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CAREWare 5.0 Frequently Asked Questions

  • What is the default username and password?
  • Where can I download the .NET Framework 1.1?
  • How do I upgrade the business tier?
  • Can anyone who has access to the CAREWare database view a client's personal identifying information?
  • Can CAREWare 4.1 Merge Databases?
  • Is CAREWare 4.1 free?
  • Where can I download CAREWare 4.1?
  • Is technical support available for CAREWare 4.1?
  • Do you provide training for CAREWare 4.1?
  • What is required to run CAREWare 4.1?
  • When I log into 4.1, I can view the client data but I can't change it. All fields appear to be disabled (gray). What am I doing wrong?
  • When I try to log in I get an error message saying "The underlying connection was closed"
  • How do I install CAREWare?
  • How do I start the business tier?
  • When I change the allow search results value in the business tier settings file nothing happens, how do I make the changes take affect?
  • When I log into CAREWare I get an error message that says "SQL Server does not exist or Access Denied", what did I do wrong?
  • Will CAREWare run on a Windows 98 system?
  • The client sync cannot maintain a secure channel
  • What is the SA password and what does it do?
  • How do I tell which version of CAREWare or .NET framework I have?
  • How do I install the International version of CAREWare?
  • How do I turn channel encryption off?
  • How do I setup the HIVQUAL module?
  • Receiving error: Login failed for user 'cwbt'
  • Can I install the business tier twice on the same computer to separate providers?
  • What is Store & Forward and how do I use it?
  • Where are the new medications located?
  • How do I change the maximum days to keep the same password?
  • How do I change where backups are stored?
  • How can I perform maintenance on my CAREWare database?
  • Receiving error “The application failed to initialize properly (0xc0000135)” when attempting to install RW CAREWare.
  • Where can I download the Form Designer manual?
  • Is CAREWare compatible with Windows Vista?
  • How do I change the database instance where CAREWare is located?
  • Is SQL Server 2005 compatible with CAREWare?
  • How do I archive my change logs?
  • Where can I download the HL7 Import documents for CAREWare?
  • Quality Check: Failed to load MSXml2.dll
  • How do I convert v3.6 data to v4.1 data?
  • What does "The remote name could not be resolved" mean?
  • How do I resolve the error 'Missing ChangeLog database -0000'?
  • How do I move my CAREWare instance to a new hard drive/PC/Server?
  • How do I install Service Pack 4 for SQL Server 2000?
  • What is the difference between "Internal Outgoing Referrals" & "External Referrals?"
  • How do I add active external providers?
  • Does CAREWare import data from the major lab companies (LabCorp, Quest Diagnostics, etc.)?
  • How do I decrypt the cw_client table?
  • How do I resolve the error 'The specified service already exists' during an installation?
  • How do I turn off the User Access Control (UAC) in Windows Vista OS?
  • Is there a data dictionary available for CAREWare?
  • How is the PDI [export] file generated? What part of CAREWare do you need to go to get to it?
  • Why do I get a permission error during the PDI import that says I have no read permission on a table in the Access file.
  • Why is there a primary key that is not used in the PDI Access template? Why is it needed if it isn't used to link anything?
  • How I do complete an in-place upgrade to SQL Server 2005?
  • Where can I download the lab import and Quest Diagnostic manuals?
  • How do I access the RSR
  • How do I resolve Error Code 2869 during a Windows Vista installation?
  • Where can I download the .NET Framework 2.0?
  • What is needed to install CAREWare Version 5?
  • The client tier uninstallation hangs during downgrade from version 5 to version 4.1
  • Receiving Operating System Error 5 during a backup of CAREWare
  • Can I open the CAREWare 4.0 database in MS Access?
  • Is CAREWare compatible with SQL Sever 2008?
  • How do I reset/unlock a user?
  • Where are the CAREWare backups stored?
  • What does "The business tier is in the process of initializing" mean?
  • How do I set the timeout limit?
  • What are the new service categories in CAREWare and how can I use them?

  • What is the default username and password?

    Login – cwtemp Password – TEMPCW100
    This is also the Version 4.1 System Administrator user name and password needed for the conversion utility.

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    Where can I download the .NET Framework 1.1?

    Version 1.1.4322.2032 or better is needed and it can be downloaded from Microsoft .NET Framework Version 1.1 Redistributable Package. Once you have installed the Redistributable Package you will need to download and install Service Pack 1.

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    How do I upgrade the business tier?

    1. Go to Start>Control Panel>Add/Remove Programs.
    2. Locate the RW CAREWare Business Tier, select it, click Remove, and then Yes.
    3. Download the current CAREWare Business Tier from the HRSA website.
    4. Locate the install file on your computer and double click on it. If you are prompted by a pop up window asking 'The publisher could not be verified. Are you sure you want to run this software?' click “Run”.
    5. Click “Next”, check “Everyone” for the program to be accessed by everyone who uses this computer or “Just Me” for the program to be accessed by only the current user logged into the computer. Click “Next”.
    6. Click “Next” again, read the End User License Agreement and select “I Agree” if you do. Click “Next” again.
    7. When prompted to start the business tier click “Yes”, click “Ok” when the service was started successfully.
    8. Click “Close” when installation is completed.
    9. Login to CAREWare. You will be prompted to update the current tiers. Select “Yes” and allow the update to complete.
    10. Log back into CAREWare. You have now successfully updated CAREWare.


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    Can anyone who has access to the CAREWare database view a client's personal identifying information?

    No, CAREWare encrypts key personal identifying information before sending it to the database. If you do not want to encrypt these fields a CAREWare administrator can turn this feature off.

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    Can CAREWare 4.1 Merge Databases?

    Yes with the use of Store and Forward. This will only merge two provider domains into the CW_Data database. This will not merge the two domains together into one domain.

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    Is CAREWare 4.1 free?

    Yes, CAREWare 4.1 is totally free under our End User License Agreement (EULA). Not only is the software free, but we also provide free technical support and software upgrades for 4.1.

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    Where can I download CAREWare 4.1?

    CAREWare 4.1 can be download from HRSA

    Please be sure to check out other useful CAREWare 4.1 resources that are also available on the web site.

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    Is technical support available for CAREWare 4.1?

    Yes, free technical support is provided for 4.1. The CAREWare help desk is open on Monday through Friday from 12 PM to 5 PM Eastern Standard Time (EST). You can reach the help desk during these hours at 877-294-3571. If you can't reach us by phone, you can email the help desk at cwhelp@jprog.com

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    Do you provide training for CAREWare 4.1?

