FAQs

This is the FAQ Page!

Browser Issues

Internet Explorer

Symptom: Internet Explorer Displays Browser Not Supported

Resolution

1. Turn on Browser Compatibility Mode.
2. In Internet Eplorer Click Tools then Compatibility Mode

Symptom: Internet Explorer displays a blank page after sites are loaded

Resolution

1. Click Start then Run and type cmd and press Enter.
2. Type the following commands one at a time and press enter before proceeding to the next one

• regsvr32 jsript.dll
• regsvr32 vbscript.dll
• regsvr32 oleaut32.dll

Symptom: Cannot access DOMA Login page

Resolution

1. Your browser might not be configured correctly. Please make the following changes in the Internet Explorer Browser: Select Tools -> Internet #Options -> Advanced Tab (Upper right hand corner) - Scroll down to the bottom and find the check box that says 'USE TLS 1.2'
2. Place a check in the box and click OK. Refresh the web page to test connectivity.

Symptom: The client was unable to establish a secure connection with the server

Resolution

1. Please try signing in again. If the problem persists, please contact your system administrator.

Upload Manager

Error: ValidateImageFileError - timestamp

Resolution

1. Mange the local workstation's time. Check Time, Date (especially year), and Daylight Savings Time.

May pose an issue in other time zones, in particular if workstation is not set correctly.

Error: Error when uploading documents

The user receives an error window that states:

ValidateImageFileError: Microsoft.Web.Services3.ResponseProcessingException: WSE910:

Resolution

1. Changed the local workstation's time. Check Time, Date (especially year), and Daylight Savings Time.

May pose an issue in other time zones, in particular if workstation is not set correctly.

Error: An unhandeled exception has occured in your application

Resolution

1. Mange the local workstation's time. Check Time, Date (especially year), and Daylight Savings Time.

May pose an issue in other time zones, in particular if workstation is not set correctly. .

Error Messages

Error: System Out of Memory Exception

Upon opening Streaming Viewer, users reported that the following error occured while copying the encrypted file to cache:

"Exception: Exception of type System.OutOFMemoryException was thrown"

Resolution

1. Appears to be augmenting memory assigned to server app pool. Please Contact The Help Desk.

Scanning Errors

DOMA not scanning documents when I select a PDF to SCAN into DOMA it will not populate to scan.

Resolution

1. Had the user select from the drop down list load document before current image instead of just selecting the load document function.

No Scanning Device Found

Resolution

Selected the scanner from the available scanners under Twain Sources and then setup the scanner under scanner settings.

Resolution

Deleted the scanning app folder and reinstalled.

The file exists

Resolution

1. Cleared out temporary files by the following script

open command prompt

Start -> Run -> CMD

%temp%

del *.tmp

exit

Index Errors

Error: Failure -2; index value too long

When attempting to Add or Update an index value the user receives the Failure -2 error

Resolution

1. Please Contact The Help Desk to have the index field length increased

User Errors

Error: I Cannot Add User Account

When attempting to add user into DOMA the user receives an error message: Error cannot add user account:

Resolution

1. Please contact the Help Desk the user already has an account that has been deleted and needs to be restored.

Error: I cannot delete a user.

When attempting to delete a user nothing happens

Resolution

1. The user that the system admin was attempting to delete was

one of the following not assigned to a group or currently ::logged into the system. the admin will have to contact the help

desk to have this issue resolved to keep this from happening

make sure the user is assigned to a group and to log the ::user out of the system by un-checking the active box in the ::users profile

Login Questions

Question: I would like to know how to get login access for an additional location

Answer: If your site is not restricted by IP address then give the user multi session access

Login Issues

Issue: System is saying that I am already logged in

The user closed the browser window without logging out of eDoma and their profile is set up for single session access Resolution

1. The users has to logged off by a Admin or the Help Desk or their profile should be set to multi-session access

Folder Errors

Error: I have attempted on numerous occasions to delete folders

Resolution

1. Folders can only be deleted by a user who has folder delete privileges and the folder is empty and has no deleted documents

if the folder has deleted documents please contact the Help Desk to have the folder removed.

Printing Errors

Error: The customer is receiving the print setup box when trying to print from eDOMA.

