Summary: When attempting to manually post a credit card payment, the Manual Entry button is not visible or does not appear on the screen.
This issue most commonly occurs when the Windows display resolution or scale settings are not configured correctly. If these settings exceed supported values, Denticon may not fully render all buttons, including Manual Entry.
Basic troubleshooting steps:
Please confirm your computer’s display settings match the recommended Denticon configuration shown below.
Recommended Display Settings (Windows)
From Settings → System → Display, verify the following:
From Settings → System → Display, verify the following:
- Scale and layout
- Scale: 100%
- Display resolution
- 1920 × 1080 (Recommended)
- Display orientation
- Landscape
Important: If any display setting is changed, you must refresh the system by closing and reopening your browser or logging out and back into Denticon.- Scale and layout
Verify Browser Settings
After confirming display settings:
- Open Chrome or Edge
- Set Browser Zoom to 100%
- Keyboard shortcut: Ctrl + 0
- Refresh the Denticon page
Browser zoom above 175% is not supported and may cause UI elements to be hidden.
Additional Tips
- Use Denticon in full‑screen mode
- Avoid browser zooming to adjust visibility
- System‑level display settings should always be used instead of browser zoom
If the Issue Persists
If the Manual Entry button is still not visible after confirming the recommended display settings, browser zoom settings, clearing browser cache, and completing browser troubleshooting:
- Test Denticon from a different workstation to determine whether the issue is isolated to a specific computer.
- Confirm whether the issue occurs for multiple users or only a single user account.
If the Issue Persists for a Single User
If the issue continues to occur for only one specific user after all troubleshooting steps have been completed, there may be corruption within that user's Denticon profile.
As an additional troubleshooting measure, an office administrator can temporarily inactivate the affected user account and then reactivate it. This process can help refresh the user's profile settings and may resolve user-specific display or functionality issues.
Important: Before making any changes to the user account, verify that the issue is isolated to a single user and is not affecting multiple users within the office.
Contact Planet DDS Support
If the issue remains unresolved after completing the above steps, contact Planet DDS Support and include the following:
- A screenshot of the Windows Display Settings
- A screenshot of the Denticon screen where the Manual Entry button is missing
Providing these screenshots will help the support team identify any display, user-profile, or environment-related factors that may be preventing the button from displaying correctly.