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braceslc
Canine II

Orthotrac loses printers

Occsionally when printing- especially Appointment tickets-No Printers Except PDF Printers are Listed in OrthoTrac or Microsoft Word - All Printers Missing no printers except the "novaPDF" printer appear in the drop-down list. All other printers are missing from the list. We have made sure the locally attached printer is the default, we have turned off usb power saving but still randomly happens about 6 times a day and the only way to get them back is to restart. Does anyone have this problem or a solution? Thanks.

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5 Replies
Moderator
Moderator

Re: Orthotrac loses printers

Good day Laurie  (@braceslc),

If you are an OrthoTrac Cloud client, we have a knowledge page available on the common causes of this issue.  It is located here:

https://community.carestreamdental.com/t5/OrthoTrac-Documentation/Orthotrac-Cloud-No-Printers-Except...

Common causes include:

1.  Duplicate computer names across various locations

2.  Attempting to share the same Cloud user ID across multiple PCs which have different attached printers

3.  Network drops or disconnections which cause the printer list to be lost

If you are not an OrthoTrac Cloud client, please provide your practice's details so we can contact you directly and assist. 

Regards,

Phil Carter / OrthoTrac Escalations

braceslc
Canine II

Re: Orthotrac loses printers

Hey Phil, thanks for responding. This issue started when we added new computer and migrated from Windows 7 to Windows 10. We are not cloud. We are v.14.0.0.25. It happens randomly throughout the day. Printer is directly connected to machine. When it happens the only printer available is the nova printer until we restart the machine. Feel free to contact me at 706-733-1182 or maybe better if call support when it happens?
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Moderator
Moderator

Re: Orthotrac loses printers

Good day  Laurie  (@braceslc) , 

OrthoTrac reads the printers list at the time it is started.  It sounds as if your connection to the printer is being lost while OrthoTrac is running, because if OrthoTrac cannot detect a printer that it previously used as the default for a function and you attempt to print using that function, then it will display nothing at all in the printers list.  If you have the printer directly connected by a USB cable then the issue may be with the printer itself.  You may want to have your office technician look at the printer's setup or reinstall its drivers

In this case it is best for you to contact Support when this issue is occurring so that we can look at the issue in real time. In the meantime, you may try this fix:

1.  From the Start menu, type C:\Windows\OMS.INI  and open the resulting file. 

2.  Locate the section labeled [Printers]  in the file. 

3.  Delete everything in that section.  This will effectively remove the default printer selected for any functions in OrthoTrac. 

4.  Restart OrthoTrac.  This will cause OrthoTrac to re-read the printers list at that time. If the printer or printers are still not visible then it means OrthoTrac cannot detect the printer and your tech will need to look further into the issue. 

Regards,

Phil Carter / OrthoTrac Escalations

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braceslc
Canine II

Re: Orthotrac loses printers

Thanks! I am trying right now- will let you know if that is the fix. Appreciate your quick reply!!
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htrohatos
Canine II

Re: Orthotrac loses printers

We have this problem as well on our front desk computers.

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