It might be worth having one of us connected in observing to see if anything stands out as a cause.
Would you be interested in setting up a time for us to do that?
did that patient have their insurance or responsible party change since that visit/claim generation?
There is a known issue that PracticeWorks will crash when trying to click on the "View insured party" button when looking at the claim through their former responsible party's ledger.
Though it was first found in v10.1.3, It may be possible to have existed in older versions and wasn't observed.
Oh, and I work only on my computer - so I don't know if it happens on any other workstation. It is likely that nobody else is in that scenario enough to notice - whereas I am in it almost daily.
No, it happens regularly when I am calling on claims. Sometimes they want the unique ID of the member (not the SSN) and from this screen, that is the fastest way to get there.