    We do not currently provide on site training for CAREWare, but we do have online training sessions available for download. These sessions can be downloaded from HRSA. Contact John Milberg for further information.

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    What is required to run CAREWare 4.1?

    To run CAREWare 4.1 you must have Microsoft's .Net Framework v1.1 installed on your computer. Hardware requirements for 4.1 are not very stringent, so if your computer is fairly new, you should not have a problem.
    You may to install the following applications in order for CAREWare to work properly:
    MDAC 2.8
    XML Parser 6.0
    Windows Installer 3.1

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    When I log into 4.1, I can view the client data but I can't change it. All fields appear to be disabled (gray). What am I doing wrong?

    You are either logging into the central administrator domain or logging into the provider domain, but your user account does not have the necessary permissions to update (edit) a client record. (Central administrators can only view data; they can't edit data.) You can check the user permissions by going to the Provider/User manager permissions section. Also check the user manual for further information on creating users and assigning rights to different parts of the application.

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    When I try to log in I get an error message saying "The underlying connection was closed"

    Usually this is caused because the business tier service is not running.

    1. Open the CW Admin utility in the business tier directory (Default location: C:\Program Files\CAREWare\RW CAREWare Business Tier)
    2. Go to the “Services” tab
    3. Check that all services are running (RWCAREWareBusinessTier and MSSQL$CAREWare)

      • If a service is not running then highlight the service and press “Start Service”.

    You could also be trying to connect to the wrong PC/Server or your network is down.

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    How do I install CAREWare?

    The simplest way to install CAREWare is to download the CAREWare installer and user manual from the HRSA web site.

    You will also need to download and install the last .NET framework from Microsoft before installing CAREWare.

    To actually install CAREWare double click on the CAREWare Setup file. You will be prompted to unzip the files to C:\CW_Setup. Change the directory if you wish. "Run after extraction: rwcarewareinstaller.exe" is the default next action. Click “Finish”. When prompted to run the CAREWare installer, click “Yes”.

    When asked to choose which type of install you would like, chose Express Install to install all components of CAREWare. You will then be prompted to install each tier of CAREWare (Business, Client, Database, and Conversion Utility). After all tiers are installed and the database created, you will be able to run CAREWare from the Start menu.

    This has been only a brief over view of the CAREWare installation process. More detail can be found in the User Manual and the System Administrators Guide to CAREWare. Both are available for download from the HRSA web site above. If you have specific questions regarding the installation of CAREWare you can email the Help Desk here at cwhelp@jprog.com or call 1-877-294-3571 between 1pm and 5pm Eastern Standard Time (EST), Monday though Friday for live support.

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    How do I start the business tier?

    1. Go to the CAREWare Business Tier directory (Default location: C:\Program Files\CAREWare\RW CAREWare Business Tier)
    2. Open CW Admin.exe.
    3. Go to the “Services” tab and find the RW CAREWare Business Tier service.
    4. Highlight the service and click “Start Service”.


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    When I change the allow search results value in the business tier settings file nothing happens, how do I make the changes take affect?

    The allow search results value in the Business Tier Settings file is the maximum number of results that the business tier will return for a given search. In order to change the number of patients in the list, you must also change the max results value.

    Go to the business tier directory and open the CW Admin utility. Press “Stop Server”, then change the Table Name to LocalNumberStorage and look for the tag MaxSearchResults. Click on the tag and then press “Edit” to edit the number of search results to return. After changing the number of results to return click “Save” and then “Start Server” for the changes to take affect.

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    When I log into CAREWare I get an error message that says "SQL Server does not exist or Access Denied", what did I do wrong?

    This error message has two resolutions. In order to resolve this error you will need to go to the business tier directory and open the CW Admin utility.

    The business tier directory is located by default at C:\Program Files\CAREWare\RW CAREWare Business Tier
      • Click on the “Services” tab and verify that the SQL Server instance is started and running.
      • If it is not, then highlight the instance (default name is MSSQL$CAREWare) and then click “Start Service”.
    OR
      • Click on the “Server Settings” tab in the CW Admin utility
      • Press “Stop Server”.
      • Click on DatabaseConnectionString
      • Click on the "Edit" button. This will allow you to view the entire string.
      • You will need to verify that the hostname and SQL Server instance name are correct in the DatabaseConnectionString. The hostname\instancename will appear as "server=hostname\instanceName; initial catelog=CW_Data;"
    To find the computer hostname:
    1. Go to Start>Run
    2. Type CMD then press enter. This will bring up the command line.
    3. From the command line type HOSTNAME and then press enter. The name displayed is the hostname for the computer you are currently using.

    To find the SQL Server instance name:
    1. Open the CW Admin.exe
    2. Go to the Services tab and view the MSSQL$XXXXX (where X is the name) service.
    By default this should display as MSSQL$CAREWare.

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    Will CAREWare run on a Windows 98 system?

    We have experienced countless problems when running CAREWare on a Windows 98 system. Because of this, we will not be able to provide technical support for CAREWare users who use the Windows 98 operating system.

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    The client sync cannot maintain a secure channel

    In the server.config there is a connectionAgeLimit which is set to 120 by default. Increase this number to 600 to resolve the error. This exception is a result of a slow server, or a request that takes longer than the allowed timeout.

    Note: You must restart the business tier after making changes to the server.config.

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    What is the SA password and what does it do?

    The SA password is created during the installation of CAREWare. It is a user defined password for the SQL Server database. Once a password is provided it cannot be changed unless the current password is known.

    The System Administrator password is used for SQL Server database and you set it during a fresh install of the database. Once it is provided it cannot be changed unless you know the password. The installation is asking you to provide a new password. Write this password down and keep it in a safe place. You will not need the password to log in to CAREWare, only to manage the database.

    If you lose the SA password the CAREWare Help Desk strongly suggests that you exhaust all attempts to recover the password before attempting to detach and reattach the database as outlined in the System Administrator User manual. If all attempts to retrieve the password are exhausted, refer to the System Administrator User Manual pages 22-23.

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    How do I tell which version of CAREWare or .NET framework I have?

