When a user cannot open a study in the OnBase Patient Window, the following message is displayed in the document viewer:
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There was an error processing this DICOM Study request. Please contact your administrator.
This message is displayed when there is an error with the study URL. One possible cause is that the server retrieving the studies is offline.
If the server is functioning properly, ensure the viewer parameters are correct. These parameters are configured in OnBase Configuration under Medical | DICOM | Viewer Integration Settings.
This error may also be due to an authentication failure. The Merge ICA Authentication plug-in must be properly installed on the iConnect Access server, and the correct Authprovider must be specified in DICOM Configuration.