For version 12.3

  • If you recently upgraded to version 12.3, please contact Customer Success to schedule a CLX Connect update on the Integrations Calendar. 
  • If the error in CLX Connect states Parameters, this means the configurations do not match the support site. Check Base Curve, Diameter, Sphere, Cylinder, Axis, Multifocal, Add Power, Quantity and Color. It will autofill a color, cylinder of 0.00, and product code. This information will be ignored on the updated CLX Connect. Edit the order in Compulink to add/edit the incorrect information > Save > Go to CLX Connect and select Resend (you may need to refresh this page several times before the order comes back).
    • Be sure to remove extra spaces in all fields as well (especially name of product because this will throw off the mapping).
    • Note: Color in Compulink must match Support Site name of color (i.e. Sterling Gray vs Sterling Grey)
  • If the error states the product is mapped correctly, check the mapping in the support site and make sure the lens is enabled. After mapping the lens, go to CLX Connect and select Resend (you may need to refresh this page several times before the order comes back).
  • Is the service running (i.e. CLX Connect able to load)? If not, on start bar and search Services > Select CLX Connect > Start > Go CLX Connect > Set up>Setup > Confirm that the CLX system is running. If it is not, Start the service
  • If the order is not coming to CLX Connect at all:
    • Make sure CLX is the selected Lab.
    • Underneath the Lab selection the sent date field needs a date selected.
    • In CLX Connect go to Setup > Table Mappings > Exam Date is set to DONE (if it says DATE they never had the exam date field and you do not need to add back into Compulink)
    • The Exam Date field is filled out (if they do not have an exam date field, it will need to be added....sometimes Compulink updates will delete this)
    • Make sure your location is enabled in CLX Connect for ordering (go to Setup > Locations)
    • See what version your .Net Framework is on (must be 4.8). If it is below, your IT will have to update your server (ask CLX DEV team for help with this)
  • If the error in CLX Connect states not valid Date&Time String, this means the Exam Date is missing on the ordering screen. Edit the order in Compulink to add the Exam Date > Save > Go to CLX Connect and select Resend (you may need to refresh this page several times before the order comes back).
  • If the error in CLX Connect states address or phone invalid, this means the address information or patient phone number is not entered in the correct format. Edit the order in Compulink to add the Exam Date > Save > Got to CLX Connect and select Resend (you may need to refresh this page several times before the order comes back).
    • Address must include zip code in 5 digit format (no dash). Telephone and email address are not required. However, if they are entered make sure they are complete and in the correct format (i.e. phone number as 555-555-5555 and email as test@test.com).
  • If you cannot find the reason why the order has an error, you may need to create a new order, select Add > Forward All and enter in the required information.
  • Lab Dropdown not showing CLX:
    1. If under "Lab" there is a dropdown showing different CL Labs, but CLX is not in that dropdown, go to Utility → Look Up Tables → Spectacles→ Optical Lab → Acct Etc.
    2. Add CLX to the list, multiple times for different offices if necessary (check the other labs in the drop down and mimic that style)
    3. You don't need to worry about any info besides the name and location, leave the rest blank. You are able to do this by clicking Add choose the dropdown to select CLX and add the location number
  • Note: CLX Connect will house all orders that are successful and unsuccessful for 1 day. 7 days of history is available for unsuccessful orders. 
  • If the Exam Date does not appear after a update with Compulink please follow the steps below.

    • Go to Utility > Customize Screen/Table Structure/rules > Screen Builder > Contact Lens Rx 

    • Select the template that the practice is currently using.  

    • If the Tab is not USER owned, you will need to duplicate the template (after selecting the appropriate template, click Tab > Duplicate)

      1. Note: You cannot edit a CBS owned template, must use the user owned template 

    • Copy the "Rx Date" dropdown field and paste this field into the screen builder. Rename DataField as DONE 

      1. Copy and paste the "Rx Date" field name and rename it to Exam Date.

      2. Select Tab and Save before exiting.


Troubleshooting for "old" version of Compulink (i.e. anything less than version 12.3)

  • Most troubleshooting above applies EXCEPT new catalog/lens names.
  • If products are not loading, make sure LENSNAME.txt is in Compulink folder structure (refer to integration doc to find).
  • Be sure to remove 0.00, color clear, etc. (all "extra" information when placing an order)