Home Forums Discussions Problems Internal Error 2738 on v5.0.29 Install

Tried to install new version v5.0.29 (from v5.0.28) a few weeks ago. Effort ended with an error (which I misplaced).

Tried again today. Downloaded (to desktop) fine. Ran as administrator. Fine. Installation Wizard was trying to do it's thing, but after a while the following error popped up: "Internal Error 2738. Installation ended prematurely because of an error. Please contact Technical Support..." It seems to me that the first installation attempt ended at approximately the same spot as today's.

I searched the forums using the error number--but apparently I'm the only one encountering this error. Any suggestions before I go the long route of contacting TS?

Mory (on behalf of DrPearl)

Mory,

Try this. Open a command prompt as an administrator. Don't just open in the run command. Browse to it on Accessories, right-click and choose "Run as administrator"

At the command prompt, type>regsvr32 vbscript.dll

Let me know if that works for you.

You can do this at the time of the error if it will let you continue, or you can do it prior.

Please let me know:

1. What OS and version? (this is notorious on Vista, but others)
2. If you have the actual error message, that would be great.

Try this first, though.

I had a similar problem updating from V5.028 to 5.029. Don't recall the specific error, but it referenced insufficient network rights. After technical support gave up on me (they were convinced it was a network issue on our end, despite the fact that our network had not changed since prior updates, etc.), I uninstalled 5.028 and installed 5.029 as a fresh install. Ran perfect.

I think there are a few errors that do this. The only way to know is if the author of the question gives feedback. Unfortunately, it has been four days, and we still don't know.

Literally, it takes about 10 seconds to run the script. It either worked or it didn't.

Hmmm...wonder if they got this fixed? Did they try any of the suggestions?

Maybe their keyboard doesn't have a 3 on it.

I am having the same issue here. Now I need to go back to version 5.0.28 and there is no one availabe! This has put our office at a stand still!!

We always upgrade on the weekend so we don't upset office hours. We upgrade our server but we uninstall old version on all the laptops and then install the new version fresh. When we did the upgrade, we were able to do it remotely from home and it all ran smoothly in the extreme.

This link should take you to v5.0.28

http://tinyurl.com/version5-0-28

I always try to keep all previous versions for times like these. This should give you v5.0.28.

However, I am still confused as to why someone wouldn't try a simple register .dll fix. It only takes a few seconds.

c:\windows\system32>regsvr32 vbscript.dll

1. Type Start -> Run -> cmd to open a command prompt.
2. Default is C:\Documents and Settings\username>
3. You will need to change this to this prompt:
4. c:\windows\system32>
5. At the end of the default prompt (your cursor will already be there) type >cd C:\ and hit enter (where > is the end of your original default prompt.
This will give you:
6. C:\>
7. Type cd windows (after the prompt where your cursor is) and hit enter.
8. This will give you C:\WINDOWS
9. Type cd system32 after the C:\WINDOWS> prompt. This will give you:
10. C:\Windows\system32> (which is what you want)
Now enter your command:
11. C:\Windows\system32>regsvr32 vbscript.dll

Hit enter. Done. All you are doing is registering an unregistered .dll file already on your computer. An unregistered vbscript.dll can keep installations from running properly.

So, did you get it fixed? Did you try registering the .dlls? Did you download 5.28?

Did you get it fixed? How did download 5.28 work? Did the .dlls work?

Bump

Hi Bert,

The upgrade issue remains unresolved.

In trying to unravel a mystery of "disappearing" scanned files (also unresoved)with the AC support staff , we discovered that our main computer has TWO AC setups. It's like working in parallel worlds. However they are not truely parallel. Apparently, at some point during the many times that I, and/or, the AC support staff have uninstalled and then reinstalled AC on our main computer, one copy of AC has been installed under C:\\Program Files\Amazing Charts and a similar copy has been installed under the root directory C:\\Amazing Charts. The programs in each installation appear to be similar, but the imported items data is different. I haven't looked at any of the other data (and I'm not sure that I have the tools and know-how to delve into the AC databases). I have no idea as to the process by which the computer "decides" to place data into one data-base or the other.

This discovery has implications not only for the scanned items (as I shall explain in a moment), but also for our BACKUPS and for our UPDATES.

It is possible that we have not been able to update our AC program (version 5.0.28), due to the installer program's "confusion" as to which of the two AC programs to update. I can't say that for certain.

And, until the problem of duplicate AC programs (in the root directory and program files directory) is solved, I've decided not to update our current AC program using any of the suggested made in this thread.

