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ACCESS-Violation

Bugs, Known Issues, Open Cases

Last Post by Anonymous 1 second ago

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nmartin

(@nmartin)

Posts: 15

Eminent Member

Topic starter

We are constantly having end users complain of the following error message. Is anyone else getting this? If so is there a resolution?

Error message-Exception ACCESS-Violation (0xc0000005) at address 0x20d474d.

Nicole

Posted : March 9, 2015 5:50 am

LMMER

(@lmmer)

Posts: 14

Eminent Member

We are getting it for a small number of users so far. We aren't sure what is triggering it for the users who do get it, it seems to be random. We enabled logging for the users and were able to capture multiple crash logs and sent them to GE for review. That was 3 weeks ago and after DAILY probing we haven't received any word back from them on this and our providers affected by this error are getting restless and understandably so; it interrupts their work and takes valuable time to launch the application again only for it to crash a short time later. We currently have no workaround at all. We thought about rebuilding the accounts for the users experiencing this but we are afraid it might do more harm than good with their ID's being tied into so many XREF files, databases, etc. so we are hoping GE gets back to us soon.

Posted : March 9, 2015 8:24 am

JillSnider

(@jillsnider)

Posts: 110

Estimable Member

Yes, we get crashes from Access Violations. We are on EMR 9.8.7.

Do you find any correlation between the banner being in code and the violation error?

I've never attached a screenshot before to CHUG so hope you can see the following.

We have 2 tickets into GE at this time. One for sporadic Access Violations and another dealing with the violation appears when the banner is messed up.

Jill

Posted : March 9, 2015 3:55 pm

ntaylor

(@ntaylor)

Posts: 79

Estimable Member

We use CPS, but this may still apply to EMR. Below is a previous message I received from GE tech support concerning access violation errors. We've done a few upgrades since getting this, so we haven't confirmed if this works, but may be worth a try.

It appears to be an access violation. GE has discovered a possible resolution to these by a simple registry change. If the user is on a TS/Citrix server or a FAT client the possible resolution is the same. The below link is to download a registry key setting change. I have also included the changes made below so that IT staff are aware of the changes it makes. This will require a system reboot so the change would have to be done after hours. Keep in mind though that this resolution may not completely resolve the errors and if it does not we will need to revisit the issue with additional logs to review.

https://data.gehealthcare.com/fs/v.aspx?v=8b6a658b5f61a6a5a99e

In the event the user needs to reverse this action for any reason, the Current value below would be the one to revert to. The highlighted area is the new value after the registry tweak has been executed.

Current value:

Windows Registry Editor Version 5.00

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Windows]

"GDIProcessHandleQuota"=dword:00002710

"USERProcessHandleQuota"=dword:00002710

New Value:

[HKEY_LOCAL_MACHINE\SOFTWARE\Microsoft\Windows NT\CurrentVersion\Windows]

"GDIProcessHandleQuota"=dword:000061a8

"USERProcessHandleQuota"=dword:000061a8

Posted : March 9, 2015 6:24 pm

mdoak

(@mdoak)

Posts: 92

Estimable Member

I changed these values from 20000 to 25000 on a couple of terminal servers (Windows 2012). It will take a bit to try to quantify if it helps, but this seems like something that is resulting from sloppy programming on GE's part (not cleaning up after themselves) and we are changing Windows limits (which by the way work just fine for every other app that we use) as a band-aid. If it helps though, I'm willing to try it. I'll post back if I can confirm or deny that these registry settings make any difference whatsoever.

In researching these settings, I found there's also a desktop heap size setting that is somewhat related that might be important.

Posted : March 16, 2015 4:49 am

spbrown

(@spbrown)

Posts: 15

Eminent Member

We began having this issue in July 2014 after our EMR 9.8 upgrade. It has become more and more frequent and seems to be related to the new immunization table format. We have large pediatric and family practice departments, so they are experiencing the Access Violation error the most and then the EMR crashes. It has gotten so bad that pediatrics is entering vaccines by text only and avoiding the form until the issue is fixed. We have a 6 month backlog of vaccines to enter. GE has had the ticket since July. A few weeks ago they said they think they have a fix for this and it will be in either SP8 or SP9. Has anyone else been able to relate it to immunizations?

Posted : March 26, 2015 7:16 am

LMMER

(@lmmer)

Posts: 14

Eminent Member

Thank you for your update. We have not been able to correlate it to any one piece of the workflow for our users although at one time we thought it might have had something to do with entering a phone note, but that no longer seems to be the case.

We had a conference call with GE last week on this issue and we handed over crash logs, SQL logs, JBOSS logs and Oracle logs to them (they also wanted the end user to take notes of what they do and timestamp it to note when the problem occurs.) We were told it is really odd and they think it might have something to do with computers dropping connections, but only EMR seems to be affected. We have been having this issue since late 2011 early 2012 but it has been very prominent for the past 3 months or so.

Posted : March 26, 2015 7:40 am

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