REPORT PRO TROUBLESHOOTING
Symptoms:		I am unable to view cbayscribe's web page properly because Macromedia Flash Plug-in is not installed.
Probable Cause / Reason:		The required Macromedia Flash Plug-in is not installed.
Action:		Click on link provided and follow on-screen setup to install Macromedia Flash Plug-in.
Symptoms:		Error: "Unable to Create DSN entries"
Probable Cause / Reason:		ODBC Driver: Microsoft Access Driver (*.mdb) is not installed.
Action:		Install appropriate MDAC driver available from www.microsoft.com for specified Windows platform.
Symptoms:		How can I download the revised documents from the web and replace the ones stored locally?
Probable Cause / Reason:		Files have been corrected and reposted. Files have been corrected and resynced from another location.
Action:		Highlight selected reports, delete, and then initiate Advanced Download.
Symptoms:		Some files indicate 100% status during download but will not clear from the list.
Probable Cause / Reason:		Scroll screen to the right to see comments per file. Files might not be transcribed and posted for download.
Action:		Try downloading files again at a later time.
Symptoms:		How can I hide the download status screen?
Probable Cause / Reason:		Files are not yet transcribed and posted for download.
Action:		Right-click on the status screen and select Hide.
Symptoms:		Message: "Download is already in process."
Probable Cause / Reason:		Database did not refresh and remained in the lock status.
Action:		Close all instances of Report Pro and try logging in again.
Symptoms:		Reports are opening in encrypted format
Probable Cause / Reason:		Report(s) did not download properly the first time.
Action:		Highlight and delete selected report(s) and initiate Advanced Download.
Symptoms:		Why do some files not download into Report Pro?
Probable Cause / Reason:		Files might not be transcribed yet at the time of download.
Action:		Try downloading files again at a later time.
Symptoms:		How do I listen to voice files associated with the reports typed?
Probable Cause / Reason:		Need to follow along with the dictation.
Action:		Right-click on a file and select Play Voice File.
Symptoms:		I receive the fax wizard configuration when I select to print my report(s) in Report Pro.
Probable Cause / Reason:		The local machine is defaulted to print a fax machine and not a printer.
Action:		In Control Panel > Printers, right-click on a printer from the list and select "Set as Default Printer."
Symptoms:		Receive message "Network connection disconnected."
Probable Cause / Reason:		Shared folder that Report Pro is trying to access has lost its connection.
Action:		Save all documents and initiate a Restart with local machine to reestablish connection to the shared folders.
Symptoms:		Uploaded files under the wrong dictator account.
Probable Cause / Reason:		Wrong dictator account was selected during the retrieve process.
Action:		Send email instructions to 911@cbayscribe.com. Please specify date and time of upload. What is the wrong ID and what is the correct ID.
Symptoms:		Receive message "Error installing iKernel.exe: (0xa00…)."
Probable Cause / Reason:		User account to local machine does not have admin privileges to install software(s).
Action:		Log off local machine and login with a user account with administrative privileges.
Symptoms:		Can I email instead of faxing my daily patient list?
Probable Cause / Reason:		Fax machine might have malfunctioned or client refuses to send information via fax.
Action:		Send daily patient list to qabng@cbayscribe.com.
Symptoms:		Retrieved voice files from the recorder under the wrong doctor account.
Probable Cause / Reason:		Selected wrong dictator account.
Action:		Please contact CBayScribe technical support at 866-295-4600 during the hours of 9 AM to 6 PM EST M-F. Use 24/7 on-line support by clicking on "Support" button in Report Pro. Browse to www.cbayscribe.com and click "Customer Support" link just above the Member Login area.
Symptoms:		What is the number to fax my daily patient list?
Probable Cause / Reason:		-
Action:		CBayScribe Fax Server 410-571-7996.
Symptoms:		Unable to find document on website.
Probable Cause / Reason:		File may be archived.
Action:		Search archived reports on the website.
Symptoms:		Unable to view reports in Report Pro
Probable Cause / Reason:		Connection to local server failed. Settings "Display Only" option changed. Documents are older than 3 months. File may have not been downloaded to the local machine.
Action:		Ensure that server is powered on, check local mapped network drives for proper accesses, or restart local machine to reestablish connection. Check "Display Only" setting and adjust accordingly. Choose "Options" from the top menu bar and select "Display All." Perform an "Advanced Download" for the required date range.