I also have to figure out which data-base is being backed-up.

As of late, we've been working with Mark, of the AC support staff, who's been very helpful. Currently, however, we can't afford to abandon either of the data directories, since both contain imported items (and, some of the original documents were destroyed). We're not certain as to how to merge the directories, since the AC naming convention has assigned similar names to different documents in each file. A merger will likely result in one file replacing another--an outcome we definitely would like to avoid.

Needless to say, this has restricted our use of AC to the scheduling, medical notes, demographic & insurance data modules. As of today, we hope to use it for billing. By leaving the scanning issue unresolved, we've been unable to move to a paperless system. We're also starting to work with a new biller, but documents that they will expect to access through AC, like copies of the actual insurance cards for example, will not be unavailable. In the very, very near future, the other ramifications, on billing, of running a limited system will become apparent.

Thanks for your help. I apologize for the response gaps, but as an understaffed, single-provider office, time to respond (as helpful as it might be), or even to work consistently with AC support, is very limited. Too many things to do; too little time in which to do them.

Mory

I guess that AC tech support still doesn't have any confidence in the Amazing Sync program. It would seem to me that backing up and moving one of the two AC databases on DrPearl's main computer to a second computer, starting it up and doing a sync with the remaining database on the main computer should work.

I agree, except for a couple of things. Syncing is meant for having two databases the same, taking one offsite, adding to the database, etc. then syncing. Even adding a patient would be based on the current database. In Mory's situation, he has been adding patients to each and therefore there are patients with the same ID#s. Syncing those would probably result data loss or corruption.

Mory, no matter how many AC databases you have, the computer will know because the clients will decide where to connect. You do that manually. Your backups will be the same way. They will backup where the backup is pointed.

I have always had questions about how to install, as I like my program on the C: drive and my database on my D: drive. This means installing to the C: drive and moving SQL databases to D: which is not all that difficult.

I think I can fix your problem, but I would like to take it to a PM.

John's idea is a good idea and may even work, but even under the best of circumstances, I don't trust sync either, especially in this situation.

That's an interesting solution, John. I'd be very interested in hearing from AC tech support, how the Amazing Sync program would handle two different documents that have the same name, 00000001.pdf, for example. The documents were scanned in during different visits and because each document was sent to a different data-base, AC assigned them the same name. That's alot different than handling additional items that were added to a second computer--with no naming conflict--and syncing it with the main computer, for example.

I'll put it to AC tech support and see what they say.

Mory
(on behalf of DrPearl)

I wouldn't worry about imported items. I would worry about patient data. You can't rename patient ID#s and everything is based on IDs.

I would think long and hard before I synced two databases with patients using the same ID#s. This is probably why he has not brought it up.

Now, when I reread your post, and if it is what it is, then your problem is simple.

First, it doesn't matter which, if any, has been updated. If you are using 5.0.28, who cares.

To find out which database you are using, just go to Amazing Utilities on any computer (or all if you want) and click on reset paths (it won't reset them if you just open that window). It will show you what database you are using.

There is no need to worry about which one you have been backing up. Who cares. Just back up the one you are currently connected to. You can back up the other database separately after. But, all you need is one good one. The one with patient data should be backed up, and that will be the one you are connected to.

As far as imported items, no big deal. Maybe a lot of work, though. You can do it manually. Just decide which database you are connected to, open the OTHER Amazing Charts folder, open the ImportItems folders and manually import those files. It will rename them for you.

When you find which database you are NOT using via the method above, go into the folder and either change the extension of the AmazingCharts.mdf database to AmazingCharts.old or move the .xml file out of the folder so it is IMPOSSIBLE to connect there.

I would be very careful about syncing, especially if there are any new patients.

Bert, by the time I saw John's post and responded, you had already responded. You are fast.

I agree with your point about backups. I think that I can fairly easily check which of the two data-bases is being backed up.

I also appreciate your point about the possibility of corrupting, or losing, alot of data--if I use the Amazing Sync program.

I'm interested in learning about the solution you have in mind--which I hope doesn't involve going into each file and manually changing the item name.

However, thinking of that, perhaps I could get a program that will do global changes and just up the numbers of each item to 10 and above. I don't think that we've scanned in anyone's complete file--which would contain more than ten items--to date. I know of programs that could change file names--but not the name of data objects within the files...

BTW, what is PM (besides Prime Minister)?

The doctor is seeing patients today (Sunday is our busiest day) and we have a full house, so I'm on and off the computer...

