NOTE: Only a user which has Administrative rights to settings is able to reset user settings. For HIPAA compliance, Denticon’s Support Team does not assist a user with accessing the program. Likewise, Denticon’s Support Team does not reset or edit office security settings.
There are several possibilities why the user is unable to access the Denticon program.
Each of these situations generate a screen message to guide the user why there is a problem accessing the program.
Invalid user name
- Screen message: The user name you are using is not a valid user name. Please contact your office administrator or dentist/owner for assistance with your login settings
- The user is not inputting the username which is recorded in the Denticon program in setup/security/users.
- The office Administrator should confirm the attempted username is correct, per the information in setup/security/users.
Invalid password
- Screen message: The password for this user name is not valid. If you are not sure what your password is, please contact your office administrator or dentist/owner for assistance with your login settings
- The password which the user is attempting does not match the password which is recorded in Denticon in setup/security/users.
- Someone with account administration rights should work with the user, resetting the user's password within setup/security/users.
- For HIPAA compliance, once the user has successfully gained access, the user should immediately reset the password to something only the user knows via setup/security/change my password.
Logging in outside of allowable hours, or on a non-allowed day
- Screen message: You are not allowed to login at this time. Please contact your office administrator or dentist/owner for assistance with your login settings.
- The user is trying to access outside of days/hours that the administration has defined for the user in setup/security/users screen.
- The office Administrator should confirm the attempted days/hours are correct, per the information in setup/security/users screen via the Login Tab.
Inactive user
- Screen message: The user name you are using is not active. Please contact your office administrator or dentist/owner for assistance with your login settings
- The user has been marked as an inactive user by the account's administrators in setup/security/users.
The security code - ReCAPTCHA does not mean that the user is locked out of the program. Instead, it indicates that the user has tried 3+ unsuccessfully. For HIPAA security purposes, Denticon requires the security code information so that the user proves that there is a human actually attempting to gain access to the patient records.
