Alerts
What each alert means, and what to do
Alert emails quote the agent's own sentence. This page maps those sentences to the action that fixes them.
The action line by alert type
| Alert | What the email tells you to do |
|---|---|
| Stopped with an error | "Open the PharmAutomate control window on that machine and press Start. If it stops again with the same message, send us this email." |
| Stuck, needs attention | "The agent is still running and will pick up on its own as soon as the blocker is cleared — no need to press Start." |
| Went offline | "Check that the machine is powered on, the PharmAutomate agent is running, and it can reach the internet." |
| Finished a run | "Nothing to do. This is the normal end of a run." |
QS1 problems — the most common alerts
These arrive as Stuck, needs attention. In every case the agent has left the document untouched and will resume on its own; nothing is lost.
| The agent's sentence | What to do |
|---|---|
| "QS1 / PrimeCare is not running (no Qs1com.exe process), so 'Load NCPDP Message' has nothing to hand the document to. Open QS1, sign in, and leave it running; the agent resumes on its own." | Open QS1, sign in, leave it open. Do not press Start. |
| "QS1 / PrimeCare has crashed — its own error dialog is on screen, so there is no window to hand the document to. Dismiss the dialog, restart QS1 and sign in; the agent resumes on its own." | Dismiss the dialog, restart QS1, sign in. |
| "QS1 / PrimeCare is running but has no window the agent can see — it may be minimised behind a dialog, or Windows is refusing focus. Bring QS1 to the front; the agent resumes on its own." | Bring the QS1 window to the front. |
Important: The agent will never restart QS1 for you — that would drop your signed-in session. A person always signs in to QS1.
The screen cannot be read
"The pharmacy PC's screen cannot be read — its remote session is disconnected or locked. Reconnect to the machine and leave the session connected so the agent can see DocuTrack."
This is almost always a locked workstation or a detached RDP session. Reconnect
and leave the session attached — see
Before you begin for the tscon trick and the lock-screen
policy that prevent it recurring. The agent keeps retrying and resumes by itself
once the screen is visible again.
DocuTrack problems
| The agent's sentence | What to do |
|---|---|
| "DocuTrack is not open on the pharmacy PC — the agent cannot reach the document queue." | Open DocuTrack and sign in. Setting its exe path in Worker Settings lets the agent open it next time. |
| "The folder 'Triage' could not be found in DocuTrack's folder list." | Check the folder still exists and that its full name matches what is configured. |
| "…could not be located reliably in DocuTrack's folder list." | Usually an ambiguous or truncated folder name. Use the complete name. |
Connectivity problems
| The agent's sentence | What it means |
|---|---|
| "The agent cannot reach PharmAutomate Cloud, so it has paused rather than process documents it could not record. It resumes by itself once the connection is back." | Deliberate: the agent will not work documents it cannot record. Check the machine's internet access. |
| "The agent processed a document but could not record the result, so it has paused to avoid working unrecorded. It resumes by itself once the connection is back." | Same reasoning, caught after a document completed. |
The queue is stuck, not empty
"The document queue is STUCK, not empty: N consecutive passes ended with '<reason>' while documents were still in the folder. The agent is sleeping until the next scheduled check rather than spinning, and will try again then. This needs a human."
The agent has proved it cannot make progress, so it stops burning the machine and hands it to you. Look at the folder: usually something in the queue needs a person, or a QS1 screen is not in the expected state. The device's live log shows what it was attempting.
Alerts you will not get
- Individual documents going to manual review — that is the report email.
- A clean stop, unless you turned Finished a run on.
- Runs that ended because the queue drained, a per-run limit was reached, or someone pressed Stop.