Occasionally in our busy day to day tasks we can run into little obstacles that prevent us from getting our work done. One of these obstacles can sometimes come in the form of a "Locked Record" alert.
This guide will outline the steps to take if you receive a ‘Locked Record’ alert when trying to access a record within Genie.
Please note: Prior to version 9.3.6 of Genie, this alert would appear for admin staff when accessing a patient's Demographic window while the doctor still had the Clinical window open. In v9.3.6 and above, this no longer occurs - see our announcement for more information about this change.
Records become locked when they are being accessed by another user. For example, you may receive an alert if someone has a patient's Account History open and you try to receipt an invoice belonging to the patient.
However, in some instances the record remains locked, even after the user has exited. This happens when Genie still thinks that the record is open somewhere. It's possible that the record can be open in the background which can be caused by Genie crashing, someone abruptly quitting Genie (without using the proper Quit function), or any other unusual behaviour while a user is accessing the record.
If unexpected errors do appear while using Genie or you are experiencing consistent crashing, please contact Genie Support for assistance.
To resolve this issue you will need to unlock the record, which you can do by either kicking out the user that the record is locked to, or restarting the Genie Server application.
Dropping users in v9.3 and above
- On a Genie Client machine, navigate to File > Maintenance & Reports > Server Admin Window;
- Click on the Users tab at the top, then highlight the user you wish to drop and click the Watch Processes button at the bottom;
- This will take you to the Processes tab. Highlight all processes shown in this window with the correct Session name (Ctrl + click or Shift + click), then click Abort Process.
Dropping users in v9.2 and below
- Navigate to File > Maintenance & Reports > Server Admin Window;
- Click on the Users tab at the top, then highlight the user you wish to drop and click the Drop User button at the bottom.
Restarting your Genie Server
If the above steps do not work, you will need to restart the Genie Server application/service. In doing this, Genie will kick all users off the system and correctly close any processes currently running. For this reason, you will need to ensure that everyone has saved their work and is prepared to be off Genie for a few minutes before beginning.
- On the server machine, open the Genie Server application;
- Go to File > Quit (Windows) or Genie Server > Quit (Mac);
- Choose the Disconnect all clients and quit option and click OK
- Double-click the Genie Server icon to restart the application.
If your Genie Server is running as a service, simply navigate to your Services list and Stop, then Start the 4D Server: Genie service again.
All users will then be able to log back into Genie and you should now have access to the previously locked record.
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