Troubleshooting
The troubleshooting section is here to help fix problems with opening or operating the program. Please try the following steps before calling technical support.
Database Maintenance
Start Menu>Programs>EZClaim>Utilities
This maintenance utility will allow you to perform the following functions:
• Backup the database
• Restore the database
• Compact and repair the database
• Unlock any patient or user records in the database
Opening the utility:
1. Make sure all users have exited from EZClaim before using any of the utilities.
2. Click the Windows Start menu button, select Programs, EZClaim, Utilities, Database Maintenance.
3. Select the procedure you would like to perform then click the Next button.
4. Follow the on screen instructions.
5. Once the procedure is complete, the program will close.
“There are too many users…” message
When opening the program, you receive a message saying there are too many users in the system when you know you are the only person. This happens because EZClaim thinks there are other users in the program. To fix this issues, follow the steps below:
1. Click the Windows Start menu button then select ‘Programs’.
2. Select EZClaim then ‘Utilities’, then ‘Database Maintenance’.
3. Check the ‘Clear Record Locks in Database’ option.
4. Click Next.
5. Click OK to the confirmation message.
The record lock table is now cleared and other users can proceed to open the program.
“Additional users are still in the system…” message
When attempting to export claims for electronic billing or backing up your data, you receive a message saying "Additional users are still in the system.."
A patient record is locked. This can be caused by a computer crash or lockup when a patient record is open.
To unlock all patient records, follow these steps:
1. Click the Windows Start menu button then select ‘Programs’.
2. Select EZClaim then ‘Utilities’, then ‘Database Maintenance’.
3. Check the ‘Clear Record Locks in Database’ option.
4. Click Next.
5. Click OK to the confirmation message.
The record lock table is now cleared and other users can proceed to open the program.
Unsupported Operation was Attempted
Symptoms
When opening the program or clicking the Charges tab, you receive a message that says ‘An unsupported operation was attempted’.
Cause
A missing or corrupted system file usually causes this message.
Solution
Re-install the software from the CD to replace any missing or corrupted files.
Could Not Find the Database
Symptoms
When you open the program, a message flashes saying ‘Could not find the database’ then an Open dialog box pops up. If you click cancel, the program shuts down.
Cause
The database location changing normally causes this message. There are two causes for this error.
1. If the database file (EZData.mdb) has been moved, the program does not know the location and asks you to locate by finding it in the Open dialog box.
2. The second cause could be a network problem. If you database is located on a server, the workstation sometimes has ‘mapped’ drives to the server. If the mapped drive is no longer available, the program will not be able to find the database.
Solutions
1. Locate and select the EZData.mbd file with the Open dialog box and click the open button.
2. Remap the missing network dive and open the program again.
Could Not Update Database
Symptoms
When you open the program, a message pops up saying the database could not be updated.
Cause
If the database cannot be opened in a read/write mode, the database will not be updated. There are three possible causes.
1. The database is opened by another user on the system.
2. The database is marked as read only.
3. The database is corrupted and cannot be opened
Solutions
• Have the other user close the database, and then reopen the program.
• Find the EZData.mdb file, right click and uncheck the box marked ‘Read Only.’
• Use the Compact and Repair Utility installed with EZClaim. Click the Start menu, select Programs, EZClaim, Utilities, then Compact and Repair Database. Follow the on screen instructions. If the utility is unable to repair the database, please contact us for our database repair service (available for a charge).
• Use Access 97 to open the database. If the database is corrupted, Access will attempt to repair it. Once repaired, EZClaim will open successfully.
Where is the Database for my EZClaim program located?
The Database is located in the EZClaim directory. The name is EZData.mdb.
To locate the EZClaim Directory: (If database has not been moved from C: drive)
1. Double click on ‘My Computer’ on your desktop.
2. Double click on ‘C:Drive.’
3. Double click the ‘Program’ folder.
4. Double click on the EZClaim folder.
Dot Matrix Printers
Symptoms
Text is printing one line down at the bottom of the page or text 'wrapped' down to the next line. This happens most often in box 30 (balance due) because it's printed so far to the right.
Solutions
Check Driver Settings
1. Driver should be set for Tractor Feed, not manual or auto feed.
2. To adjust driver go to My Computer, right click on Printers, and then open Properties.
3. Click on the Paper Tab, and select the correct Paper Source.
4. Make sure Printer Driver is the exact driver for your model. IBM emulation drivers sometimes do not work.
Adjust Printer
Shift the paper to the right in the printer so the printer can print on the extreme right side of the paper without 'wrapping' to the next line.
Adjust the pin feed wheels on the printer to the right about 1/8 of an inch.
Re-adjust the EZClaim printer alignment using the Printer Adjustment command from the file menu.
To see if it's EZClaim’s problem or your printers, look at a print preview of a claim. If it looks OK on the print preview screen, then something must be happening on the printer side.
Printing Problems
How to determine if the issue is a printer problem or an EZClaim problem.
Bring up a claim in EZClaim. Click the ‘File’ menu and select ‘Print Preview’. If it looks OK on the print preview screen, then it is a problem with your printer.
Incorrect Font when Printing
Symptoms
When the CMS-1500 data is printed, the font is unreadable.
Solution
Click the file menu and select Printer Adjustment. Change the font to Courier, Courier New, or any other font that is available.
Memory Overflow or Incomplete CMS-1500 Form is Printed
Symptoms
When printing the black and white CMS-1500 form, the form is not complete or the printer shows a memory overflow error.
Solution
Check with the printer manufacture to see what settings need to be changed. Try to change the graphic resolution from 600 dpi to 300 dpi. If the form looks OK when viewing a print preview, then it’s an issue with the printer.
Registration Problems
Why does my software become unregistered?
The registration information is stored in the database. If the program was reinstalled onto a new machine (therefore a blank database), the program will be in trial mode. Once your database has been restored, the program will be registered.
What to do if you lose your registration information
Enter the registration number and key code given to you when you purchased the software.