Issue: When starting Orthotrac on some workstations in the office, the following error is presented. Other comput
ers in the office may be working with no issues.
There are several possible causes for this issue. The steps below are arranged in order from easiest to check to the most difficult.
1. Verify that the time on the workstation and the server are the same. The time itself and also the time ZONE (Central vs. Eastern, etc., as well as Daylight Time vs. Standard) should match.
2. Verify that PWSVR on the server has Automatic Server Detection checked.
A user must be logged onto the server in order for the PWSVR.exe to load. PWSVR can be configured to automatically log a user onto the server when it reboots then lock the server.
1. Double-click the gold key on the server's task bar.
2. Click Options.
3. Place a check in the Automatic Server Detection check box. When the Automatic Server Detection box is not checked, the workstations will not be able to automatically detect that PWSVR.exe is running on the server.
4. Place a check in the File System Message Polling check box.
5. Set the Message Check Frequency to 5 seconds.
6. Click OK.
7. Click Close.
8. Verify that OrthoTrac will now open on the workstation.
3. Verify you are not connected to server in a Remote Desktop connection. Remote Desktop connections generally do not connect to a Console or ID0 session with the server, and the key Will Not start in this mode. This type of connection is generally referred to as Terminal Services. If using Windows Server 2008 a session of ID1 may be used.
To check if a user is connected via RDP in:
Windows 7 / Windows Server 2008::
Press Ctrl + Alt + Delete on the keyboard and select Task Manager. Select the Users tab. If the Session for the logged in user displays, RDP-TCP the user is logged in via RDP.
Windows 10/ Windows Server 2012 R2:
Go to a cmd line prompt. Then type: query session and press <Enter>. This will also show you if you are in an RDP session.
4. In PWClient.exe confirm that the PracticeWorks Server Path under Options is set to the location of PWSVR.exe on the server. This is usually U:\oms\pwsvr. Also verify that the timeouts are set properly.
1. Click Start, Run from the Windows Start menu on the workstation where the error message is displayed.
2. Type: pwclient.exe
3. Click OK.
4. Click Options.
5. Click in the PracticeWorks Server Path text box.
6. Type: U:\oms\pwsvr
7. Set the File System Message Timeout to at least 15.
8. Set the Mailslot Message Timeout to at least 4.
9. Click OK.
10. Click Close.
11. Start OrthoTrac to determine if the issue has been resolved.
5. Verify that the computer can access the OMS folder on the server.
1. Double-click on the My Computer icon on the Windows Desktop.
2. Double-click the C-drive on 'Server' (U:).
NOTE: The U: drive is the standard drive letter used for OrthoTrac on the server. This can be confirmed in the OMS.ini on the workstation.
3. Double-click the OMS folder to ensure that the workstation can access the OMS folder.
NOTE: If a message is displayed indicating that the workstation does not have permission to access the server, or is prompting for a user name and password, then the workstation does not have proper permissions to access the server. Change the permissions on the server so that the user name that the workstation is currently using has 'Administrative' permissions on the server.
4. Verify that OrthoTrac will now open on the workstation.
6. When the computer is unable to connect to the main server's OMS folder, disable the network connection and then enable the network connection on the workstation and then try opening OrthoTrac again.
1. Right-click the My Network Places icon on the workstation.
2. Click Properties.
3. Right-click the Local Area Connection icon.
4. Click Disable.
5. Click View, Refresh.
6. When the Status of the Local Area Connection is changed to Disabled, right click Local Area Connection.
7. Click Enable.
8. When the Status of the Local Area Connection is changed to Enabled, click File, Exit to close the window.
9. Verify that OrthoTrac will open on the workstation.
7. Verify that the computers are all on the same workgroup.
1. From the computer that is not working, double-click My Computer.
2. Double-click My Network Places.
3. Double-click Entire Network.
4. Double-click Microsoft Windows Network.
5. Verify that there is only one network group listed.
If there is more than one workgroup listed, double-click the first network group in the list and look for the name of the computer you are logged into. Verify that the server is located in the same workgroup. If the server is not listed in the workgroup, click the Back button and search the second workgroup for the server. When the server and the computer you are logged into are not on the same workgroup, change the workgroup from the My Computer icon by clicking on the Change button on the General tab.
8. Verify that the computer is able to read, write and delete from the \OMS\PWSvr and \OMS\PWSvr\msg folders on the server.
1. Double-click the My Computer icon on the Windows Desktop.
2. Double-click the C-drive on 'Server' (U:).
NOTE: The U: drive is the standard drive letter used for OrthoTrac on the server. This can be confirmed in the OMS.ini on the workstation.
3. Double-click the OMS folder to open it.
4. Double-click the PWSvr folder to open it.
5. Right-click anywhere in the folder and select New, Text Document.
6. Enter a filename of test.txt and save the file.
7. Right-click the newly created file and select Delete.
NOTE: If you receive errors while trying to create or delete the file, or if a message is displayed indicating that the workstation does not have permission to access the server, or is prompting for a user name and password, then the workstation does not have proper permissions to access the PWSvr folder. Change the permissions on the server so that the user name that the workstation is currently using has 'Administrative' permissions on the server, and to the \OMS\PWSvr folder and its subfolders in particular.
8. Repeat steps 1-7 for the PWSvr\msg folder.
9. Verify that OrthoTrac will now open on the workstation.
9. Verify that the workstation is able to ping the server by name. If it is not, a local technician may need to get involved to troubleshoot the workstation and find out why.
1. From the computer that is not working, click Start, Run and type oms.ini then press <Enter>.
2. Make a note of the server's name in the ServerName path (the part before the \ORSQLEXP ), then close the OMS.ini file.
3. Click Start, Run, and type cmd then press <Enter>.
4. From the command window, type ping SERVERNAME where SERVERNAME is the name of the OrthoTrac server.
NOTE: If the result is four lines with reply times, then the workstation is able to communicate properly with the server. If the result is four Request timed out lines, then the office technician will have to get involved to determine why the workstation is not able to properly communicate with the server. Try pinging the server by IP address (this info can be obtained from the server itself by running ipconfig from a command window) and see if it responds.
If the workstation cannot ping the server by name, but only by IP address, you can sometimes get around this by adding a line to the hosts file of the affected machine (C:\Windows\System32\drivers\etc\hosts on 32-bit machines, C:\Windows\SysWOW64\drivers\etc\hosts on 64-bit machines), with the IP address of the server itself. This change should generally not be made by OrthoTrac Support as changing the hosts file incorrectly can cause the computer to not be able to communicate with other machines. An example line to be added, however, would look like this:
192.168.1.106 SERVER
The first part is the IP address of the server and the second part is the server NAME.
This is a last resort and should only be done if none of the other solutions have worked.
If all of the above steps have been tried and the issue is still occurring, please contact Orthotrac Support at 866-722-2567 or via email at OrthoTracSupport@carestream.com for further assistance.