    At the main login screen of CAREWare you can find the version number of CAREWare displayed prominently under the program title. The build number can be found directly underneath the version number. The .NET framework number can be found at the main login screen also. It is located at the bottom left corner of the login window. If you are logged into CAREWare from the main menu go to Administrative Options and then System Information. This will provide with the business and client tier version numbers as well as the Microsoft SQL Server Desktop Engine version number.

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    How do I install the International version of CAREWare?

    Download the full installer for the international version of CAREWare from the jProg website. Run the installer and select where you would like the installer to create the installation folder. By default, the installation folder is placed in C:\CW_Setup. Here is a look at the installer.

    When the extraction is complete, the installer will ask you if you wish to run RWCAREWareInstaller.exe. Click ‘Yes,’ and you will be presented with the option to choose either ‘Domestic’ or ‘International’. Choose ‘International’ and click ‘Continue’. Here is link to view the installation type. Now you will be prompted to either run an Express or Custom Install. Select the Express Install if you have never installed CAREWare before. Select the Custom Install if you need to install a specific tier such as the client tier. Here is a look at the install selection screen.

    With Express Install selected, click ‘Next’ and you will see the installation menu. The three tiers of CAREWare are labeled clearly, as is the data conversion application. Here is what the menu looks like. The first installation is for the business tier. Click ‘Install,’ and a new window will appear asking where to install the tier and if the program is to be used by ‘Just me’ or ‘Everyone’ on this computer. Click next until you reach the EULA. The End User License Agreement (EULA) provides the necessary information concerning the use of CAREWare. If you agree with the EULA, select ‘I accept’ and click ‘Next.’ The installer will now install the business tier. You will be prompted if you wish to start the business tier service. Select ‘Yes,’ and then the installer will finish, bringing you back to the Installation Menu.

    The next tier to be installed is the data tier. Select ‘Install’ from the Installation Menu and in the new window you will be prompted to select to use either an old database instance or to create a new one. Here you can see the data tier setup. Select the appropriate choice for your installation and click ‘Next.’ If you selected to create a new instance then provide a SA password and instance name for the new instance. The installer will then create the new database and start the service. Once the service is started, you will see a new window that reads ‘The data tier has been successfully installed.’ The radio button for creating a BusinessTierSettings.xml file will be checked. IMPORTANT: For the international version, the check box labeled ‘International Version’ must also be checked before selecting ‘Finish.’ Here you will see where the radio button is located.

    Next, select ‘Install’ for the client tier from the Installation Menu. Select the same fields as you had for the business tier installation and allow the installation to complete. The final application to be installed is the data conversion utility. If you do not have any data from CAREWare 3.6 to convert then you do not need to install this application and can Exit Setup now.

    When installation of all tiers is complete, CAREWare will be ready to be run. Go to the Start menu and select ‘RW CAREWare 4.0 Client’ from the menu and then select ‘Run CAREWare 4.0.’ You will be able to login to CAREWare using the default user name and password: “cwtemp” and “TEMPCW100” (without the quotation marks).

    Once you have installed the international version of CAREWare, you should have a look at the CAREWare documentation. The CAREWare User Manual is a good place to start, even though it refers to the U.S. version, because the International and U.S. versions are very similar. The International Setup Document addresses international issues not addressed by the User Manual. Network administrators with technical questions about the software should refer to the Administrator’s Guide.

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    How do I turn channel encryption off?

    Open the CAREWare Administrators utility (CW Admin.exe) which is located in C:/Program Files/CAREWare/RW CAREWare Business Tier. Look in localNumberStorage for "doNotEncryptChannel". If you do not see this tag, you can add it. Setting this value to 0 will turn encryption on and setting it to 1 will turn encryption off. After changing the value on the business tier, you must also set the value on the client tier. This is done by opening the ClientTierSettings file which is C:/Program Files/CAREWare/RW CAREWare Client Tier. Find “doNotEncryptChannel” in localNumberStorage and set the value accordingly.

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    How do I setup the HIVQUAL module?

    Please refer the manual How to use the HIVQUAL module in CAREWare and Calculated Fields for Custom Reports. This manual will provide detailed instructions for setting up HIVQUAL.

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    Receiving error: Login failed for user 'cwbt'

    1. Go to the business tier directory (default location: C:\Program Files\CAREWare\RW CAREWare Business Tier)
    2. Open the CW Admin.exe utility
    3. Click on the Database Info tab
    4. Provide the database SA password
    5. Click the "Resolve" button in the lower rigth corner

    If the "Resolve" button did not resolve the problem you can do the following:
    1. Click on the Server Settings tab
    2. Press "Stop Server"
    3. Highlight the DatabaseConnectionString and press "Edit"
    4. In the Setting field scroll to the right and locate "user=cwbt;password=cwbt100". If you changed the password for the user 'cwbt' during the installation of the database, then you will need to change it here.
    5. After correcting the password press 'Save'
    6. Click Start Server

    OR

    Use a SQL Manager such as Enterprise Manager, Craig's SQL Manager, or SQL Studio Manager Express to complete the following:
    1. Expand the CAREWare database
    2. Expand the CW_Data database
    3. Run the following query on the CW_Client table:

      Exec sp_changedbowner 'cwbt'

    4. Restart the business tier service

    The above procedures will set the CW_Data database owner to the user 'cwbt'. This is necessary for the business tier to communicate with the database. You may also need to run the query on each CW_Change_Log available in the CAREWare database.

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    Can I install the business tier twice on the same computer to separate providers?

    No, you cannot install the business tier twice on the same computer. CAREWare allows providers to share as little or as much client information as the provider would like. The user permissions can also restrict users to individual providers or their access to client data.

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    What is Store & Forward and how do I use it?

    Store & Forward (S&F) allows a provider to export some or their entire database to a central domain on a regular basis. The S&F provider will not have access to other provider's data on the central domain. This feature allows the grantee level server to contain all client level data from all providers whether or not the provider is connected to the network in real time.
    S&F allows multiple providers to import data to a central domain. If the imported data contains the same client from different providers, then S&F will check if any client is missing or different. If the client data is different from provider A and provider B, then the last imported client value will be used. The central administrator can choose to bypass the last value and keep the non-missing values found in provider A. For detailed instructions on how to setup S&F, please refer to our Store & Forward Instructions document. This document outlines the basic procedure for creating the S&F adaptors, exporting, and importing the data.

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    Where are the new medications located?

