eClaims/NEA attachments freezing

[vintagedental]

We have recently added eClaims and NEA services to our office.  I am able to submit claims without an attachement with no problem.  However, once I add and attachment and click "save and send", PracticeWorks freezes.  Simply ending the program in task mangager doesn't work. It is still frozen when practiceworks starts up again. I have to logoff of Citrix and restart the program everytime. HELP!  I have called tech support and they don't know what is going on. Is anyone else having this problem? 

[juriz]

Good morning,

I'm sorry to hear about this. I'm tagging robert.angus‌ , johnathan.d‌ , and debi.peterson‌ to see if they can assist. 

[robertangus]

I'm currently researching the issue and will reach out to your office later today

[tmslaug2]

Was there ever a solution found to this problem?  We have the same issue at times.

[robertangus]

I reviewed the case from when I reached out to this office. The issue was actually with the uploading/transmitting of the attachments to NEA, even when using NEA in stand alone to transmit them. Since they were a cloud client, the Product IT team that maintains the server worked with NEA to resolve the issue. 

Until NEA resolved the issue, as long as they created/saved the attachments and closed NEA again without sending. PracticeWorks resumed normal function.