Not able to access software

Not able to access software

Troubleshooting Guide: Unable to Access Software

If you're not able to access the software, please go through the following quick checks before contacting support:

     
1.Check Network Connectivity

- Ensure your system is connected to the local network (Wi-Fi or LAN).
- Try pinging the server IP from your system:
  Open Command Prompt → Type `ping [server IP]` → Press Enter.
- If you get "Request Timed Out", your network may be down or the server is unreachable.

2. Confirm Server Availability

- Make sure the main server/computer hosting the software is powered ON.
- Make sure that the database server, Image database server and application server are powered ON

- Do not restart or shutdown the server if the nodes/ client systems are in use.

3. Shortcut Issues

- If clicking the desktop shortcut gives an error:
- Right-click the shortcut → Click Properties → Check the Target path.
- Ensure the path exists and is accessible.
- Try opening the software directly from the installation folder.

- Enquire if other user are having this issue, if not take a copy of their folder and paste in your system.

4. Database Path Not Found

- If you receive an error like “Database not found” or “Invalid path”:

 - Ensure the drive/folder path to the database (e.g., \\server\database) is correctly mapped.
  - Ensure the database folder name or database name is not altered.

  - Ensure the drive is readable.

5. Check for Firewall or Antivirus Block

- Sometimes, antivirus or firewall settings may block the software.
  - Temporarily disable them and check.
  - Add the software folder as an exception in antivirus settings.

6. System or Software Changes

- Did anything change recently?
  - Windows updates, antivirus updates, or power outages?
  - If yes, share that with support when raising the issue.

Still Not Working?

Please share the following with us for faster assistance:
1. Screenshot of the error message (if any)
2. Your current IP address and machine name
3. Confirmation whether others in the hospital can access the software
4. Whether the server is ON and accessible
5. Steps you've already tried from the above checklist

6. File a complaint from the registered email ID or official email ID along with the screenshot.

7. Keep a short note of the issue in ticket so that we can understand you early.

Contact Support

Call us at:

0495 276 5186

0495 276 0186

0495 276 5836

0495 276 0500



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