Integrator Errors

Integrator Errors

If you suspect issues with the OperaDDS sync, You can take a look at the status of any customer's OperaDDS sync.


To do so, perform the following steps:

  1. Open OperaDDS in Google Chrome.
  2. Click Settings at the top navigation bar.
  3. Click the Master Settings menu and choose the CRM Reports option.
  4. Next, choose PMS Statuses Report.
  5. Allow the page to load the list of companies, and then allow the page to load the statuses. They should read: Online.
  6. Search for the company in question.
  7. Next to the company name, click the triangle with an exclamation point. This allows you to access any errors reported through the sync.
  8. This page reports any integration errors in the last 72 hours. On each error, click the Down arrow under Actions. This will expand the full error.




Triaging integrator error issues: 

They see error icon: 

This means there are errors in the last 72 hours for the office


They see the information icon: 

This means there are NO errors for the office


BOTH icons open the same popup.  



When either of the Icons is selected, a check will begin.  It will return results as seen in the below 2 examples.



Good 





Bad




What do the statuses mean and how can we use them for triaging?


  1. Real time communication


What is it?:  Real Time Communication is what we use for Real time updates.  Things such as: 

  • Writing appointment status changes to PMS (e.g Confirmed Appointment)

  • Writing form data to patient chart (e.g. overwriting patient address)

  • Writing PDF of forms to patients chart (e.g. Form sent to patient SmartDoc)


What to do if “offline” is seen: Remote on the company server and restart the OperaDDS Integrator service or advise the company to reboot their server.


  1. PMS database connection  


What is it?: PMS Database Connection is an attempt by the integrator to connect to the PMS. This ensures that:

  • The provided credentials are valid

  • The PMS database server is running (MySQL, MS SQL and etc.)

  • The Integrator can read data from the PMS database


What to do if:  “Unable to check” is seen: This is a result of not being able to perform real time communication with the Integrator. Resolve that problem first.


What to do if: “Failed” is seen: Remote on the company server and check:

  • You are able to use the PMS (e.g. you are able to login to Eaglesoft on the server)

  • Check the entered credentials entered in the “PMS Settings” screen in the OperaDDS Integrator application


  1. Pending PDF’s to deliver


What is it?: Shows if there are any PDFs not yet synced to the PMS


What to do if “Yes” is seen: 

If real time communication is working, please check the error log for any related errors. If real time communication is Offline, resolve that problem first.


What to do if “Yes” is seen but real time communication is working and no errors:


This means that the pending PDF’s or overwrites are for a deleted patient.  The logic is that we will attempt to sync the data back to the PMS for 7 days.  After 7 days, OperaDDS will stop attempting to write it back.  In the case of deleted patients, the count of the pending overwrites and PDF’s does not take into consideration that we have stopped trying to sync these items.  


Resolution:  Ignore this.  A story has been added to add the logic of 7 days to the totals you see. 




  1. Pending form overwrites


What is it?: Shows if there are any pending overwrites not processed by the Integrator.


What to do if “Yes” is seen: If real time communication is working, please check the error log for any related errors. If real time communication is Offline, resolve that problem first.




  1. Pending appt status updates


What is it?: The updating of appointment statuses (e.g. Sherry Smith confirms appointment via text.  OperaDDS will update this status in PMS by changing to confirmed.) 


What to do if “Yes” is seen: Usually this means that the real time communication is broken. Appointment status updates will be synced on the next 30 minute sync. No action is needed.


If real time communication is working and there are pending appt status updates, please contact Martin who will notify the OperaDDS Dev team. 






Examples of the errors you will encounter in this area are listed below.

Error1002:  PMS integration can continue only if you set PMS statuses

Resolution:  If you have set PMS statuses, you may disregard this error.
If you have not set PMS statuses, on the integrator
  1. click Options | Statuses | Make changes and click save
  2. click Options | Types | Make changes and click save



Error1003:  Only one PMS server allowed per company

Details:  The error indicates that you are attempting to install a second instance of the OperaDDS Integrator for the account. 


