InnoCare Software slow and disconnecting (Windows)

Whenever you're experiencing slow and/or disconnecting issues with InnoCare Software on a Windows computer we require you do the following steps:

1. Computer Updates

• Windows Vista / Windows 7
• Windows XP

2. Uninstall InnoCare Software

• Start
• Control Panel
• Java
• Settings...
• Delete Files...
• Check all boxes
• OK

3. Delete InnoCare Software Certificates

• Start
• Control Panel
• Java
• Security Tab
• Certificates...
• Select "IBL - Internet Business Logic Inc"
• Remove
• Close

4. Change Java Connection

• Start
• Control Panel
• Java
• Network Settings...
• Direct Connection
• OK

5. Uninstall all versions of Java

• Start
• Control Panel
• Programs and Features (All Programs)
• Uninstall ALL versions of Java

6. Install latest version of Java

• Free Java Download

7. Install latest version of InnoCare Software

• InnoCare Software Download

8. Restart your Modem and/or Router

• Locate the physical device that provides internet to your Clinic
• Unplug the power for 30 seconds
• Plug the power back in
• Wait 60 seconds for the internet to come back online

*****
If you are still having issues after following the steps above, continue here to gather information for us:
*****

A. Verify Internet Speed

• Speedtest
• Begin Test
• *Wait for it to finish*
• Share Results
• Copy
• Paste the link to an email to support@innocare.ca

B. Computer Hardware/Software Information

• Start
• Right click Computer
• Properties
• Take a screenshot of this page
• Send screenshot to support@innocare.ca

C. Java Information

• Start
• Control Panel
• Java
• About...
• Take a screenshot of this page
• Send screenshot to support@innocare.ca

D. General Information

• Are all computers in your office slow/disconnecting or just some?
• Are all actions slow in InnoCare Software or just some actions? Which ones?
• Are you using Wireless internet?
• Submit the answers to support@innocare.ca