Practiceworks

Date of most recent changes to this page:  10/31/12  

800-603-4438

click Web Update procedure Traditional Plans, MC download not available

click CD Update procedure Traditional Plans

click CD Update procedure Managed Care plans

click Linking patients to Trojan

click Install an initial load   

click PracticeWorks Errors

click View Trojan info linked to patients

click View Trojan info outside of patient

click Can't view a Trojan Plan Number

click View MCT address

click Reuse update disks

click Communication Errors

 

 

Linking patients to Trojan  Email or print it Clerk Files

Click List, from the Appointment Book Screen.

Click People, bottom of the screen will show option Add of Add Family.

Enter patient information                                           

Click on Insurance located on the right side of the chart.                                                     

Primary/Secondary Insured screen will display.  

Click on Self or whichever one applies to patient.                                         

Insurance Plan Pick List will display. (employer/plan definition)

Click Add

Click Copy from Trojan                                                      

Choose Traditional or Managed Care, whichever applies to patient.

Enter Employer name                                                            

Highlight the desired plan, click OK.                                                 

A question will appear to "Overwrite existing address and info?" Click OK.

When finished, the option to View Trojan Info will display.     

This confirms the patient is linked to the Trojan data. 

To view benefits, click View Trojan Info            

                                        


Install an initial load   

Follow the same steps for a CD update  click 

PracticeWorks Errors

Inside the Communicator setup for the download path, the network path to trojantp does not exist. Keeps reverting back to C:\TRO You can browse through My Computer and find the needed path but not through the EDL.

This could be a few things.  

 Close the Communicator, reopen it and try again. (112657, 7/18)

Set the download path to the network path instead of the mapped drive path. EX: \\server-2008\pworks\data\trojantp. Note: you'll need to set the conversion path the same. (902072, 7/11/12)

If it is because of an expired certificate, reinstalling the beta version of the EDL will fix the problem.

If it is permissions, changing the users account permissions, then restarting the computer, should let you then browse for the correct path. (211830, 5/1)
Betrieve Errors

This type of error can happen at anytime in the Practice Works program, not just during an update. 
Client must call Practice Works support
They usually have them do a "Recover and Load" that usually takes a very long time to complete.  NEVER TRY TO ASSIST WITH THIS.
During update, computer just sits there.  Never gives option for "next disk" The Practice Works program does not give the usual disk errors, i.e. cannot read from drive A, it just sits there.   If this situation happens during copying of the update disks, replace entire update for the client.
Incomplete plan definition.  You must select an insurance company for this plan This is an error out of Practice Works Check in the Trojan Viewer, outside any patient file, for the plan.  Have client verify the information looks correct. Refer to Practice Works support. 
Incorrect Disk This is a read error.  The program is looking for the Disk ID and cannot not find it.  Either the disk has a bad spot or the A drive on the computer is going bad. Have client try update on different computer.  If it works, we know it was the A drive. If it doesn't, replace the update set.

 

other options

Try reading the diskette at DOS prompt.

If the client has only one computer, send tested set of updates.  If tested set does not work, it is the A drive. 
   
Disk has already been used Did some one else in the office run update?  Can check for that month's plans. Run Directory of diskette from the DOS prompt.  If PW.PW is there, the diskettes have already been copied.  Fix disks to reuse.

PW.PW file not found.  Have client go through the steps with you and make sure they are do the update properly and are selecting the A drive for "Where Trojan Disk is."
Frozen During Update

Tips for updating

 Is this during copying? You can safely CTRL + ALT + DEL and try a new set of updates or try on another computer
Is this during processing? Once it starts processing, the vendor program is working.  We do not know how to safely exit this process and not damage data.  Refer to their vendor support.
Lost Office Default   Call Practice Works Support
Can't view all the notes This is a current Dealer Issue Trojan is working on with Practice Works programming.  We can fax a copy of the plan through Chariot or a print out from our Windows program.
No "Copy from Trojan" button In the Employer/Plan definition screen, no Copy from Trojan" option. Can access Trojan through the Traditional Viewer Refer to Practice Works.  Trojan may be installed locally rather than through the network.
All the benefits show 0% This plan is a "conversion not available plan" - Practice Works program interprets this as 0% and clients may interpret as incorrect information. Transfer to Service so this plan can be researched for client.
Under the Deductible applies there is no check mark.