Resolution:  Follow the steps here

The field FirstName must be a string or array type with a maximum of '50'

Example of the error you will receive:   
Entity of type "Patient" in state "Added" has the following validation errors:- Property: "FirstName", Error: "The field FirstName must be a string or array type with a maximum length of '50'."


Resolution:  Contact Martin to escalate to Dev.  This has been experienced with deleted patients for Open Dental. 

You have an patient recall type record that name is empty string

Example of the error you will receive:   
You have an patient recall type record that name is empty string.


Resolution:  Office must correct in PMS

Updating Dentrix Recall Type:  Ask office or IT to 

1.       Open Office Manager

2.       Click Maintenance

3.       Click Practice Setup

4.       Click Continuing Care

5.       Click Continuing Care Setup

All Recall types will be listed.  Find the Recall Type that is missing and edit. 

Dentrix does not allow these to be empty – but adding a space and leaving empty is possible – we suspect the office has created these Recall Types. 

 

Dev note:  This type is stored in the database recalltype, column name


unknown patient 'patient_id' value

Example of the error you will receive:   
You have an appointment record that has unknown patient 'patient_id' value: '14331'

Resolution:  Notify martin to escalate to operadds dev team who will force a full sync on our end to resolve. 



 Data Source Name Not Found and No Default Driver Specified - Eaglesoft
Example of the error you will receive:

OperaDDSIntegratorService Error (Company: PSE Emporium; User: 10rp0b): System.Data.Odbc.OdbcException (0x80131937): ERROR [IM002] [Microsoft][ODBC Driver Manager] Data source name not found and no default driver specified at System.Data.Odbc.OdbcConnection.HandleError(OdbcHandle hrHandle, RetCode retcode) at System.Data.Odbc.OdbcConnectionHandle..ctor(OdbcConnection connection, OdbcConnectionString constr, OdbcEnvironmentHandle environmentHandle) at System.Data.Odbc.Odbc

Solution: Escalate to Patterson Support who will...
  1. On the Eaglesoft Server, delete the following file: C:\ProgramData\Prehensile Software\OperaDDS PMS Integrator\Settings.data
  2. Go to C:\Eaglesoft\Shared Files | Rename the Eaglesoft.client.configuration.data file to old.Eaglesoft.client.configuration.data.
    1. If not installed on the C:\ drive, navigate to the correct install location.
  3. Copy this file to a new folder on the desktop named CustomerID_FrozenSyncFiles. Leave this folder open. We will need it again.
  4. Log into Eaglesoft on the server with any user. This will recreate the Eaglesoft.client.configuration.data file.
  5. Copy this file to the folder on the Desktop you created in step 3. Leave this folder open. We will need it again.
  6. Copy the Eaglesoft.SERVER.configuration.data file from C:\Eaglesoft\Data (or install location) to the folder on the Desktop.
  7. Open the OperaDDS Integrator and re-log in to reattempt the sync. If no error occurs, skip to step 10.
  8. If the error still occurs, close the integrator. On the desktop, set the OperaDDS Integrator to run as an administrator for all users.
  9. Open the OperaDDS Integrator and attempt to sync
  10. Monitor the PMS Status Reports page Under Settings | Master Settings | CRM Reports for the office. You should begin syncing momentarily.


 Invalid User ID or Password - Eaglesoft
Example of the error you will receive:

OperaDDSIntegratorService Error (Company: PSE Emporium; User: 10rp0b): System.Data.Odbc.OdbcException (0x80131937): ERROR [IM002] [Microsoft][ODBC Driver Manager] Invalid user ID or password at System.Data.Odbc.OdbcConnection.HandleError(OdbcHandle hrHandle, RetCode retcode) at System.Data.Odbc.OdbcConnectionHandle..ctor(OdbcConnection connection, OdbcConnectionString constr, OdbcEnvironmentHandle environmentHandle) at System.Data.Odbc.Odbc

Solution:
  • Upgrade to the latest version of OperaDDS' integrator.  If problem still exists, escalate to Patterson 


 Object Reference Not Set to an Instance of an Object
Example of the error you will receive:

Object reference not set to an instance of an object. 

Error means unable to connect to PMS database

 Solution:
  1. Reconnect to PMS database by restarting OperaDDS service. 


