Keywords: contract adjustment, adjustment error, release locks, login history, end session
Summary
This article covers the contract adjustment locking behavior introduced in the October 2025 Cloud 9 update. When another user has the contract open, an error will appear indicating the adjustment cannot be posted because another user is in the contract. This article walks you through how to identify who has it open and the steps to resolve it.
About this Update
In the October 2025 update, Cloud 9 introduced locking behavior to prevent conflicts when posting adjustments while a contract is open. Here is what is now locked and when:
• 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 exit out of the patients contract, refresh, log back in, 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, there is a bit more we can investigate this further. In this example below, the Receptionist is shown to be in the contract.
The text states: 'It is not possible to post an adjustment for this contracted while it is being edited by user: Test Receptionist on computer 'Computer alphanumberic id entered here.' Please close the contract editor and try again.'
At this point, the session for the computer id of '8059fdaf-of63-952d-86b4-125b972e293c' needs to be found and ended. To do this, Navigate to View > Login History in Cloud 9 and check the computer ID's to find where the Receptionist is still logged in. You can see this below.
To resolve this, click the line item that matches with the computer ID and then click the red 'end session' button. 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.
What could be causing this to happen repeatedly?
If a user does not log out of Cloud 9 Software by selecting their initials in the upper right corner and choosing Logout from the drop down menu, their session may not close correctly. This can cause the software to still show that person active in Cloud 9 within the contract.
If you are still having issues on this, please contact Support. We can release all locks and would be happy to assist further on this if the above solutions are not working.
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.