Display issues
Use the following steps to troubleshoot and resolve display issues in Cornerstone.
Display issues when viewing reports, emailing, or viewing the patient history report can be caused by the Windows Default Printer or driver. Windows display scaling can also influence how Cornerstone windows behave when navigating between windows.
Symptoms of this issue:
- Report window: Your report displays in a small section of the preview window or the layout is distorted on specific workstations.
- Emails sending jumbled text: Jumbled displayed text is text that overlays and sometimes includes special characters making the email unreadable.
- Garbled Patient History Report: When viewing the patient history report the text is distorted, spaced out, and can make the report hundreds of pages longer.
- Email PDF attachment: When emailing from Cornerstone the PDF produced with have formatting issues such as black bars where text should be, placement of text off, font odd size or shape, no lines or graphics, or print is very small or large.
Examples include:
Troubleshooting steps:
- On the affected workstation, open the Control Panel and choose Devices and Printers.
- Review your printer list and verify that a Windows default printer is set. If not, set it by clicking the printer’s name and choosing to set as the default printer.
- Do not set a label printer as your Windows default printer.
- Ensure the Windows default printer has a paper size of 8.5 inch by 11 inch.
- Close and reopen Cornerstone and test performance.
- If the Windows default printer was already set, change it to the Cornerstone PDF printer, and close and reopen Cornerstone to test your issue. If the problem is resolved there is a problem with the original printer driver that may need to be updated.
- 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.
- If you are unable to update the printer driver, we suggest leaving the Windows default printer as the Cornerstone PDF printer and setting printer assignments within Cornerstone.
- If you’re still having issues after completing the above troubleshooting steps, please contact Cornerstone Support at 1-800-695-2877 option 2, option 4.
Additional display issue
When navigating Cornerstone windows, the screen flashes and resizes.
Troubleshooting steps:
Right-click on the Windows icon > Settings > System > Display and set the scale to 100%. Note: Resolution sizes can be changed to the desired monitor size and fit.