    The latest medication import can be found in the client tier directory if you have the most recent build installed. You can also download the medications import file from the HRSA website.
    1. Log in to the provider domain
    2. Go to Administrative Options>Clinical Encounter Setup>Medications Setup
    3. Click on Advanced Options
    4. Click on the ellipses in the upper right corner
    5. Browse to the client tier directory (Default location: C:\Program Files\CAREWare\RW CAREWare Client Tier)
    6. Locate the medications import file called MedicationsImportX.XX.XML. (X.XX is the build number) Highlight the medications import file and click Open.
    7. Search for the medications you would like to import using the search field. Once it appears, highlight it and click Add.
    8. Repeat step 7 until all of the medications are added.
    9. Click Close
    10. Verify that the newly added medications are checked Activated.


    You will now be able to chose these new medications for a client on the Medications tab.

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    How do I change the maximum days to keep the same password?

    The maximum number of days to keep the same password is set in CW Admin. This utility can be found in the business tier directory (Default location: C:\Program Files\CAREWare\RW CAREWare Business Tier). Open the utility and press “Stop Server”. Change the table name to LocalNumberStorage. Highlight “MaximumDaysToKeepSamePassword” and select “Edit”. This will allow you to edit this field in the settings box. Change the number of days to keep the same password to your liking.

    Important:Remember this is a security feature. Passwords should be renewed on a regular basis.

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    How do I change where backups are stored?

    To change the location of the backup directory do the following:
    1. Open CW Admin in the RW CAREWare Business Tier (Default location: C:\Program Files\CAREWare\Rw CAREWare Business Tier).
    2. Press "Stop Server" and locate the SQLServerBackupDirectory tag.
    3. Highlight the tab and press "Edit". Edit the Setting path to the new location.
    4. Press "Save" and then press "Start Server".

    You can also edit the SQLServerRestoreFromDirectory to reflect the change in the backup directory path. If you do not change the restore from path then CAREWare will only try to restore the backups located in the default path.

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    How can I perform maintenance on my CAREWare database?

    The SQL Server database occasionally needs maintenance particularly if you have a large amount of data. In a future build, we will have some maintenance features built into CAREWare, but for now here is a way to manually do this maintenance.

    NOTE: As always, before beginning you should make a backup of the database. Never do any significant operations without first making a good backup.

    NOTE - This may take a long time (like hours) and you will not be able to use the database during that time!

    1) Stop the CAREWare business tier, to ensure that no one will try to access the database during this time.
    2)Open Enterprise Manager or Craig's SQL Manager paste this into a query window:

    USE cw_data
    DECLARE @TableName varchar(255)
    DECLARE TableCursor CURSOR FOR SELECT table_name FROM information_schema.tables WHERE table_type = 'BASE TABLE'
    OPEN TableCursor FETCH NEXT FROM TableCursor INTO @TableName WHILE @@FETCH_STATUS = 0 BEGIN DBCC DBREINDEX(@TableName,'',90) FETCH NEXT FROM TableCursor INTO @TableName END
    CLOSE TableCursor DEALLOCATE TableCursor

    3) Run this query and it will rebuild all the indexes for the tables in the database.
    Once this is done, you should see a dramatic speed increase, particularly in reports that compile large amounts of data (ie. running the CADR).

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    Receiving error “The application failed to initialize properly (0xc0000135)” when attempting to install RW CAREWare.

    This error is caused by not meeting the necessary requirements for the installation of RW CAREWare. You need to install .NET 1.1 before attempting to install RW CAREWare. .NET 1.1 can downloaded from the Microsoft website as well as Service Pack 1.

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    Where can I download the Form Designer manual?

    You can download the Form Designer manual from the following link:
    How to use the CAREWare Form Designer
    Right click and select "Save target as" then select a place to save the document and press "Save" The Form Designer manual provides all the necessary information for activating, creating, and using the Form Designer in CAREWare.

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    Is CAREWare compatible with Windows Vista?

    Yes, CAREWare is compatible with Windows Vista and SQL Server 2005. SQL Server 2000 is not supported by Vista. You can access a SQL Server 2000 database installed on another system from a Vista system.

    You will be able to upgrade from SQL Server 2000 to SQL Server 2005 using the Microsoft provided upgrade advisor. For a more information concerning how to upgrade to SQL Server 2005 please review the following white paper: Upgrading MSDE 2000 to SQL Server 2005 Express. You can also review our FAQ answer to this question here.

    Click here to find out how to turn off the User Account Control (UAC) in Windows Vista in order to install CAREWare.

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    How do I change the database instance where CAREWare is located?

    The swapping of databases should only be done by those familiar with SQL commands and aware of all possible issues which may occur. You will need a SQL manager such as Enterprise Manager or Craig’s SQL Manager.
    1. Go to the CW_Setup directory located at C:\CW_Setup.
    2. Run RWCAREWareInstaller.exe.
    3. Select “Custom Install” and press “Next”.
    4. Select the second check box and press “Next”.
    5. Provide a SA password and instance name for the new instance (CAREWare2).
    6. The installer will then create the new database and start the service. Once the service is started, you will see a new window that reads ‘The data tier has been successfully installed.’
    7. The radio button for creating a BusinessTierSettings.xml file will be checked; UNCHECK this button and press "Finish".
    8. Go to the business tier directory located at C:\Program Files\CAREWare\RW CAREWare Business Tier and open the CW Admin.exe.
    9. Click "Stop Server".
    10. Go to the "Services" tab and stop both SQL Server services by highlighting each and pressing "Stop Service".
    11. Go to the old database instance directory (default location: C:\Program Files\Microsoft SQL Server\MSSQL$CAREWARE\Data).
    12. Highlight CW_Data.MDF and CW_Data_log.LDF and then press control (CTRL) + C. This will copy both files.
    13. Go to the new database instance directory located at C:\Program Files\Microsoft SQL Server\MSSQL$CAREWARE2\Data.
    14. Press Control (CTRL) + P. This will paste both files in to this directory. If prompted to overwrite files, click "Yes".
    15. Go back to the CW Admin.exe and start MSSQL$CAREWare2 on the "Services" tab.
    16. Go to the "Server Settings" tab and highlight the tag DatabaseConnectionString and press "Edit".
    17. Change CAREWare2 to CAREWare3 and then press "Save".
    18. Press "Start Server".
    19. Open Craig's SQL Manager and register the new database (Right click on SQL Server Instances and select "Register new instance". Then click "Find BusinessTierSettings.XML" button and browse to the RW CAREWare Business Tier directory where the XML File is located. Select the file and press "Open". Once the path to the business tier is provided click "Connect".)
    20. Expand CAREWare2, then expand CW_Data, then expand Tables.
    21. Select the table CW_Client and right click on it. Then select "Run a query".
    22. Delete any text which may appear in the new query window.
    23. Paste this query into the query box: exec sp_changedbowner 'cwbt'
    24. Click "Run Query".
    25. Go back to the CW Admin.exe and click "Stop Server".
    26. Once the service is stopped click "Start Server".
    27. Open CAREWare and attempt to login.


