Home Forums Discussions Problems User being booted from AC

We have a user that is getting disconnected from Amazing Charts when she tries to view a Well Child form in Imports. Any idea why this would happen? I have already ran the troubleshooting tools that AC provides and don't see any issues.

Thanks in advance for any advice you can give me.

JJ

JJ,

Can other users view the Well Child form from imports on the same PC? Can this user use another PC to view the well child forms? Need to eliminate if it's the PC or something to do with the log in

Yes. Users can see forms and not get booted from AC. Just this PC. I have updated Java and Adobe Reader but still getting issues. Also ran the Check Amazing Charts in Utilities and got the following error:

A network-related or instance-specific error occurred while establishing a connection to SQL server......Provider: SQL Network Interfaces, error: 25 - Connection string is not valid.

You might want to try and uninstall Amazing Charts, reboot PC and reinstall. Not sure if that will work but worth a try. If not, reach out to Sandeep or Indy here on the boards to see what they think.

Keep us updated on the board on if you can fix it or not.

Uninstall of AC did not resolve the issue. I also reverted back to Adobe Reader 9 but still user is getting kicked out.

This is something that support would need to fix. It can't be Adobe or any other software on the machine, because it only happens to her.

ask support about .net framework and extra entry in dbfactories in Machine.config maybe

Dear JJohn,

This may sound strange but check that the users windows account on that computer is an admin. Then reset the path for AC to the main database. Use Amazing Utilities to reset the path. Try browsing to the shared folder and not using a mapped drive. If that does not help you need to call support.

Claire

This is from Raja who does only SQL Server IT for Microsoft. Not sure if this has been fixed already. Please get back to us either way.

The user is receiving a SQL Server error message.

So, it indicates that the user is either having permissions at the SQL Server level or SQL Server Service account is not having rights in the users local machine. It can be either, and would need to troubleshot to figure out.

jjohn,

It has been 12 days since you last posted. I am under the impression you have possibly had help from support, and you have had some comments posted since then.

Has your issue been resolved? Can you share it with the rest of us? Thanks.

I was able to install updated Adobe Reader. Now user is not have any issues. But another one of your users is still getting kicked out of AC. He does have multiple sessions opened in AC at one time. We are currently monitoring this too see if this is causing him getting booted out.

That is a good idea about Adobe. It can be the culprit at times. Not sure why just the one person.

Can you give more info on what you mean by multiple sessions. I don't think you can have more than one chart open at a time.

Multiple sessions?

I had similar problem with Adobe Acrobat Professional. When I changed to Adobe Reader, it worked.

However, I prefer, the Professional version to edit my documents. Any suggestions?

Do you have Microsoft Office? If so, what architecture? 32-bit or 64-bit.

Bert,

Yes Office 2013, 64 bit.

That may explain it. When I installed the 64-bit version of Office, Adobe no longer worked properly. I had to go back to the 32-bit version. I don't know why. Just blamed it on Microsoft. It is what I usually do.