 Database Server Not Found - Eaglesoft
Example of the error you will receive:

OperaDDSWrapper Error (Company: PSE Emporium; User: yay3zf; PMS: EagleSoft_v18): System.Exception: ERROR [08001] [SAP][ODBC Driver][SQL Anywhere]Database server not found ConnectionString: DBN=DENTSERV;DSN=DENTAL;UID=PDBA;PWD=XXX;ConnectionPool=NO; at OperaDDSIntegratorWrapper.Services.EagleSoft.v18.Repositories.BaseRepository.<QueryAsync>d__3`1.MoveNext() --- End of stack trace from previous location where exception was thrown --- at System.Runt

Solution:
  1. It is most likely that the office is closed or that the Eaglesoft server is not turned on. Turn on the Eaglesoft database.
  2. Monitor the PMS Status Reports page Under Settings | Master Settings | CRM Reports for the office. You should begin syncing momentarily.
If Issue not resolved, escalate to Patterson Support. 


 FK_User in table 'document' - Eaglesoft

Example of the error you will receive:

OperaDDSWrapper Error (Company: PSE Emporium; User: yay3zf; PMS: EagleSoft_v18): System.Exception: ERROR [08001] [SAP][ODBC Driver][SQL Anywhere]fk_user in table 'document' ConnectionString: DBN=DENTSERV;DSN=DENTAL;UID=PDBA;PWD=XXX;ConnectionPool=NO; at OperaDDSIntegratorWrapper.Services.EagleSoft.v18.Repositories.BaseRepository.<QueryAsync>d__3`1.MoveNext() --- End of stack trace from previous location where exception was thrown --- at System.Runt

Solution:

  1. Update customer to the newest integrator version.
  2. Choose an active provider during setup to serve as the provider who "creates" the documents when synced.
If issue not resolved, escalate to Patterson Support. 


 Cannot Access DataShare Path - Eaglesoft
Example of the error you will receive:


OperaDDSIntegratorService Error (Company: PSE Emporium; User: 10rp0b): System.ApplicationException: Cannot access DataShare path \\SERVER\Eaglesoft Data\ at EaglesoftDocument.Document.get_DataSharePath() at EaglesoftDocument.Document.CreateSmartDocInDataShare(String patientId, String documentId, String sourceFileName, String sourceFilePath, String vendorToken, Boolean keepSourceCopy) at OperaDDSIntegratorWrapper.Services.EagleSoft.v18.Files.ES18PmsFileSyncService.


What this means: It means one of 2 things. 

1. That you have installed integrator on a workstation and NOT the server

OR

2. that the configuration of the data share path is not setup correctly, which is an Eaglesoft issue that is corrected by their team.  


Solution:

1.  Correct the install by installing on their server

OR if option 2 then  Escalate to Patterson Support by following steps here and tell them to use FAQ 11833 properly share out the Eaglesoft Data Folder.



 The Underlying Provider Failed On Open - OpenDental

Example of the error you will receive:

OperaDDSWrapper Error (Company: PSE Emporium; User: pse4lyfe; PMS: OpenDental): System.Data.Entity.Core.EntityException: the underlying provider failed on Open. ---> MySql.Data.MySqlClient.MySqlException: Authentication to host 'localhost' for user 'root' using method 'mysql_native_password' failed with message: Access denied for user 'root'@'localhost' (using password: YES) ---> MySql.Data.MySqlClient.MySqlException: Access denied for user 'root'@'localhost' (using password:YES) at...

Solution:

  1. Open the OperaDDS Integrator on the server computer.
  2. Open OpenDental on the Server Computer | Click File in the main menu | Click Choose Database.
  3. These settings need to be entered into the OperaDDS Integrator directly | Click Options | Click PMS Settings
  4. Completely erase and retype the corresponding information.

Example Screenshot of OpenDental
  





 The conversion of a datetime2 data type to a datetime data type resulted in an out-of-range value. The statement has been terminated

Solution:

Notify Martin and ask to have the error ignored.  The error stems from a prior conversion and some invalid data.  OperaDDS can ignore the error in the sync and the sync will continue to work fine.



