Unable to Find Client

Modified on Thu, 02 Feb 2017 10:40 by Kevin Ricciardo — Categorized as: Uncategorized

Some users are reporting that they cannot find clients by searching for the client using the client's first or last name. There are a few things to check to identify the cause of this issue.

  1. Does the client show up in custom reports? Here are instructions for creating a custom report.
  2. Was the client record deleted? This can be checked by using the User Action Report.
  3. Can the client be found by searching by URN or Client ID?

If the client was not deleted from this provider domain, the client can be found using fields other than first or last name, and the client shows up in custom reports, the next step is to verify if data encryption is turned off by following the instructions here (use these instructions to view the setting and not to change the setting).

If encryption has been turned off for client data, the soundex, which is related to the client's last name and first name, may have an issue. Users can either use a wild card (*) to search for the client or skip the soundex.

Note: Using CAREWare build 921 or earlier, only one of these solutions can be used at a time. If skip soundex is used, searching with an asterisk will generate an error. If CAREWare build 922 or newer is installed, a wild card search will work with the skip soundex setting turned on.

To use a wild card to search for a client, enter an asterisk in one of the search fields.

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Note: Using the wildcard to search for a client will show all clients. If there are more than 100 clients, users will get a message stating the search exceeded that limit. In order to increase the Maximum Results in Find Client, the value for that setting needs to be increased in the common storage settings using the CW Admin utility in the business tier.

To increase Maximum Results:

  1. Go to C:\Program Files (x86)\CAREWare\RW CAREWare Business Tier.
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  2. Right click CW Admin.exe.
  3. Click Run as Administrator.
  4. Click Stop Server.
  5. Click Common Storage Settings.
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  6. Click cmm_st_pk to sort the list alphabetically.
  7. Scroll to MaxSearchResults.
  8. Change cmm_st_number to the number of clients that are in the database. In this example it was changed to 2000.
  9. Click another field to save the change.
  10. Click Server Settings.
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  11. Click Start Server.

Once this setting is changed in common storage, users can adjust the Maximum Results field to any value up to that setting value.
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In this case, uses can search for any number of clients up to 2000.
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To skip the soundex:

  1. Go to C:\Program Files (x86)\CAREWare\RW CAREWare Business Tier.
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  2. Right click CW Admin.exe.
  3. Click Run as Administrator.
  4. Click Stop Server.
  5. Click Common Storage Settings.
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  6. Click cmm_st_pk to sort the list alphabetically.
  7. Scroll to skipSoundex.
  8. Change cmm_st_number to one.
  9. Click another field to save the change.
  10. Click Server Settings.
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  11. Click Start Server.

Note: Upgrading to build 922 will allow users to use wildcard searches while skipSoundex is on. In addition, a timer event has been fixed in build 922, that will resolve the issues with the soundex every 12 hours. This can reduce the chances of experiencing this issue.

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