Troubleshooting Allscripts WebControls Issues

From Galen Healthcare Solutions - Allscripts TouchWorks EHR Wiki
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  1. Reboot workstation
  2. Uninstall the Touchworks WebControls through Start > Control Panel > Add/Remove Programs (note there are cases where this step may not be possible).
  3. Open a command prompt (Start > Run > cmd) and execute "cd C:\WINDOWS\Downloaded Program Files" or "cd C:\WINNT\Downloaded Program Files" - the later is for older operating systems.
  4. Execute the command "del *" - This command will delete all files in the folder, so if prompted respond with a Y.
  5. If there are any directories in this folder (you can check by typing "dir") then you will need to remove them one at a time by running "rmdir -s [/DIRECTORY_NAME]".
  6. Open Internet Explorer to any page other than Allscripts EHR - for example.
  7. Clear all Internet Explorer cache (history, cookies, files).
  8. Reboot the workstation.
  9. Run the installation for Touchworks WebControls provided by Allscripts or your system administrator.
  10. Verify the installation by visiting Start > Control Panel > Add/Remove Programs - browse to the bottom of the list to locate Touchworks WebControls in the list of installed programs.
  11. Reboot the workstation.
  12. Launch Internet Explorer and browse to the Touchworks application.
  13. Login and verify that you can successfully search for and load a patient's information.