 Database or Disk is Full


Full Error - System.Data.Entity.Core.EntityCommandExecutionException: An error occurred while executing the command definition. See the inner exception for details. ---> System.Data.SQLite.SQLiteException: database or disk is full database or disk is full at

Solution:

As the error calls out, this is likely due to disk space on the Server.  Please verify hard drive space and recommend office free up space or upgrade Hard Drive


 Error Reading From The Pipe: The Pipe Has Been Ended


Example of the error you will receive:  OperaDDSIntegratorservice Error (Company name)
System.ServiceModel.CommunicationException:  There was an error reading from the pipe:  The pipe has been ended

Solution:

A pipe error means something unexpected happened with the module that connects to the Dentrix database. It is hard to know what happened but what we do know for sure is that it is on the customer side.

If Dentrix office - steps to resolve:


  1. Restart the Dentrix Service
  2. Restart the server

 


 Unterminated String Passed


Solution:

This error should no longer occur.  If it does, upgrade to the latest version of the integrator.  If this does not resolve, notify Martin.


 System.Data.Entity.Infrastructure.DbUpdateConcurrencyException: Store update, insert, or delete statement affected an unexpected number of rows (0)
Example of the error you will receive:

OperaDDSWrapper Error (Company: Azle Dental Care; User: c0dh5r; PMS: EagleSoft_v18): System.Data.Entity.Infrastructure.DbUpdateConcurrencyException: Store update, insert, or delete statement affected an unexpected number of rows (0). Entities may have been modified or deleted since entities were loaded. See http://go.microsoft.com/fwlink/?LinkId=472540 for information on understanding and handling optimistic concurrency exceptions. ---> System.Data.Entity.Core.OptimisticConcurrencyException: Sto

Solution: You can ignore this error. just a warning from Microsoft and does not mean anything other than alerting us that a record already updated was trying to update again, this is why it says the number of rows is (0).  Upon the next sync for the office this self recovers and is why you don't see the error happen more than once.  

 An item with the same key has already been added
Example of the error you will receive:

OperaDDSWrapper Error (Company: Azle Dental Care; User: c0dh5r; PMS: EagleSoft_v18): System.ArgumentException: An item with the same key has already been added. at System.ThrowHelper.ThrowArgumentException(ExceptionResource resource) at System.Collections.Generic.Dictionary`2.Insert(TKey key, TValue value, Boolean add) at System.Linq.Enumerable.ToDictionary[TSource,TKey,TElement](IEnumerable`1 source, Func`2 keySelector, Func`2 elementSelector, IEqualityComparer`1 comparer) at Sy

Solution: Update integrator to newest version


 The process cannot access the file 'C:\ProgramData\Prehensile Software\PMS Integrator\Settings.data' because it is being used by another process
Example of the error you will receive:

OperaDDSIntegratorService Error: System.IO.IOException: The process cannot access the file 'C:\ProgramData\Prehensile Software\PMS Integrator\Settings.data' because it is being used by another process. at OperaDDSIntegratorWrapper.Services.Settings.ReadWriteToSettingsExecutor.TryReadFile(String fileName) at OperaDDSIntegratorWrapper.Services.Settings.ReadWriteToSettingsExecutor.LoadSettingsFromFile(String fileName) at OperaDDSIntegratorWrapper.Services.Settings.ReadWriteToSettingsExe

Solution: Will Self recover.  When several modules of integrator tries to write to configuration file, next sync it wont happen




 Object reference not set to an instance of an object (Dentrix)
Example of the error you will receive:

OperaDDSIntegratorService Error: System.NullReferenceException: Object reference not set to an instance of an object. at OperaDDSIntegratorWrapper.Services.Dtx.vG6_2.Dtx6_2SQLBrowserSourceCode.Dtx6_2QueryHelper.EnsureConnectionOpen(IDbConnection conn) at OperaDDSIntegratorWrapper.Services.Dtx.vG6_2.Dtx6_2SQLBrowserSourceCode.Dtx6_2QueryHelper.ExecuteSelect(DtxReaderTypeEnum connType, Int32 timeout, IDbConnection conn, String cmdText, DbCmdParameter[] paramList, TimeSpan& executionTime, I

Solution: Contact Martin 




 The field Name must be a string or array type with a maximum length of '100'." - Eaglesoft
Example of the error you will receive:

Entity of type "PmsFormTemplate" in state "Added" has the following validation errors:- Property: "Name", Error: "The field Name must be a string or array type with a maximum length of '100'."

