We are seeing an AC POP up . AC support reviewed it but did not have a definitive root cause.
Wanted to see if anyone on this forum has some insights.
We are seeing this when our provider started using Quest lab orders from AC chart about 4 weeks ago aligned with Covid 19 outbreak and doing tele-medicine . No other AC user, they all are support/MA staff , sees this pop up. So it pops up only on the client units the provider is logged in to AC and doing Quest lab orders.
I recall to enable Quest Lab interface in AC the provider also had to open an account with Quest/360. This account may be in an expired password state since the provider did not log in to that account ever since AC Quest interface setup was completed.
If we terminate the AC from windows task manager, the pop up goes away immediately and hence we are thinking and feel positive this pop up is coming from AC.
Anybody using Quest Lab order interface ? Do you have to have an active account in Quest/360 ? So each time you place a Lab order in AC, it validates with credentials in Quest/360 account in the background?
I know nothing of the interface, but it looks like it is simply asking for the password. Isn't Quest 360 wanting to verify you have an account. Maybe it is two-factor authentication. Have you spoken with Quest 360. It sounds like it is associated with AC for sure, but it seems that it is Quest wanting verification. Just a guess.
At least they give you > 80 minutes to think of a password. Quest doesn't give you some sort of "Forgot Password" prompt?
We have a closure . The issue was successfully root caused by Quest and Amazing Chart.
Whenever somebody opens the Quest ordering window, it immediately opens an active session with Quest using the automatic single sign on provisioning. That Quest session has a timeout that when expired, the user will be prompted to re-enter credentials.
If an AC user is careful enough to log-out of the Quest session, each time the user has gone to the Quest ordering window and submitted an order, one will not see this pop up. What was happening within our practice is that some users did not know it is a requirement to log out, so the Quest timeout expired triggering the pop up. If you just close the window by clicking X on the top right, it does not terminate the session.
What I do not process well, nobody else using Quest ordering with Amazing Chart ? And if others are indeed using, have you not bumped into this pop-up yet ??
Attached, please find a screenshot that appears after a Quest order has been submitted, the red bubble on the top right shows where to log out in that screen.
