Common Problems & Solutions

The Vet's Pet Support Staff can not always be instantly available to solve problems.

Many of the problems we solve are common things that are easily solved by the end user. We will be adding things to this list as time goes on. If you would like a topic added, please let us know.

Before going through complex procedures to contact us, you may be able to solve the problem on your own, or you may be able to wait until we are back in the office to return your call.

Problems and Solutions

• If you are low on Rx Labels or similar items, there is nothing we can do until we get back to the office. Leave a priority 5 message on our answering computer. You will have to hand write labels until your new order comes in.
  
  
• Many problems can be solved by removing all power from all components, waiting 5 minutes, and powering them back on.
  
  For computers, it is best to attempt a normal Windows Shutdown. If this does not work (still powered on after 3 or 4 minutes), you will have to use the power switch. Hold the power switch in for 10 to 20 seconds until the power goes off. Do not press too hard on the switch, it will not make the machine turn off any faster. Be sure to include your network hub (if you have one) in the list of things to be powered off.
  
  Also include all external devices such as printers, label printers, CD drives, and ZIP drives.
  
  If your printer is connected directly to a network cable (not connected directly to a computer), there may be a network printer interface between the printer and the cable to the hub. If this interface has its own power, it too will have to be unplugged from the wall.
  
  Some devices do not have on/off switches and some devices still use power even when the switch is off. To be totally sure, you need to unplug all devices from the wall outlet.
  
  After waiting 5 minutes with all power disconnected, power up devices in the following order:
  1. The network hub/switch (on multi-user systems only).
  2. Any network printer interfaces previously unplugged.
  3. All printers, label printers, external CD and ZIP drives.
     Make sure all devices are showing proper ready indicators before
     proceeding to step 4.
  4. Your main computer. This is the one that contains the Vet's Pet data files and is likely the one you use for making disk backups. If you have a SnapServer, then this is acting as your main computer.
  5. Do not power up any other computers until the main computer is completely up and the hour glass has gone from the screen, AND!!! YOU HAVE WAITED AN ADDITIONAL 3 MINUTES!!!
  6. Test to see if Vet's Pet runs properly on the first system you bring up. If it does, then bring up the other computers, one at a time.
  
  
• If Vet's Pet is giving strange results, you can't locate a record that you are sure is there, or if accessing an existing procedure code fails, you may need to recreate your index files. This is how it is done:
  1. Exit Vet's Pet on all computers.
  2. From the primary computer, go into Vet's Pet.
  3. Go to the System -> Maintenance -> Reindex menu item
  4. Select Clients.
  5. When you return to the reindex menu, select Pets.
  6. When you return to the reindex menu, select Visits.
  7. When you return to the reindex menu, select History.
  8. When you return to the reindex menu, select Auxiliary.
  9. Exit out of Vet's Pet
  10. Restart Vet's Pet and see if the problem is resolved.
  
  
• If you are unable to backup your data files onto a writable CD:
  1. Remove the CD from the drive. If it will not come out, try again after step 3.
  2. Do a Windows power down (not a restart).
  3. Wait 30 seconds and power the machine back on.
  4. Try the backup again with a different backup disk.
• If nothing works, wait until we return. The likelyhood of loosing any data is EXTREMELY small.

If you still need emergency assistance, leave a priority 3 message on our answering machine. In most cases, we can get back to you within a half hour, but on occasion, it may take a few hours to two days for us to get back to you, so be sure to leave phone numbers and times you can be reached.