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MyTooth - Common Issues

Michael Satterfield
Updated

Keywords: MyTooth, Denticon integration, authentication failure, API key, PGID, OID, MyTooth Setup, MyTooth Office Map, patient matching, DPC, magic link, master resync, APPTH, PATNOTES, toolbar counter, TWC, Messaging Hub, production type mapping, online booking

Overview
This article covers the most common MyTooth issues reported by practices, along with root causes and resolution steps. Issues are organized by symptom category: connection/authentication, location setup, patient data sync, appointment booking, communications, form/packet management, and toolbar/messaging integration.

Issue 1: MyTooth Cannot Connect to Denticon (Authentication Failure)

Symptom: "Test Connection" fails during setup, or an existing connection shows as "disconnected" or "revoked."

Possible Causes:

  • Incorrect API Key or Secret entered in MyTooth.
  • PGID not registered in Denticon's MyToothSetup table.
  • Connection status in Denticon is set to "revoked."
  • Denticon API endpoint is unreachable or down.

Resolution Steps:

  1. Verify the API Key and Secret match the values in Denticon's MyToothSetup table.
  2. Check Connection Status in the Denticon DB — it should read "connected."
  3. Re-run the signup or credentials setup script if needed.
  4. Escalate to engineering if the Denticon API endpoint is unresponsive.

Issue 2: New Location Not Appearing in MyTooth After Setup

Symptom: A Denticon office location is not visible in MyTooth after being added.

Possible Causes:

  • The OID has not been mapped in the MyToothOfficeMap table.
  • Master resync has not been performed after the mapping script ran.
  • The location is disabled in Denticon.

Resolution Steps:

  1. Confirm the OID mapping script was run on the production server for the new location.
  2. Log into MyTooth and trigger a master resync.
  3. Log out and back in to refresh the session.
  4. Verify the location is active/enabled in Denticon settings.

Issue 3: Patient Data Not Syncing to Denticon After Form Submission

Symptom: Patient fills out a MyTooth form, but no note appears in the Denticon patient record.

Possible Causes:

  • Patient matching failed — MyTooth cannot match the submitting patient to a Denticon record.
  • Incorrect Patient Matching Scope or Criteria configured in MyTooth Organization settings.
  • Patient record does not exist in Denticon.

Resolution Steps:

  1. Review MyTooth Organization settings — check Patient Matching Scope and Patient Matching Criteria configurations.
  2. Verify the patient exists in Denticon with correct name, DOB, and contact details.
  3. For walk-in patients using a QR code, confirm they entered matching identifying information (name + DOB).
  4. Check the Activity Tab in MyTooth for errors logged against that form submission.

Issue 4: Booked Appointment Not Appearing in Denticon

Symptom: Patient successfully books via MyTooth, but the appointment does not show in Denticon.

Possible Causes:

  • Appointment type is not mapped to a Denticon production type.
  • Provider is not enabled for online booking in MyTooth.
  • No available slots returned due to incorrect slot-finding configuration.

Resolution Steps:

  1. Verify the appointment type in MyTooth is mapped to the correct Denticon appointment type.
  2. Confirm the provider is toggled "visible for online booking" in MyTooth Scheduling settings.
  3. Review the slot-finding configuration for that provider to ensure it aligns with their Denticon schedule.
  4. Check the APPTH table in Denticon for a record with CreatedBy = "MyTooth" — if absent, the write failed.

Issue 5: Patient Did Not Receive Form Link or Confirmation Email/SMS

Symptom: Patient reports not receiving a magic link or booking confirmation.

Possible Causes:

  • Communication settings not configured for the location in MyTooth.
  • DPC not active, or email/SMS settings incorrect.
  • Patient's contact details (email/phone) missing or incorrect in Denticon.

Resolution Steps:

  1. Navigate to MyTooth > Communication Settings for the location and confirm DPC credentials are configured.
  2. Run a test send to verify email/SMS delivery is working.
  3. Confirm the patient's email and mobile number are accurate in Denticon.
  4. Check DPC delivery logs for bounce or failure notifications.

