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CPS 12.2 Prescription form - Users getting DLL not responding and forced to exit

Bugs, Known Issues, Open Cases

Last Post by Anonymous 1 second ago

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clmoe

(@clmoe)

Posts: 53

Estimable Member

Topic starter

New Prescription form - I have about 100 sites live as of today with CPS 12.2. I have one site where all the providers, regardless of patient are getting the same error message CPS DLL is not responding. Once they get this error message they are forced to exit the application. This happens regardless if the form is accessed via encounter or from the toolbar.

I verified the users have the correct security settings, they have DEA #'s, and they are able to issue new prescription. I can access access that same patient and the same location of care without issue. The patients are NOT set to sensitive. I am out of ideas and they have no feasible workaround.

Thoughts????

Posted : January 16, 2017 8:09 am

SLHV

(@slhv)

Posts: 478

Honorable Member

Are all of your sites using the same database for CPS? Are all of your users using the same terminal server farm?

Posted : January 16, 2017 8:21 am

clmoe

(@clmoe)

Posts: 53

Estimable Member

Topic starter

No we have two separate enviroments/databases. However, the problematic site share with several other sites that are functioning fine.

Posted : January 16, 2017 8:37 am

SLHV

(@slhv)

Posts: 478

Honorable Member

I assume you are using terminal servers? Is this happening to everyone on a single terminal server by chance, or is it spanning different terminal servers?

If the latter, then I start looking at user settings. Possibly in CPS, or possibly in the users' profiles. Perhaps create a test user by copying a problem user and see if you can duplicate the problem.

Posted : January 16, 2017 9:20 am

clmoe

(@clmoe)

Posts: 53

Estimable Member

Topic starter

Our issue seems to be isolated to one health center and providers. We are leaning towards a hardware/computer issue. I used one of my end users crendentials to log into my laptops and I did not experience the issue.

Posted : January 17, 2017 5:33 am

clmoe

(@clmoe)

Posts: 53

Estimable Member

Topic starter

I thought it may be user profile. However, I logged in as my user on my computer and was able to open the form without issue. It seems like something unique to this site and/or specific computers.

Here is something interesting. If the end user selects the word "Prescription" from the text visit note the prescription form opens without issue. However, they cannot open it from the encounter type window and select the form itself.

Makes no sense!!!

Posted : January 17, 2017 5:39 am

gpincomb

(@gpincomb)

Posts: 278

Reputable Member

The whole clicking on the word "Prescription" aspect is throwing me for a loop, but the dll issue almost sounds like Centricity is having trouble finding the files it needs to function properly. We are on a Citrix farm and on occasion I'll get a call regarding a dll error and if I have the user log completely out (including any related browsers) and back in then the issue is resolved. It just seems that on rare occasion the Centricity session seems to lose part of the connection to the Citrix server, but not fully disconnecting, making some files inaccessible.

I have also seen some Citrix profiles do some odd things, so even if you think this is not the issue, rebuilding their profiles might still be a good thing to try, if nothing else to rule it out.

Now, back to the possible connection issue to the dll files. Could it be a network issue with your site? Are you absolutely sure that this site's connection is strong enough to access all of the necessary files, like the dll files, without having partially dropped connections?

Posted : January 18, 2017 6:03 am

clmoe

(@clmoe)

Posts: 53

Estimable Member

Topic starter

We are experiencing issues with thes DLL erorrs, kick outs, not responding, system error "error occurred in classbrowerinterop, method Set Chart Value - failed to set chart value.

This is happening to 100+ people between our two production enviroments. In fact, we are seeing our kick outs doubling from where we were before. A part of me feels like something is wrong on the JBOSS that I cannot detect and a part feels that something is wrong with the HTML form.

Prior to the upgrade and after we have several 3rd party internet sites that simply do not function in CPS including the dosage calculator where we get an error message that IE 6 or greater needs to be installed but we are well beyond that version. I don't know if JAVA and HTML are having some conflict with CPS.

Posted : January 18, 2017 6:14 am

Anonymous

(@Anonymous)

Posts: 0

New Member Guest

We are having the same issue with the prescription and seems to have been calming down after we installed IE 11 on some of the culprit computer.

Didn't have the DLL crashing on terminal server which are already IE 11

Posted : February 28, 2017 9:06 am

Anonymous

(@Anonymous)

Posts: 0

New Member Guest

We are having the same issue with the prescription and seems to have been calming down after we installed IE 11 on some of the culprit computer. Didn't have the DLL crashing on terminal server which are already IE 11

Posted : March 1, 2017 5:37 am

clmoe

(@clmoe)

Posts: 53

Estimable Member

Topic starter

We are a mix of hardware some on terminal servers, laptops, and desktops. We have over 100 locations across 20 states. I will say that our performance and stabliity with this form seems to be deterioating each day.

Posted : March 1, 2017 10:36 am

jdibiasio

(@jdibiasio)

Posts: 66

Trusted Member

Experiencing the same thing. Happens on FAT clients along with Citrix, no rhyme or reason to it and it's very hard to reproduce.

I have:

- Blown away profiles
- Reloaded forms
- Used different version of IE
- Patched Windows
- Swapped out hardware

Keeps happening though despite what I try. I'm starting to think it's Win10 and Windows 2012R2 related. GE has not responded....which makes me think my suspicion is accurate

Posted : March 7, 2017 3:15 am

annakirby

(@annakirby)

Posts: 20

Eminent Member

We are having very frequent crashes in our system as well with rt clicking on schedule and opening chart or clicking on the chart button from registration. This is reproducible in multiple environments in our practice CITRIX 2012R2 and also windows 7 local workstation with IE 11. We were added to an SPR with a fix tied into 12.3 SPR ID: CISDB00065444 so disappointing we are ranging about 75 crashes a day its specific to the user and the chart. So other users can open the chart but that one user cannot and the only temp fix we have found was running a master chart lock value change to null and then the original person is able to launch the chart.

Posted : May 4, 2017 7:45 am

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