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Unable to Display Document Bad Credentials - Perceptive

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When attempting to view a document in the Clinical Document Viewer component of myAvatar, the following error is received:

Unable to display document bad credentials.

inow_unable_to_display_document_bad_credentials_error_001.png

Symptoms

When the \inserver6\log\inserver_Primary_XXXXX.log file is reviewed, an error like the following is noted:

11:51:59.833401(5f0)         info (cat=54HT89 id=54NAGR loc=3QL9AA ref=861C5G): There are no more seats available for Integration Server Transaction Pack.11:51:59.833401(5f0)         CINOutputProtocol::WriteString: {FAIL}
11:51:59.833401(5f0)         CINOutputProtocol::WriteString: {There are no more seats available for Integration Server Transaction Pack. (3QL9AA:861C5G)}11:51:59.833401(5f0)         CINOutputProtocol::WriteString: {54HT89}
11:51:59.833401(5f0)         CINOutputProtocol::WriteString: {54NAGR}
11:51:59.833401(5f0)         CINOutputProtocol::WriteString: {3QL9AA}
11:51:59.833401(5f0)         CINOutputProtocol::WriteString: {861C5G}
11:51:59.833401(5f0)         CINSocketStream::Send(1): socket handle = 0000001552 Total bytes sent = 221
11:51:59.833401(5f0)         InsrvSend: {END_MARK}

Resolution

  • This issue normally occurs when the server does not have sufficient license number for the ImageNow component Integration Server Transaction Pack.
  • The license should be listed as unlimited.
  • The license can be verified by logging into the ImageNow Management Console on the ImageNow server.
  • It should display information like the following screenshot:

inow_unable_to_display_document_bad_credentials_error_002.png

  • If the license is insufficient, please contact the Client Alignment Executive assigned to the account, to order a correct license.
  • When the new license is received, Netsmart will assist the client in applying the corrected license.