. Set up of Administrative Controls which prevent downloading of unauthorized software.  DO NOT set administrative controls which will limit the user’s ability to install HBC and or update software (the worker must have access to the full “HBC directory”) so they will not have issues when they need to “update software”.            
3. Check for malware, spyware and/or virus invasion.  Contact hb-help@mumms.com to complete this if necessary.

Internet Speed

Check your internet speed by going to speedtest.net.  Both upload and download speed should be (at minimum) 10 Mbps. 

NOTE: A good laptop will have a download speed of 20-25 Mbps and upload speed of 14-15 Mbps.)  Make sure to check the speed of the internet that you use when charting in HBC (i.e. home internet, Wi-Fi, office, etc.)

Common Problems: 

Try these solutions before contacting support:

Spinning Wheel

1. Enter this URL in the address bar: hbc.mumms.com/log/out. Re-open HBC and log in (you must be online). 
2. Firefox Updates.  HBC works on the browser Firefox. However, at times, Firefox updates to a new version before HBC developers are able to update HBC to function properly on the new version. IT IS EXTREMELY IMPORTANT TO SET FIREFOX TO “NEVER UPDATE”. You can then update Firefox when ready. To check version, Firefox-> Help-> About Firefox or Firefox -> About Firefox. Verify with tech support regarding the version for running HBC.
3. If the wrong version of Firefox is running HBC, HBC will need to be reinstalled using the install URL (obtain from the hospice’s HBC SuperUser). ***Do NOT uninstall.  Uninstalling will result in loss of any open or unsynched visits. Reinstalling (just running the installer again) will not cause any data to be lost but is sometimes necessary to fix certain problems.

To set Firefox to NOT update automatically:

Windows Machines:

1. Click Firefox
2. Click Options
3. Select Options
4. Click Advanced Tab
5. Click Update Tab
6. Select Never check for updates
7. Click Ok to exit this window

Mac Machines:

1. Click Firefox
2. Click Preferences
3. Click Advanced Tab
4. Click Update Tab
5. Select Never check for updates
6. Click red dot

Missing document 

1. Check to be sure the visit was closed and synchronized on the computer used to do the visit.
2. If you are looking for someone else’s documentation and it is not showing or stickies are not pulling to your form as anticipated, be sure their visit was closed AND synchronized at a time prior to the opening of your visit.
3. The visit may be archived if it is not recent.  View all visits via the view entire chart option from the top toolbar.
4. DO NOT recreate the document/visit. Report a problem. The support team will find the visit on the server or your machine and restore it to the chart.

Getting the message “connection broken”

Click on patient’s name (top of screen) or “Patients” in the menu bar (bottom of screen).

Unable to log in

• If you have forgotten your HBC password, ask the HBC Admin at your hospice to invite you to create a new one. 
• If your organization has multiple sites and/or programs, and the patients are found in separate locations, you may not have created a login and password for both, notify your administrator to send you a registration which will allow you to create a password.

Patient entered into PIM but not displaying in HBC

The patient information transfers from PIM to HBC virtually instantaneously, but during heavy internet traffic there may be delays. Contact support if patient is not in HBC after 20 minutes. If you contact support, they can expedite the process, so you have the chart immediately.

You entered the wrong date or time on the visit

Contact your HBC Admin. This can be fixed on the Admin Console

The form you are looking for is not available in the list of forms for the visit type

1. This occurs when the form is not mapped to the visit type or the worker does not have the correct job description/credentials.

Click on ALL Forms (bottom menu); You will now have access to any form in the program.

2. Report a problem to support regarding the need for the form to be mapped to the appropriate visit type for the long-term fix.

Chart is very slow

Check internet speed (see above instructions). 

Report a Problem

Do not ever hesitate to report a problem. 

For the most efficient reporting, follow these guidelines:

1. IF AT ALL POSSIBLE, please report the problem from the machine where the problem is identified from the top menu. 
   EXCEPTION: user cannot log into HBC.
   If user is unable to log in, log in to the Customer Portal and in the “Subject” lineof the issue, enter URGENT-Cannot log in.   https://jira.mumms.com/servicedesk/customer/portal/2/
2. Support needs the details.  Provide as much information as you can in the required boxes. 
3. Use the proper terminology as much as possible (i.e. if you are not seeing a form, do not report it as a missing VISIT, but a missing FORM). 
4. More than likely, the response from support will come via email, so watch your inbox for a reply. 
5. Occasionally, the support technician will need to look at your laptop/computer to diagnose and fix the problem.  An email will come to you asking for a “logmein” session.  If you are unavailable, respond to the technician with a suggested day/time that you would be available.   
6. If you want a phone call, enter the phone number and acceptable hours to call.