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I’m confused sorry – how/why did you encrypt the original file?
You should be using the ClinicOffice TOOLS | BACKUP command to create the backup file which is guaranteed to backup all the database files correctly. If you just 7-zipped the folder yourself then there are likely to be problems since files may have been in use.
Please use the TOOLS | BACKUP command to create a backup from ClinicOffice and then upload that single file to our FTP server without making any changes to it. Thanks.
7zip reports that is the “wrong password” – please note that we were requesting the password you used to encrypt the 7zip file (presuming you did?) rather than your ClinicOffice password.
If you didn’t encrypt the 7zip file, then it means it is corrupt. If that is the case, I wonder if you perhaps have a physical problem on your hard disk which is leading to file corruption?
Please advise if you used a password to encrypt the 7zip file and if so, what it is – thanks.
Thank you – we have received the files, however you appear to have password protected the zip file and we are unable to open it. Please let us know what the password is.
This would seem to indicate that you’re having problems connecting to our FTP server. I can see that our server is up and running fine, and that your connection dropped out after uploading 17MB this time. Another customer successfully uploaded a 600MB file on the same night, so there’s no problem at our end.
I would suggest installing 7zip on your computer (http://www.7-zip.org) and then using it to SPLIT your backup file into smaller files – perhaps 10MB each and then uploading each of them in turn. This means that if your connection drops out you don’t have to start again, you just have to re-upload the file that failed. Here are some instructions on how to use 7zip to split a file :-
http://www.newsgroupreviews.com/guides/7-zip-split-archive.htmlHi Kirsty. You may recall that we sent you a link to install a custom development build of COv4 to address a specific issue you were having, hence this is not a general problem with COv4 update 1079, but rather an issue with your custom build.
We have rebuilt the installer for your custom version of COv4. Please download and install this update here to resolve the problem :-
Hi – I’m afraid that we’re unable to open the backup file as the upload appears to be corrupt. Most likely the upload failed part way through.
Please can you try again and also, please let us know the size of the file you are uploading – thanks.
Please take a backup of your database and then upload to our servers following these instructions :-
https://pioneersoftware.co.uk/forums/topic/faq-301-how-do-i-upload-my-database-to-your-ftp-server?view=all
We will then take a look at your database to see what the problem is.
>> it doesn’t even proceed to the check and repair log
Please explain in full detail what steps you are taking and what happens. For example, have you clicked on MANAGE DATABASES? Does that come up with the Manage Databases window? If not what happens? If it does, have you right clicked and selected “Check and Repair”? What happens then?
Please give us a full and detailed description and then we’ll look into it for you – thanks.
Hi – thanks for your post. There are 2 FAQ articles which explain how to share a database :-
FAQ 101: How do I share a database on my network? (COv5)
FAQ 102: How do I share a database on my network? (COv4)It sounds like you incorrectly looked at the COv4 article rather than the COv5 article. Please click the above link to FAQ 101 which is for COv5.
Hi Steve – we still have a copy of your database, and using your own database we have gone through the exact steps you outlined and it works correctly since installing the latest update.
Are you 100% sure that you re-downloaded and re-installed the latest update again on ALL your computers? If so, please can you post step-by-step instructions on what you’re doing along with a screenshot of the results so that we can compare it to what we have back here – thanks.
Hi James,
>> Email Manager: Is there anyway of limiting the Public Folders to only a few staff members?
Root public folders cannot be restricted – they are by definition “public”. However you can create a sub-folder off the public “Inbox” and then set the access on them (right click | Set Access…). You can then create an Email Sorting Rule to move incoming email to the restricted sub-folder.>> Calendar Sync (Google): Is there anyway to sync more than just one calendar in google?
For technical reasons this is impossible. Appointment records in your ClinicOffice database maintain links to their counterpart “Google Event” records so that the two can kept in sync. You cannot therefore sync with multiple Google accounts as that would mean each ClinicOffice record would have to monitor multiple Google Events across multiple calendars. This would also introduce issues when those calendars became out of sync with one another – which one should ClinicOffice sync with? How would the Google events sync with one another? etc. etc.Hi Roelof,
>> I was wondering if I can continue using the online diary when my computer uses the 3g networking communication
No, this won’t work for 2 reasons :-
[1] your IP address will keep changing each time you connect to the 3G network and the diary won’t know where to look for your database
[2] even if it could connect on 3G, the performance will be so bad that it will be unworkable (see https://pioneersoftware.co.uk/forums/topic/faq-109-how-can-i-improve-performance-in-the-online-diary?view=allHi – the module is now called CALENDAR SYNC rather than “Outlook Sync” and as the name suggests it synchronises the appointments in the diary. Please see :-
https://pioneersoftware.co.uk/co-pricingHi Steve – we’ve managed to reproduce the issue back here. It appears that one of our partner companies fixed some issues with their diary component (an updated version of which was in the latest COv5 release) and this in turn had affected the way the diary week view prints.
