On this page you will find questions that are most frequently asked by practice representatives when Datavant Site Connect team does white glove agent install service for the practice. We recommend you review this article before installing agent by yourselves or scheduling install service. If you have a question that is not listed on this page, please contact your ACO to create a general inquiry ticket via the Web App, or email us at svc_hjdev@datavant.com.
What is the Site Connect Agent?
- See Agent Specifications page for details
How do I install the agent?
- To install the agent, either perform a self-install, or schedule an agent install service.
What do I need for an agent installation?
- See Pre-install Checklist page for details
How do I schedule an agent installation?
- See Scheduling Agent Install Service page for details
When does the agent run?
- Site Connect Agent will only run during the specified execution window selected at the beginning of the installation phase.
How long does the agent run for?
- The amount of time Site Connect Agent is running to complete the extraction really depends on many variables such as the size of the practice, internet connection stability, etc. Typically, the initial historical extract would take longer than the daily extract. For most client, initial historical extract can run between one to two hours and daily extract can run between 15 to 30 minutes.
How can I control when and how long the agent runs for?
- Currently, there is no ability for practices to directly modify start time or other timer variables.
- With the default timer settings, each extract query can run for up to 2 hours at max. The agent will abort the query when timeout limit is reached.
- Site Connect Team can remotely configure and modify the agent with the following timer variables:
- start time: controls when agent will start the daily extract
- blackout block: controls when the agent is not allowed to run any query.
- Currently, there is no ability to configure the agent to run on distinct extract schedule for a specific day.
- Please contact your ACO to request changes to timer settings of the agent.
I've been notified that there is an issue with the agent, what do I do?
- See Common Agent Errors page for hints. If you cannot fix the issue, please notify your ACO to schedule a maintenance call via the Web App or email us at svc_hjdev@datavant.com.
How do I stop the agent?
Please follow the steps below to stop the agent from running:
- Log onto the server in which the Datavant Site Connect Agent was installed.
- Open services.msc. The easiest way to do this is right click on start menu, and select run.
- Type services.msc and then hit <enter> key.
- Scroll down to JumpAgent service.
- Right click on JumpAgent service, select stop.
- Right click on JumpAgent service, select properties.
- Change startup type to disabled.
- Repeat steps 4 to 7 for JumpAgentMonitor and JumpAgentRestart services.
How do I restart the agent?
- See Restarting Agent page for details.
Do I need to restart my server to restart the agent?
- No, restarting agent does not require restarting of the server.
My database has moved servers or has had a server upgrade. What should I do?
- If your database had a server upgrade or moved to a different server, check with your ACO to confirm if the agent still can connect. If the agent encountered connection issue, please notify your ACO to schedule a maintenance call via the Web App.
My EHR has had a version upgrade. What should I do?
- EHR Version upgrades very rarely break the Agent's connection to the DB. Please check with your ACO to confirm if the agent still can connect.
What is the timeline of when we can expect to receive the data after the completion of the Site Connect Agent installation?
- Please contact your ACO to confirm the delivery timeline.
Does the Site Connect Agent need to be installed on the database server or installing it on the EHR application server would be enough?
- Installing the agent on the EHR application server would not be an issue for most EHR as long as the application server has access to the database server.
What process have you used in the past to connect the Site Connect Agent to the database when the database server is hosted by EHR vendor?
- Since the agent needs to be installed on the database server but it is being hosted by EHR vendor instead of the practice, a technician from the EHR vendor support team would need to attend the installation call to provide assistance. We recommend that the practice open a support ticket with EHR vendor and coordinate with one of their support technicians. Please notify your ACO to schedule an install call via the Web App once you've coordinated the best time.
- As a reminder, we need the following items ready at the beginning of the call for a successful installation:
- Database server host name or IP address
- Database port number
- Database name
- Read-only database credentials with access to the database
- The EHR vendor should have access to all of the information above.
I'm experiencing slowness while accessing the EHR application and I think it's because of the Site Connect Agent!
- The agent would only run at the run time specified during the initial installation. As part of the troubleshooting procedure, the JumpAgent services can be disabled to see if there's any immediate improvement. If there is, then we will troubleshoot potential issue with the agent from our end while keeping the services disabled. If there isn't any improvement, then we can rule out the agent being the cause of the slowness.
- It is also likely that the server that the Agent is currently installed on do not have enough resources to run pAgent as well as other existing applications at the same time. We can then suggest installing the Agent on a different server with enough resources.