Import Troubleshooting

Read the configuration directions carefully to make sure the import is configured correctly. The most common problem is the biometer losing its export configuration or never configuring a new installation to do the import.

The biometer needs to be on.

You do have to click buttons to make the import happen. It doesn't happen automatically. Those buttons are LOCATE PATIENT -> IMPORT PATIENTS -> OK.

When importing, you can choose to import just the last 7 days, 30 days, or all time. Please try ALL TIME.

In HICSOAP, remove and then add back the biometer to your list of biometer to import from.

Sometimes when a biometer's export folder is not accessible, HICSOAP gets "unhappy". So, for example, if you had 2 biometers and one was turned off then that could cause problems even if you didn't want to import from that particular biometer. Verify that all import sources are available. You could temporarily remove them if they are not currently available.

Improvements to the importing have been made in recent releases. Update to the latest version.

Follow General Troubleshooting Guidelines. Doing a database repair is the most important step.

One possible cause of a problem with the data of a particular patient is "strange" characters in the name. Please verify that you are just using letters and numbers in the patient's name. Apostrophes, parentheses, and other characters that are not numbers or letters could cause a problem.
If you determine that a person's name does have a non-letter in their name in the biometer, simply editing their name in the biometer will not necessarily fix the problem. For example, in the Lenstar if the patient's first name is entered as
William "Bill"
that will cause an import problem. If you edit it in the Lenstar to simply be
William
that will not automatically update the information in the exported XML file in the export folder. In this case you should delete the corresponding XML file and then manually re-export that patient.

Verify that the problem isn't caused by having duplicate or repeat patient names.

Install HICSOAP PROFESSIONAL on another computer configured with a blank/empty database and try importing from there.

Except for older IOL Masters, a .XML file is exported by the biometer for each patient

1. Verify that a small text file is created in the export folder for each patient that is scanned by the biometer. If the file for a patient does not exist then the problem is with the configuration of the export in the biometer. If the file for a patient is there and the patient has not yet been imported into HICSOAP and you are not able to import into HICSOAP then the problem lies with HICSOAP or possibly with the data of that particular patient.

2. Remove problematic files - Sometimes one or more of these files can be corrupted or contain incomplete data. Sometimes the specific files are mentioned in the error message and removing those files from that folder fixes the problem.  In fact, you could move all the files out of the export/import folder.

Verify that the model of IOL MASTER that you have matches what HICSOAP thinks you have. For example, the IOL MASTER 700 is different from just the IOL MASTER when importing.

For older IOL MASTERs Copy the file, IOLMasterExportData.mdb, to the DESKTOP and try importing directly from that file.

Verify that you can access the Import/Export folder using File Explorer.

Verify that the folder configured in EyeSuite to export to matches the folder that HicSoap is importing from. The default folder and the one used in the configuration instructions is "c:\HolladayII".

Although it's technically possible to import using a computer other than the LENSTAR computer if there are difficulties importing then only use the Lenstar computer for importing