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Common Troubleshooting Topics, Causes, and Solutions
The following table summarizes common issues, causes, and more explanation, where applicable.
Why am I getting orphan and/or not-requested test results?
Possible Causes
Your practice did not create a lab request within
Cornerstone. Therefore, when test results were
downloaded, there was no corresponding test request
to match with the test result.
Solutions
Follow the steps in this guide for Resolving Orphan
Results or Resolving Not Requested Results.
To avoid this problem in the future, create a request
(and a test order) by using any of the methods
described in this guide.
Creating a test order in any of the following ways will
cause orphan results:
• By selecting Activities> Lab Work > Create IDEXX
LabREXX Test Request Form
• By filling out a paper form
• By generating the form on vetconnect.com
If you used one of the methods above
because you could not find a test code in
the Cornerstone test list, you may need to
download the most recent list of tests. See
“Updating the Directory of Services.”
Your practice called Laboratory Customer Support to
have results resent but the pending request no longer
exists in Cornerstone.
Follow the steps in this guide for Resolving Orphan
Results or Resolving Not Requested Results.
Multiple pending requests were created for the same
patient. When the results come into Cornerstone,
the software did not know which pending request to
match. (This is only applicable for earlier versions of
Cornerstone—version 7.5 or earlier.)
Follow the steps in this guide for Resolving Orphan
Results or Resolving Not Requested Results.
One or more profiles is incorrect.
Consult your lab specialist for assistance with
troubleshooting profiles. Call 1-800-695-2877 and
select Cornerstone, then Cornerstone Lab Support.
Cornerstone must have a pending request to match
with the results. It is important to determine why the
pending request no longer exists, so you can take
appropriate action. For example, if the original result
was downloaded successfully, then the status of the
request was changed to “completed.” Or someone
may have inadvertently deleted the pending request.
Cornerstone 8.3 Reference Laboratory with IDEXX SmartLink Technology • Page 35