 

 In Chariot the field with the deductible information has SN (see notes) in it. The pworks program can't interpret this so it defaults to zero and doesn't apply deductble to anything.  
Trojan Data Code 3 In the PRACTICE WORKS TROJAN INSTALLATION/UPLOAD window, the drive letters at the beginning of the Traditional Plans Directory and Managed Care Plans Directory must be the same.   Refer to Practice Works Support.
Trying to install an initial load in Practice Works, we could not get the Notes to process. Called to Practice Works support and talked to Barbara.  

Practice Works has documented that versions

6.0.9 to 6.0.11 Trojan notes were NOT converting.

Next version available to correct this was v 6.0.16

 

 Clients need to upgrade Practice Works in order to see notes
Error:  UNABLE TO CREATE TRADITIONAL PLANS DIRECTORY Note the first letter on both lines for both the Traditional Plans Directory and Managed Care Plans Directory in the PRACTICE WORKS TROJAN INSTALLATION/UPLOAD window. 

Close

  1. Start, Programs, Practice Works, Utilities, Dictionary Location (some pworks versions it is Data Location)

  2. This will show the network letter,  “Data is located at”.  This letter must match the first letter on both lines in Trojan Data Installation option for Traditional and Managed Care regardless if they use Managed Care or not. Refer to vendor support.
COULD NOT CREATE TRADITIONAL DIRECTORY A:\  This is not the same as the Cannot Create Traditional Plans Directory. Refer to Practice Works. 
Payor ID is missing Practice Works has their own eclaims department and do not use our payor ids. Refer to Practice Works for Payor ID's.  Vendors
The necessary trojan notes file is already in use by another user
record locked		 During update conversion Restart the computer and restart the update. If error continues, call Practice Works support. 
The notes field had double the information. Some of it is wrong The old notes are not being deleted during the update, but the new notes are added. The last list of notes is the correct information. This is something about which Pworks is aware. We have no word about them fixing this issue.  
Comes up when they click on Run Conversion during update.  With everyone out of Practice Works entirely, go to the server.

Start/Programs/Pervasive (may be Pervasive SQL)/Other Utilities/Monitor/MicroKernal (colonel?)/Active Users

At the bottom, choose "Delete all Users"

If this doesn't work, call Practice Works and give case #2702659

 

View Trojan info linked to patients

  1. Click List, from the Appointment Book Screen.

  2. Click on People.

  3. Highlight desired patient and click Edit. 

  4. Click on Insurance. 

  5. Click on View under Primary Dental Insurance.

  6. Click on View Plan in Insurance Info.

  7. Click on View Trojan Info in Employer/Plan Definition.

  8. Click on options at the bottom of screen: View Detailed Info, View Notes, or View Fee Schedule (if available).


View Trojan info outside of patient

  1. Start

  2. Programs

  3. PracticeWorks

  4. Trojan Traditional Plan Viewer

View MCT address

  1. While searching for plan, the employer and carrier are displayed.  

  2. Click on VIEW DETAILED INFO and the Mail Claims To address will be at the top.

Reuse update disks

  1. Insert diskette into drive

  2. Double click My Computer

  3. Double click A drive

  4. Delete PW.PW

Tips for Updating

Whether you are updating by a CD or from a download, this should help. Before running the conversion, open the task manager. Have the Data Conversion window and the Task Manager window side by side. 

When it shows Not Responding once, you'll notice the numbers are still going in the conversion window.

When it shows Not Responding on two rows, then it is truly stuck. End task the Conversion, wait for the error report window, then start the conversion again.