Who This Affects and What Fixes It
This issue affects employees who process credit card transactions through the eClinicalWorks (eCW) web plugin on a Windows computer. The program may complete a few transactions successfully, then freeze — most often when running multiple transactions in the same Windows login session or business day. The recommended fix involves two actions: limiting the browser’s disk cache size through a registry edit, and uninstalling then reinstalling the eCW plugin. Note that both steps were implemented together during testing, so it is not confirmed whether one alone is sufficient.
Step 1: Limit the Browser Disk Cache via Registry Edit
This registry change restricts Chrome’s disk cache to 1 MB, which helps prevent cache buildup that interferes with the eCW plugin. If your office uses Microsoft Edge instead of Chrome, the registry path will differ and should be handled by your IT provider.
- Press the Windows key + R on your keyboard to open the Run dialog.
- Type regedit and press Enter. If prompted by User Account Control, click Yes.
- In the Registry Editor, navigate to the following path:
HKEY_LOCAL_MACHINE\SOFTWARE\Policies\Google\Chrome
If this path does not exist, you will need IT assistance to create it. - In the right-hand pane, look for a value named DiskCacheSize. If it does not exist, right-click in the pane, select New > DWORD (32-bit) Value, and name it DiskCacheSize.
- Double-click DiskCacheSize, set the value data to 1, and click OK.
- Close the Registry Editor and restart your computer.
Important: Chrome may override this cache limit if it determines it needs additional space. If you continue to experience cache-related issues after applying this setting, contact your IT provider for further testing.
Step 2: Reinstall the eClinicalWorks Plugin
A repair of the eCW plugin is not possible for this issue — a full removal and reinstallation is required. This step should be performed with assistance from eClinicalWorks support or your IT provider, as the reinstall process is handled largely on the eCW side.
- Contact eClinicalWorks support or your IT provider and request a full removal and reinstallation of the eCW web plugin on the affected computer.
- Do not attempt to repair the plugin through Windows settings — a clean reinstall is necessary.
- Once the plugin has been reinstalled, log back in to eClinicalWorks and test credit card processing with multiple transactions in the same session.
After Applying Both Fixes
Both the registry edit and the plugin reinstall were applied at the same time during the resolution of this issue, so it has not been determined which step does the most work. It is recommended to implement both. If problems persist or if you are unsure about editing the Windows registry, reach out to a qualified IT provider for assistance.
Need help? Contact Advanced Computer Solutions and we can walk you through the process.
Common questions
Why does eClinicalWorks only freeze after a few credit card transactions?
The eCW web plugin accumulates browser cache data during a Windows login session. Over time, this buildup interferes with the plugin’s ability to process additional transactions, causing it to freeze. Limiting the browser’s disk cache size and reinstalling the plugin addresses this behavior.
Do I need to apply both the registry fix and the plugin reinstall, or will one work on its own?
Both changes were tested at the same time, so there is no confirmed data on whether one fix alone is enough. It is recommended to implement both the browser disk cache registry edit and the full plugin reinstall to give the best chance of a lasting resolution.
What should I do if eClinicalWorks still freezes after applying these fixes?
If the freezing continues, the registry edit can be removed and tested in isolation to gather more information. Contact your IT provider to troubleshoot further. You can also reach Advanced Computer Solutions at https://acsapp.com/contact-us/ for support.