Help Menu and General Info

Denticon Login

• How can we update our Browser?
• Denticon Login Screen Update 10/05/2023

Support

• I am a Denticon user who also has Apteryx. How can I see my support tickets for both products?
• How can I reach Denticon's Customer Care Team for Support?
• How to reach Support: Guide to Support Tickets
• Our office staff uses Denticon’s Help Portal Ticket System to make inquiries and ask questions. Why is the communication being sent to the user’s personal email address, instead of to the user’s office email address?
• When I submit a ticket in the Help Portal, I can choose if a Denticon team member may login to help me. How does this work, especially related to HIPAA?
• I want to review previous Release Notes. How am I able to do so?

Working Remotely

• Using Denticon to Work Remotely
• ADA COVID-19 Billing and Coding Guidance including Teledentistry

Outage Contingency Plan

• Sometimes we are directed to log into Backup.Denticon.com to obtain routing slips and appointment details, how do I perform this?
• How are we able to prepare for a potential internet or electrical outage?

Articles

• How am I able to review my Denticon monthly billing invoices?
• We need to change the credit card which is used for our monthly Denticon services. How are we able to change our credit card information?
• How can I understand the “My Invoices” screen?

Security

• I received an error message that a Data Breach on an app or site exposed my password and Chrome recommended that I change my Denticon password. What does this mean and what should I do?
• How does Denticon protect my data?
• What cyber security protocol does Planet DDS use in order to prevent hacking of its software products?

Denticon on mobile devices

• How can I use Denticon on the iPad?
• How does Denticon function on an Apple computer or device such as a Macintosh, iPad, or iPhone?

Denticon FAQ's

• What Screens have been updated with the new User Interface?
• How to navigate changes to Denticon's New User Interface
• Provider Production Goals Setup FAQ
• Special Characters in Denticon
• What if my internet goes down?
• How do you handle data back up?

See all 17 articles

Data Backup

• We understand that the office information (patient and transaction data) is backed up to a server for security and safekeeping. How often is the data backed up?

GDPR (EU General Data Protection Regulation)

• How does Planet DDS / Denticon comply with the new requirements under the EU General Data Protection Regulation (GDPR)?

Feature Requests

• I have a product suggestion for a program enhancement. How do I submit my recommendation?

Access Problems

• Troubleshooting Scheduler Issues
• Steps to determine if your ISP is having an outage
• I’m having trouble with some of the Denticon functions. Is there a “one thing” magic key to making my experience better?
• Sometimes our internet connection slows down; therefore, Denticon seems unresponsive. What can we do to check our side, to help determine if the issue is ours or Denticon’s?
• We notice varying rates of speed during the day on the Denticon system, sometimes it's slow while other times we have a quick screen response. It occurs at different times of the day and on different Windows operating systems. Which combination of Windows
• My screens don’t look right. For example, the Patient Overview screen is filled with hypertext links rather than showing icons, the Add New Appointment screen for a new patient shows only the Treatment Plans tab rather than loading the Quick Add tab. What

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Ability to View Pages

• Occasionally, we get an error message: “The main windows of the application is unavailable, so the patient overview information cannot be shown.” What is wrong?
• Is there way you can see the Denticon program bigger, to fill up my computer screen?
• When I access Denticon outside of our office (home, library, etc), I cannot see portions of the program. Mainly, I cannot view the Scheduler window. Why can’t I access all of Denticon outside of my office?
• When we right-click the appointment, the lower portion of the selection is not visible for selection. What do we need to do to correct this?
• When we try to move around in Denticon, we have problems. We never had problems with Eaglesoft. What could cause the problem in my computer?
• When we view the scheduler the appointments appear but the appointments are blank. How do we make the patient and appointment details appear in the appointment?

See all 7 articles

Set Up a Network

• We have several users in our office, all connecting to the internet through the same portal (router, modem). Sometimes, our Denticon screens get “locked up” or the transmission seems very slow. However, anyone can easily access other websites.

Denticon Basics

• I'm unable to single left click an appointment to view the details even though I have rights to do so. Why is this happening?
• We deleted something in Denticon. Is there a way to restore the deleted item?

Denticon Time Out / Log Out

• Denticon seems to kick me out very soon after logging in with a “Session Timeout” message. How can I keep this from happening so quickly?
• Periodically when I’m working in the program, Denticon kicks me out with a “session has timed out” message. Why is this occurring?

Web Server

• Why are the timestamps in Denticon indicated as “Pacific time zone”?
• Why do we see the autofill function occurring when entering information in some areas of Denticon?

Computer Stability

• I have problems with my office hardware. Who can help me?
• My computer system is unstable. How can I correct?

Desktop Shortcuts

• I like to have desktop shortcuts. I’d like to have one for Denticon, too. Are there any restrictions?

Scanning Problems

• Are we able to select a default scanner for scanning documents into our patient records?
• Scanner Troubleshooting Guide
• Unable to scan documents into Denticon after installing the Dynamsoft Service integration.
• We obtained a new scanner. Sometimes, the new scanner does not function correctly. How can we correct?
• Are Fujitsu ScanSnap scanners compatible with Denticon?