We’ve made some modifications and if you re-download and re-install the 1079 update again then it should be ok now :-
https://pioneersoftware.co.uk/co-updatesPlease let us know how you get on.
Ah… I see the problem – in your last post you mention v4 – we were talking at cross purposes as it was COv5 (not COv4) build 1079 which was refreshed to address this issue.
However, we’ve just rebuilt and re-uploaded the COv4 update 1079 too, so if you download and install the latest COv4 update it should now be resolved.
Thank you for uploading your database. We have just restored it and the first thing we tried was to run a CHECK & REPAIR operation.
ClinicOffice then reported “INVALID ALLOCATION DATA FOUND” and it reports the following :-
INVOICES Account Inv Date Inv Num Total Allocated
P***n, Andrew [486] 26/01/2007 22 £34.00 £68.00Selecting “REMOVE INVALID ALLOCATIONS” cleared the invalid allocation data. We could then go into his account and double click on each of the unallocated PAYMENT records, click AUTO ALLOCATE and then click SAVE AND CLOSE. This resolves the problem.
As regards the other patient records you named in your email (sent separately), I checked the first two you mentioned and they both have only payments on their account and NO CORRESPONDING invoices – hence their accounts are obviously going to be in credit – this is correct behaviour.
As regards the third person (Steven G*******n), you have entered 3 invoices (totalling £101) and 3 payments (totalling £104) so clearly his Account Balance is £3 in credit – I’m afraid I can’t see any problem with this – once again ClinicOffice is correct.
The fourth person (Stephen M***e) has only one invoice on his account (for £32) and no payments hence his balance is £32 in debit – again ClinicOffice is 100% correct.
I haven’t checked the other names as I suspect that they too are all correct. So the only problem account was Andrew P***n and that was because of invalid allocation data which was fixed with the CHECK & REPAIR operation.
Please feel free to post a reply here if you have any follow up questions – many thanks.
Hi Daniel,
Thanks for your post. You can click the “SUBSCRIBE TO TOPIC” or “SUBSCRIBE TO FORUM” links at the bottom of the screen to be notified by email when you receive a reply in this forum.
As regards the problem itself, if there were a bug in ClinicOffice which was causing Account Balances to be incorrect, then we would have 1000s of users all telling us the same thing. It’s much more likely that the issue is being caused by the way data has been entered into your database.
Please can you upload a backup of your database to our server and tell us which patient accounts are problematic, and we’ll take a look for you to see what the cause is :-
https://pioneersoftware.co.uk/forums/topic/faq-301-how-do-i-upload-my-database-to-your-ftp-server?view=all
Hi there – we’ve checked with the developers and no code whatsoever has been changed in the diary printing for several months, plus nobody else has reported any problem, so it’s highly unlikely to be a problem with the latest update.
Have you tried adjusting the time range that you’re printing? The diary component automatically scales the timeslots so that it can fit everything on one page. For example, if you’re printing from 7am – 7pm, try changing the day range to 8am – 6pm (i.e. 2 less hours).
Please also check the paper size and marginal settings on the PRINT PREVIEW screen to make sure you’ve not accidentally increased the margins or reduced the paper size which would have the same effect.
If the above suggestions don’t help, please post a screen-shot of the print preview screen here for us to look at.
Thanks for letting us know – we were using a 3rd party website to get around the Twitter API changes but it appears that site has been closed down. We’ve now coded our own Twitter -> RSS converter and the NEWS sidebar is fixed.
Please re-download and re-install the 1079 update to get the latest fix.
>> In effect does this mean that we don’t have to maintain PCI compliance if they hold the card details?
Good question. We contacted CardSave, discussed this at length and have written up a new FAQ discussing the subject :-
https://pioneersoftware.co.uk/forums/topic/faq-411-do-i-need-to-be-pci-compliant-to-use-worldpay?view=all
Hope this helps!
>> Am I right in assuming that the card number has to be entered manually, that there is no swipe available using the virtual terminal? Also, does cardsave save the card details for future transactions?
