Troubleshooting TIER and Topaz® Signature Pads

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Overview

The TIER EXE allows users to add a visual signature electronically to a form using the TIERSign control. The TIERSign control is only compatible with Topaz® signature pads.

If you plan to use Topaz® signature pads, keep in mind that the specific model of Topaz® signature pad needed varies depending on how your users are running TIER® (local on their own PC, Citrix, and terminal services, to name a few). When ordering signature pads, please be sure to check with the vendor to confirm the item purchased will be compatible with how your users are running TIER. Purchase one signature pad, get it working, and then purchase additional devices if needed.

If you experience issues that are not covered by the troubleshooting tips shown here, please contact NetsmartCares support to create a case. While Netsmart does not support initially installing Topaz® signature pads, we can assist with operating Topaz® signature pads with TIER.

Problem	Solution
When attempting to open a form or a document, the following error displays: Class not registered.	A TIERSign control exists on the form, but the computer running TIER does not have the Topaz® software installed. Install the Topaz® software that was shipped with the signature pad or that is available via the vendor’s website. If your organization is not using signature pads, remove the TIERSign control from form design.
When clicking a signature control on a TIER document, the following error displays: Unable to open COM9. Either it does not exist, or is in use by another program.	The Topaz® software has an application that sets the Com Port. Use the DemoOCX application to update an .ini file. For example, change the setting of the Com Port from 9 to 2 so it is recognized. Users may also receive a similar error if the signature pad is not connected to the user’s machine.
When attempting to open a form or a document, the following error displays: The specified module could not be found.	This error message may refer to a signature control. Even though the Topaz® software is installed, please confirm the user has the proper rights to read the .dll files installed with it.

Problem

Solution

When attempting to open a form or a document, the following error displays:

Class not registered.

A TIERSign control exists on the form, but the computer running TIER does not have the Topaz® software installed.

Install the Topaz® software that was shipped with the signature pad or that is available via the vendor’s website.

If your organization is not using signature pads, remove the TIERSign control from form design.

When clicking a signature control on a TIER document, the following error displays:

Unable to open COM9. Either it does not exist, or is in use by another program.

The Topaz® software has an application that sets the Com Port.

Use the DemoOCX application to update an .ini file. For example, change the setting of the Com Port from 9 to 2 so it is recognized.

Users may also receive a similar error if the signature pad is not connected to the user’s machine.

When attempting to open a form or a document, the following error displays:

The specified module could not be found.

This error message may refer to a signature control. Even though the Topaz® software is installed, please confirm the user has the proper rights to read the .dll files installed with it.