Solving Common Problems

Your browser is not properly configured. To solve this, follow these steps:

1 Configure your browser to check for new versions of stored pages at every visit to the page.

The procedure for doing this varies, depending on which browser you are using.

2 For sites that use a proxy server, configure your browser to use HTTP 1.1 through proxy connections.

The procedure for doing this varies, depending on which browser you are using. For more information, refer to the online help for your browser.

If you receive an invalid token error, you must configure your browser to check for new versions of stored pages at every visit to the page.

The procedure for doing this varies, depending on which browser you are using. For more information, refer to the online help for your browser.

If you get a message that says Driver for label printer cannot be found, follow these steps:

1 Using the appropriate procedure for your operating system, access the list of printers.

2 Access your user profile (as described in Customize Your User Profile), click the Label Printer tab, type the name that your operating system uses for the label printer in the Name Override box, and then click Save.

For shared network resources, be sure to use the correct UNC path. For example, if the Windows printer list identifies the printer as Dymo LabelWriter 400 on printserver1, in the Name Override box you would type \\printserver1\Dymo LabelWriter 400 rather than Dymo LabelWriter 400 on printserver1.

After you have specified a name, click Print Test Label to ensure that the label prints at the appropriate printer.

To resolve this, select the Print PDF as Image check box in your user profile. For more information, see Customize Your User Profile.

This can occur if the label printer is set as the default printer for your operating system. Refer to the documentation for your operating system and make sure your regular printer is set as the default printer.

If you need to retain the label printer as your default printer, in most cases you should be able to select your regular printer on the Print dialog box that appears whenever you print.

If your label printer is not operating properly, you might need to upgrade your label printer software. For more information, refer to your label printer documentation.

Each form is tied to a particular telephone number. If your practice is associated with multiple clients (for example, if there is one client for your east office and one for your west office), and each has its own phone number, you must complete a separate form for each.

In addition, if you signed the form as an individual (rather than for all physicians in your practice), the informed consent prompt will still appear if the order is placed by any other physician who has not signed the form as an individual, if the National Provider Identifier (NPI) in the form does not match the NPI in the order, or if there is no NPI in the order—for example, if the physician has only a Unique Physician Identification Number (UPIN) in eLabs.

For information about completing the form for a different phone number, see Providing Confirmation of Informed Consent. For information about adding an NPI to eLabs, see Managing Physicians and Non-Physician Providers.

Depending on how your user account is set up by an administrator, patient test results can be downloaded in either HL7 2.3 or 2.3.1 format. If your external system is set up to work with the HL7 2.3 format, and your user account is set up to use HL7 2.3.1, problems with importing the data into an external system might occur, since additional data are available, and some of the data appears in different locations within the HL7 file. To determine or change how your user account is set up, contact the Help Desk (as described in Contacting the Help Desk).

For some individuals or labs, the capability to print standing order renewal letters has been disabled. However, if you see the check boxes, buttons, or links to print these letters, but using them has no effect, disable your pop-up blocker and set security for your trusted sites to low. For information about doing this, refer to the online help for your browser.