— Susan Petrosky, MD
Behavior & Fix
Did You Know?
Many unusual problems can be solved just by restarting your computer or network! Rebooting your computer can solve the vast majority of problems you may encounter. And if that doesn't work, restarting any servers and routers usually will fix most network speed or stability problems. Below is a list of some common issues that aren't solved by restarting.
Most common issues seen with V6
You encounter an error when trying to install V5
Abnormal Behavior: You run the AmazingChartsInstaller and get an error before it starts saying that it is unable to write to the log file.
Cause: There are a number of possibilities
Solution: Click here to review these and other Amazing Charts installation and intial use problems.
Unexpected Behavior during Installation or Use of Amazing Charts
Problem: Unexpected results occur when trying to install Amazing Charts or use certain features such as OffSite Backup and Online Services.
Cause: Your antivirus, firewall, or popup blocker software is preventing Amazing Charts from accessing the Internet and/or running certain sub-programs; or Microsoft Vista may prevent installation of some files unless it is run as an Administrator.
Solution: Be sure your antivirus software (e.g., Norton, McAfee, AOL popup blocker, etc., is off - and perhaps uninstalled - during installation, and that once installed, Amazing Charts is an allowed program listed in the antivirus/firewall configuration file.
Also, if using Microsoft Vista or Windows 7, instead of just double-clicking to run the installer, you should right-click on the AmazingChartsInstaller program and select Run As Administrator.
If you still can't sort it out, search above for the actual error message you are getting.
"Can't Connect To Database" error after installing V5
Problem: "Can't connect to the database" error
Cause: There are a number of different causes of this problem. Check each of the solutions below.
Solution: Connecting to the database requires a number of steps that all must work correctly. Any problem in any of these steps can cause this issue (e.g., your router isn't working or the main computer isn't on).
The most common problem we've seen occuring immediately after installation has to do with sharing and permissions on the Amazing Charts folder (ensure everybody has full read/write permissions to see if this is the problem) and that your main Amazing Charts folder is is being shared.
Another issue may be that your Amazing Charts databases don't have the correct permissions to allow users to write to them. Sincce figuring out this issue can be confusing, we recommend you set up an appointment for help. You can also view this video tutorial on resetting your Amazing Charts path.
Problem: 429 error "Can't create object..."
Cause: There are a number of different causes of this problem. Most have to do with either a missing file or a file that didn't get registered correctly by Microsoft Windows.
Solution: Determine which file is missing (often from hints in the error message), check to ensure you have the file on your computer, and manually register the file. Examples of files we've found may occassionally fail to install correctly are:
Problem: 1316 error, "A network error occurred when attempting to read from a file..."
Cause: A file needed during the installation can't be run correctly, usually due to the file being locked (e.g., by an antivirus program running in the background.)
Solution: Disable or turn off any antivirus programs you are using. If that doesn't work, try rebooting the machine.
Problem: 1306 error "Another application has exclusive access to the file..."
Cause: A file that is usually replaced during an upgrade or reinstallation is in use and is thus locked.
Solution: Be sure nobody else is using or connected to Amazing Charts. This includes being sure that Amazing Automator is not running. Rebooting the main computer will also disconnect any users or computers and usually solves this error, unless the Amazing Automator is running on the main computer, in which case it "reattaches" after rebooting - so you need to manually turn this off by right clicking on the Amazing Automator icon and selecting, "Exit."
"Unable to install MSXML 6.0 as it is already part of the program" error during Microsoft SQL Server installation.
Problem: You get this error message during the MSSQL database installation process.
Cause: Microsoft has included MSXML version 6 with their XP Service Pack 3 (SP3) release, which conflicts with Microsoft's SQL Server installation process (which attempts to reinstall MSXML V6 to no avail).
Solution: Download Windows install cleanup utility (MSICUU2.exe) which can be found on the Microsoft website (http://support.microsoft.com/kb/290301). Run it and remove the MSXML6 then re-run the Amazing Charts installer, SQL will then install with no issues.
You get an error when trying to backup or restore after upgrading to the latest version of Amazing Charts from a prior build
Abnormal Behavior: When trying to run the backup or restore utility, you get an error:
Cause: This is a miscellaneous error which usually means one of the additional files required by Amazing Charts can't be found. In some instances this is because the file didn't get installed properly. In other instances it is because the file got installed, but didn't get registered properly by Windows.
Solution: If you see this error when trying to backup (OffSite Backup Utility) or restore (Backup Restore Utility) then you are likely missing the required ChilkatDotNet.dll. Drop the correct file into your Amazing Charts directory and the error should be resolved).
The Amazing Charts directory is usually at C Drive | Program Files | Amazing Charts.
