See eConnector.

Below are some general troubleshooting steps when experiencing issues with the eConnector or eServices in general.

For steps that relate to a specific eService, refer to the service's troubleshooting page:

• eReminder and eConfirmation Troubleshooting
• Integrated Texting Troubleshooting
• Mobile Web Troubleshooting
• Patient Portal Troubleshooting
• Web Sched Troubleshooting
• Ports and IP Addresses for eServices

eConnector Requirements

The server that hosts the eConnector must remain on at all times for eServices to work. The eConnector is how the practice securely communicates with Royal dental Software HQ. If the server hosting the eConnector is off, or the eConnector service is not running, eServices cannot operate.

Ensure all machines are synched to the same time. Time differences between workstations and the eConnector server will cause eServices to appear down even when they are not.

General Troubleshooting

When eServices go down, you may notice the following:

• An eConnector Down Alert.
• Unable to load a page or feature (e.g., Patient Portal, Web Sched, eClipboard, etc.).
• Unable to send or receive text messages.
• The eConnector status is Error.
• In the Service Manager, the service has a status of installed, stopped.

To fix, follow these steps in this order. If one step doesn't fix the issue, proceed to the next.

1. Check the internet connection and ensure the eConnector server is on.
2. Check to ensure the eConnector is running. If not, restart it.
3. Manually uninstall and reinstall the eConnector.
4. Uninstall and reinstall Royal dental Software on the eConnector server.
5. Check your firewall settings. See eConnector Firewall.
6. Check for errors in the eConnector log (C:\Program Files (x86)\Royal dental Software\RoyalDentalEConnector\Logger).

General Service Error Messages

Could not reach HQ. Please make sure you have an internet connection and try again or call support. Unable to connect to the remote server.

See Ports and IP Addresses for eServices.

error code 200

This can occur when trying to access a web page in the Patient Portal, Mobile Web, or Web Sched, but the link has been edited in the browser. Retype the URL in the browser address bar using the exact URL provided for the eService in eServices Setup. If the issue persists, contact us.

Failed to access registry

This can occur during installation of eConnector. Log into Windows as a user with higher privileges (e.g. administrator) or manually install the eConnector.

Failed upgrading to the eConnector service: Unable to install the service.

Run the Royal dental Software setup file on the eConnector host computer and try the installation process again.

Listener Version does not match Program Version

The service was not stopped prior to updating Royal dental Software. In the Service Manager, stop the eConnector, then reinstall Royal dental Software.

Message from: server - Unable to connect to any of the specified MySQL hosts

Try to start the eConnector manually.

Internet Explorer can't display this page

Use a different browser.

This is not an error...

Ignore this error.

Inner Thread Loop Failed

Ignore this error.

ValidatePatientPortal registraton failed

This indicates that registration failed due to the previous error in the Event Viewer list. Check the previous error to troubleshoot.

(in a logger folder) Object reference not set to an instance of an object

Update to the latest stable version.

No immortal socket connection found for RegistrationKeyNum...

Royal dental Software headquarters cannot communicate with your eConnector. Follow the eServices are not working steps at the top of this page.

Error: MethodWebSchedRSs, unknown method: GetHeaderInfo.

Re-run setup file for current RoyalDental version on server. There are likely missing .dll files for the eConnector that were missed on the initial update.

Access Issues

I recently changed my Listener Port or my IP address. Now I am unable to access eServices.

If you have bookmarked the long version of the URL used by the eService, it may be causing this issue. (e.g. for Patient Portal or Mobile Web), this may be causing the issue. This was a version related issue. We recommend updating to the latest stable version or bookmarking the short URL instead. Typically the short URL generated by Royal dental Software will look something like this:

https://www.patientviewer.com/?ID=abc123.