MyTooth - Common Issues and Fixes for Denticon Integration

MyTooth integration with Denticon can fail due to authentication errors, location mapping issues, patient sync failures, booking problems, communication misconfigurations, form management errors, and toolbar or Messaging Hub display issues. This article covers the top 10 reported issues with root causes and resolution steps for each.

Quick Answer

Most MyTooth issues fall into one of ten categories — authentication failure, missing location, patient sync, appointment booking, missing communications, form deletion, toolbar counter, Messaging Hub visibility, slow resync, or magic link errors. Identify your symptom below and follow the matching resolution steps.

Applies To

Product: Denticon (MyTooth integration)
Plan: All plans
Role: All users

Before You Begin

• You must have access to the MyTooth admin portal and Denticon settings to complete most steps.
• Several issues require database-level access to Denticon tables (APPTH, PATNOTES, MyToothSetup, MyToothOfficeMap) — confirm you have the appropriate permissions or involve a database administrator.
• Issues marked Escalate to engineering should not be attempted beyond the listed steps without opening an engineering ticket.
• Do not trigger multiple overlapping master resyncs — this compounds sync delays rather than resolving them.

Steps

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

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.

Expected Result

When complete, the symptom for the relevant issue should be resolved — for example, "Test Connection" succeeds, the location appears in MyTooth, the form note appears in the Denticon patient record, the appointment appears in Denticon, the patient receives the communication, the form/packet is deleted, the toolbar counter reflects current submissions, MyTooth Forms are visible in TWC/Messaging Hub, resync completes, or the patient can access the form via magic link. If the issue persists after following all steps, see Troubleshooting below or contact support.

Troubleshooting

Problem: Steps do not resolve the issue and an escalation threshold has been reached
Cause: Some issues (1, 6, 7, 8, 9) require engineering intervention when the fix is outside Denticon-side settings.
Fix: Check the specific escalation criteria under each issue before opening an engineering ticket. Do not attempt additional steps beyond those listed.

Problem: Patient identity issues persist (Issues 3 and 10)
Cause: Name or DOB mismatch between what the patient entered and what is on file in Denticon — this is the most common cause.
Fix: Verify the patient's name and DOB in Denticon exactly match what the patient is submitting before assuming a system fault.

Problem: Unsure whether MyTooth is writing data to Denticon at all (Issues 4 and 7)
Cause: Sync may be failing silently without a visible error message in MyTooth.
Fix: Query APPTH (appointments) and PATNOTES (form/patient notes) in Denticon for records where UserID = "MyTooth" or CreatedBy = "MyTooth" — these are the primary diagnostic tables to confirm whether MyTooth is writing data into Denticon.

Need More Help?

If these steps did not resolve your issue, contact Planet DDS Support and include the following:

• Screenshot or screen recording of the issue
• Your account name or Practice Group ID (PGID)
• The exact error message text, if any
• What you were doing when the issue occurred

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