Background
Summary Table
Appendix
.NET 3.5 Framework
Scanned Documents > Referrals
Print EMR icon/Export Medical Record
New Phone Icon attached to Appointments
Label Printing
Edit Encounter Properties > Mandatory Encounter Type
Photo Rotate in Encounter Notes
Moving Appointments Search Results
Scheduled Billing Error Message
Background
This article's purpose is to provide a hub, easy for EMR Support to check V9 related issue and provide user workarounds and email response templates.
The majority of the information is found in the Summary Table, however links to other articles in either the IMITS PCCIS or the User Help Zendesk websites are leveraged if the information exists there already. If there are no current references in other articles and require a longer, complex answer, the resulting outcome will be listed in the Appendix section.
Note that there were two published bulletins regarding changes from the V9 upgrade: Profile EMR V9.0.11.1 Upgrade Bulletin #244 June 6, 2025 and Profile EMR Bulletin #245 October 7, 2025. Different sections of these bulletin articles will be referenced where applicable.
Summary Table
See below for all reported V9 issues/concerns.
| Issue | Status | Related Tickets | Workarounds, Solutions and/or Comments |
| Citrix Printer List - Unable to see list of printers when using Citrix and defaults to Adobe | Resolved |
|
No user workaround required. If experienced again, EMR SAs must submit ticket to Citrix Team. Citrix team has resolved the issue across all Citrix app servers. |
|
Harmonized Controlled Form Printing - Print Dialogue: Size is NOT SUPPORTED when EMR is launched via VPP (no issues via Citrix). Also the side by side or triplicates printer defaults to the wrong page size setting |
EMR-9777: Resolved
EMR-9784 - Resolved in v9 Patch (9.0.11.A2.7) |
No known workaround. Fix was implemented to create best alignment under EMR-9777 There is an outstanding ticket EMR-9778 to perfect the alignment. |
|
| .NET 3.5 Framework - When using the dup form, OUD form, or Med Rec form, the following errors are shown. See appendix for error popup screenshots. | Resolved | If users are experiencing this issue, the resolution is to contact Service Desk to have .NET 3.5 installed on their computer. This is a known issue that may impact new Lenovo laptops. | |
| Label Printing - When users click on the Label icon in the toolbar, selecting Label type and hitting Ok to Print. The labels are printing larger than expect. | Resolved in v9 Patch (9.0.11.A2.7) | EMR-10238 | See appendix for workaround details. |
| Medical Record > Clinical Info Panel - When users open Client Medical Record, Clinical Info Panel is hidden. | Resolved in v9 Patch (9.0.11.A2.7) |
|
See FAQ article for workaround details. Waiting for IH patch for full fix where it can be pinned to be visible horizontally no matter the screen resolution/scale size |
| Scanned Documents > Referrals - Referrals created through Document Processor are landing in Unsigned Transactions for clinicians. When category is set to referral tracking, expected result is that clerical staff do not have to manually check the Sign checkbox. See appendix for screenshot. | Ongoing |
|
Workaround is to tick "Sign Document" checkbox in Document Processor. This was an intentionally added behaviour by IH. Vendor has provided a macro to automatically Sign all Transactions with DocumentCategory=Referrals when they're created. Currently waiting for a VCH Dev resource to test the macro. |
|
Biztalk Interface - Receiving email notice error message in intervals until resolved: KDC - Biztalk Interface Alert ** CST ** VPP BizTalk PROD - SPOD_MLLP_ProfileEMR_from_VPPCerner_HL7_ADT needs attention |
Resolved |
No user workaround required. If experienced again, must be fixed by EMR SAs. The EMR SA needs to restart the web services. |
|
| Panorama - Extract failed. Panorama team reported the error received "Message was not processed. Invalid value: [formAnswerType|AnswerValue:B|Yes]" |
Resolved
|
EMR-9779 |
No user workaround required. If experienced again, must be fixed by EMR team. The FHIR message was updated to match the v9 changes to some data-types usage. |
|
Export Medical Record Prompts Save Instead of Direct Print
|
Ongoing | IH: 161111 |
Fixed in v10.0.4+. Vendor has confirmed that they have re-added the ability to print/fax the Medical Record. |
|
Print EMR Icon/Export Medical Record
|
#1 a.)+b.): Resolved: #2: Enhancement Request: EMR-9863; EMR-9299
|
EMR-8772; EMR-8755; EMR-9299; EMR-9804; EMR-9810; EMR-9863; EMR-9864 IH: 152431(IDEA-1612); 159545 (IDEA-1468); 159362; |
