CJA12 – Troubleshooting, Outage Handling & Business Continuity
Role: Nurse / Nurse-in-Charge
Purpose: Help clinical staff identify and resolve IIS issues, maintain safe service continuity during outages, and ensure all data is synchronized, backed up, and verified after recovery.
1️⃣ Understanding Troubleshooting & Continuity
The Immunization Information System (IIS) is designed to continue operating even when internet connectivity is lost. If disruptions occur, these steps help maintain safe, uninterrupted service and prevent data loss.
Common causes of interruption:
Wi-Fi or network outage
MiniPC (dCDR) not reachable
Synchronization queue conflicts
App freezing or closing unexpectedly
Dashboard services showing as red
Device power, storage, or time/date issues
If synchronization problems persist beyond two days or the backlog exceeds 150 patients, stop data entry and escalate to National EPI/IT Support. Continuing without escalation may cause duplicate or missing records.
2️⃣ Quick Checks
Confirm battery, Wi-Fi signal, and correct time/date.
Restart the IIS application.
Tap Retry Sync if synchronization is pending.
If still unresolved, open System → Synchronization Center and verify the connection to the MiniPC (dCDR).
If the problem persists, continue to System Health Checks.
3️⃣ System Health Checks
Open System → Dashboard, Background Jobs, and Synchronization Center.
System → Dashboard overview.
Dashboard
All services green
IIS core services running normally
Background Jobs
Completed without errors
Synchronization and cleanup jobs complete
Synchronization Center
Queues = 0, no conflicts
Data fully synchronized
Monitor synchronization queues and retry if pending.
If any item remains red or stuck, follow fallback procedures.
4️⃣ If System Services Are Healthy
If all Dashboard, Jobs, and Sync indicators are normal but issues persist:
Step 1 – Verify dCDR (MiniPC)
Confirm the MiniPC is powered and reachable in Sync Center.
If reachable → tablets will sync locally and upload when the internet returns.
If unreachable → proceed to Step 2.
Step 2 – Continue or Switch Workflow
dCDR operational
Continue IIS use. Local tablets will synchronize automatically.
dCDR down with one nurse
Continue care on that tablet only. Register, vaccinate, and discharge each patient on the same device.
dCDR down with multiple nurses
Switch to paper fallback forms until the MiniPC or network is restored.
Step 3 – Evaluate Backlog or Duration
If outage lasts >2 days or >150 patients remain unentered → contact National EPI / IT Support. They can arrange off-site data-entry support or a replacement MiniPC.
5️⃣ When System Services Are Not Healthy
If any service or job shows failure:
Stop using IIS immediately.
Perform a manual backup if accessible.
Always back up before restarting or troubleshooting.
Switch to paper fallback forms for all services.
Open System → Submit Bug Report to document the issue.
Bug Form – describe the issue, attach logs, and include your facility name.
If logs cannot be attached (for example, the MiniPC cannot start), power off the device and call or email National IT Support. Include your facility name, device ID (if known), and a short description.
Wait for confirmation before reopening IIS.
⚠️ Important: If the MiniPC (dCDR) is unavailable:
Single nurse: continue using IIS on one tablet only.
Multiple nurses: use paper registers until restored. All paper entries must be back-entered when system connectivity returns.
6️⃣ Restoration & Back-Entry
Once the system is restored:
Confirm:
Dashboard → all services green
Background Jobs → completed
Sync Center → queues cleared
Reconnect Wi-Fi and verify the MiniPC is online.
Back-enter all paper records, ensuring no duplicates.
Verify Sync Center shows “0 pending.”
Perform a manual backup before ending the day.
Perform a final backup after back-entry is complete.
7️⃣ Extended Outage (Disaster Tolerance)
If outage extends beyond 2 days or backlog exceeds ~150 patients, follow the Escalation Protocol:
1 Stop manual data entry on paper.
2 Notify National EPI / IT Support.
3 Provide details: facility name, device ID, outage start date, and number of pending patients.
4 Request data-entry support or replacement MiniPC.
5 Wait for confirmation before resuming IIS operations.
Monitor system health daily during extended outages.
Troubleshooting & Continuity Flow – CJA12
Flow Summary:
Perform quick checks (power, Wi-Fi, restart app).
Check Dashboard, Background Jobs, and Sync Center.
If all services healthy → verify MiniPC (dCDR).
If MiniPC operational → continue using IIS.
If no MiniPC → single-nurse workflow or paper fallback.
If outage >2 days or backlog >150 patients → escalate to National EPI/IT.
If services unhealthy → stop IIS, back up, submit bug, and await confirmation.
After recovery, back-enter all data and perform a final backup.
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