WIC Help Desk

Trouble Shooting Tips

How and when does TX-WIN determine dates for client terminations?

Clients are "system" terminated when:

• They are no longer eligible for WIC benefits.
  
• They have not come in to SUBCERT within 60 days of their Certification Expiration.

The termination date is established as:

• If there are NO active vouchers, the date will be the first day that EOD is run after Certification Expiration.
  
• If there are active vouchers, the date will be one day after the latest "last date to spend".
  

Why is End Of Day (EOD) so important and how often should I be setting up for EOD processing?

Each day a clinic is in operation all client, voucher, request, and clinic information is updated. State regularly has information that is necessary to maintain accurate clinic files for servicing of clients. During the EOD process, information is backed up locally and then transmitted to State. During this same process information is downloaded from State.

EOD should be run daily, Monday through Friday even if a clinic is closed that day or at minimum, tWICe per week. If sites fail to connect for four consecutive days, Help Desk staff must contact the clinic to ensure there isn't a computer hardware or software problem precluding the EOD process. Lengthy delays in transmission of clinic information can prevent vendors from getting paid, client information transferring for service and a variety of other problems.

Local Agency Directors are notified of failed EOD connections for that project. This list is sent daily to the specific Local Agency via e-mail. In order to receive this listing, State must have a current e-mail address.

Connection is based on existing reported hours of operation. The site will be listed each day it fails to connect until successful connection. If you believe your Agency's reported hours of operation are inaccurate click here and complete the form to correct your hours (This area is password protected. If you do not know the password please contact the Help Desk.) If you believe there are other problems please contact the Help Desk for further assistance.

What can I do if my scanner does not work?

Two common problems are connections and programming.

Before calling the Help Desk, turn off the computer then disconnect the scanner. Check for misaligned or broken pins on the connector. If unsure what gets connected to where, call the Help Desk.

Scanners can also forget their programming. Each scanner should have been shipped with a program sheet. Scanning these special barcodes will reprogram the scanner. If the sheet has been misplaced, just call the Help Desk.

What causes my printer to jam?

Two common problems are physical obstructions and incorrect forms thickness settings.

Take off the top cover and open the front. Check for bits and pieces of paper. A can of compressed air does an excellent job of dislodging hard-to-get pieces and those pieces that hide from you.

The forms thickness lever is located on the top of the printer. The numbers correspond to how many sheets are being fed. On the Lexmark 2390's, a setting of two was fine. Lexmark 2400's are a different story. The lever needs to be set to at least four if not higher.

Additionally, vouchers will absorb moisture during high-humidity seasons. To the human eye, it probably is not noticeable. To the printer, it is very noticeable. When locking up your vouchers at night, weight them down with a heavy telephone book or big dictionary. You would be surprised at the difference.

My clinic is on satellite (VSAT). Do we still use a modem?

Prior to satellite, the modem was used to allow EOD communications and Help Desk support. With VSAT, all communications now go through a dish antenna and satellite.

The modem is there as a safety-net. If the VSAT system fails, we can fall back on the modem for EOD and Help Desk support.

How can I tell if the UPS (battery backup) needs to be replaced?

Most Universal Power Supplies have a LED on the front that identifies when it needs to be replaced. Look for the car battery picture with a 'X' on the battery. If the LED is illuminated, call the Help Desk for a replacement.

What is the difference between a switch and a hub?

Both are similar in the respect they are the traffic directors on a network. All the Ethernet cables connect to this piece of hardware.

We have recently started replacing the older style hub with the new style switch. The new switches are more intelligent and can make decisions regarding network communications.

Procedures For End Of Day Processing

Last Updated January 10, 2005