Solutions to Common Issues

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

    Deleting an Imported Item: Some users experience an error when trying to delete an imported item. Waiting a few seconds and re-attempting to delete the item resolves the issue in most cases. (The problem appears to be releated to the time it takes for the Windows OS to close (and "unlock") the file. (This issue has been reported by fewer than 5% of all practices.)

    Users Upgrading from Prior Version: Some users upgrading a large AmazingCharts.mdf SQL Server database from V4 or V5 to V6 are running into a time-out error when running the database tuner. We have also found a few users who are unable to start Amazing Charts due to a problem with Crystal Reports during installations. These issues can be manually fixed by our Guardian Angel Support team, so contact us for assistance if you experience either of these problems. (These issues have been reported by fewer than 5% of practices that have upgraded.)

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429 Error

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:

    429 error when updating to V4 is an error caused by the failure of the scrrun.dll to register correctly.
        The solution on an XP machine is to manually register the file through the command line with: regsvr32 c:\windows\system32\scrrun.dll
        On Vista, turning off UAC and restarting solves the problem.

 

    429 error-Source: GridBilling:InitGrid Line: 60 is an error caused by the failure of the xadb8.ocx to register correctly.
        The solution is to manually register the file through the command line with: regsvr32 c:\program files\amazing charts\xadb8.ocx

 

1316 Error

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.

    Note to users of McAfee Virus Scan Enterprise: simply disabling McAfee doesn't solve this issue. You need to take the extra step and right-click on the McAfee icon, select Properties, then Script Scan, and uncheck the Enable box.

 

1306 Error

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:

    Amazing Charts has encountered an error...
    Description: Object reference not set to an instance of an object.

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).

    ChilkatDotNet.dll for 64 bit processors
    ChilkatDotNet.dll for 32 bit processors

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.

    Reregister ComponentOne Files
    Reregister MDAC
    Reregister Miscellaneous DLLSfiles/regdll.bat

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.

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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.

Installation Error
"Can't Register MSCAL.OCX"

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)

Useful Downloads

Instructions

Prior Version

Amazing Charts V4.0 (aka v4.0.73)
Amazing Charts V3.7 (aka v3.7.15, msi version)
Due to a report of prescription forgeries - prior versions without prescription verification features are no longer available.

 

LogMeIn & GoToMyPC

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.

 

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