That’s correct – the card number has to be entered manually when the the card is first used. Thereafter, you can simply choose to “use the same card as last time” as the card details are saved by CardSave (who are 100% PCI-DSS compliant).Please let us know if you need any more information – thanks!
Please see this FAQ which answers that question :-
https://pioneersoftware.co.uk/forums/topic/faq-402-which-antivirus-program-do-you-recommend-updated
– Your ClinicOffice database folder :-
“C:COv5_Data”
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- and
all subfolders– Your ClinicOffice program folder which will be something like :-
“C:Program Files (x86)Pioneer SoftwareClinicOffice v5”
Hi Jonas,
We have indeed come across some issues with ESET before, so it is possible that it’s interferring with the ClinicOffice Database Engine.You’ll want to exclude your ClinicOffice Database folder from any “resident shield” or “pro-active scanners” that may be running.
Also, it might be a good idea to temporarily disable ESET to see if you have any issues. In our experience, when customers do experience occasional error messages with the ClinicOffice Database engine, 90% of the time it’s being caused by the Anti-Virus.
Thanks for posting that information Colm – very useful.
Please bear in mind however that CardSave “tailor” the package for each customer depending on the likely throughput of card transactions. In other words, larger clinics who are processing more card transactions each month will pay lower fees.
None-the-less, it’s helpful to know the costs that you were quoted – thanks again!
>> I think this is fairly reasonable… I’d prefer a free setup…
Why not ask them?! If you tell them that you’ll place an order right there and then if they waive the setup fee, then maybe they’ll go for it.
(Disclaimer: we have no knowledge to this effect, but you never know and there’s no harm in asking!)We’ve had a handful of reports about this now and it is indeed most odd.
The answer seems to be to simply install the full setup file (rather than the update) over the top of your existing installation. This will not affect your data in any way, but it will make sure that all the ClinicOffice program files are updated to the latest versions
Here’s a direct link to the full setup file :-
In all cases (so far) this has resolved the issue – please let us know if you need any additional assistance.
Hi – thanks for mentioning these issues.
As regards the first issue, it sounds like you’re using the OLD STYLE popup messages (from COv4). We had another user report this problem and we released a silent update to 1079 to fix it.
Regarding the 2nd issue, please make sure that your email program is registered as your default email client. You can check this by clicking on a mailto: link from a website.
Either way, please re-download and re-install the latest 1079 update again from here and then let us know your results :-
https://pioneersoftware.co.uk/co-updatesHi Roelof,
You can view the “Outstanding Invoices” report to see who has unpaid invoices and this can be sorted by the aging/due date… and you can print off and/or email the outstanding invoices to clients from the Finances tab on the Patient Editor, however there is currently no “batch email payment reminder” feature to send off emails to all clients with an outstanding balance in a single operation.
It’s not a bad idea though, so it’s been added to the wish-list.
>> show me last months categorized income (product/sales),
>> description of each items and payment methodPlease see the “Payments for Items & Services (Summary)” report.
Yes – it follows the same convention as our previous post.
To add a single custom field, add the following line to the field list :-
custom_app_fields."my_field_name",To add ALL custom fields, add this line to the field list :-
@FIELDS:custom_app_fields,Hi Dee – thanks for your post. The answer is it depends on which financial report you have in mind – please let us know and we’ll provide instructions.
Hi Peter – there are two possibilities that might help :-
[1] Turn on Flags/Alerts in the diary (if they’re not already one) by clicking “DIARY OPTIONS | Visual Settings” then look at options :-
– “Indicate related alerts of type”
– “Indicate related flags of type”
These two options will show flags and alerts on the actual appointments in the diary which shows the admin staff visually that there is an alert or flag on the record.[2] The second possibility is that this could be accomplished if you have the Scripting Module and our developers could write a script for you. Please contact us via email if you’d like us to provide a quote for this.
Many thanks!
Hi Roelof,
I’m afraid that we’ve never come across that particular software before. To export invoices / payments / credit notes etc. from ClinicOffice, simply go to the relevant Financial Grid and right click -> Export -> Excel (or whatever format you wish).
Hope this helps!
With ClinicOffice v5 you can raise CHARGES and then create just one invoice. This is how many ClinicOffice users raise single invoices for BUPA and other insurance companies.
>> its advising I have not got enough licence fee options left!
Hi Dee – sorry to hear you are unable to logon. There is no such message about “license fee options” in ClinicOffice so I’m afraid I have no idea what that message means.Please can click the POST REPLY button below and let us know exactly what steps you are taking to get that message and exactly word-for-word what the message says?