Solution 2: Another solution is to reinstall Amazing Charts by going to the Start | Control Panel | Programs (Add/Remove programs) and select Amazing Charts. You want to REPAIR the installation - which will check and reinstall any missing dlls. (That said, if the dll is missing because your anti-virus program blocked part of the installation without telling you, this solutions won't solve the issue.)
Database Tuner Crashes or Hangs (Freezes) When Run
Abnormal Behavior: You are asked to run the Database Tuner, but when you do so, it hangs, freezes, or crashes.
Cause: Some of the required dll files the tuner needs can't be accessed from the location where you are running it.
Solution: Download the Database Tuner and SAVE it into the Amazing Charts folder on your computer (usually found at C:\Program Files\Amazing Charts).
Then double-click to run the tuner from that location.
Database Tuner Requested but then fails
Abnormal Behavior: After a fresh installation of Amazing Charts, you are asked to run the Database Tuner though you are not updating an existing version. (If you happen to run the Database Tuner anyway, you'll get a error 2147024769 method ~ of object ~ failed which is further indication of an MDAC error.)
Cause: Your MDAC version is old and the specific computer did not allow our installer to automatically register the required files.
Solution: First try manually registering the required dlls by clicking here.
If that doesn't work, the next step is to check which version of MDAC you are using. It should be 2.7 or 2.8 or higher. If not, or if you can't sort it out, try installing the latest MDAC from Microsoft.
Amazing Charts vanishes as soon as you log in
Abnormal Behavior: After installing Amazing Charts, you go to start up, get to the login screen, enter your info, and upon clicking Log In - the entire program disappears.
Cause: Uncertain, but likely a number of possible dll problems on the specific computer will cause this error. Similarly, if installing the program without sufficient administrator permission (for example, you did not right click to run the installer in Vista and didn't run it as administrator), this will prevent adequate registration of required dlls and ocxs.
Solution: First you should use the following links to reregister various dlls on your system.
Microsoft Vista users: If you are using Vista, you'll need to click each link and save it to your computer (e.g., the desktop). Then, on your desktop, right-click on the file and click Run as Administrator.
Crash when trying to access ICD-9 Codes in any capacity
Abnormal Behavior: After installing V2.4.2 you experience a crash when trying to access or look-up ICD codes (including signing the chart).
Cause: Your codes.mdb database was installed previously and is so outdated (e.g., older than 2005) that it is missing required fields.
Solution: Run the Code Update Utility (located here). Select the option to overwrite your existing codes database.
Component One "Unregistered" Splash Screen
Abnormal Behavior: Upon logging into Amazing Charts, a Component One screen opens to notify you that there is an unregistered copy of the components.
Cause: A dependency file version mismatch.
Solution: While you can ignore this message without any negative consequences, re-registering the dlls should solve it. Click here to re-register the Component One dlls.
Low Disk Space
Abnormal Behavior: Low disk space message on main, backup failing or imported items not saving.
Cause: Full drive or excessive amount of Amazing Charts backups.
Solution: Open Amazing Utilities/Advanced Options/Clean up and delete outdated backups. If this does not free up enough space, please contact your Network Administrator for assistance.
Abnormal Behavior: During installation with V2.0.118 and higher, some users on Windows 2000 OS (and a few others) get an error HR -2147220473, reporting that MSCAL.ocx couldn't be registered.
Cause: A dependency file version mismatch.
Solution: Simply ignoring this error and continuing the installation allows Amazing Charts to work without problems and should not cause any ill effects. If you do experience weird behaviors, click here to manually register the mscal.ocx file.
Error using Amazing Charts with Microsoft Security Essentials
The latest version of Microsoft Security Essentials can disable the Amazing Charts EHR application. We are working to resolve this issue with Microsoft. Please click here to get the workaround. (posted 9/20/12)
|Due to a report of prescription forgeries - prior versions without prescription verification features are no longer available.|
Want to log into your computer from home or other location? We recommend using LogMeIn or GoToMyPC which will allow you to log into your work computer from any computer on the internet (password protected and encrypted, of course).
LogMeIn has a free version that works just fine. Given that it is free and works well, we recommend it.
GoToMyPC is not free, but is affordable. Click here for a free trial of GoToMyPC.
Check what version of Microsoft MDAC you are running. It's here (if your get an "operation aborted" error when trying to run this utility, run it again and it should work.)
DLL Registerer: MSCAL.OCX
Click here to register the MSCAL.OCX in C:\Program Files\Amazing Charts folder (where it is placed by default during the Amazing Charts installation).
DLL Registerer: OLE32.DLL
Click here to register the OLE32.DLL used by Microsoft Office and affecting clip art.
Click here to run a utility that will register the following dlls: msscript.ocx, dispex.dll, scrrun.dll, and vbscript.dll