Mory

Bert,

You beat me to it again. But, I'll have to take a closer look at what you suggested a bit later...very busy just now.

Thanks. I'll keep you posted.

Mory

In which directory should the Amazing Charts program be installed?

My computer (not the main computer) seems to be pointing to the AmazingCharts.mdf file located in the root directory. The main computer is in use and I probably won't have access to it until tomorrow. (Good chance it's pointing to the other directory...)

Mory

First, let me say that Jon is very bright with AC, and I like his idea. I just think it's a little risky at this point. Maybe, if we sort things out, it is possible.

There are two ways to do it. There would be to actually import each item from the wrong database from the folders that the imported items are in. Or you could move the files into the folders in the good AC ImportItems folder. One thing you should make a point of is not just leaving the name of a pdf, 00000001.pdf. When you import it, it allows you to name it.

Of course, if you just copy and past the files from 2233 to 2233 of the good folder, they will overwrite. Renaming all the bad 2233 files individually would be tedious. Microsoft, however, lets you name them all at once. At least with Word documents and pdf files. Say you had ten files in the 2233 folder in the non-used AC folder. You could simply highlight them all and rename the top one or any for that matter to Patient.pdf, it would change all ten or all 100 for that matter to Patient.pdf, Patient(1).pdf, etc. The word document would be Patient(1).doc. If you did it this way, you would have all of your scanned documents IF 2233 were the same patient (you should check first). At this point, none of those files would show up because they weren't imported via AC. You would have to go to Administrative Options, Tools, Imported Items: Repair missing items and links and run the maintenance tools. This should connect your patient to the corresponding imported items.

PM = Practice Management in some cases. I meant it as Private Message.

How about a devils advocate position. Take the database you will be renaming "old". Put it on a separate computer off your network with a monitor near a network one. Get an employee to compare patient files on the two computers to see what is what. A database specialist may be able to guide you. At least you may find out a pattern to what is missing in the "good" database

Whatever database your computers are pointing to is most likely the one you want. Of course, it could be the wrong database. But, all you have to do is see if all your patients are in your AC. If so, then that is the database you want. The other database which is on C:\Program Files\Amazing Charts is likely not being used. Right now, it is where you are pointed from your individual clients.

If you are going to continue writing notes, messages, scripts, etc. then I would consider that database (C:\Amazing Charts) as the correct one. Whichever one you don't want to use even if it has imported items folders, you should dismantle by going to it and doing any number of things:

Change the folder name to Amazing Charts Old
Change the .xml file name or move it
Change the name of pretty much any database to .old from .mdf

Now as to what directory, I would generally not put AC on my root drive. Not sure how it got there. The default is under Program Files, which is where it would have installed if you did nothing else.

Personally, I want the databases at least on the D: drive. All data should be on a data drive/partition. Given AC is set up a little wacky, I just install it to the D: drive to begin with. I hate it, but I find it safer that way.

Good point mkweiss. The database specialist I recommended in the PM.

Mory,

You have what could be a complicated dilemman. I don't know, because it is the backups and imported items that are mentioned. These are two things that are no big deal which, depending on the amount of patients could be fixed in a day.

But, if this is about entered patients, then it may be a difficult situation. Again, it depends on the number of patients. If it were ten, you could re-create them. If it were 100, you probably couldn't.

I HATE TO BE STERN HERE, but I don't understand why you would ask this question and then not check your PMs. If you are on the board, then you will see a flashing email at the top of your screen. You are also set to receive emails when you get a private message. I think the issue is you are trying to solve this problem on behalf of Dr. Pearl, and he may be getting the emails rather than you. If that were the case, then he should probably let you know. On the other hand, why not put your email in the preferences. Finally, you could make a rule where emails with Amazing Charts Private Message (or whatever it is) in the subject line gets forwarded to you.

I hope I am not offending you, but if I were you, I would take advantage of all the replies and suggestions you are getting. It is probably easiest if you check the flashing email at the top of the screen. I also let you know there was a PM (private message.

Sorry. I'm rather new to the board and I didn't look for, didn't notice, and wouldn't have had any idea what it meant--if I would have seen it. Thank you for your suggestions regarding email preferences. I'll have to wait to check the email in My Stuff, since we're closing for the night. I will attempt to respond tomorrow.

BTW, I put a call into AC tech support this afternoon, but didn't get a return call. I left a message for them to call me tomorrow morning about an urgent matter: The doctor's laptop computer refused to launch AC, coming up with the message "Your Database Requires Enhancements." It claims that we've installed a new version of AC--which we haven't. Following the directions in the message leads to a blind alley.