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    Is SQL Server 2005 compatible with CAREWare?

    CAREWare is compatible with SQL Server 2005. However, CAREWare currently installs MSDE, which is based on SQL Server 2005. In the near future CAREWare will begin shipping with SQL Server 2005 Express.

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    How do I archive my change logs?

    You will need a SQL Manager such as Enterprise Manager or Craig's SQL Manager to complete the following process. The change logs contain all changes made to the CAREWare database by users within the Client Tier. These logs are used as part of the audit feature of CAREWare. It is important to keep these logs, but if they are taking up to much space on the hard drive then you can detach and archive the oldest logs.
    NOTE: We recommend that you do not remove or detach the highest numbered change log attached to the database instance.

    To detach a change log using Enterprise Manager:
    1. Open Enterprise Manager and expand the "Microsoft SQL Servers" list
    2. Choose the CAREWare database instance and expand it
    3. Expand 'Databases' under your CAREWare database instance
    4. Right click on the first CW_Change_Log_00XX you want to remove
    5. Select "All Tasks", then "Detach Database"
    6. Click "OK"
    This procedure will detach the database. You can then go to the Microsoft SQL Server directory and move the detached change log to your archival destination.

    To detach a change log using Craig's SQL Manager:
    1. Open Craig's SQL Manager and register your database instance for CAREWare
    2. Expand the database instance by clicking on the + sign
    3. Right click on the CW_Change_Log_000X, where X is the last digit, and select "Detach Database"
    4. Click "Yes" when prompted to detach the database.
    This procedure will detach the database. You can then go to the Microsoft SQL Server directory and move the detached change log to your archival destination.

    If you encounter the error "Cannot detach database "cw_change_log_000X because it is currently in use", then run the following query:

    USE master;
    ALTER DATABASE cw_change_log_000X
    SET SINGLE_USER;

    Then run the following query in order to detach the database: sp_detach_db 'cw_change_log_000X'

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    Where can I download the HL7 Import documents for CAREWare?

    You can download the zip file containing the HL7 Import documents from here.The zip file contains two documents; CW Lab Delimited File and CWLab HL7 File Format. Each describes the necessary file format and fields required for the import to complete successfully.

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    Quality Check: Failed to load MSXml2.dll

    This is a Microsoft bug. There is a fix available at Microsoft Support.

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    How do I convert v3.6 data to v4.1 data?

    You will need to install build 2.46 to convert v3.6 data to v4.1 data. You can download the complete installation package from the jProg website website.

    You will have to install build 2.46 completely before attempting to convert your data. Before running the conversion you need to know the following:
    1. The location of your existing CAREWare v3.6 data files.
    2. The 'System.mdw' location.
    3. The location of your v4.1 data file.
    4. A CAREWare v3.6 user account with full Admin rights.
    5. A CAREWare v4.1 user account with Add and Edit permissions.

    If you are using version 3.5 you will need to upgrade that existing version to 3.6. You can do so by downloading the upgrade patch.

    The CAREWare User Manual provides detailed instructions and illustrations for the setup of the conversion wizard. Refer to pages 29 to 34 of the User Manual for more information.

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    What does "The remote name could not be resolved" mean?

    The error message "The remote name could not be resolved" means that your network connection has failed. In order to resolve this error, click on "Retry" in order to log back into CAREWare. This may take several tries over a period of time if your network connection has failed for some series reason.

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    How do I resolve the error 'Missing ChangeLog database -0000'?

    1. Login to Central Administration domain (You will need an administrative account)
    2. From the main menu go to Administrative Options>Change Log Operations
    3. Click the "Rebuild Change Logs" button
    4. Click "Rebuild Change Log"
    5. Click "OK" when the rebuilding has completed


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    How do I move my CAREWare instance to a new hard drive/PC/Server?

    To move the databases using a recent backup:
    1. Login to the Central Administration domain (You will need an administrative account)
    2. Go to Administrative Options>Backup>View Data Backup Options
    3. Click on "Create Backup Now" then "OK" after reviewing where the backup will be created
    4. Go back to the main menu of CAREWare and click on "Refresh Messages"
    5. A new Administrative Alarm will appear, click on the link and verify that the backup was completed successfully
    6. Browse to the location of the backup (Default location: C:\Program Files\Microsoft SQL Server\MSSQL$CAREWARE\Data) and copy the cw_bu_X_XX_XX.cwb, where X is the Month/Date/Year of the backup, to the new hard drive/PC/Server.
    7. Install the new CAREWare database instance and if necessary the business and client tiers on the new hard drive/PC/Server.
    8. Go to the business tier directory (Default location: C:\Program Files\CAREWare\RW CAREWare Business Tier) and open the CW Admin.exe
    9. Press "Stop Server"
    10. Highlight the DatabaseConnectionString and press "Edit"
    11. In the Setting field above, enter the new database instance name where "Data Source='hostname'\'instance name';" or "Server='hostname'\'instance name';"
    12. Click "Save"
    13. Highlight the SQLServerRestoreFromDirectory and click "Edit".
    14. Provide the path of the backup that moved to the new server.
    15. Click "Save" and then click "Start Server".
    16. Login to the Central Administration domain using the new database instance
    17. Go to Administrative Options>Backup>View Data Restore Options
    18. Provide the correct SA password
    19. Using the pull down menu, select the most recent backup. This should be the backup you just created. Backups are listed by date
    20. Click "Restore Database"
    21. Click "Yes"
    22. Click "Restore No Backup" if this is a new database instance with no data residing in the database
    23. If CAREWare detected multiple backups on the specified day, then chose the backup with the latest time stamp
    24. Click "Restore"
    25. Once the restore has completed click "Ok"
    26. Log in to CAREWare and chose your provider domain
    27. Check that restore occurred properly by verifying the client data


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    How do I install Service Pack 4 for SQL Server 2000?

    Choose and download the SQL Server 2000 Service Pack 4 from the Microsoft website.

