When batch printing in Orthotrac (printing a batch of multiple letters, printing statements, printing claims), Orthotrac may print one or two documents and then stop. The printer may produce an error message or may simply quit printing. The issue may occur on multiple computers and with multiple printers and is usually seen when printing a batch of letters.
NOTE: This page is a work in progress and will be updated as additional information is found, particularly when information is available from Microsoft about a fix for Windows 10.
Orthotrac Support began receiving calls about this issue in early August 2016. At the time we believed the issue to be linked with problems with printer drivers because changing print driver or reinstalling the printer would sometimes correct the problem. However, as of early September 2016 there are now more details available that Microsoft caused these issues themselves with Windows security updates KB3177725 and KB3176493.
Below are links to multiple web pages detailing the problem. You may utilize this information on your own or provide it to office technicians to assist with correcting the problem, but ultimately this issue is not caused by Orthotrac or Carestream in any way.
The following article details how Microsoft admitted the issue was caused by KB3177725 and KB3176493:
The following article details how Microsoft released a fix, KB3187022, for the issue, but only on Windows Vista, Server 2008, Server 2012, Windows 7, Windows 8 and Windows 8.1. Windows 10 does NOT yet have a fix released:
The following page is a link to Microsoft's official knowledge page on the issue, but does NOT provide actual downloadable fixes:
Finally, the following page provides actual downloadable fixes for the issue. As of September 9, 2016, Microsoft has not released the fixes as part of an official Windows Update. The fixes are only available via Microsoft Update Catalog and the link below will work only with Internet Explorer. Additionally, the fixes are NOT AVAILABLE for Windows 10 at this time.
If you are experiencing this issue, you have two options:
1. Uninstall the Microsoft updates that caused the issue (KB3177725 and KB3176493).
2. Install the fixes available from the Microsoft Update Catalog page http://catalog.update.microsoft.com/v7/site/Rss.aspx?q=KB3187022 . Again, these updates are not available currently as part of a regular Windows update, only from the Update Catalog page; that page is usable only in Internet Explorer; and the fixes are not available for Windows 10 at this time.
Please note that these updates should only be installed or uninstalled by a qualified technician. Orthotrac Support cannot assist with this process; the problem is outside our scope of support because it was not caused by our software. It is a Windows update issue which must be resolved by offices, either on your own or working with a local technician. Unfortunately, Orthotrac Support does not have any further information about the cause of this issue or a timeline for the availability of a fix on Windows 10 PCs.