The only message that’s vaguely similar in ClinicOffice is if you are trying to ACTIVATE ClinicOffice on a computer, but you have no available licenses on your account. It might be that you’re COMPUTER ID has changed and so ClinicOffice needs to be re-activated on that computer. If this is the case, then please follow the instructions in this FAQ article :-
https://pioneersoftware.co.uk/forums/topic/faq-204-clinicoffice-lost-its-license-and-needs-activatingRegards,
Support Team
Hi – thanks for your post. The only reason why one day would ‘disappear’ (apart from if someone went through manually deleting them) is if a database restore operation was performed. This would “roll back” your database to an earlier point in time when the backup was taken – presumably to before the point when the now missing appointments were entered.
Rather than using the mouse, why not type the first letter or two and then press ENTER – that will select the item you require and is much faster than taking your hand off the keyboard and using the mouse.
Please can you try adjusting the settings on your stylus? Perhaps try increasing the resolution to maximum to see if that helps or try decreasing it to the minimum to see what is better? Please also try tweaking any other setings on the device to see what makes it better or worse.
The Visual Notes module simply monitors the mouse cursor movement (i.e. the pointer on the screen) as it moves over the image. If the left mouse buttin is down when the cursor moves, then the control draws on the image (using the selected pen width and colour) following the screen cursor – it’s really very simple and I have no idea what we could do differently.
Just to add to Daniel’s reply, I notice that you have a license for 30 users. We have customers running the ClinicOffice Server Edition with over 100 users without any performance issues.
The fact that it was all working fine until you experienced network hardware issues, and it since hasn’t been working correctly would strongly imply that the cause of the problem is nothing to do with ClinicOffice – after all, the program hasn’t changed at all – especially as you haven’t been installing the updates!
I also noticed on your record that you’re on our Support Plan, so as Daniel suggested, please do give our helpdesk a call and our technical staff will be happy to connect in remotely to see if we can help diagnose the problem for you.
Many thanks!
Hi Roelof – I’m still not sure what you’re asking us to do – sorry. ClinicOffice has nothing to do with how your stylus operates. If it is a little ‘jumpy’ then you really need to speak to whoever provided your stylus hardware and/or the drivers for it.
Hi Kirsty,
I’m afraid it’s difficult to give a quick answer to your post as I don’t fully understand the Australian tax/accounting system. Here’s a summary of how the financial records work in ClinicOffice :-
INVOICE
An invoice is essentially a “bill”. When an invoice is raised it does the following :-
(a) tells ClinicOffice that a person owes you money
(b) provides a date/time point at which the money is (i) billed and (ii) due
(c) provides detailed information as to what it’s for (i.e. qty of products/services)
(d) provides other information such as which staff member (if any) was responsiblePAYMENT
A payment is simply a record which says “x amount was received from y at this date/time”. On its own a payment has NO context as to WHY it’s been received or WHAT its for – all that information is recorded in the invoice.PAYMENT -> INVOICE ALLOCATION
A payment may be allocated to a single invoice, or to several invoices. Equally a single invoice can have multiple payments allocated to it. Once a payment has been allocated to an invoice, then more information is available to say what the payment is actually for.Bearing in mind the above, here are some answers to your questions :-
>> Other payment reports do not show pre or overpayments
Most likely you are referring to reports which tie invoices and payments together, such as Staff Allocation reports, or Item Sales reports. A “pre-payment” or “over-payment” has not been allocated to an invoice, so there is no way that such payments can show on these reports.>> I enter this as a negative amount to the invoice. On all the payment reports this is listed except for the payment list!
This is correct behaviour – a negative line on an invoice has absolutely nothing to do with a payment so there is no reason why it would appear on the Payment List report.>> Is it possible to have a payment report that is the best of both worlds, that is, will show over and prepayemtns made on a day and also show the negative hicaps taken for the day as well as the details fo teh services/and or product charged on the day?
No, because they are two completely separate things. What if somebody pre-paid you a month ago and has a credit sitting on their account – then they come in today and have a treatment? No money changes hands because they had already paid. Does that treatment appear on today’s report, or should it appear on the report for a month ago when the payment was made? Or does it appear on both? If both then the payment appears twice and totals are incorrect. If the former, then how does the system know what the payment was for since the invoice hasn’t been raised? If the latter, then it means the “day total” on todays report will be incorrect because it includes an amount which was NOT taken today but was received a month ago.Instead, you should use a combination of TWO reports :-
(a) The “Payment List” report which will show you your PHYSICAL takings for a day
(b) “Item/Service Sales” report which will show you how money has been ALLOCATED that day. This may include payments taken on different dates but which are none-the-less relevant to today’s activityI hope this helps to clarify things a little. 🙂
>> what would the benefit of using the multiple clinics be if I had to remotely
>> use a computer – how did it work before the hosted edition?
