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Attacments not opening on some users

CPS, C-EMR, PM

Last Post by Anonymous 1 second ago

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dcarpenter

(@dcarpenter)

Posts: 323

Reputable Member

Topic starter

Hello,

We are using Citrix 4.11 to push our Centricity 12.2.2 Application out to users. every month, we have at least one person who cannot open attachments from patient documents. It works one day, and the next day - POOF! an error message whenever they try to open a scanned document attached to a lab or hospital report.

So far, the only solution to this is to have them log out, and then wipe their Citrix Profile. When they log back into CPS, a new profile is made, and the attachments open as expected.

Has anyone seen this before, or have a suggestion to try when the problem strikes again? it is usually an Medical Assistant or Provider who has this issue, so we just try to get them up and running, instead of digging around. We also currently have no idea how to trigger this error, so I am all out of ideas?

Posted : July 27, 2018 8:36 am

SLHV

(@slhv)

Posts: 478

Honorable Member

What does the error message say?

External attachments are opened by whatever app is set as the default in Windows for that user. If the user is opening a PDF and the user has Adobe Reader set as the default for PDFs, then the document will open in Adobe Reader.

Is it possible that someone or something is changing or removing the default app on the particular server the user is connected to?

-dp

Posted : July 27, 2018 10:00 am

dcarpenter

(@dcarpenter)

Posts: 323

Reputable Member

Topic starter

The main culprit is .TIFF files that we open using a program called Alternatiff. It is an add on for Internet Explorer.

The error we get states "Cannot Open {long string name of temp file}". It is so generic, that we aren't sure what exactly is causing it.

The testing we have done is that the user is still set to the default app, and that if it effects that user on 1 server, it effects them on all servers. Other users on the same server do not see an issue. We have even gone so far as to change the default app to another program, but the user with the error is still unable to open any patient files.

I did put a ticket in to GE, to see if they have any insight. I am hopeful that we can either find out how to replicate the issue, or to get lucky and have it happen to myself so I can test it without needing to do any patient care. 🙂

Thank you,

Daniel C

Posted : July 27, 2018 11:09 am

SLHV

(@slhv)

Posts: 478

Honorable Member

It sounds like a Windows issue. Under the affected user account, you should be able to copy the {long string name of temp file}, such as "\\domain.local\fileshare\emr_files\external_attachment.tiff" and paste it in the search box of the start menu to open the file. If that test fails, the issue isn't with CPS.

If duplicating the problem at will is not happening, I'd suggest setting up a new account for the affected employee to use, then use their original account to troubleshoot.

-dp

Posted : July 30, 2018 3:33 am

dcarpenter

(@dcarpenter)

Posts: 323

Reputable Member

Topic starter

That's a great idea! I will just rename the old profile to {username_OLD} so that they can rebuild their profile, and I can mess around with the corrupt one, maybe find a difference.

Thank you so much! I appreciate the advice.

Daniel Carpenter

Posted : July 30, 2018 5:41 am

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