Below, you will find answers to the most common technical support questions we receive.

Technical Troubleshooting FAQ's

  1. Go to:
  2. Use your Citrix credentials found on your access sheet to login.
  3. ***A pop-up will appear once you login to Citrix, click “Acknowledge” and refrain from saving your Citrix password when asked.
  4. You will now be directed to the Citrix StoreFront page.
  5. Note: Disregard this warning message on Citrix. This does not apply to education users.
  6. Click the Accuro logo (the red one in left corner).
  7. It will download a “.ica” file. Open it.
  8. Wait for it to finish loading.
  9. An Accuro verifying license page will appear. Wait for it to load the Accuro login interface.
  10. Use your Accuro credentials found on your access sheet to login.

1. Click on the Accuro webpage link provided on your access sheet.

2. Click on “LAUNCH” to start Accuro.

3. The software will download a file called “Accuro.jnlp”. Once the file is downloaded, open it to launch the software.

Note: You will need the most up-to-date version of Java to proceed. If you are prompted, please continue with the update.

4. Once Accuro opens, enter your login details.

Access Sheet
1. You need an access sheet where the login credentials are found to access the learning management system.


2. Go to

3. Once logged in as a student, below is your dashboard view.

4. There are also training documents and videos as guides. The videos can be found under each of the workbook chapters at the top of the Electronic Medical Records 100 tab or you can find them under the Videos tab.

5. In the Videos tab, you can find the training videos with captions or without captions. These videos are all the same as in the Electronic Medical Record tab. The Electronic Medical Record tab only displays the captioned videos.

6. In the left-hand corner, you’ll see a shortcut navigation to view the different sections of each dashboard easily.

7. For technical issues and questions on using the software, help guides and tutorials can be found in the student user guide at the top of the Electronic Medical Records 100 course in

1. Right-click on the arrow icon located at the bottom right side of your computer screen by the date and time. Find the Citrix Workspace symbol and right-click on it.

2. Select Connection Centre from the menu that opens.

3. Click “Log Off” to close your session

If you have already installed Citrix and you click on the red Accuro icon and get the following box asking you to choose a program, you will need to change the default program for your computer.

Close any open internet windows, then check “.ICA” default program association:

Windows Start > Settings > Apps > Default Apps > Chose Default Apps by File Type (it’s a link at the bottom of the window) > Scroll to “.ica” type shown on the left > Click “Internet Explorer” which is currently set in error > Change Program from “Internet Explorer” to “Citrix Connection Manager”

Attempt to Sign-In again:

Below is the Help Desk Support process. As a student, it is your responsibility to get the help that you need. If you have questions about your assignment, please see your instructor.

In the Sandbox Moodle LMS,, there are a number of help videos available to assist students in installing and logging into Citrix and Accuro. There are also how-to documents for various scenarios that will help you navigate throughout Accuro.

If you are on a deadline, and the problem is Citrix specifically, you can use web Accuro for an immediate solution. Please see your access sheets for the web link. Please note, using web Accuro eliminates the shared folder, so you will need to get documents for uploading in another way, outside of the software.

If you are unable to find the answers to solve your issue through the help videos and how-to documents, you can email us at Please include a screenshot of the problem so we can better assist you.

The Choice EMR Learning team can screenshare with you if necessary to solve your issue, via Zoom. If screensharing is necessary, we will ask for a preferred time and day for the screensharing session and we will send a confirmation email along with the Zoom details. Our support hours are Monday – Friday from 8:00 am to
8:00 pm EST.

If the Choice EMR Learning team is unable to solve your issue, you will receive a case number via email and be
directed to call the toll-free number for QHR Technologies, using the case number provided, to receive escalated support. You may need to wait on hold for 5-30 minutes. You must wait to speak with someone (or hang up and call back later) for immediate assistance, you should NOT leave a message as their support team cannot get to these immediately. You must be in front of your computer to be able to work with QHR
Technologies using their screensharing support. At this point, your case is closed with Choice EMR Learning and you must get the escalated support provided.

Escalated support: QHR Technologies has an excellent support team of 80+ people and has always been phenomenal. If after 48 hours of not hearing from a student on the case number, or hearing back from a student, they automatically close the ticket.

If the problem is found to be with the hardware or software of your device, Choice EMR Learning is unable to assist with this. Depending on your circumstance, it is suggested that you contact either the IT department at your college, or a technical support company (e.g., Geek Squad, Apple Genius, etc.) as they will be better able to assist you.

If you need further help, it is your responsibility to contact Choice EMR Learning is not responsible for student success

  • It is mandatory to keep your passwords safe and lock your computer if you are walking away from it. We rely on your discretion to protect the data you have been granted access to.
  • Shutdown your computer if you will be away from it for any period of time and overnight.
  • Personal computers must remain virus-free in order to access any software provided through Choice EMR Learning Inc. Install Bitdefender anti-virus software (by searching in Google and choosing the free version).
  • Any suspected breach of a personal device or school computer should be reported immediately to
  • Monitor your email for contact from Choice EMR Learning regarding any potential security issue with your account and respond appropriately within a 24-hour period.
  • You will receive two login credentials to login to Accuro. Citrix will be used to login to the cloud which is the server where Accuro is housed. Student Citrix licenses are shared among students. If there is a security issue with a password for Citrix, we may need to change the password and this may affect multiple students and could involve an action item like completing a virus scan on your computer. You must agree to resolve any requests sent by Choice EMR Learning within the same day requested, but no later than 48 hours from the time of our request. Student licenses to Accuro are not shared and unique to every student.

