This article describes a solution that occurs on Sierra computers, in particular the MacPractice Server computer. As with any issue, you can always call MacPractice Support and we will be more than happy to assist you.
After running for an indeterminate amount of time, the Server computer seems to be performing poor. You may experience symptoms such as:
- Your MacPractice Server may be running abnormally slow, even when nothing else is running and nothing is being done on the Server Computer.
- Certain notifications, such as the Faxing Ability, do not report any new faxes in, despite having received faxes recently.
- Your office is experiencing issues syncing patients in Preferences > Faxing, potentially seeing an error that mentions the WAMP process.
- Your MacPractice Server computer is running harder than normal, potentially even running hotter than normal.
This problem is due to a process called "Router". This process belongs to a piece of software called WAMP.
WAMP is a key component that, without delving into technical detail, streamlines the process of how the MacPractice Server database works with the Operating System and other applications. If your computer's applications were addresses in a city, WAMP and Router would play the role of a delivery driver.
On OS Sierra, we've been witnessing issues with this particular process running and utilizing a huge chunk of the CPU, driving the usage rate up to 60-90%. This can cause all of the above issues listed under Problem. Our engineers are hard at work to determine why this is occurring.
In order to verify that this is the issue you may be experiencing, we will need to open up a Utility App called Activity Monitor.
You can find Activity Monitor in the Finder, under Applications > Utilities.
Alternatively, you can also use the Spotlight Search (The magnifying glass icon in the far upper right corner of your desktop) and type in "Activity Monitor" into the search prompt.
Activity Monitor looks like this:
As you can see in the above screenshot, we have the router process highlighted. In the % CPU column, we can see that the router process is using over 70% of our current CPU usage. This is a good example of the router process using a large amount of your computer's CPU.
You may need to use the search field in the upper right hand corner to locate the process. If you don't see it right away, you may need to go to the View Menu, and select All Processes.
There are two temporary workarounds to this problem. You can use either one, but both are not necessary.
- You can restart your Server computer. This will require everyone log out of MacPractice, and isn't practical for the middle of the day for your practice typically.
- With Activity Monitor open, you can click on the Router process, and click the X button in the upper left.
You will then see this prompt:
When you see this prompt, select "Force Quit". This will force the Router process to quit. It will then automatically restart. You can then look for the Router process in the Activity Monitor again. It should appear like this:
This screenshot is of the Router process after it had restarted. You'll note that the % CPU usage is practically nothing now, and this is much more normal. This also freed up the CPU load at the bottom of the Activity Monitor. The CPU usage dropped the moment we Force Quit the Router process.
And as always, if you run into any problems at any point during this process, or you simply want a second pair of eyes, feel free to contact MacPractice Support. We are always happy to assist you!