Rcopia: Troubleshoot Connectivity Issues

This article reviews reasons behind connection issues for Rcopia.

Checking Your Web Browser and Clearing Cookies

Ensure you are using one of these internet web browsers:

  • Microsoft Edge
  • Google Chrome
  • Mozilla Firefox

Then follow the instructions provided in this article: How To Clear Cache and Cookies

If the above article did not work for your current web browser, try one of the other browsers mentioned and follow the same steps highlighted in the article listed above for that browser.

Enabling Cookies Within Your Web Browser

Cookies for Chrome

The following section is for enabling cookies within Google Chrome.

1. Within Google Chrome, select the three descending dots in the top-right corner of Chrome.

2. Navigate down to Settings and click on it.

ChromeSettings.png

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3. Click Privacy and Security on the left of the newly-opened window.

ChromePrivacy.PNG

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4. Select Cookies and other site data (scroll down to see this option, if necessary). 

ChromeOtherSiteData.PNG

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5. Ensure the bubble next to Allow all cookies is selected.

ChromeAllowCookies.PNG

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6. Refresh the browser tab for Rcopia after making this change. Do this by clicking into the URL bar at the top of the browser, and pressing the Enter key on your keyboard. You should see the screen flicker, indicating Google Chrome has refreshed the page. 

Cookies for Mozilla Firefox

The following section is for enabling cookies within Mozilla Firefox.

1. Within Mozilla Firefox, select the three dash lines in the top-right corner. 

2. Navigate down to Settings and click on it. 

FirefoxSettings.png

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3. Locate Privacy and Security on the left of the newly-opened tab and click into it.

FirefoxPrivacy_Security.PNG

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4. Ensure the bubble next to Standard is selected.

 

5. Refresh the browser tab for Rcopia after making this change. Do this by clicking into the URL bar at the top of the browser, and pressing the Enter key on your keyboard. You should see the screen flicker, indicating Google Chrome has refreshed the page. 

Cookies for Microsoft Edge

1. The following section is for enabling cookies within Microsoft Edge.

2. Within Microsoft Edge, open a new tab by clicking on the plus icon at the top.

3. Select the three dots in the top-right corner.

4. Navigate down to Settings and click on it.

EdgeDots.png

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5. Locate Privacy, search, and services on the left of the newly-opened tab and click into it.

EdgeBalanced.PNG

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6. Ensure the box labeled Balanced is outlined and click on it if it isn't.

  • If "balanced" does not work, try "basic" in an attempt to get the website to load, then switch back to "balanced" after the attempt.

6. Refresh the browser tab for Rcopia after making this change. Do this by clicking the circle arrow next to the URL bar. You should see the screen flicker, indicating Google Chrome has refreshed the page. 

Check access to other internet websites

Try accessing other websites that are not Rcopia. Anything will do, such as: Google, Gmail, Hotmail, or anything else.
If they take a while to load, but do load eventually, try the next step in this article.

If not, try turning the router/modem off and wait 30 seconds before turning it back on.

Check to ensure Internet Service Provider is not having issues/do a speed test

You can reach out to your Internet Service Provider to see if there are any issues, reported outages, or decreases in performance. Their websites should also have information and areas that may share this information

Additionally, you can Google search "speed test" or go to speedtest.net to check your network speed.

Check your local firewall to ensure DrFirst is not being blocked

For this, you may need to reach out to your local or internal technology team if you have one.  You should be able to use Google to learn how to check your network's firewall if you do not have a local or internal technology team.

Check for recent changes in network, security settings, malware, or new software

Just like the last step in this article, you may want to reach out to your internal technology team if you have one.

If you do not have an internal technology team and haven't had any new software downloaded or had any suspicious downloads, you can move onto the next step.

See if issue is just for one user or across multiple users/devices

Are multiple users at the practice experiencing the same issues with connecting to Rcopia or is this issue present on multiple different devices/machines?

If so, please feel free to reach out to us by submitting a request. 

 

Large amounts of data being transferred? (i.e., prescription signatures, renewals, etc.)

If there is a large amount of data being transferred, such as a large list of prescriptions or renewals being sent or if there are multiple items being changed or altered all at once, it may be necessary to reduce the number down to only one or two at a time.

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