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Patient Portal Troubleshooting

Below is some general guidance if you experience issues with the Patient Portal. Also see eServices: General Troubleshooting.

Note: If you used the Patient Portal in version 13.1 or earlier and update to a newer version, old patient passwords will no longer work. You will need to generate new passwords, and redistribute to patients.

Patient Portal Error Messages
Internal server error. Please notify the dental office to call support or try again later.
Solution: This occurs when a patient logs in and the service has a problem connecting to your database.

  1. Check that the server computer (or the system where the service was installed) is on and running. When the server is off, patients will receive this message since the Listener Service is not running and there is no access to the database.
  2. Open the Service Manager (see Step 2) and verify the OpenDentCustListener service is running. If the service manager is stopped, try and restart it. If it fails to start, access the Event Viewer.
  3. If the service is running and you still have this message, it is likely an issue with your firewall. See Firewall Troubleshooting.

error code 104
Solution: This occurs when, upon installation of the service, the first heartbeat hasn't registered with Open Dental servers. To troubleshoot:

  1. Verify that the service is running on the system where the service was installed. See eConnector.
    • If it isn't, then select it and try to manually start the service. If it starts successfully, try the link again. If the error persists continue to step 2.
    • If you receive an error, then access the Event Viewer.
  2. If the service is running, check the internet connectivity.
    • If the internet is working proceed to step 3.
    • If the internet isn't working, check all connections. If needed contact your IT professional or call your internet service provider.
  3. If you have anti-virus software running, try momentarily disabling it and try the link again. If this solves the issue you will need to make an exception in your anti-virus software for the port the Listener Service is using (typically 25255). If this doesn't fix the problem contact us for further troubleshooting.

Error Code 103
Solution: The practice is no longer on Open Dental support and thus the registration key is no longer active or valid. Contact us to sign back up for support.

Error: Your provider has not set up this patient to view the Continuity of Care Documents. Please contact your provider.
Solution: This occurs when the patient tries to access the Care Summary (CCD) in the portal. Generally this only happens when the guarantor is viewing a dependent's care summary. It means that information required for the care summary is missing from the patient's chart (birth date, phone number, and address). Check that the patient in the care summary has birth date, phone number, and address fields filled out (Edit Patient Information window). Another possible cause is that required code systems aren't imported. See Code System Importer to import all coding systems (EHR needs to be turned on to import).

Login Failed
Solution: Patient likely entered the wrong user name or password. Verify the patient's user name and reset the password if needed (see Grant Access to the Portal). The next time the patient logs in to the portal, they can change their password so it is unique and known only to them (see What the Patient Sees, Change Password).

CCD generation failed to load, please contact your provider.
Solution: This happens when the patient tries to access the Care Summary but you have not imported code systems into your database using the Code System Importer. Import all code systems except CPT codes.

File not found
Solution: This can occur when patients attempt to access Web Mail attachments or statements in the Patient Portal

  • Make sure the eConnector is installed on the same computer as the OpenDentImages folder.
  • If you have a single location: Check each office computer to see if any workstations can access the file locally. If one or more workstations can, but the server cannot, verify the path to the OpenDentImages folder that is being accessed. It should be the same folder for all workstations and the server. If different folders are used, images may be stored in different locations, thus requiring the different folders to be merged into one OpenDentImages folder.
  • On the machine hosting the eConnector, go to the Services Console. Search for the OpenDentaleConnector, right click and select properties. Select the Log On tab, then select This Account. Enter the username and password of the windows administrator. Restart the eConnector, then refresh the patient portal.
  • If you have multiple locations: If using CEMT and/or connecting to separate locations via Middle Tier, it is possible the document was saved in a directory not accessible to your office (e.g. a directory at a different location). See Middle Tier for advice regarding the OpenDentImages folder and requirements for multiple location access.

Error: CallMethod, unknown class: BlobFileSTs.DownloadDocument
Solution: This occurs if updating Open Dental from a computer that does not have the eConnector installed. Run the setup file in the OpenDentImages folder. Make sure to disable the eConnector service on the workstation that performed the initial update if it was installed.

Error: OTK Creation Failed. Authentication Error.
Solution: This occurs when attempting to access Patient Portal online payments. Your XWeb credentials are incorrect. You may need to contact XCharge to verify your credentials. See XCharge Setup for information on entering your XWeb credentials.

Error: OnlinePassword in 'where clause'.
Solution: The eConnector is on the wrong version. Run the setup file again on the eConnector host PC then try starting the eConnector.

Error: Type Error: Cannot read property [property]'[property name]'.
Solution: The eConnector may not have been updated during the last update. Rerun the setup file on the eConnector host PC and restart the eConnector.

Error: The parameter 'address' cannot be an empty string. Parameter name: address.
Soluton: Set up a reply address. Click Setup, Manage, Email. Double click to edit an existing email address or add a new one. In Outgoing Email Settings, make sure there is an email address in the "Email address of sender" field.


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