Troubleshooting

Below is troubleshooting information for common issues associated with installations of Open Dental.

We only support MySQL 5.5 in our installer. Any other versions of MySQL are not supported by Open Dental and may cause issues with your database. In addition, MySQL must be installed using myISAM default engine, not InnoDb. This can be configured in the my.ini file.

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Installation

Install the Trial Version first. Once you are ready to purchase the full version of Open Dental, call us for the registration number and to update to the full version.

When the update is complete, install Open Dental on your workstations. See Install on Workstation.

Crashes Immediately

If Open Dental crashes immediately upon startup, first make sure that both required dot Net ( .NET ) versions are installed.

If the problem is on a single workstation, and Open Dental crashes on startup, or as soon as you select a database, it is possible that DirectX or OpenGL is not installed or working properly. Go to another workstation, then in the Main Menu, click Setup, Advanced Setup, Computers, then use simple graphics on the computer instead.

If Open Dental crashes immediately after the splash screen and without any useful error message, you may not have the Arial font completely installed. From the Control Panel, open Fonts, Arial. Look for Arial or Arial Regular. Not Black, Narrow, Italic, Bold or any other variation, just plain old Arial. If it's not present, then install Download and run this file from Microsoft: EUupdate.exe.

MySQL Issues

Unable to Connect to MySQL Host.

You've installed Open Dental according to the directions and when you get to the Choose Database window and click OK, it says, "Unable to connect to any of the specified MySQL hosts". It's best to contact us at this point and let us troubleshoot the problem for you over a high-speed internet connection. If you'd rather try it yourself, here are some troubleshooting ideas.

On the Server: If Open Dental is working on the server but not on a workstation, then it could be a firewall issue.

Operating System: Make sure you are using a supported operating system.

MySQL Service: MySQL needs to be running to be able to connect.

  1. If the MySQL service is not running, go to Services and try to start it.
    • Click Start and right click Computer.
    • Select Manage.
    • Double click Services and Applications, then double click Services.
    • Find MySQL in the alphabetical list.
  2. If the service won't start, an antivirus program or backup program may be interfering.
    • Temporarily disable your antivirus or backup program to see if this is the issue. After testing, always make sure that some form of antivirus software is reinstalled, either the same one, or a different brand.
  3. Try to reinstall the MySQL service. It may not be installed correctly. See Trial Version or contact support.

Proper Installation: Correct installation is crucial to the success of MySQL.

Database Files: Make sure the database files are in the right place with no improper nesting.

Read Only Database: Are your database files set to read only? The Choose Database window may tell you, Database is present but not accepting commands instead of database not present.

As a last resort, try to install Open Dental and MySQL on a different computer.

When using RAID on initial installation or migration, you get a MySQL error 1067 or error 87

This problem can occur when the MySQL program files are on a GPT partitioned drive. Add 'innodb_flush_method=normal' to the my.ini file, then start the MySQL service

Graphics Card

This is a fairly rare error.

In the Choose Database window, clicking OK causes the window to disappear without any error message. Then while the program itself is starting up and before any of the modules show, the program crashes with an error message. The detail text of the error message might look similar to this:

************** Exception Text ************** System.AccessViolationException: Attempted to read or write protected memory. This is often an indication that other memory is corrupt. at Tao.Platform.Windows.Wgl.wglMakeCurrent(IntPtr deviceContext, IntPtr renderingContext)etc...

The key words to look for are "Tao.Platform.Windows". This indicates a bug in the graphics card driver rather than our software.

The graphics card involved will always be an ATI card, usually integrated. The error is happening as our 3D tooth chart is attempting to load. The best solution is to try to update the graphics card driver.

Text is Cut Off or Windows Not Displaying Properly

The Windows display font size setting is too big, so now the button text and other text in Open Dental does not fit inside the controls. It typically looks like the bottom of some windows are cut off so user cannot click OK or Cancel. Change your DPI setting to 100% (96 pixels per inch), then restart your computer if necessary.

Other Problems While Using Open Dental

  1. Run Database Maintenance.
  2. Make sure you are using the most current version. See Update to check. If a new build is available for your version, update.
  3. Run Database Maintenance again, since improvements are constantly being made to it.
  4. Did you use our installer to install MySQL? If not, see the MySQL Server Variables.
  5. Read the manual carefully so that you completely understand how the program is supposed to function. If you are using the most current version, and you think you found a bug, let us know. We generally only accept bug reports from users who are on a support plan.