Some adjustments were made in the 10/2025 update of Cloud 9. This has to do with making adjustments from a patients ledger. The adjustments that were made are as follows:
• Posting a contract adjustment is now locked when the contract editor is open by a single user (Insurance and RP).
•Posting a Balance/Refund adjustment is locked when the contract editor is open by three different users (Insurance and RP).
• Posting a Transfer adjustment is locked when the contract editor is open by three different users (Insurance and RP).
What does this mean?
This means that if another staff member has the contract open in Cloud 9 while you attempt to post a Contract Adjustment, an error will appear. The error will look like this example: 'It is not possible to post an adjustment for this contract while it is being edited by user, (Username last and first name) on computer 'a4c869d7-1c27-64e9-5de3-a46809abc9ea.' Please close the contract editor and try again. (Example error screenshot below.) This means there is a lock somewhere because someone is still logged into the contract.
At this point, you would want to make sure all staff are out of the patients contract and try again.
What if all staff HAVE exited the contract, and I still get this error?
If all staff have exited from the contract, you would want the user mentioned in the error to go into View > Release Locks and release the locks for both instances and computers. This will be two times releasing the locks.
Then you can clear your cache and cookies: instructions can be found here, and log back into Cloud 9 to try again.
What if I try this step and I am still getting the error?
If the above steps do not resolve the issue, we can investigate this further. In this example, the Receptionist is shown to be in the contract.
I will look for the computer id of '8059fdaf-of63-952d-86b4-125b972e293c.' To do this I will go into View > Login History and check the computer ids to find where the Receptionist is still logged in. You can see this below.
To resolve this, click the line item and then click end session. This will log the user out, and allow you to make the contract adjustment. You may need to refresh your Cloud 9 and log back in.
If you are still having issues, please contact Support. We can release all locks and would be happy to assist further on this.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.