Quick Answer
Use the tables below to match your DentalOS sign-in symptom to its likely cause and fix. Some fixes require a Super Admin or Group Admin role in DentalOS.
Applies To
Product: DentalOS
Plan: All plans
Role: All users; administrator actions require Super Admin or Group Admin role
Sign-In and Account Setup
| Symptom | Likely Cause | What to Do |
|---|---|---|
| The invitation or setup link no longer works | Invitations expire after 24 hours. Setup codes are valid for 24 hours or until first use. | Administrator: on the Users page, select the three-dot menu for the user, then select Resend invite. For a user with no email, copy the new manual setup link and code and give them to the user. |
| I never received the invitation email | The user has no email address on record, or the email address is wrong. | Administrator: check the email address on the user's profile. If there is no email, use Resend invite to get a manual setup link and code. |
| The sign-in page says my account is disabled or I cannot sign in | An administrator disabled the account. | Contact your administrator. Disabled users cannot sign in. |
| I forgot my password | Self-service password reset may be on or off depending on your organization's settings. | If self-service reset is on, select Forgot password on the sign-in page. If it is off, ask your administrator to generate a password reset link and code from your profile under Security settings. |
| I am locked out after too many sign-in attempts | Too many failed sign-in attempts. The limit is set on the Password tab of security settings. | Ask your administrator to unlock your account. |
| I was told my username changed | Usernames must be unique across DentalOS. A duplicate username gets a suffix added automatically. | Sign in with the new username. Your password does not change. Your administrator can look up the new username. See "What to expect when your organization moves to DentalOS". |
Multi-Factor Authentication (MFA)
| Symptom | Likely Cause | What to Do |
|---|---|---|
| I cannot complete MFA by email | The user has no email address on their record. | Administrator: add the email address on the user's profile. |
| I cannot complete MFA by SMS | The user has no phone number on their record. | Administrator: add the phone number on the user's profile. |
| My phone number or email address changed and I can no longer sign in | The old MFA factor is still enrolled. | Administrator: open the user's profile, go to Security settings, and remove the old MFA factor. Update the phone number or email if needed. The user then signs in and enrolls the new factor. See "Manage a user's MFA enrollment". |
Single Sign-On (SSO)
| Symptom | Likely Cause | What to Do |
|---|---|---|
| Microsoft Entra SSO sign-in fails for one user | The DentalOS username does not match the user's Entra email address, or the email field is empty. | Administrator: make sure the user's DentalOS username is their Entra email address and that the email field on their record has the same address. If the problem is with the SSO setup itself, see "Troubleshoot SSO setup errors". |
Network Access
| Symptom | Likely Cause | What to Do |
|---|---|---|
| A user can sign in from one location but not another | The organization has the IP Allowlist turned on and the user's network is not on the list. | Administrator: add the trusted IP address or range, or turn off the IP Allowlist. See "Restrict access with the IP Allowlist". |
Signed In, But a Product or Access Is Missing
| Symptom | Likely Cause | What to Do |
|---|---|---|
| I cannot see a product or location on the Launchpad | Access depends on the user's role, products, and locations as assigned in DentalOS. | Administrator: open the user's profile, check the Org & product access tab, and confirm the product is enabled for the organization and assigned to the correct organization group. |
| I can open Denticon or Cloud 9 but my permissions are missing | DentalOS assigns product and location access. Detailed permissions remain in each product. | Administrator: in Denticon, review the user under Setup > Security. In Cloud 9, review the user under Edit > Setup > Employees. |
| Apteryx will not open | Apteryx sign-in uses a pop-up window. If your browser blocks pop-ups, sign-in can fail without an obvious error. | Allow pop-ups for the site in your browser, then try again. |
Need More Help?
Contact your organization's DentalOS administrator first. If they cannot resolve the 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
- The username affected and when the issue started