Mory

You should just ping them online - usually what the above means is that someone tried to use the laptop when it was not connected to your server (AC main file) and it reset the path - if you use the AC utilities to reset the path and then search it should be easy to correct.

This issue has reached resolution: the hard way.

I apologize for the huge gap in responding to the last few suggestions and reporting how I dealt with the issue.

Brief recap: After spending quite some time trying to find out why we were losing documents imported via our scanner (that we verified existed in the patient's file immediately post-scanning), I discovered that we were living in a parallel universe. Two databases existed on the main computer, one, under Amazing Charts resided in the root directory; the second under Amazing Charts resided in the Program Files directory. It turns out that we were not losing scanned documents, they just went to the "other" data base. Documents associated with patient files depended on which computer used; the main computer showed us one view; an ancilliary computer showed us another. We could see scanned documents on one computer that could not be seen from another. Based on the initial symptoms, we worked, for many hours, with AC Tech Support on "fixing" the "scanner problem." We were barking up the wrong tree. It is still a mystery as how and when the computer(s) decided to which data base the data would be written. (Little did we know, but patient notes were also affected.)

Having read all of your responses and suggestions in response to his topic, I decided against using the Amazing Sync program. Over the course of a couple of months (as I am stretched thin among many responsibilities) I did the following:

> I made the database under Program Files "the" database. I made the other one "old."

> I found a program called WinMerge (version 2.12.4.0) available under a GNU General Public License. Working strictly with the scanned document files under each patient, I used the program to give me a listing of the differences between the two databases. I now had a list of which patient files contained scanned items, and what they were.

> I used another program, Q-Dir (a two-pane version of Windows Explorer) to help me compare each patient's imported files in the parallel directory. Q-Dir gave me the type of file and it's size.

> If an imported item was the same file type and the same size, I opened up each to verify that they were indeed the same. (Along the way I found files that were either mislabled, etc. and I made changes).

> The method I started using to transfer documents that were missing from "the" database, but found in the "old" database, was cut and paste. However, I found that I had to change the names and I wasn't confident that that was the best way to handle the situation. I then used the Amazing Charts vanilla import function for each patient. It went easier and AC automatically changed the file name, without my intervention.

So, that is the story. We did lose some of the doctor's notes--since I didn't know how to mine the data that was not located in discrete files like the imported documents. However, I'm confident that we located and transferred almost all of the missing imported documents to one unified database. It was manually intensive, and had to be spead out over a long time period--because I needed exclusive use of the main computer, which meant working when the doctor and staff were not there--and I had to work within my schedule.

I don't know if the process could be automated, but what I did worked. I hope not to ever have to go through that again!

Mory

Dr. Pearl,

Thank you for getting back to us. It is a learning experience for you and for us.

I was upgrading from ver 5.0.29 to ver 6.0.10 an encountered this internal error 2738 when upgrading the CLIENT computers.

I had no problems upgrading the server. I was able to upgrade 2 client computers too. The server and 2 client computers were running WinXP. All of the WinXP machines are running fine but I have 3 other computers running Windows Vista. All the Vista machines are giving me the internal error 2738 when I try to run the upgrade. The error occurs right after the question "Is this your main computer ..."

I tried re-registering the vbscript.dll and I even uninstalled Amazing Charts on one computer. The error keeps arising. I noticed on the WinXP machines when they were upgrading the error is thrown at the point that the machine checks the Windows 3.1 installer. On the WinXP machines they go right through without any problems but the Vista machines throw an error.

Anybody found a way around this?

I was able to fix the problem.

It appears that an old antivirus program kept writing over the vbscript.dll. No matter how many times I tried to re-register the dll manually, old remnants of the antivirus program would change it back to its old status.

Amazing Chart's tech support recommended that I use the Mcafee Clean up tool (MCPR.exe). You can download it here:

http://download.mcafee.com/products/licensed/cust_support_patches/MCPR.exe

Some of my computers did have Mcafee on it previously (trial version with Dell) while others didn't (Norton, Avast). I also used CCleaner to cleanup the registry and remove any extra temp files.

After you finish upgrading the client computers, you may receive a message saying that you need to install SQL Server on the computer (although you selected that this is NOT the main computer). Just ignore the message and navigate to the XML file on the database server. If it says you selected a different computer than the one you are on and asks you if the database is on the other computer, you just say yes.

Glad you got it working and Kudos to tech support.

Personally, I would never use McAfee or Norton. Avast is the best. Stay with it.