Friday, December 11, 2015

Important Advisory - Printing and Email Error Message in ClearDent



Error Message When Printing/Emailing Reports

A recent windows update has caused problems many software programs that use a common report printing engine called Crystal Reports.  This means that some ClearDent customers have received an error in our software when trying to print or email some claims, receipts, statements and/or reports. We are working on a permanent fix for this issue, but want to provide a temporary workaround for practices affected by this. Please free to call into our support centre at 1-866-253-2748 Ext 2, or follow the steps below if you have received this error message:

These next steps will guide you through the process of uninstalling the portion of the Windows update (KB3102429) that is causing the issues with ClearDent.

 

Step 1

Click on your Windows start menu and type "cmd" into the search field. This will bring up "Command Prompt" as a result. Click on that to open.



Step 2

Once Command Prompt is open, Type or Paste: 

 

"wusa /uninstall /kb:3102429"

 

You cannot use Ctrl+v. You must use the menu that is opened by right clicking in the command prompt window. Once you have the command entered, press "enter" on your keyboard and the uninstall will begin.  This should take between 30 seconds and 1 minute.



Step 3

Once the uninstall from Step 2 is complete, you will be prompted to restart your computer in order to make these changes take affect. Select "Restart Now" to this option. It will confirm that you want to unistall KB310249. Click "Yes."



Step 4

Now that the update has been uninstalled you need to prevent it from installing itself again.  To do that, click on the Start menu again, and search "Windows update." Then, click on the "important updates available" link (shown as "1 important update is available" on the screen shot below.


Step 5

Left click on the important update (KB310249) to highlight it blue. Then right click it and select "Hide update"


Go back to the control panel, as was shown in Step 4, and click "Check for updates." If nothing shows up then you have successfully completed the update removal and your ClearDent error should be resolved. If your check update bar gets stuck searching, then you will need to run the Microsoft fix outlined here:
http://go.microsoft.com/?linkid=9830262