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musichbusch
Canine III

Moving Patients

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We are constantly having problems moving appointments. 

We move patients by: 

1-Going to the day they are scheduled

2-Click and drag to the clipboard

3-Find a new appointment and click and drag into the ne time

It usually ends up freezing up on us (spinning) and we have to wait or force quit and try again. Recently we got a new error (see photo).

Just wondering if this is all a known issue and if we will see some improvements soon? We are on 15.1.3.27

 

IMG_4864 (1).jpg

 

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prcarter
Moderator
Moderator

Re: Moving Patients

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Good day Melissa ( @musichbusch ),

There are not any settings in OrthoTrac (workstation specific or otherwise) that would cause a particular function to run more slowly or to cause the type of errors you are seeing.  Timeout issues (issues where a function responds slowly or takes a long time for that function to execute) are typically related to environmental problems with your office's network configuration or the connection to the OrthoTrac server.  You may wish to contact your office technician to have them review settings on your PCs and your network, especially if the issue is occurring more frequently only on a particular workstation.  Many firewall / antivirus programs (for example) may be set with overly restrictive settings by default and may need to be reviewed by your tech to resolve the issue. 

If you have any other questions, please let us know!

Regards,

Phil Carter / OrthoTrac Escalations

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4 Replies
prcarter
Moderator
Moderator

Re: Moving Patients

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Good day Melissa ( @musichbusch ),

We do have a known defect on this specific error message. Development has told us that the error occurs when attempting to add a new patient appointment *on the current schedule day*, when an error is then encountered with adding the patient to patient flow.  It is stated that the workaround is to completely cancel the newly made appointment and then re-add it for the same time and chair to force the system to re-read the record.  Even with this information, however, we have been unable to reproduce the error in testing either with our own data or with client data, which suggests it is a very rare situation.

The circumstances you are describing, however, do not seem to match with what Development has stated to be the cause and the situation when the error will occur.  Can you reproduce the issue consistently? I tried this morning by following the steps you mentioned (drag a patient's appointment to the Clipboard; view a different day; drag to a new slot on the new day). I was not able to reproduce after multiple tests on multiple datasets, all running v15.1.3.27.   

Can you tell me whether the error occurs *before* or after the below screen?  

prcarter_1-1618927804966.png

If it occurs before this screen appears, please let me know that. If it occurs AFTER you click OK but before the appointment is seated, please let me know that.  Also, if it occurs after this screen, please let me know which options you are selecting (by patient, by Office, or due to error) and whether you are doing anything to change the appointment type or add additional comments or procedures when doing so.  Any additional info will be helpful. 

Regards,

Phil Carter / OrthoTrac Escalations

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musichbusch
Canine III

Re: Moving Patients

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The error occurred when we clicked on the appointment that was on the clipboard and dragged it to its new day/time. So the window that you show popped up, then the error also came up. I have not been able to create this error again either. 
Our biggest issue seems to be "timing out" we just get the spinning until we force quit or the window pops up saying there was an error. We also get the Patient Lookup window popping up a lot when we click and drag to move appointments. 

It seems to happen more on 1 particular worstation- could this be a settings issue?

 

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musichbusch
Canine III

Re: Moving Patients

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To add:

When we are moving patients to another day we are usually keeping the "By Patient" 

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prcarter
Moderator
Moderator

Re: Moving Patients

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Good day Melissa ( @musichbusch ),

There are not any settings in OrthoTrac (workstation specific or otherwise) that would cause a particular function to run more slowly or to cause the type of errors you are seeing.  Timeout issues (issues where a function responds slowly or takes a long time for that function to execute) are typically related to environmental problems with your office's network configuration or the connection to the OrthoTrac server.  You may wish to contact your office technician to have them review settings on your PCs and your network, especially if the issue is occurring more frequently only on a particular workstation.  Many firewall / antivirus programs (for example) may be set with overly restrictive settings by default and may need to be reviewed by your tech to resolve the issue. 

If you have any other questions, please let us know!

Regards,

Phil Carter / OrthoTrac Escalations

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