Troubleshooting ABILITY | PC-ACE

Claims printed in ABILITY | PC-ACE using the image overlay (Adobe Reader) method come out blank (form present, but data missing). When previewing claims in Adobe Reader, a message banner is displayed which reads, Data from this site is blocked to avoid potential security risks. Click Options to receive this data if you trust this document.

A security-related change made in a recent Adobe Reader update is responsible for this problem. Adobe Reader now requires that local folders be added to a Privileged Locations list in order to identify documents printed from these folders as safe. This problem may impact users running Adobe Reader 8 or later who print claims using the image overlay method.

Follow these simple steps to permanently resolve the problem:

• 1. Execute the Adobe Reader from its desktop shortcut or the Windows Start menu Programs folder.
• 2.Select the Edit and Preferences items from the Adobe Reader’s main menu. Select the Security (Enhanced) category.
• 3. Click the Add Folder Path button. Browse to and select the local winpcace folder (typically, c:\winpcace).
• 4. Click the OK button. You should now see this folder path in the Privileged Locations list (e.g., c:\winpcace).
• 5. Click the OK button to save this change. Exit the Adobe Reader program.
You should now be able to print claims normally.

ABILITY | PC-ACE stalls indefinitely when printing claims using the image overlay (Adobe Reader) method. You might have this problem if you have recently installed or upgraded to Adobe Reader X (version 10.0) or a later version.

Cause A security-related change made first in Adobe Reader X is responsible for this problem. Adobe Reader now supports a protected mode launch option which, when enabled, interferes with the interaction between ABILITY | PC-ACE and Adobe Reader.

Resolution Follow these simple steps to permanently resolve the problem:

• 1. Execute the Adobe Reader from its desktop shortcut or the Windows Start menu Programs folder.
• 2. Select the Edit and Preferences items from the Adobe Reader’s main menu.
• 3. Select the General (Adobe Reader X) or Security (Enhanced) (Adobe Reader XI or later) category in the left panel.
• 4. In the Application Startup (Abobe Reader X) or Sandbox Protections (Adobe Reader XI or later) control group, un-check the Enable Protected Mode at startup option and click the Yes button to acknowledge the warning message.
• 5. Click the OK button to save this change. Exit the Adobe Reader program.

You should now be able to print claims normally.