Resolution

Viewing a Document

Error: I cannot open my documents in DOMA

I cannot open my documents in doma as I am getting an error message that states the following:

atlasoft dotimage error:

selectomthumb: 0 is null or not an object

Exception: there are no thumbnails to select.

Resolution

VA Users: Error when attempting to logon to Doma Site

Error: VA users encountered the following error message at login.

Resolution

This is a common issue that with VA systems. There was a Trusted Root Authority Certificate missing which was causing the

browser to not fully trust the PMR Vault application. This should be part of the Windows Root Certificate Updates that are

periodically pushed out from Microsoft. I’m not sure if those are disallowed by VA/DoD, but we see this issue often with

government customers.

The certificate can be installed by downloading from the link below. Once downloaded, you can double-click to install the

certificate. Make sure that you manually select the location for the certificate store (Trusted Root Certification

Authorities) as shown below:

Session Timeouts

What causes a session timeout?

A user session times out after twenty (20) minutes of inactivity on the site. Inactivity is classified as anything that

doesn't make a call to the database (e.g just moving a mouse or entering data into fields without saving it).

What happens when a timeout occurs?

Users will be given a warning thirty (30) seconds before the timeout when a popup will appear in the middle of the screen

and start counting down the time remaining before the timeout. If the user doesn't select 'Continue' on the timeout prompt then

their session will be timed out. When the user times out they will be logged off and directed back to the login screen.

Why do timeouts occur?

Session timeouts occur for the security of the customer. If there were no timeouts users would only have to login once,

but anybody with access to that computer would be able to gain access to DOMA's system. For example, if Bob signs into

his DOMA account, then decides to grab a coffee without locking his workstation first; then anyone could walk past and

jump straight into his bank account. With the twenty (20) minute expiration/log out, this problem is greatly reduced if

Bob gets distracted with other tasks.

Can the timeout be changed from twenty (20) minutes?

The timeout is a site preference that can be increased or decreased. To do this users must contact their site Admin and

the they must contact their DOMA account manager.

PMR Vault

Commonly Asked Questions about the PMR Vault:

Q: What types of file formats are supported?

A: Due to security reasons, we currently limit file submissions to TIFF, PDF, DOC, TXT, JPG, PNG, BMP.

Q: What is the maximum file size limit and how many files can I upload?

A: PMR Vault allows a maximum of 5 files to be uploaded during a single session. The maximum “total” file size limitations are 500MB.

Q: Can I upload medical records for more than one patient using the same passcode?

A: While this is certainly possible, we highly recommend against this to avoid the potential of mixing patient records.

Q: I accidentally uploaded the wrong file(s), what should I do?

A: please contact our Help Desk via email at DOMA Support, to include a name and number that we can contact you.

Q: What are the Internet Browser Compatibilities?

A: PMR Vault is cross browser compatible with most modern browsers including: Internet Explorer, Firefox, Google Chrome, Safari and Opera. As browsers are constantly evolving, should you experience an issue, please contact our Help Desk via email at DOMA Support.

Q: How secure is PMR Vault?

A: PMR Vault is SSL Encrypted with client and server side encryption.

Q: Help! I’m having issues who do I contact for help?

A: Our Help Desk Servicemen will be more than happy to assist you in any problems you are experiencing; fill out a bug report <bug report link here> and email this report to DOMA Support.

Here are the specifics on the certificate if needed for your IT department:

• GoDaddy Class 2 Certification Authority Root Certificate - G2 • gdroot-g2.crt

• Certificate File Hash (sha1):76 0F BB 36 CF B5 5A 67 C7 1C AC 3D CF 0D 36 8E A9 F9 8E E7

• Certificate Thumbprint (sha1): 47 BE AB C9 22 EA E8 0E 78 78 34 62 A7 9F 45 C2 54 FD E6 8B

• Certificate File Hash (sha256): 50 03 29 AB AC 10 0A 95 3A 73 96 B5 4B 36 BE 57 D3 33 02 2F 17 40 1B C9 48 24 8E A1 79:CF 17 84

• Certificate Thumbprint (sha256):: 45 14 0B 32 47 EB 9C C8 C5 B4 F0 D7 B5 30 91 F7 32 92 08 9E 6E 5A 63 E2 74 9D D3 AC A9 19 8E DA

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