    Double click on the downloaded EXE file. You should be prompted to browse to the location of the database instance (Default location: C:\Program Files\Microsoft SQL Server\MSSQL$CAREWARE). Once you have chosen the location the installer should automatically upgrade the service pack for SQL Server 2000.

    If the installer does not automatically upgrade the service pack or generates an error during the installation process, then you will need to do the following in order to complete the upgrade.
    1. Go to Start>Run and type "CMD" (No quotes). Click "OK".
    2. Change to the location of the SQL Server 2000 Service Pack directory (Default location: C:\SQL2KSP4) by typing the following: cd C:\sql2ksp4. Then press "Enter".
    3. Run the following command in the Service Pack 4 directory:
      setup /upgradesp sqlrun INSTANCENAME=CAREWare SECURITYMODE=SQL UPGRADEUSER=sa UPGRADEPWD=SAPWD DISABLENETWORKPROTOCOLS=0
    4. Press "Enter".
    5. Once the installation is complete type "Exit" (No quotations) and press "Enter". You may be prompted to restart your system after the upgrade.


    You will need to provide the correct database instance name for INSTANCENAME. You will also need to provide the sa password for UPGRADEPWD.

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    What is the difference between "Internal Outgoing Referrals" & "External Referrals?"

    Internal referrals are made between providers who are connected to the same central database. External referrals are made between providers who are not part of a real-time network or managed by a grantee. External referrals are the only referrals available for standalone users of CAREWare.

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    How do I add active external providers?

    The following will need to be done on the Central Administration domain before you will be able to activate external providers from the provider domain.
    1. Login to the Central Administration domain
    2. Go to Administrative Options>Provider/User Manager
    3. Expand "Real-Time Providers", then expand your provider's name
    4. Expand *Provider's* Permissions, then expand "Data Entry"
    5. Expand "Referral"
    6. Right click on "Activate External Provider" and select "Grant"
    7. Expand "Users" under your provider name
    8. Expand the account name you want to grant the permission to
    9. Expand "Data Entry", then "Referral"
    10. Right click on "Activate External Provider" and select "Grant"
    11. Click "Save" and then "Close"
    12. Log off the Central Administration domain
    Login to the provider domain to complete the following addition of an active external provider.
    1. Login to the provider domain
    2. Find the client who you want to add an external referral for
    3. Change to the "Referrals" tab, then change to the "External Referrals" tab
    4. Click "New Referral"
    5. Click "Add" next to "Refer-To-Provider"
    6. Click "Add New Provider" and provide the new provider's name, then click "Save this Provider"
    7. Check the box in the "Active" column for the newly added provider
    8. Add any additional providers you need to, then click "Save Current List and Exit"
    9. Choose the "Refer-to-Provider" from the pull down list then select the "Referral Status" and "Referral Date"
    10. If you do not have a "Referral Class", then click on the ellipsis box next to it.
    11. Click "Add", then provide the referral class name
    12. Click "Save" and continue adding the necessary classes for your provider
    13. When finished adding the referral classes, click "Save Current List and Exit"
    14. Choose the "Referral Class" from the pull down menu
    15. Select the appropriate Service Category, add any necessary comments, and then click "Save" if the referral is not yet completed.


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    Does CAREWare import data from the major lab companies (LabCorp, Quest Diagnostics, etc.)?

    CAREWare currently offers an automated import of results from LabCorp and Quest Diagnostics. Clinics interested in using this feature should contact their LabCorp or Quest Diagnostics representatives; once a clinic is approved, jProg guides its users through a testing/training phase that usually lasts about two weeks before "live" results are sent.

    Imports from other lab companies could be developed in the near future. If you are interested in such an import, it never hurts to let your lab representative know!

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    How do I decrypt the cw_client table?

    To show the client fields within the cw_client table you will need to have access to the Central Administration domain.
    1. Login to the Central Administration domain
    2. Go to "Administrative Options"
    3. Go to "Advanced Encryption Options"
    4. Go to "Show/Hide Encrypted Fields in cw_client"
    5. Check the button next to "Show Personal Identifying Information in cw_client table"
    6. Click "Save Changes"
    7. Click "Ok"


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    How do I resolve the error 'The specified service already exists' during an installation?

    You are receiving this error when you are attempting to install the newest build of CAREWare on top of the previous build. You should first attempt to remove the previous business tier build using the Add/Remove Programs located in the Control Panel. You can learn more about how to uninstall CAREWare using that feature at the 'How do I upgrade the business tier?' FAQ link.

    If the above uninstallation was unsuccesful in removing the current business tier build, then you will need to complete the following:
    1. Go to Start>Run
    2. Type "CMD" (No quotes) and click 'OK'
    3. On the command line type the following:
      "SC Delete RWCAREWareBusinessTier" (No quotes)
      then press 'Enter'
    4. After receiving notice that the service has been successfully deleted, reboot the PC.
    5. Attempt to re-install the latest build using the business tier setup file.
    If you are still unable to install the new build after completing the above, then you will need to edit your registry.

    Warning Editing the registry can adversly affect your system. Make sure to have a recent registry backup before attempting the procedure below.

    1. Go to Start>Run
    2. Type "Regedit" (No quotes) and click 'Ok'
    3. Go to Hkey_Local_Macine>System>CurrentControlSet>Service>RwCAREWareBusinessTier
    4. Right click on the RWCAREWareBusinessTier folder and select 'Delete'
    5. Click 'Yes'
    6. Once the registry as been successfully deleted you can attempt to re-install the business tier build.


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    How do I turn off the User Access Control (UAC) in Windows Vista OS?

    Note This needs to be done before attempting to install CAREWare.

    Using the Control Panel
    1. Open Control Panel.
    2. Under User Account and Family settings click on the "Add or remove user account".
    3. Click on one of the user accounts, for example you can use the Guest account.
    4. Under the user account click on the "Go to the main User Account page" link.
    5. Under "Make changes to your user account" click on the "Change security settings" link.
    6. In the "Turn on User Account Control (UAC) to make your computer more secure" click to unselect the "Use User Account Control (UAC) to help protect your computer". Click on the Ok button.
    7. You will be prompted to reboot your computer. Do so when ready.

    NOTE In order to re-enable UAC just select the above checkbox and reboot.

