We get lab results in PDF format. The files open fine with Adobe Acrobat Reader, Chrome, and Edge. However, when we put them into patient documents, they will not display. We get an error stating “The File cannot be previewed. to view the file, download the file.” Downloading it does work and allow it to be viewed in other software, but this is a major inconvenience and time waste for our staff. Some PDF files DO work in the patient documents, but most of the PDFs from our labs do not. We’ve tried all the different viewer options in patient documents. If we switch to the web mode, they open just fine.
I’ve had a couple calls with support on this. We have verified that it’s consistent, on every computer here. We do have Acrobat installed and set as default, but in ECW patient document settings it says that Acrobat isn’t detected.
Support has said they must be defective files and we need to have the lab companies fix their documents. Considering every other software we try opens them just fine (including ECW in web mode), I think it’s an ECW bug.
Has anyone else run into this? Anyone have better workarounds? For now, the staff is using web mode when they know they need to look at lab results, but it’s extra clicks every time. It’s less of a hassle than downloading and opening in other software, but still a hassle.