Issue 6: Form or Packet Cannot Be Deleted

Symptom: Attempting to delete a form or packet returns an error, or the delete button is disabled.

Possible Causes:

  • The form/packet URL is currently referenced in an active DPC campaign.
  • The DPC "check usage" API endpoint is not responding.

Resolution Steps:

  1. In DPC, search for campaigns referencing this form/packet URL and remove or update those references.
  2. Once no campaigns reference the URL, retry the delete operation in MyTooth.
  3. Escalate to engineering if the DPC check endpoint is unavailable, to verify deployment status.

Issue 7: MyTooth Toolbar Counter Not Updating in Denticon

Symptom: The MyTooth toolbar icon in Denticon shows 0 or a stale count despite new forms/appointments being submitted.

Possible Causes:

  • Form submissions or appointments not being written with UserID = "MyTooth" in Denticon.
  • Denticon-side toolbar feature not yet deployed or activated for the practice.

Resolution Steps:

  1. Query PATNOTES and APPTH in Denticon for records with UserID = "MyTooth" to confirm data is being written.
  2. If records exist but the counter doesn't update, escalate to the Denticon development team to investigate toolbar logic.
  3. If no records exist, revisit the form-sync and booking-sync steps in Issues 3 and 4 above.

Issue 8: MyTooth Forms Not Visible in Denticon Messaging Hub / TWC

Symptom: The "MyTooth Forms" button in Denticon's Two-Way Communication (TWC) or Messaging Hub screen doesn't show, or returns no forms.

Possible Causes:

  • MyTooth API endpoint for retrieving public form/packet URLs is not deployed or returning an error.
  • The PGID/OID parameters passed to the API are incorrect.
  • No active forms or packets exist for the location in MyTooth.

Resolution Steps:

  1. Verify active forms/packets exist for the relevant location in MyTooth.
  2. Confirm the MyTooth public URL retrieval API is deployed and reachable (accepts PGID/OID; returns Form ID, Name, URL).
  3. Test the API endpoint manually with correct PGID/OID values.
  4. Escalate to engineering if the endpoint is unreachable.

Issue 9: Resync Takes Too Long or Appears Stuck

Symptom: Master resync has been running for an extended period with no visible completion.

Possible Causes:

  • Large practice with many patients, providers, and operatories — resync is expected to take significant time.
  • Network timeout or API rate limit interrupting the sync.

Resolution Steps:

  1. Allow additional time — resync for large practices can take 30 minutes or more.
  2. If resync appears completely stuck (no progress for over an hour), escalate to engineering to investigate API logs.
  3. ⚠️ Do not trigger multiple overlapping resyncs.

Issue 10: Patient Cannot Access Form Using Magic Link

Symptom: Patient clicks the magic link but receives an error or is unable to load the form.

Possible Causes:

  • Magic link has expired or was already used.
  • Wrong patient identifying information entered (name/DOB mismatch).
  • Form or packet has been deleted or deactivated.

Resolution Steps:

  1. Re-send a new magic link to the patient from MyTooth (TWC/MH or admin portal).
  2. Verify the form/packet is still active in MyTooth.
  3. Confirm the patient is entering name and DOB that match the Denticon record exactly.

Notes for Support Reps

  • Escalation pattern: Several issues (1, 6, 7, 8, 9) have a threshold where the fix is outside Denticon-side settings and requires engineering — check the specific escalation criteria under each issue before opening an engineering ticket.
  • Patient identity issues (3, 10) are almost always a name/DOB mismatch between what the patient entered and what's on file in Denticon — verify this first before assuming a system fault.
  • Sync verification tables: APPTH (appointments) and PATNOTES (form/patient notes) are the two tables to check when confirming whether MyTooth is writing data into Denticon at all — useful as a first diagnostic step across Issues 4 and 7.
  • Do not advise customers to trigger repeated manual resyncs (Issue 9) — this can compound sync delays rather than resolve them.