Mobile Web Troubleshooting

Below is some general guidance if you experience issues with the Mobile Web. Also see eServices Troubleshooting.

Issue: Mobile synch appointments are not synching with the server.

Troubleshooting suggestions:

  1. In mobile synch preferences, make sure the Minutes Between Synch value is not 0 (because stops automatic synchronization). See Mobile Synch Setup,
  2. Make sure the eServices Setup window, Mobile Synch tab is not open on the server.
  3. Make sure the computer set to synch from has internet connection.
  4. Run a Full Synch. (Depending on the size of your database, this process can take a very long time)
  5. If you still are experiencing an issue, contact us. We are happy to help you update to Mobile Web.

Issue: Planned and/or unscheduled appointments appear in the Appointment View after visiting a patient profile with planned/unscheduled appointments. The provider filter does not work as intended.

Solution: Press Menu, Refresh.

Customer not registered for MobileWeb Monthly Support

Solution: This can occur when a user clicks Get URL in eServices Setup, Mobile Web. Contact support to sign up for Mobile Web.

Strong passwords must be turned on. Go to Setup | Security to turn on strong passwords.

Solution: This can occur when logging into the Mobile Web. In Open Dental Security, check Passwords must be strong. Then have staff change their passwords to strong (at least 8 characters with at least one number and one uppercase letter).

Login Failed

Solution: User likely entered the wrong user name or password.