Solution: Customer has a form in Eaglesoft that is named with more than 100 characters.  Find the form and shorten the name



 The system cannot find the file specified - Dentrix
Example of the error you will receive:

OperaDDSIntegratorService Error: System.ComponentModel.Win32Exception (0x80004005): The system cannot find the file specified at System.Diagnostics.Process.StartWithShellExecuteEx(ProcessStartInfo startInfo) at System.Diagnostics.Process.Start() at OperaDDSIntegratorWrapper.Services.Dtx.vG6_2.Files.Dtx6_2PmsFilesSyncService.StartUnfilledUtility(String filePath) at OperaDDSIntegratorWrapper.Services.Dtx.vG6_2.Files.Dtx6_2PmsFilesSyncService.<CreateFileInPMSAsync>d__2.MoveNext() -

Solution:

Means OperaDDS cannot start Dentrix Utility  - Resolution:  Check windows registry for correct path. 


  1. Click Windows Start

  2. Type in Reg edit and open it

  3. Click Local machine

Software

Wow6432Node

Dentrix Dental Systems, Inc.

Dentrix

General

  1. Look for ExePath 

  2. Double Click on ExePath (make sure this has a path such as  C:\Program Files (x86)\Dentrix\ )

  3. Copy path

  4. Open Windows Explorer

  5. Paste in path

  6. Look for Document.UnfiledUtility 

If file name is different than Document.UnfiledUtility this will prevent OperaDDS from using the utility to write forms back to Dentrix

 fk_comment_answer_section_item' in table 'comment_answer - Eaglesoft
Example of the error you will receive:

fk_comment_answer_section_item' in table 'comment_answer

Solution: This is an issue where we got a custom medical history from Eaglesoft and when we tried to overwrite, some of the parts of the form were changed/removed so we couldn't put values where we are suppose to.

 WriteFilesToPMSAsync
Example of the error you will receive:

OperaDDSIntegratorService Error: System.Exception: FormId: 20f15944-8ef6-4ec9-a597-992f1fbb035b, ErrorMessage: at OperaDDSIntegratorWrapper.Services.OperaDDS.Sync.SyncService.<WriteFilesToPMSAsync>d__109.MoveNext()

Solution: The patient was deleted in the PMS when the form was linked. This error will occur only once, and next time the patients are synced it will not try to send the PDF anymore.  


 Ctree Error - Dentrix
Example of the error you will receive:

OperaDDSWrapper Error (Company: Canyon Trails Family Dental; User: xofjlr; PMS: Dentrix_v6_2): Ctree.Data.SqlClient.CtreeSqlException (0x80000000): Exception of type 'Ctree.Data.SqlClient.CtreeSqlException' was thrown. ---> Ctree.SqlClient.Common.FcSqlException at Ctree.SqlClient.FcResultSet.Next() at Ctree.Data.SqlClient.CtreeSqlDataReader.Read() at OperaDDSIntegratorWrapper.Services.Dtx.vG6_2.Dtx6_2SQLBrowserSourceCode.Dtx6_2QueryHelper.ExecuteSelect(DtxReaderTypeEnum connType, Int

Solution: Contact Martin to look into HTTP logs with dev team

 Unable to finish downloading integrator on re-install

Solution: 
  1. Open Task Manager
  2. Kill OperaDDS PMS Service 
  3. Run PMS utility
  4. Try again from beginning
Error Connecting to Eaglesoft Database


Solution:

This will only be seen when attempting to install OperaDDS on Eaglesoft where it is set up as a Server-Only install.

  • Exit the OperaDDS install
  • Stop/Start the Eaglesoft Database
  • Attempt the OperaDDS install

If the above does not resolve, inform the customer that we would need to change their server configuration from Server-Only to Server-Workstation.


