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abl
Canine II

sudden interruption with the ability of the user to access the dental imaging software from the icon in the cs program.

what is the cause for a sudden interruption with the ability of the user to access the dental imaging software from the icon in the cs program. 

my only fix, for now, is to remove the imaging software altogether and to do a fresh install for the imaging software. any thoughts for a fix , since this is a very annoying and disruptive error which occurs at least once a week on different workstations.   

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6 Replies
CS Dental Employee
CS Dental Employee

Re: sudden interruption with the ability of the user to access the dental imaging software from the icon in the cs program.

this answer is based on assumption that the "carestream imaging " is not becoming grayed out in Softdent Options and when clicking on carestream imaging or the CS imaging icon in chart nothing happens 

go to Windows task manager ,  processes Tab , search for " TW.exe " or "patient.exe" and end process 
then try to open Carestream imaging from Softdent again 

if this is not the case please help us with more information maybe screenshots if possible 
hope you will find this helpful 

abl
Canine II

Re: sudden interruption with the ability of the user to access the dental imaging software from the icon in the cs program.

did not solve the problem, the program had to be reinstalled again! Not

good !!

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CS Dental Employee
CS Dental Employee

Re: sudden interruption with the ability of the user to access the dental imaging software from the icon in the cs program.

contacted office and imaging R2 are working with office for a solution

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abl
Canine II

Re: sudden interruption with the ability of the user to access the dental imaging software from the icon in the cs program.

we have escalated the issue I had an updated version of imaging installed

in the unit by the level 2 support, the software was working for less than

a day and stopped again. cannot activate imaging from the software,

also received an error message when opened the software which is enclosed

please let me know

thanks

amir ben-Levy dds

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Community Manager
Community Manager

Re: sudden interruption with the ability of the user to access the dental imaging software from the icon in the cs program.

Dr. Ben-Levy, 

I reviewed and see that our team worked with your IT team to resolve.  Regardless, if the issue reoccurs please let us know and we will re-evaluate.  Thank you for using The Exchange.

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CS Dental Employee
CS Dental Employee

Re: sudden interruption with the ability of the user to access the dental imaging software from the icon in the cs program.

an update on this matter 
i remember that this office had Mcafee antivirus , just had few calls with similar issue ,after going through some diagnosis found out that Mcafee anti-virus is corrupting the .dll files, reducing them to 0 bytes in size.
replacing these corrupted files fixed the issue , unfortunately mcafee doesn’t have the option to exclude folders from it’s realtime protection or scheduled file scan  , advised offices to replace mcafee with another anti-virus as a solution

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