See appendix for more details on the workaround. There are a few avenues being explored including in-house and IH solutions. |
| EMR Training Account Passwords - V9 requires stricter password complexity. See New Password Requirements section in this bulletin. Because of this, all training user accounts' passwords are invalid and needed to be updated. | Resolved | EMR-9775 |
Provide users with link to current training user credentials: Self Train Environment, Login and Generic Practice Clients The passwords were updated in VTM to meet the new password criteria, Self-Train was refreshed, and the external Zendesk article was updated to reflect these changes. |
| Medical Record default size - the window is not opened to full size (note: not max tab view) |
EMR-9780: Resolved EMR-9798: Waiting on Vendor |
IH: 159503 |
No user workaround required. If it happens again, EMR SA must configure the window size again. The window size was accidentally adjusted when applying configuration during the V9 upgrade process. This is due to a bug. Intrahealth was able to replicate and acknowledge it's a defect. |
| Historic Encounter Date in Letters - After adding a new contact on an encounter from a past date, generating a letter with the Encounter Date is showing the new contact date rather than the original encounter's date | Resolved | EMR-9826; EMR-9827 |
No user workaround available. SO required to adjust the letter to use «Letter.Encounter.Date» instead of «Letter.Patient.Macro.ENCDATECUR» for encounter date. «Letter.Patient.Macro.ENCDATECUR» was created because «Letter.Encounter.Date» broke between v8.4 and v8.6. With this upgrade, it broke ENCDATECUR but now the Encounter.Date is working. Solution was to revert any letters using this print variable, and retire the in-house built print variable workaround (EMR-9828) |
| Keyboard Shortcuts working intermittently - Keyboard shortcuts like Ctrl+B that typically open the Appointment window were noted to not work all the time. | Resolved |
IH: 159617 |
Provide user with information found in the October Bulletin: Update to Keyboard Shortcuts section. This change was done purposely by IH and there is no action to change this new behaviour. |
| New Phone icon attached to Appointments - A new phone icon appears on some appointment blocks (booked and available slots), This is due to V9 adding this icon if the appointment rule is using Phone Mode. See appendix for example screenshots. | Resolved | EMR-9805 | No user workaround available. Due to new restrictions on the Mode field, to remove the phone icons an SA or Support Analyst must change the Appointment Rule's Mode from Phone to In-Person on the user's behalf. |
| Referrals and Unprocessed Items Error - When closing a New Encounter with an attached referral, the user may receive an error message noting that a referral letter has not been included in the Unprocessed Items list, or users may raise that referrals are now displaying in the Unprocessed Items list. | Resolved in v9 Patch (9.0.11.A2.7) |
IH: 159887 |
Provide user with information found in the October Bulletin: See Outward Referral - Unprocessed Items Error section. |
| Edit Encounter Properties > Mandatory Encounter Type - When attempting to update the encounter properties without an encounter type (e.g. to backdate it), it blocks the user from saving, with popup hint text: "Encounter Guidelene should be assigned." See appendix for a screenshot of the error. | Resolved |
IH: 159369 |
It's been fixed in a v10 version. Workaround was provided to users; See appendix for a sample error screenshot and details on the workaround
|
| My Case Load: Date Last Seen - The column for "Date Last Seen" for the "My Case Load - Active Patients" under Stored Queries does not seem to be accurate (i.e., the last charting date doesn't match with the date shown) | Resolved |
IH:159378 |
No user workaround required. Solution was to update a global preference setting to use "When encounter is created using 'Face to Face' contact type" instead of "7.6 compatibility mode" |
| Unable to delete forms in Medical Record\Forms module - this was possible in v8.6 and is no longer available to users | Resolved in v9 Patch (9.0.11.A2.7) |
IH: 159624 |
Current workaround: users must email emrhelp@vch.ca to request deletion of a form. This process will be handled similarly to "Request to Delete a Result or Document". |
| Unable to delete encounters - Unlike in v8.6 where it provides a warning (soft stop), v9 now imposes a hard stop and does not allow the user to delete the encounter. | Resolved in v9 Patch (9.0.11.A2.7) |
IH:149955 |
Workaround is to use the "Request to Delete a Result or Document" process. |
