We are currently investigating an issue in Net Health Optima (COM) where the application may unexpectedly close during certain export and import activities. This behavior has been observed in the following scenarios:
Exporting reports to PDF from the Reports ConsoleExporting reports to Word or Excel (in some cases)Exporting or batch-printing documentsImporting, uploading, or downloading certain documents
Root Cause Our investigation indicates the issue is related to a Microsoft-maintained runtime DLL. The behavior has been identified on a subset of Windows 11 Pro environments and is not reproducible across all devices.
Current Mitigation Efforts Engineering is actively working on enhancements to Optima’s export and import handling to: Better isolate failures originating from the Microsoft runtime component, and Reduce the likelihood of a full application crash when this underlying dependency fails.
Next Steps The defect has been identified, and work is underway on a permanent fix. We will provide further updates as soon as a resolution is available or as additional guidance is received from Microsoft. Please see the work around below.
Important Note: If you use Single Sign-On (SSO) to access Net Health—typically requiring two-factor authentication when you log in—this workaround will not be available to you. Please use the Print Screen function to capture your reports until the permanent fix is in place.
Important First Step: Who Should Complete These Steps? If you have a local IT department or IT support person: Please forward these instructions to them and ask them to complete the steps below on the computer experiencing the issue. If you do NOT have local IT support: You can follow these steps yourself. Don't worry - we'll walk you through each step with detailed instructions. Steps to Apply the Export Workaround Before You Begin: Make sure you are logged into Net Health before starting these steps. Step 1: Open Task Manager -On your keyboard, locate the Windows key (it usually has a Windows logo on it, located between Ctrl and Alt) -Click in the search bar at the bottom of your screen (or press the Windows key) -Type: Task Manager -Click on Task Manager when it appears in the search results Step 2: Find the Net Health Application -In the Task Manager window, look through the list of running programs -Locate Net Health in the list -Note: It may say "Net Health" or "NH" - look for anything related to Net Health Step 3: Open the File Location -Right-click on Net Health (this means click using the right button on your mouse) -A small menu will appear -Click on "Open file location" -A new folder window will open showing various files Step 4: Locate the Specific File -In the folder that just opened, click anywhere inside the folder -On your keyboard, type: MSVCP -This will help you jump to files starting with those letters -Look for a file named MSVCP140.dll Step 5: Rename the File 1. Right-click on the file named MSVCP140.dll 2. From the menu that appears, click "Rename" 3. You'll see the file name is now highlighted and ready to edit 4. Click at the end of the name, right after the "0" 5. Type: old 6. The complete name should now read: MSVCP140old.dll 7. Press Enter on your keyboard to save the new name Step 6: Close Everything 1. Close the folder window by clicking the X in the top right corner 2. Close Task Manager by clicking the X in the top right corner Step 7: Test the Fix 1. Return to Net Health (it should still be open on your screen) 2. Try exporting or printing your report to PDF or Excel 3. The export should now work correctly