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Dragon Medical User Profile Errors

Dragon Medical User Profile Errors can be a real pain:

Have you received these errors? “cannot be accessed” and “break the lock”?

We have a solution for you:

Overview

The following errors can be presented when a user attempts to open a Dragon Medical User Profile:
The user files you have selected cannot be accessed. This could be because you do not have sufficient privileges to use them or because they are currently being accessed by another program.

The local cache files for the user you have selected cannot be accessed. This could be because you do not have sufficient privileges to use them or because they are currently being accessed by another program.

User <name> is locked, and thus cannot be accessed
Your profile is locked. Do you wish to continue?
There can be multiple causes for the above errors.

Solution

Refer to the recommendations listed below in order to eliminate common causes for these profile access errors:
1. Close the same Dragon user logged in at any other workstation(s).
2. Confirm that the Profile folder structure is not being accessed by another application, including Windows Explorer or any text editor. Windows Explorer from any workstation accessing the folder structure can lock the Profile and therefore it should be closed.
3. Check the profile folder structure for any username.lck files, or folder/file names with _DgnRenamed appended.

username.lck
The username.lck file is commonly found under the Profile’s \current sub-folder and can simply be deleted. Search for this string over the entire profile folder structure.

_DgnRenamed
This character string can be appended to the name of a profile sub-folder or file.
It is commonly seen as \[input device]_container\aoptions.ini_DgnRenamed or \current\options.ini.DgnRenamed.
Search for this string over the entire profile folder structure.
 If the unappended file is also present, compare the modified dates for both files and retain the most recent file which will require renaming both files.
 Otherwise, if the unappended file is not also present, simply rename that file by removing the “_DgnRenamed” string.
 If a folder name is appended, simply rename that folder by removing the “_DgnRenamed” string.
Dragon places a lock on the folder structure and certain files while synchronizing, saving, and updating the Profile. The presence of the above appended files/folders means that process was somehow interrupted. The causes include:
 The user shutting the workstation down ungracefully, resulting in Dragon not being able to complete its own proper closure of the user’s profile (most common)
 Network drop-out / latency issues

4. Verify that each Windows user account has the appropriate Read/Write/Modify NTFS permissions to the entire Dragon local/locally-cached, and master roaming folder structure (including the Delete Subfolders and Files permission).
5. Add the proper file exclusions for Dragon Medical to all antivirus/malware/security solftware. This should include the complete profile folder structure for all sub-folders and files:
Windows XP
C:\Program Files\Nuance
C:\Program Files\Common Files\Nuance
C:\Documents and Settings\All Users\Application Data\Nuance
C:\Documents and Settings\\Application Data\Nuance

Windows Vista / 7 / 8
C:\Program Files (x86)\Nuance
C:\Program Files (x86)\Common Files\Nuance
C:\ProgramData\Nuance
C:\Users\<Windows user>\AppData\Roaming\Nuance

Customer’s local cache location (if configured for a custom value and different from the above defaults).

Customer’s master roaming profile location.
6. Temporarily disable Antivirus Realtime or Endpoint protection modes to isolate this as a cause.
7. Eliminate any other application or process from locking that profile folder structure (including Windows Explorer, Dragon Acoustic and Language Model Optimization, Antivirus/Security/Malware software, IT backup software, etc.)
8. Try renaming the locally-cached Dragon profile on the workstation. DMEE (Enterprise Edition) Roaming configurations and DMNE (Network Edition) maintain a copy of the master roaming profile on the client workstation.
9. Review the Windows Event Viewer logs on the client workstation, and if applicable on any servers where Dragon profiles are stored, for evidence of errors or interference with Dragon Medical by another process.
If the problem’s source cannot be identified, then the next time this occurs, Voice Automated Technical Support will need to review the dragon.log file and remote into the workstation to look at the profile folder structure.