    OR

    Using MSConfig
    1. Launch MSCONFIG by from the Run menu.
    2. Click on the Tools tab. Scroll down till you find "Disable UAP" (this should probably change to UAC in next Vista beta builds and in the RTM version). Click on that line.
    3. Press the Launch button.
    4. A CMD window will open. When the command is done, you can close the window.
    5. Close MSCONFIG. You need to reboot the computer for changes to apply.

    Note You can re-enable UAC by selecting the "Enable UAP" line and then clicking on the Launch button.

    Now you will be able to install CAREWare as normal.

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    Is there a data dictionary available for CAREWare?

    Yes, there is a data dictionary available for CAREWare. You can download it from here.
    You can also download the Entity Relationship Diagram (ERD)
    here.

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    How is the PDI [export] file generated? What part of CAREWare do you need to go to get to it?

    Creating an export file is highly dependant on the originating data format and so there is no way to generically create these files. Each diffferent existing data system will need a custom-built exporter to populate the PDI template file. CAREWare will, at some point, have the ability to create an export from an existing CAREWare database though we do not currently have an estimate for when this feature will be available.

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    Why do I get a permission error during the PDI import that says I have no read permission on a table in the Access file.

    When the importer imports data, it has to make a special connection to the Access database. The details of this connection are not configurable by a user - they are hard-coded into the import module. The Access database must have an Admin user account with a blank password and that account must have full permissions on all tables. If not, the importer will not be able to read the data from the tables in the Access file and you will get an error. This is another reason we recommend that people creating the export file populate a copy of the template file rather than create a whole new Access file; The template file comes preconfigured with this account and all required permissions.

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    Why is there a primary key that is not used in the PDI Access template? Why is it needed if it isn't used to link anything?

    Generally, in any database every table should have a primary key (PK) that uniquely identifies each record on the table. In the Access file, those keys may not be used to link to other things, but they are used in reports that the importer can create to identify records. For example, there may be an incoming client record that has a formatting problem. During the import, this will be flagged as a problem record and clicking on the report button will list this record on the report that shows what the problem is and what the PK of the record is. You can use this PK to go to the Access file and identify the specific record in that file to try to find out more information.

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    How I do complete an in-place upgrade to SQL Server 2005?

    Before completing the upgrade to SQL Server 2005 you should complete a backup of the database. This can be done within CAREWare or SQL Server.

    You may want to run the SQL Upgrade Advisor before completing the actual upgrade. It can be downloaded from here.

    You can download the SQL Server 2005 Express Edition from here.

    You may also want to download and the Management Studio Express for SQL Server 2005. It can be download from here.

    If you do not have .NET 2.0 already installed, then you will need to install it. It can be downloaded from here.

    After installing .NET framework 2.0 and downloading the SQL Server 2005 Express edition complete the following.
    1. Run the SQLExpr.exe.
    2. Accept the license agreement by checking the accept box. Click Next.
    3. After the successful installation of the Setup Support files, click Next.
    4. Click Next.
    5. Click Next.
    6. Provide your name and/or company name. Click Next.
    7. Verify that the installation path is where you would like it. Click Next.
    8. Check the radio button for Named Instance. Then click on Installed Instances.
    9. Choose your CAREWare database instance from the available list and click OK.
    10. Click Next.
    11. Allow the installation to complete.
    12. Click Finished.


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    Where can I download the lab import and Quest Diagnostic manuals?

    You can download the CAREWare Quest Hub Service document from here.
    You can download the Lab Import Mapping Process document from here.

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    How do I access the RSR

    The latest build of the CAREWare business tier will need to be installed in order to run the RSR properly. It can be downloaded from the HRSA CAREWare website.

    To upgrade your current CAREWare installation:
    1. Go to Start>Control Panel>Add/Remove Programs.
    2. Locate the RW CAREWare Business Tier, select it, click Remove, and then Yes.
    3. Download the current CAREWare Business Tier from the HRSA website.
    4. Locate the install file on your computer and double click on it. If you are prompted by a pop up window asking 'The publisher could not be verified. Are you sure you want to run this software?' click “Run”.
    5. Click “Next”, check “Everyone” for the program to be accessed by everyone who uses this computer or “Just Me” for the program to be accessed by only the current user logged into the computer. Click “Next”.
    6. Click “Next” again, read the End User License Agreement and select “I Agree” if you do. Click “Next” again.
    7. When prompted to start the business tier click “Yes”, click “Ok” when the service was started successfully.
    8. Click “Close” when installation is completed.
    9. Login to CAREWare. You will be prompted to update the current tiers. Select “Yes” and allow the update to complete.
    10. Log back into CAREWare. You have now successfully updated CAREWare.

    You will need to grant permissions to the provider domain and then the user account before you will be able to access the RSR. Please follow these steps below.
    1. Login to the Central Administration domain
    2. Go to Administrative Options>Provider/User Manager
    3. Expand Real Time Providers>Provider name
    4. Expand Provider Name's Permissions>Administration
    5. Right click on RSR and select Grant Group
    6. Expand Users
    7. Expand the user name for whom you would like to grant the permissions for
    8. Expand Administration
    9. Right click on RSR and select Grant Group 1
    10. Click Save

    Once the necessary permissions have been granted you can complete the following steps to run the RSR:
    1. Log in to the provider domain
    2. Go to Administrative Options>Export Menu>RSR Export
    3. Chose the correct reporting period
    4. Chose the correct type of quality management
    5. Click Create RSR Client Level Data Export
    6. Chose a location to save the export file and click Save


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    How do I resolve Error Code 2869 during a Windows Vista installation?

    You will need to complete an 'administrative install' in order to complete the installation process. To complete an 'administrative install' follow these steps:
    1. Click on the Start button
    2. In the Search field type 'CMD' (no quotes). Do not press Enter
    3. In the search results field right click on Command Prompt and select 'Run as Administrator'
    4. In the command prompt windows type the following
      msiexec /i x:\rwcarewarebusinesstiersetup.msi
      Where x:\rwcarewarebusinesstiersetup.msi is the path to the business tier setup you are trying to install
    5. Complete the installation as normal


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    Where can I download the .NET Framework 2.0?

    You can download the .NET Framework 2.0 redistributable from here.

    You can download the .NET Framework 2.0 Service Pack 2 from here. You will need to download and install the NetFx20SP2_x86.exe file unless you are running a 64-bit machine.

    The .NET Framework 2.0 will be needed in order to install CAREWare Version 5.

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    What is needed to install CAREWare Version 5?