Students will need to complete a software usage terms document, which will be sent by email as a separate document. You can use,,
or any pdf editing software installed for free online.   

Go to and follow steps 1 – 3 in that specific order. (Note – screwdrivers may take a few minutes to install and if the bar is stuck at halfway, do not worry, it is still installing, and please do not end the installer).

1. Choose a Model and Version – Windows, Mac OS X, iPhone/iPad, Android, Citrix Receiver

2. Install Citrix Online Plugin – Click on the highlighted link to download.

  • Open the downloaded file.
  • Click Yes (allow this app to make changes).
  • Click on Start.
  • Click on “I accept the license agreement’.
  • Click Install (App protection).
    Wait for the installation to be completed.
  • Click Finish (to complete installation).

3. Install the Print Client Software – Select which of the options to download (Choose a “bit” that is compatible with your device). Please visit here to determine bit version of your device us/windows/32-bit-and-64-bit-windows-frequently-askedquestions-c6ca9541-8dce-4d48-0415- 94a3faa2e13d

  • Open the downloaded file.
  • Click Yes (allow this app to make changes to your device).

4. Install the Cloudwerx Plugin. Click on Cloudwerx Plugin to download.

  • Open downloaded file.
  • Double-click on the executable file.
  • Click on More Info.
  • Click Run anyway.
  • Click Next.
  • Click Next.
  • Lastly, click Finish.

5. Go to and login using your access sheet for your credentials.

Note: If you are still facing the same issue after ensuring you have followed the steps in the video prior to logging into Citrix, you should contact

  1. Click on the windows start menu in the bottom left hand corner of the screen, and type in “add or remove programs” and click on it (has a picture of the cogwheel).
  2. Once you have clicked there, it will take you to an Apps & features page, left click on the Citrix Receiver/Workspace,
    Screwdrivers and Cloudwerx. Click on uninstall. (The Screwdrivers and Cloudwerx may not be installed so don’t worry if they aren’t showing up in that list).
  3. Run the uninstallers (Citrix Receiver/Workspace, Screwdrivers and Cloudwerx – again the Screwdrivers and Cloudwerx may not be installed so don’t worry if they aren’t showing up in that list).
  4. Once all of the programs are uninstalled, go to and scroll to the bottom of the page, download and run the Citrix Receiver Cleanup Utility.
  5. Follow the prompts and restart the computer.
  6. Go back to and follow steps 1 – 3 in that specific order (note – screwdrivers may take a few minutes to install and if the bar is stuck at halfway, do not worry it is still installing and please do not end the installer).
  7. Once all three programs are installed, go back to the windows start menu in the bottom left and type in “client control panel” and open up it up.
  8. Once open go to the “general” tab and under “Printer Data Cache Method” select Do Not Cache and hit the Query Printers
  9. Allow it to search for all printers. Once it has stopped scanning for printers, hit “Apply” in the top right corner of the screen. You can also click on the “Printers” tab in the client control panel to ensure your printer was found as it will appear on that list.
  10. Launch your Accuro using the citrix link you used before and once you are inside of Accuro, go to the red target icon in the
    bottom left and type in “user preferences”.
  11. Once you are in user preferences you will be on the default tab, inside of that tab you will see “Prescription Printer” and “Default Printer” – click on the magnifying glass beside that and select your printer that you want to print from as your default. Make sure to hit apply and hit ok. Feel free to do a test print to ensure the printers are appearing and that they can print successfully.

Choice EMR Learning requires the ability to identify each user using the software at all times. For this, we need to keep a record to your computer name. You will need to send a screenshot of your Device Name to: with the email subject line: “Device Name”. Below are instructions on how to obtain this screenshot. There is also a short video instruction:

To Obtain Your Device Name on your Windows Device 

1. Go to your Files on your device and choose “This PC”.
2. Right-click. 
3. Select “Properties”.
4. Under “Device Specifications,” look for your “Device Name”. This is the screen we need to see.  
5. Take a screenshot of this and send it to with “Device Name” in the subject line.

To Obtain Your Device Name on Your MAC Device

1. Choose the Apple menu.
2. System Preferences.
3. Then click Sharing.
4. The computer name for your Mac appears at the top of Sharing Preferences.

Note: The purchase process takes up to 48 hours and longer in special circumstances.

Please allow some time to get your access credentials as there are multiple security steps and installation steps to follow.

Do not purchase on the day of class when you need it immediately, as you will not be able to receive it immediately upon purchasing.

1. Click the following URL (we recommend using Google Chrome).

Please note: After the completion of your purchase, you will receive an access sheet letter with your login credentials directly from Choice EMR Learning.

2. Click on ‘Add to Cart’

3. You will see the window below. Click on ‘View Cart’.

4. Proceed to Checkout

5. Fill in your billing details including all the required fields, ensuring you include the last 3 digits of your student number. After entering all of your details, please click on the PayPal or the Credit Card option.

6. Choose a payment option.

7. After the completion of your purchase, you will receive an Access Sheet letter with your login credentials directly from Choice EMR Learning. Please allow 24-48 business hours to receive these login credentials from us. Please check your junk or spam email folders for our message.

For any inquiries, please contact us by email at:

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