The screen message that the password is incorrect is specifically related to the username and password which is entered within Denticon. If the information that is entered during the login attempt does not match Denticon’s records in some way, the screen message appears.
The username and password are not case-specific. It does not matter how the Denticon username and/or password is entered during login regarding upper/lower case characters. What does matter is that the username and password are exactly as recorded in Denticon.
Many times, a user (even the Denticon team) speeds through entering a username and password, which sometimes create the same screen message. As a result, the login may have transposed or missed characters during the login attempt.
A great way to check how a password is input by the user is to open a word processing program (i.e., Word, WordPad, NotePad, etc), and enter the login information. The word processing program, so many times, allows the individual to realize the potential mistake.
NOTE: For security and HIPAA compliance, the user password may be reset only by the office administrator. The office administrator may be the owner/dentist or the owner’s designee, as determined per security group membership rights. The Denticon Support team does not reset office user passwords.