eReminder and eConfirmation Troubleshooting

Below are common questions about eReminders, as well as some troubleshooting steps.

How can I prevent an eReminder being sent for a specific appointment?

See Automated Messaging Advanced Settings to determine which appointment statuses allow eReminders.

How can I prevent an eReminder being sent for a specific patient?

Set the Exclude Automated Msgs setting in the Edit Patient Information. If text or email is selected, the patient will not receive eReminders or eConfirmations via the selected method. Select both to exclude all.

I have clinics, and my eReminders and eConfirmations are not sending.

Check that you have assigned clinics to patients, appointments, and operatories. In addition, in eReminders or eConfirmations, check the option Allow eMessages from Appts w/o Clinic. This will ensure that eMessages are sent for all appointments, even those with no clinic assigned.

Automated eReminders or eConfirmations are not sending.

Solution 1: Ensure that all setup is correct. This can include:

Solution 2: When an automated message cannot be sent, an error is logged. You can access this log to see which patients did not receive reminders. This can only be accessed on the computer with the eConnector installed.

  1. Navigate to the C: drive.
  2. Open the Program Files(x86) folder, then OpenDental\OpenDentaleConnector\Logger\ConfirmationRequests or AppointmentComm.

These folders are only available if an error was logged for eConfirmations or eReminders.

Delivery failure for eConfirmations that include a [ConfirmURL] field.

Some carriers block texts with a URL as spam. Use the [ConfirmCode] field instead.