Below is some general troubleshooting help if you experience issues with the eConnector or other eServices. For steps that relate to a specific eService, refer to the service's troubleshooting page.
To fix, follow these steps in this order. If one step doesn't fix the issue, proceed to the next.
Open Dental may generate an eConnector Error alert because of the following issues.
In version 17.3 and earlier, these issues caused the eServices menu item to turn yellow.
To remove the alert, mark it as read or delete it. Or acknowledge errors (in the main menu click eServices, eConnector).
Could not reach HQ. Please make sure you have an internet connection and try again or call support. Unable to connect to the remote server.
error code 200
This can occur when trying to access a web page in the Patient Portal, Mobile Web or Web Sched, but the link has been edited in the browser. Retype the URL in the browser address bar using the exact URL provided for the eService in eServices Setup. If the issue persists, contact us.
Failed to access registry
This can occur during installation of eConnector. Log into Windows as a user with higher privileges (e.g. administrator) or manually install the eConnector.
Failed upgrading to the eConnector service: Unable to install the service.
Run the Open Dental setup file on the eConnector host computer and try the installation process again.
Listener Version does not match Program Version
The service was not stopped prior to updating Open Dental. In the Service Manager, stop the eConnector, then reinstall Open Dental.
Message from: server - Unable to connect to any of the specified MySQL hosts
Try to start the eConnector manually.
Internet Explorer can't display this page
Use a different browser.
This is not an error...
Ignore this error.
Inner Thread Loop Failed
Ignore this error.
ValidatePatientPortal registraton failed
This indicates that registration failed due to the previous error in the Event Viewer list. Check the previous error to troubleshoot.
(in a logger folder) Object reference not set to an instance of an object
Update to the latest stable version.
No immortal socket connection found for RegistrationKeyNum...
Open Dental headquarters cannot communicate with your eConnector. Follow the eServices are not working steps at the top of this page.
Error: MethodWebSchedRSs, unknown method: GetHeaderInfo.
Re-run setup file for current OpenDental version on server. There are likely missing .dll files for the eConnector that were missed on the initial update.
I recently changed my Listener Port or my IP address. Now I am unable to access eServices.
If you have bookmarked the long version of the URL used by the eService, it may be causing this issue. (e.g. for Patient Portal or Mobile Web), this may be causing the issue. This was a version related issue. We recommend updating to the latest stable version or bookmarking the short URL instead. Typically the short URL generated by Open Dental will look something like this:
There are often issues communicating through firewalls when eServices are set up on a host computer. Below are some instructions for making an exception in the Windows firewall to allow communication. Make an exception in the Window firewall for the eConnector application. See eConnector Firewall.