Update on Pyxis issues:

There have been some changes regarding contacting Pyxis Support for any Pyxis issues. Going forward, if Pharmacy is unable to fix a Pyxis problem and a Pyxis ticket needs to be entered, opening a ticket with the IT Helpdesk is the first step.

**Make sure to check the Pyxis problem board: ongoing Pyxis issues will be listed here as well as listing if a ticket has been opened**

Is it an emergency?

YES – For emergent issues: Call the Pyxis on call phone – Pyxis manager will contact the appropriate teams and open tickets

EMERGENCY Pyxis issues include:

• Pyxis is unexpectedly in critical override
• Meditech/Internet is down
• Patients/Meds are not crossing over *have examples*
• Entire Pyxis machine is down/unusable

NO – For non-emergent issues you can: Contact a Pyxis manager OR You can open a ticket with the IT helpdesk using the instructions below

Non-emergent Pyxis issues include:

• Scanner issues
• Failed cubie(s)/drawer that need maintenance after trying to recover/reboot
• Reoccurring problems that can’t be fixed

If a Pyxis manager is unavailable, chose one of the following options:

*Make sure to put the date, your name, and as many details about the issue as possible*

• Email: /SE CHA/Pyxis Manager PyxisChattanoogaTN@catholichealth.net
• Call the Pyxis manager desk (495-7473 or 495-7487) and leave a voicemail
• List on the Pyxis problem board which is located by the Pyxis desks
• Call IT helpdesk x7604 - they will open Pyxis ticket for you
• Have IT send ticket to Advanced Clin RX team. *Name of this team is very important*
• Open ticket according to criticality of issue.
• Critical – (only emergencies affecting patient care) Respond within 15 minutes and resolution within 4 hours
• High – Respond within 4 business hours and resolution within 8 business days
• Medium – Respond within 1 business day and resolution within 3 business days
• Low – (scanners/broken drawer fronts) Not applicable  Resolution within 5 business days
• Give details and phone # them to call back if they have questions and for status updates
• The Advanced Clin Rx team will open a Pyxis ticket and work with Pyxis to resolve

Troubleshooting Help:

How to recover a cubie/drawer/door:

• Select the Recover Drawer icon from the Main Menu

(this will only show if there are failed spaces in that machine)

• Select failed option from the list
• Follow the onscreen prompts to recover
• Look for and remove anything obstructing the drawer, door or pocket from opening
• If multiple matrix/mini drawers/tower doors are failed:
• Shut down the Pyxis – leave off for a few minutes
• Turn back on and let reboot
• Attempt to recover

How to properly SHUT DOWN a Pyxis:

1. Login and select System Menu
2. Select Shutdown (Pyxis will shut down to a desktop)
3. Flip off power switch on back right (beside power cord)
4. Do NOT turn back on until power turns completely off – could take up to 2 minutes
• Green light by printer will go off
• Internal fan will shut off
5. After Pyxis has shut down completely, turn switch back on and Pyxis will reboot automatically.

**If Pyxis screen is frozen – skip to step 3

Update on Pyxis Connect Scanners:

Once EPIC is live, Pharmacy will no longer use the Pyxis Connect Scanners for medication orders. Until then, the current Pyxis scanners are at the end of life and will no longer be supported. What that means is, the Pyxis managers will continue to try and troubleshoot to the best of their abilities but if the scanner cannot be fixed, that scanner will not be replaced and orders will have to be faxed to pharmacy.

Use reboot instructions below and notify Abby or Cassidy if the reboot doesn’t fix.

How to reboot a Pyxis Connect scanner:

• Turn the scanner and the PC off.
• Scanner power button is on the bottom right side when facing the scanner.
• PC power button will have to be held in until the blue power light goes off.
• Wait one minute à Turn scanner on and wait until scanner says “check cable”
• Turn PC back on and wait 5 minutes (PCs take time to boot all the way up)
• Scan a test sheet