Troubleshooting Common Problems
Common Problem and Solutions
MAC Issues
My Mac version has been working fine and then all os a sudden it stopped. Help...
Answer> This turned out to be an easy diagnosis, but the fix took a few days to remedy. I appreciate the patience of the DX3 Mac users. The latest OS update from Apple knocked out the runtime version of DX3. We had to create an updated one that the new OS agreed with in order to take care of the problem. In order to remedy you will need to 1) Have a recent exported backup of your Progress Notes available if you are using the Prog. Notes feature in DX3, 2) download the new Mac trial version, 3) enter your current license number, and 4) reactivate your copy. I'll send you a new activation key. Import your prior Progress Notes into the new copy of DX3 and you will be all set to go.
Windows Vista and 7 Issues
My activation code keeps dropping out and I have to keep entering it in, how do I fix this problem.
Answer> For security reasons, Microsoft decided not to allow software to run normally in what is called "Administrator Mode" even if a user has administrator privileges set to their account. The result of this is that your activation code is getting stored in Windows Virtual Store and not in the DX3 Program Files. So when you go to launch the software, it is not able to find the activation code you entered. To fix this you will need to launch DX3 in Administrator Mode. To set this up: right click on the DX3 icon you use to start the software (if you have multiple icons set each one to do this), click Properties, click the Advanced... button, select "Run as administrator", click OK, Click Apply, and then click OK. Now when you click on the DX3 icon Diagnostix will run from the Program Files menu and not through what is called the Virtual Store files in the Windows software. For more information Google "Windows virtual store
Internet Downloads & Communication
1. I sent a request for an upgrade or educational purchase and have not heard back from you.
Answer> Requests are typically answered within three business days. If you have not heard from us, your return email has probably gotten caught in a spam filter. Check your junk/spam mail folder(s). If you are unable to find the email, send a personal email to sales@doctorlogan.net to contact us directly.
2. I purchased Diagnostix and have not heard back from you.
Answer> Sales are typically answered within three business days. If you have not heard from us, your return email with your license code has probably gotten caught in a spam filter. Check your junk/spam mail folder(s). If you are unable to find the email, send a personal email to sales@doctorlogan.net to contact us directly.
3. I purchased Diagnostix or have requested an activation code, but have not heard back from you as soon as I was expecting.
Answer> Sales and activation requests are processed by hand and are not automated. Most orders and requests are processed in the evenings (Pacific daylight time). If you have not heard from us within a day or two, check to be sure our email with your license code did not caught in your spam filter. If you are unable to find the email, send a personal email to sales@doctorlogan.net to contact us directly.