Symptoms:		Web search by patient name returns no results.
Probable Cause / Reason:		Performed a text search.
Action:		Perform search again by demographics.
Symptoms:		Unable to upload dictations.
Probable Cause / Reason:		May not be connected to the internet or to the local server. Using Dial-up connection.
Action:		Ensure that the connection indicator at the bottom right hand corner of the Report Pro software is green. Attempt to use browser and connect to www.cbayscribe.com and login to ensure connection. Adjust Thread Count and Transfer Rate in Settings -> Internet Options Tab and General Tab respectively to accommodate dial-up connection speed.
Symptoms:		Files remain on the dictation screen even after an upload process.
Probable Cause / Reason:		Local machine cannot establish connection to www.cbayscribe.com or the Internet as a whole.
Action:		Reestablish connection to the Internet and perform the upload process again.
Symptoms:		DS-330 does not indicate "Remote" when attached to the cradle.
Probable Cause / Reason:		USB devices on Windows XP are set to turn off devices to save power. Recorder is not seated properly in cradle. Recorder is still in record mode. Faulty cradle. Recorder drivers are not installed properly or got corrupted.
Action:		Go to Device Manager -> Extend Universal Serial Bus Controllers from the list -> Right-click and select properties on USB Root Hub -> Power Management tab. Uncheck box labeled "Allow the computer to turn off this device to save power" and then click OK. Repeat for every instance of USB Root Hub on the list. Reseat recorder in cradle. Remove recorder and press STOP or NEW and reseat recorder. Plug USB cable directly into the recorder. Reinstall drivers.
Symptoms:		Unable to retrieve voice files from DVR.
Probable Cause / Reason:		Wrong recorder type selected. USB cable not connected properly to computer or cradle.
Action:		Select the right recorder type. Disconnect and reconnect firmly from the back of the PC.
Symptoms:		Unable to print reports.
Probable Cause / Reason:		Printer not connected or not functioning properly.
Action:		Ensure that a printer is connected to computer and installed properly. Ensure that a networked printer is setup correctly.
Symptoms:		Error message: Not Enough Memory or Disk Space while batch printing reports
Probable Cause / Reason:		System resources are low. Not enough memory (RAM) on printer or PC. Not enough Free Space on hard drive
Action:		Try to batch print a lesser number of reports at one time. Add more memory (RAM) to the computer. Check Free Space on the local disk C:\ .
Symptoms:		Unable to play voice files.
Probable Cause / Reason:		Voice files are not in their default location. Documents are considered composite reports. File dictated via telephone. Voice files were retrieved on another PC.
Action:		Contact CBayScribe Technical Support @ 866-295-4600 x3133 Composite Reports are designated with {01} in the file name. Please locate the document without the {01} in the name and play the voice file from there. The voice files recorded while using the telephone are not stored on your local computer. Please contact Technical Support 1-866-295-4600 x3133. Attempt to listen to voice files on computer they were retrieved and uploaded from.
Symptoms:		Unable to perform Manual Resync.
Probable Cause / Reason:		Improper permissions set on shared networked folder.
Action:		Please ensure that the Everyone group has full control of the CBayDownload folder.
Symptoms:		Not able to Log into Report Pro.
Probable Cause / Reason:		No Internet Connectivity.
Action:		Open Internet Explorer and browse to www.cbayscribe.com. Attempt to login to website using dictator ID and password.
Symptoms:		How do I create new Physician or Non-physician login IDs?
Probable Cause / Reason:		-
Action:		New ID's can either be created through Report Pro or on the website by using the Administrative ID and password for your account.
Symptoms:		How do I know if I have downloaded all reports?
Probable Cause / Reason:		Cross reference the number of voice files uploaded versus reports downloaded.
Action:		Go to the Options Menu in Report Pro and click Dictation Log.
Symptoms:		Receive error : "Ambiguous Name Detected: TmpDDE" when I try to print from within the software.
Probable Cause / Reason:		Microsoft Office uses a temporary macro named TempDDE when it communicates between applications. If the application interaction completes normally, the TempDDE macro is automatically deleted. If the Word session does not finish normally due to some malfunction of the hardware or software, the TempDDE macro can be left in Word.
Action:		Remove the TempDDE macro from Word. To do this, go into Microsoft Word. Hold down the Alt key and press the F8 key. Select the TempDDE macro and delete from list.