| ADMIN password reset - Unable to reset the ADMIN user account's password with an SysAdmin role account. | Resolved | This is working as designed. Workaround is to run the PW reset macro provided by FHA, or have the vendor reset it. | |
|
Gestation Age Calculator for EPDS Form - Raised by FHA but was unable to replicate in our EMR. Expected Behaviour:
Observed Behaviour: If both Scan Date and LMP exist, GA is basing off of LMP instead of Scan Date. |
Closed - Unable to reproduce. | IH: 160916 |
No workaround decided as unable to replicated in our EMR. If reported, bring to huddle for discussion. Vendor provided the logic and deemed as working as intended. |
| Pregnancy Calculator - IHA reported this is populating inaccurate dates. | Waiting on vendor |
IH: 160976 |
No workaround decided as we do not understand the intended behaviour. Vendor believes this may be a defect but not confirmed. |
| Intervention List Appt Column - In v8.6, Appt displays when the intervention is in context of the appt (otherwise is blank). In v9, it shows the next booked appt in italics and appt in context of intervention in regular style format. | Resolved | IH: 161448 |
Vendor provided logic in this new behaviour. External Helpfile updated. |
| Photo Rotate in Encounter Notes - v8.6 has icons available to rotate an image when uploading to an encounter note. These icons are no longer present. See appendix for screenshot examples. | Waiting on vendor |
IH: 161732 |
Workaround is to rotate the image prior to uploading into EMR. Vendor confirmed image rotation button was left out. Vendor to confirm if the rotation buttons will re-added in future build. |
| Moving Appointments Search Results - Searching for code "PEN" in v9, returns 4000+ results (includes results that does not contain "PEN"), whereas in v8.6, the same search yields a much smaller, more relevant set. Search results are not filtered accurately. See appendix for screenshot examples. | Resolved |
IH:161807 |
Workaround is to ask user to switch dropdown to "contains". By default in v8.6, the code dropdown is set to "contains", and in v9 it defaults to "all". |
| Refresh Sorting issue in Problem List - Sorting changes in the Problems\Problem List are not persisting after refresh and are not reflected in the Medical Record Summary segment in v9 | Waiting on vendor |
IH:161894 |
Workaround unknown. Engaged IH for guidance. |
| Scheduled Billings Error Message - an error message occurs when there is an attempt to create a scheduled billing claim. This occurs for any client under any POS by any user in V9 but it does not in V8.6. See appendix for screenshot example. | Resolved in v9 Patch (9.0.11.A2.7) |
IH: 162338 |
Workaround manually create quickbill. \ |
| Unsaved Form Hyperlink Not Appearing in New Task - When a user creates a new task immediately after creating a form without manually saving it—clicking "Save" in the warning dialog does not generate the expected hyperlink to the form in the task. | Resolved in v9 Patch (9.0.11.A2.7) |
EMR-10057 IH: 178370 |
Workarounds:
|
Appendix
Below are supporting items for the Summary Table Items that cannot be contained within the table.
If users see OLE error 80131700 while opening forms in EMR it is most likely due to .NET 3.5 Framework not installed on their computer.
Scanned Documents > Referrals
Print EMR icon/Export Medical Record
Most users will not have the ability to use the Export Medical Record button. Only Health Records and selective approved users have access. If users require this button, they submit a change request and it will be reviewed. Please refer to the helpfile: Granting Access to Export Medical Record Role
We made the Medical Record\Overview available in lieu for general users, so they can print a summary of the client's medical record.
Also, there is an upcoming deployment for a Letter Template to mimic the ideal export medical record's output page without the need to save out the patient information before printing.
New Phone Icon attached to Appointments
Example of phone icon attached to appointments:
Example of the Rule with Phone Mode:
Label Printing
Workaround is to hold down the SHIFT Key and click Ok to display the Print Dialog Box. Untick the Do not show this dialog unless I hold Shift key checkbox. If the dialog box is not triggered to open before printing, the font will remain large.
Edit Encounter Properties > Mandatory Encounter Type
There are two possible workarounds:
- Change the encounter type dropdown to any type, then switch it back to <None>, or
- Change the encounter type to what seems most relevant/similar to who is documenting (e.g. Nursing)