This page contains troubleshooting instructions for your ABILITY | PC-ACE software. If you’re still experiencing difficulties with your software after troubleshooting, contact our Customer Support Team.

ISSUE: Claim is missing data when previewed or printed

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.”

Cause
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.

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. Select the “Security (Enhanced)” category.
  3. Click the “Add Folder Path” button. Browse to and select the local “winpcace” folder (typically, “c:\winpcace”). Click the “OK” button. You should now see this folder path in the Privileged Locations list (e.g., “c:\winpcace”).
  4. Click the “OK” button to save this change. Exit the Adobe Reader program.

You should now be able to print claims normally.

ISSUE: Claim printing stalls with Adobe Reader X and later versions

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.