Solving Common Problems
The following are common problems that you might encounter while using
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Note: If you do not find the solution to your problem here, please |
After I access eLabs, I see a blank page
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.
I am receiving an invalid token error
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.
The driver for my label printer cannot be found
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.
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Notes: • The specified printer name must be valid. For example, if you are using a DYMO LabelWriter 400, do not type • If your printer name contains an apostrophe ('), you must rename your printer. • You might have to log out and log back in for this change to take effect. |
A blank page with a red X appears
This can occur if there are conflicts with Lightning. Close all browser windows and exit Lightning.
To exit Lightning, right-click 
in your notification area and then click Exit. If this does not solve the problem, additional steps might be needed.
If the printer control has not been installed, follow these steps:
1 Click the following link. Alternatively, you can start your Web browser, type the following address, and then press Enter:
https://cas2.QuestDiagnostics.com/questprinter.exe
2 When prompted, click Save and specify a location for the file.
3 When the download is complete, double-click the file to start the installation.
4 On the Welcome page, click Next.
5 When the setup is complete, click Finish.
The VBPrinter Setup begins.
6 On the VBPrinter Setup dialog box, click OK.
7 To install the VBPrinter software in the displayed folder, click the following:
To install this software in a different folder, click Change Directory, select the desired folder, click OK, and then click the installation button.
8 When the confirmation message indicates that the installation is complete, click OK.
The printed text is garbled
To resolve this, select the Print PDF as Image check box in your user profile. For more information, see Customize Your User Profile.
My printouts are being sent to the label printer instead of my regular printer
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.
My label printer is not operating properly
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.
Patient test results are not being printed or downloaded automatically
To have patient test results automatically printed or downloaded, you must install Lightning (as described in Install Lightning).
Downloaded patient test results are not being properly imported into my external system
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).
I cannot print standing order renewal letters
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.
