Clearing the application cache is sometimes necessary when the application doesn't appear to be functioning properly with your installation but appears to be functioning well for others at your practice.
In the search bar type %appdata%
This should find a hidden folder with cache folders used by programs on your computer.
Find the folder for your lab:
The folder should be named something like: com.shadowbox.[labname].installer
right-click on this folder and select “Delete”
Open your recycle bin and find the folder that you just deleted:
com.shadowbox.[labname].installer
right-click on this folder and select “Delete”
You will be prompted to permanently delete the folder. Select “Yes”
When you enter the Shadowbox application you will need to enter your user credentials for the application as well as your EMR again just as if you completed a fresh install of the application.
If you are still having issues, please reach out to your specified lab contact for support.