Many Open Dental users contacted us on June 16th, 2026 for various outages, including but not limited to eServices, eRx services, and payment processing. After much investigation, we have determined that this service interruption was caused by an update pushed out by Comcast to their SecurityEdge product.
SecurityEdge was installed automatically on each office's hardware and it has flagged one of our domains as a possible threat. As a result, many of our services became unavailable. We have been unable to determine why our domain was flagged and Comcast does not have any way to remove the flag from that domain name.
Users who were affected should disable SecurityEdge. You will need to call Comcast directly to ask them to turn it off. A few users can see an option to disable it in the Comcast Business Portal, but that option is not reliable and is rarely present. The Comcast Portal also has a feature to add a website to an Allow List, but that feature has been verified to not actually work.
When you call Comcast, they do tend to be responsive and not leave business customers on hold for very long. We have talked with them and they have recommended that offices call them to disable SecurityEdge. They said that you may need to wait 5 to 10 minutes for the change to take effect. Also, if your modem is restarted, SecurityEdge is automatically re-enabled and you must call Comcast again to have them disable it.
