Viewing 1 post (of 1 total)
  • Author
    Posts
  • #30939

    William
    Keymaster

    We occasionally have customers reporting to us that after running an update, ClinicOffice won’t run… and naturally our update gets the blame for causing the problem!

    So… the first thing to explain is that 99% of the time it’s NOT the update that has caused the issue 😯 …the actual cause is almost always one of two other things :-

      (i) Your Anti-Virus software has noticed ClinicOffice files being updated and has decided to quarantine the files, thus breaking your ClinicOffice installation.

      (ii) The update failed because some files were in use (you will have noticed an ABORT-RETRY-IGNORE message during the update). This has left ClinicOffice partly installed and hence unable to run.

    (i) Resolving Anti-Virus Related Problems

      [1] Temporarily disable your Anti-Virus program.

      [2] Download and re-install the latest ClinicOffice update again from this page :-
      http://pioneersoftware.co.uk/co-updates

      [3] After re-installing the update, run ClinicOffice to see if it works as expected.

    If ClinicOffice now runs correctly, then you know it’s definitely your Anti-Virus which caused the issue.

    Before re-enabling your Anti-Virus software, you must configure it to EXCLUDE ClinicOffice so that it won’t interfere in future. Please see the following post for guidance on this :-
    FAQ 407: How to Exclude ClinicOffice from AntiVirus Software

    (ii) Resolving a Failed Update

      [1] The first step is to restart your PC. If the update failed due to files being “in use”, this will clear all running applications so that the update can work correctly.

      [2] Download and re-install the latest ClinicOffice update again from this page :-
      http://pioneersoftware.co.uk/co-updates

      [3] After re-installing the update, run ClinicOffice to see if it works as expected.

    Q. I re-installed the update but that hasn’t resolved it – what should I do now?

    Sometimes it might be necessary to do a FULL RE-INSTALL of ClinicOffice depending on what files were incorrectly quarantined or are otherwise missing from your installation.

    To do this, simply download and install the latest FULL SETUP file which you can also find on the “Program Updates” page on our website :-
    http://pioneersoftware.co.uk/co-updates

    If you have any questions about the above, please reply to this post and give us as much information as possible and our support team will be happy to help. Alternatively, if you’re on the ClinicOffice Support Plan, please feel free to contact our helpdesk directly.

Viewing 1 post (of 1 total)

You must be logged in to reply to this topic.