    In order to successfully install CAREWare Version 5 you will need to have the following installed prior to installation:

    Windows Installer 4.5
    .Net Framework 2.0

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    The client tier uninstallation hangs during downgrade from version 5 to version 4.1

    This error can be generated during the downgrade from version 5 to version 4.1. This is caused by the mismatch of the dotnet frameworks.


    In order to resolve this issue please complete the following steps:
    1. Download the following zip file
    2. Extract to 'Client files' folder
    3. Move the contents of the 'Client files' folder into the 'C:\Program Files\CAREWare\RWCAREWare Client Tier\ directory'
    4. Go to Add/Remove programs and uninstall the 'RWCAREWare Client Tier' as normal


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    Receiving Operating System Error 5 during a backup of CAREWare

    You are encountering the error "Cannot open backup device 'C:\Program Files\Microsoft SQL Server\MSSQL$CAREWare\Data\cw_bu_X_X_X.cwb'. Operating system error 5(Access is denied." This error is most likely occurring because the user service used by SQL Server 2008 does not have the necessary permissions to write to the directory specified. To resolve this error you can complete the following steps on the server where the SQL Server database is located.
    1. Go to 'C:\Program Files\Microsoft SQL Server\'
    2. Right click on the MSSQL$CAREWare directory and select Properties
    3. Click on the Security tab
    4. Click on Add...
    5. In the large, white box type Network Service then click on Check Names
    6. Press OK
    7. Click the Allow check box for Full Control
    8. Click on Apply
    9. Click on OK
    This will grant the SQL Server user Network Service permissions to access, write, and modify files in the specified directory only. This should resolve the error you are encountering with the backups failing due to failed access.

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    Can I open the CAREWare 4.0 database in MS Access?

    Yes, you can open the database using MS Access, but it must be done by creating an ODBC Connection. It is very important that you do not change any records in the CW_Data file through MS Access. Any changes to the data should be done either through the CAREWare client, or by using the business tier programming interface.

    If you are not familiar with creating ODBC connections, follow the instructions listed below:

    1. Start MS Access and click File>Open
    2. Change the file type drop down box to “ODBC connections”. This should bring up a new window.
    3. Click the “Machine Data Source” tab and then click “New”.
    4. Click the “System Data Source” button and click “Next”.
    5. Scroll down to “SQL Server” and click “Next”.
    6. Click the “Finish” button. Now you will see the “SQL Server Data Source Connection” wizard.
    7. Type in a name and description for this connection, and then choose the server from the list.
    8. Use “Windows Authentication” (which uses your Windows ID and Password to Login). If this doesn’t work, you may need to try “SQL Authentication”.
    9. Change the default database to CW_Data.
    10. Click “Finish”. Now when you open MS Access and change the type to ODBC you will see the connection you just created.


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    Is CAREWare compatible with SQL Sever 2008?

    CAREWare is compatible with SQL Server 2008. There is no installation package available at this time for installing the CAREWare database on SQL Server 2008. You will need to complete a manual installation of the database on to your SQL Server 2008 instance. The CAREWare Help Desk can assist you with this procedure.

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    How do I reset/unlock a user?

    To unlock a user account using the Provider/User Manager:

    1. Log in to the Central Administration Domain.
    2. Go to Administrative Options>Provider/User Manager.
    3. Expend Central Administration’s Users and Permission.
    4. Expend Users and right click on the user account that is locked.
    5. Select Undo User Lockout.


    To unlock a user account using the CW Admin.exe

    1. Go to the business tier directory. (Default Location: C:\Program Files\CAREWare\RW CAREWare Business Tier)
    2. Double click on CW Admin.exe.
    3. Stop the server.
    4. Highlight ResetLockoutAndPasswordForUser then click Edit.
    5. In the Setting field enter the user account you want to unlock and click Save.
    6. Start the server and close the CW Admin.exe.
    7. Log in to CAREWare using the locked account.
    8. You will be prompted to provide a new password. Passwords must be 8 characters long and contain 2 alpha numeric characters.
    9. You will be prompted again to log in to CAREWare. The account is now unlocked.


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    Where are the CAREWare backups stored?

    The location of the backup file can be found in the CW Admin utility listed under the “SQLServerBackupDirectory” tag. The default location of this directory will be the SQL Server data folder, which is C:\Program Files\Microsoft SQL Server\MSSQL$CAREWARE\Data.

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    What does "The business tier is in the process of initializing" mean?

    The message "the business tier is currently in the process of initializing. You will not be able to login until the initialization is complete" is not an error message. It is simply telling the user that CAREWare is completing the necessary steps needed be before opening such as Data or Client tier updates. Please allow it a few moments before clicking on "Try Again". This will occur every time the business tier service has been restarted."

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    How do I set the timeout limit?

    To turn the inactivity timeout to a longer session you must set the timer in the CW Admin utility. You can find either utility in the RW CAREWare business tier directory (Default location: C:\Program Files\CAREWare\RW CAREWare Business Tier).

    Open the utility and press “Stop Server”. Select “LocalNumberStorage” from the table name combo box in the upper right corner. Select the tag “UserTimeout” and click “Edit”. The Settings field will become enabled on the top box. Change the number from 15 (default) to whatever you would like. Click “Save”, and then click “Start Server”.

    This is all that needs to be done to change the timeout setting. There is no way of disabling the timeout setting. If you set the number to 0 in the settings field CAREWare will not open.

    Important: Remember this is a security feature, so be careful how long you set the inactivity period to.

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    What are the new service categories in CAREWare and how can I use them?

    The newly added Ryan White HIV/AIDS Program service categories added to CAREWare include Medical and Non-Medical Case Management services as well as Linguistics Services and others. These new services have been added to CAREWare well in advance of the reporting period. We recommend that you reclassify your services to reflect the changes in the RDR.

    At this time the CADR has been completely updated into the RDR. We know many of our providers ran the CADR on a monthly basis in order to get up to date information on existing clients. If you have reclassified your services using the new service categories, then these services will appear on the RDR.

    To change a subservice service category
    1. Login to the provider domain
    2. Go to Administrative Options>Contracts>Manage Subservices
    3. Highlight the subservice to be changed and press "Edit Subservice"
    4. Choose the new subservice category AND change the 'Long Name' to reflect the new category
    5. Click "Save"

    Repeat steps 3-5 for each subservice which needs to be reclassified to a new subservice category.

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