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office1950
Canine II

x-rays missing

x-rays were taken on a patient but they are not showing up in patient chart

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9 Replies
Community Manager
Community Manager

Re: x-rays missing

ayman‌ do you have any ideas on this or know someone out of imaging support that could help? 

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Moderator
Moderator

Re: x-rays missing

usually there are 2 reasons for this issue to happen 


1- images were taken\saved under a different patient, this is usually resolved by searching images database for all files modified date ( visit date ) and trying to manually identify these xrays then move them to the correct patient 

2- imaging software has crashed while taking xrays or saving them , we can try to find temporary files on acquisition computer 

office1950 can you please send me a private message with account # ,contact information , and what time can i contact you to log in and try to help you find these xrays 

drcavola
Premolar III

Re: x-rays missing

We have found that in our office when this happens, the images are typically in another patients file.  And, usually, the patient seen just prior to the one who is missing the images.  For some reason, the CS imaging software doesn't close when Softdent changes patients, and the acquisition of new images ends up on in the patient of the previous screen.

On rare occasions, the images could be acquired on the local drive/computer, rather than on the server.  Sometimes you need to run the utility within the Charting module on the computer with which the images were taken:

   Execute KDIS/TW image integration utility (File, 4th option down in the chart)

doctom4300
Premolar III

Re: x-rays missing

We are having this problem today. None of today's patients have the missing xrays. No patients that are alphabetically close to the patient's name have the xrays.

I did call CareStream support. In order to help, she needed to be able to connect to the computer where the xrays were taken. Those computers are not connected to the internet. I can connect them, but it's a big process. I asked what to look for. She said to look on the local C: drive for directory c:\program data\tw\dis_acq_temp. I couldn't do that while I was on the phone with support because a patient was in that room. Now I've checked, and there isn't a "c:\program data" directory.

Any other places I should look? Or are these xrays just gone?

doctom4300
Premolar III

Re: x-rays missing

Is there somewhere on the server I can look?
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Moderator
Moderator

Re: x-rays missing

ProgramData is a hidden folder so you can type c:\programdata to access it or use folder options to show hidden folders 

doctom4300
Premolar III

Re: x-rays missing

Thanks! When the current patient is done in that room, I'll take another look.

 

I didn't realize I'd set the Front Desk computers to show hidden folders. Smiley Happy

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Moderator
Moderator

Re: x-rays missing

sure welcome 

the second thing i'd do to check if images were saved under another patient is searching the pwimages folder for *.* date modified  today 

if you can grant me access to the server i can take a look , if you can send me a PM with account # and contact info i'd give you a call 

doctom4300
Premolar III

Re: x-rays missing

Everyone was right: the xrays were saved on a different patient. I thought I'd checked all of today's patients, but one patient was deleted off of the schedule. I didn't think to check that patient.

Thanks again for the help, Ayman!