R4 errors only for one user

[robert1523]

Hi. We have a strange error occurring when one of the dentists is logged in. He gets this error and then when pressing ok a lot of other errors appear up until we get the databese connection error. I wait for a few seconds until it seems to establish connection and it works again until you click on something else and it does this again.

I logged in with my user( admin) and I cannot replicate the error. Can someone point me in the right direction please? Thank you

[robert1523]

Hi. I was wondering if anyone experienced this. We tried using different computers and only one user is affected. Every other person that sues the same computer has no problems whatsoever. 

Can a user be recreated by us without causing any problems?

[matthewbridge]

Hi @robert1523,

Apologies for the delay.

Yes we have seen in the past an error can occur for just 1 R4 user on 1 PC, the first thing we would try is to reset the profile.

Ensuring that account isn't logged into R4, please go to your server and find the sys2data folder (normally within C:), within this folder there is a folder called profiles. Find the initials they use to log in and delete this folder.

If you are unable to do this or want some assistance please contact our helpdesk and we will be able to assist.

Matt

[robert1523]

Thank you. Tried it and unfortunately it does not work. Looking at the profile that is recreated for that user and the others the difference I see is that for him the folder inside is missing the file called "User.ini". The only one is the "lock" file

[matthewbridge]

In this instance I would contact the helpdesk on 0330 094 8194.

Alternatively if you want to private message me your account number I can get a member of the team to call you.

Matt