We have customers using their own “Hosted” environments via Terminal Services, Citrix or TS Plus. Some clients manage their appiointment diary from one central location and others travel around between clinics. In each case the ability to segregate the database into subclinics is useful for them.>> LogMeIn basically needs a computer on the other end to sit there in an unusable fashion.
It might not suit your circumstances, but many customers who travel between sites one at a time, or who like to work from home in the evenings find it to be very useful.>> Is there a way to have multiple users remotely use COv5?
As mentioned previously – this is exactly what the Hosted Edition is for – please click the link below for more information :-
https://pioneersoftware.co.uk/co-pricingAlternatives to the Hosted Edition would include Terminal Services, Citrix and TS Plus.
Thanks for your post. Yes it is possible to have the ClinicOffice client remotely reading a database over the internet. To achieve this you would need to setup your firewall, port-forwarding and also configure the pg_hba.conf file in the PostgreSQL engine to allow the remote connections (see http://www.postgresql.org/docs/9.2/static/auth-pg-hba-conf.html.
Is it desirable to do this? NO. Why?
(a) Performance: working this way, you are streaming entire database records back and forth over the internet. Unless you have some sort of massive internet connection at both ends (client and server) then performance will be poor – especially when working with files or images. Even large result sets will affect performance. Consider: performing a complex query which returns 10,000 rows over the internet would mean that the entire dataset of 10,000 records (which could themselves contain large binary fields) would have to be transferred over the wire. Remote Desktop or LogMeIn by contrast only sends a screen image and mouse/keyboard input – all data processing is done on the server and no raw data is transferred over the internet.
(b) Security: the connection between the ClinicOffice client and the PostgreSQL server is not encrypted. There is no need for it to be encrypted when running over a LAN. If you decide to run your database over the internet, you are sending entire unencrypted records over the worldwide web. RemoteApp which we use for our Hosted Servers is fully encrypted.
>> which would be a better option?
>> 2. LogMeIn OR
>> 3. Remote Desktop connection?
Either.>> How do other multiple clinic users currently set their WAN up?
>> The multiple clinics function on COv5 is a great idea but how does it work?
Most customers in this situation would subscribe to our Hosted Edition. Please see these links for more information :-
https://pioneersoftware.co.uk/co-compare
https://pioneersoftware.co.uk/co-compareI hope this helps to answer your question.
Hi Kathryn,
That’s correct – please check the ClinicOffice log (which is included with every update). The changelog is also available on our updates page here :-
https://pioneersoftware.co.uk/co-updatesYou’ll notice that in build 1074 it says :-
=============================
Build 1074 [16th October 2012]+ Introduced PGSQL database audit trail feature
+ Introduced new Associate Fees module
* Added various new access rights for greater control over staff access
* Removed ‘Quick Print’ buttons (caused too many printing issues especially on Hosted Edition)
* Improved SSL functionality in Email Manager
– Fixed “Session Lock Manager” problems with EDB database engine
– Fixed access right issues on Email Folders
=============================The QUICK PRINT button stores the printer which was last used for a print operation – however in Hosted environments (like Terminal Services / Citrix) this was causing problems for many of our customers so it was removed. Please use the normal PRINT button and then click OK on the PRINT DIALOG box.
Hi Kathryn,
There is a tickbox on the Quick Transaction screen which says “Print a receipt after saving using this template“. It sounds like you have accidentally unticked this box.
Please make sure that you tick this box and also select which “Payment Receipt” to use.
That’s correct – if you have scrolled down the list of emails in your inbox and are looking say 1/2 way down the list when a new email arrives, ClinicOffice will not suddenly jump back to the top of the list.
This is correct behaviour and is consistent with other email programs. You do of course receive a new email notification at the bottom right corner of your screen.
Hi Roelof – sorry – I don’t understand what you mean? What date and time are you referring to? When you open an email it shows you the date when it was sent/received at the top of the screen.
Please can you explain in more detail what you’re referring to?
Yes – please use the following code to add the patient’s TELEPHONE number to the caption :-
{per!telephone!id=@per_id}
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