Basic troubleshooting

When attempting to print, the printer name displays a question mark:

• Uncheck Let Windows manage my default printer within the Control Panel > Printers and Scanners.
• Verify the Windows default printer is set to non-label printer or CS PDF printer.
• Does the printer have a special character in its name (Example: Joe’s Printer)?
  • Rename printer and remove the special characterClose and reopen Cornerstone
  • If using a thin client workstation to access Cornerstone be sure the user logs off their profile and back on after you change the printer’s name.
• Check the printer’s name length as a long name can cause this issue due to how the name is truncated in your Cornerstone Database. 
• Verify print spooler is running:
  • Click windows icon and choose RunSearch for services.msc.
• • Locate the print spooler service and verify it is running. If not, right click it and choose Start. If this service was already running, right click, choose stop, and attempt to print again from Cornerstone. If it shows the printer name and it prints successfully it is a sign there is a problem with the printer’s driver.
    • If you purchased your printer through IDEXX and have Hardware Support you can call 1-800-695-2877 option 2, option 3, to help review the printer driver. If you purchased your printer locally, please reach out to your Local IT team for help reviewing the printer driver.
  • Be sure to start the print spooler service after testing.

Cornerstone will crash and disappear without error when logging into Cornerstone, opening a Patient Clipboard, or transferring Patient Visit List (PVL) items to an invoice.

• Is Grammarly installed? Grammarly for windows is a text dictation software that can negatively affect Cornerstone performance.
  Open control panel and choose programs and features to verify if Grammarly is installed.
  You can try to disable the text cursor indicator by going into your Grammarly Settings > Ease of Access > Text Cursor, and toggling the text cursor indicator off.
  
  Test the issue with the text cursor indicator turned off. If the issue still occurs, we suggest completely uninstalling or disabling Grammarly.

• Review printers to verify CS PDF printer is installed and functional
  • Open the Control Panel > Printers and Devices
• • Click on the Cornerstone PDF Printer and choose Print Test Page
• If the printer is missing or the test print fails, you will need to uninstall and reinstall the Cornerstone PDF Printer
  • Please Note: If the CS PDF printer is failing on a Terminal Services Server, all thin stations must be signed out to properly remove the CS PDF Printer and reinstall it. If the issue is on your Cornerstone Database Server be aware that the process will require 2 restarts in which everyone will need to exit Cornerstone.
• To uninstall the CS PDF Printer:
  • Navigate to Control Panel > Programs and FeaturesLocate and select Cornerstone PDF PrinterSelect Uninstall/ChangeSelect Yes to the pop up to confirm you want to remove it
  • Once removed it will prompt you to restart the computer. Do not skip this step.
• To reinstall the Cornerstone PDF Printer
  • On the affected workstation, delete the Cornerstone PDF folder from C:\Program Files (x86) if available
  • Navigate to C:\Cstone\PDFPrint folder on the workstation
  • Run setup.exe as an administrator
  • Follow the prompts
  • Once complete it will ask you to restart your system. Do not skip this step.
• If blank attachments or a save as window are still occurring, open the Windows > Run > search for services.msc, and locate the print spooler service. Right click this service and choose to start or restart.
• If you are still experiencing a blank email window, please verify IDEXX Application Service is running on the Cornerstone Database Server
  • Open Cornerstone Database and Services on the server desktopIn the list of services, verify it shows Running next to the IDEXX Application Server
  • If not, click windows services, navigate to the IDEXX Application Server, right click it, and choose start. Please allow 2-3 minutes for the service to fully run before testing your issue again.
• If you receive any errors during the Cornerstone PDF printer installation process or the steps do not resolve your issue, please reach out to Cornerstone Support at 1-800-695-2877 option 2, option 4.

When attempting to order an IDEXX Reference Lab request you receive an Online Ordering Not Available message.

• Verify the workstation and your Cornerstone Database Server have internet access.
• Open Cornerstone Database and Services on your Cornerstone Database Server, and:
  • For Cornerstone 9.2 and below
    • In the list of services verify it shows Running next to the IDEXX Application Server
    • If not, click windows services, navigate to the IDEXX Application Server, right click, and choose start. Please allow 2-3 minutes for this service to fully start.
  • For Cornerstone 9.3 and above
    • In the list of services verify it shows running next to the IDEXX Labs Server
    • If not, click windows services, navigate to the IDEXX Labs Server, right click, and choose start. Please allow 2-3 minutes for this service to fully start.
• If you receive an error starting the IDEXX Application Server or the IDEXX Labs Server, we suggest coordinating a server reboot as soon as possible. We suggest weekly server restarts for the best Cornerstone performance.
• If the issue occurs on one patient, verify they don’t have a special character in their name or ID (Example: @#$%^&*) and they have a first and last name.
  • If there is a special character in the Patient ID, go to Tools > Change IDs. To locate the patient ID with a special character, change the type drop down to Patient ID and double-click in the Current ID box to locate the patient. More than likely, free typing the ID with the special character will yield no results. Type in a new Patient ID, and click OK.
• If these steps do not resolve your issue, please reach out to Cornerstone Lab Support at 1-800-695-2877 option 2, Option 2.

When printing from the order list, receipt list, or Purchasing Work List, the item opens after clicking the print button, but nothing prints and there are no errors displayed.

• Verify Adobe is installed.
• Open Adobe and navigate to Edit > Preferences > Security (enhanced)
• Uncheck the checkbox to enable protected mode at startup and click yes to the message that opens.
• Close Adobe, close and reopen Cornerstone, and attempt to print a purchase order, receipt, or Purchasing Work List again.

When opening the Report Search window, the following error(s) are displayed:

• An unexpected error has occurred!
• java.net.ConnectException: Connection refused: connect
• Error communicating with the IDEXX Search Server
• An error occurred attempting to search. No results will be displayed

To resolve:

• Open Cornerstone Database and Services on your Cornerstone Database Server desktop.
• In the list of services, verify it shows Running next to the IDEXX Search Server.
• If not, click Windows services, navigate to the IDEXX Search Server, right click, and choose start.
• Verify the issue is resolved by opening the report window again.

When accessing a specific patient on the Patient Clipboard, it freezes when attempting to add/update information such as prescriptions, estimates, transferring PVLs to invoices, saving medical notes etc. or may crash when printing or displaying pet pictures. Special characters in patient/client information may cause the same issues.

• Open the Patient Clipboard, click on the patient in question, and in the upper right corner under your patient list you will see a box that will either show you a pet picture or be blank
• If blank, right click and if you have an option to update or delete it means there is a corrupted pet picture or it was deleted from your server.  Choose to delete the pet picture and test Cornerstone performance. If resolved, we suggest adding a new pet picture when available or keeping it blank.
• If there is a pet picture, verify you have a backup of the image or take a screen shot of it. Right click the image and choose to delete. You can then click the blank image area and choose to upload the new copy of the image.  If the issue repeats itself after re-uploading the picture we suggest reaching out to the client for an alternate picture.   
• Verify the patient/client does not have a special character in their name, information, or ID (Example: $%^&*). If so, remove it and test performance again.
  • If there is a special character in the Patient ID or Client ID, you can go to Tools > Change IDs. To locate the Patient ID/Client ID with a special character you will want to change the type drop down to Patient ID/Client ID and double-click in the Current ID box to locate the patient/client in your patient/client list. More than likely, free typing the ID with the special character will yield no results.
• If the issue persists, after the above steps please reach out to Cornerstone Support at 1-800-695-2877 option 2, option 4.