File errors occur when an issue has arisen in the records of your EXACT database. These are critical errors that require immediate assistance from EXACT Support.

⚠️Important: If you are presented with a File Error message, contact EXACT support as soon as possible. Failing to do so could result in data loss.

EXACT File Errors

EXACT databases are based on tables; each table contains a different type of information, such as patient data, appointment information and so on. If an issue occurs with one of these tables and their indexes, you may experience an index error.

⚠️Note: The only way to resolve an index error is for the EXACT Support team to perform a re-index.

💡Tip: A re-index can be a time-consuming process that is performed to re-establish connections between the indexes and tables, linking all the data and information contained inside them correctly.

File Errors

If this message appears, click the Details button to view more and contact the support team for assistance as soon as possible.

⚠️Note: Failing to contact our team immediately upon receiving this error may result in data loss.

💡Tip: Take screenshots of the error messages, as the specific messaging is important to diagnose the error itself.

One of the following errors may be displayed,

Reasons for a Re-Index

The most common reason for a reindex is the corruption of a database, most commonly caused by the sudden shutdown of a server computer, such as a power cut or server hardware issues.

Depending on the error displayed, other factors may be causing the error; these may require the assistance of your IT support provider, depending on the severity of the issue at hand.

Expected Timescale for a Re-Index

Performing a re-index is an intensive procedure, utilising a lot of the operating power of a computer. This means that there are several factors in play that can affect the length a re-index takes to complete.

Factors affecting the length a re-index takes include,

• Server computer operating power, age and health.
• Any other programs running (such as anti-virus, backups, etc.).
• Size of your database.

Unable to Open Files

If you are receiving an error relating to being unable to open files you should;

• Check if a backup is running on your server computer.
  • If one is running, this could be locking the file and causing the error to appear.
• In this instance, it is advisable to stop the backup and restart your server computer.
  • Please seek advice from your IT support prior to stopping the backup and restarting your server.

⚠️Note: IT Support

1. Try to copy and paste the IDX & FS5 tables to see if they can be read/moved on the server.
2. Open task manager by right-clicking the taskbar and click start task manager.
3. Once task manager is open click on the performance tab.
   • Open the resource monitor on the performance tab.
   • Type and search for the file name in the search field within associated handles.
   • Check if the file is being accessed by another program.
   • If you are unable to see any application locking the file try restarting the server.

Additional Information

• It is advisable to only run backups when no-one is logged into or using EXACT as running a backup while EXACT is in use can cause file errors.