Error 8 - Dentrix error when installing

Example of the error you will receive:       RegisterUser method returned: 8

Step 1:  Check if Dentrix Communication Service is running



If no - turn on

If yes - Run Dentrix G6Fix cert

Try to integrate again 

Was the issue resolved?

Yes - Great

No - Escalate to Dentrix and let them know it is one of the two below that is happening

Solution: Error 8.  I think there is something with their certificate manager policy that is leaving out certain certificates. In some cases it was the certificate for Certum CA within the Trusted Root Certification.


OR

Likely due to some security or Antivirus setting, the G6FixCert was not updating the file it is supposed to update.   We updated this manually and all appears to be working correctly now for this office.


Unfiled.Utility.exe Error


Issue:  Dentrix office says forms are not being sent back to Dentrix.   Support notices Document.Unfiled.Utility.exe error in Opera.

Resolution:  The following steps must take place to resolve this issue.

1.  Reboot the server

STOP. Do not proceed until #1 has been confirmed as completed.

2. If this does not resolve the issue, tell the office they need to call Dentrix Support at 1-800-DENTRIX for assistance. 
            Tell them to say "We are calling to run the steps in Article 88291 for multiple instances of Document.unfiled on the server.”
3. After Dentrix has cleared the flag, tell the customer the server must be restarted.


Example of error in OperaDDS PMS Integrations page:
OperaDDSIntegratorService Error: System.InvalidOperationException: Process E:\Program Files (x86)\Dentrix\Document.UnfiledUtility.exe didn't complete within the specified time period at OperaDDSIntegratorWrapper.Services.Dtx.vG6_2.Files.Dtx6_2PmsFilesSyncService.StartUnfilledUtility(String filePath) at OperaDDSIntegratorWrapper.Services.Dtx.vG6_2.Files.Dtx6_2PmsFilesSyncService.<CreateFileInPMSAsync>d__2.MoveNext() --- End of stack trace from previous location where exception was thrown

On Dentrix end the article is :
Multiple Instances Of Document.Unfiled Utility On The Server
Article # 88291


FOR MB2 Offices

The way MB2 handles their servers is causing the problem

What to say when responding to MB2 customer about this issue:

“Thank you for contacting OperaDDS support.  The issue you are experiencing is a common MB2 problem that is resolved by one of 2 steps.  

1. Rebooting your server 
2. Contacting Dentrix 

In most cases, step 1 will resolve this as it is being caused by a Dentrix system issue preventing us from sending files back to your PMS.  

We will contact your MB2 team to take care of this for your office.  

Thank you for your patience as we reach out to them.  We will keep you updated as soon as we hear back on when they can reboot your server as mentioned in step 1”

Resolution for MB2 office:

  1. Contact MB2 and ask them to reboot the offices server.  Ask them to notify you when complete
  2. Check if the (unfiled.utility) error still exists for the office 
    1. If yes - Ask MB2 to contact Dentrix. Tell MB2 they need to call Dentrix Support at 1-800-DENTRIX for assistance.
      1. Tell them to say "We are calling to run the steps in Article 88291 for multiple instances of Document.unfiled on the server.”
      2. After Dentrix has cleared the flag, tell MB2 the server must be restarted.
    2. if No - the problem has been solved. 


Unable to find an entry point name DENTRIXAPI_RegisterUser" in DLL 'Dentrix.API.dll'

unable to find an entry point named DENTRIXAPI_RegisterUser" in DLL 'Dentrix.API.dll'
Dentrix office
Issue:  Upon triaging support problem the following errors were encountered in the OperaDDS application

1. Error 1
image.png

2. Error 2

image.png





Resolution:  *Dentrix support should resolve this for the customer*.  This office had 2 program file paths and they should only ever have 1. In future we can tell office to contact Dentrix support about this specific issue and if they are unable to help them and send the customer back to OperaDDS, we can escalate to DDP to correct or do it for them by following the steps. 

Steps to resolve:

  1. Open "System" 
  2.  Click Advanced System Settings to launch System Properties 
  3. Click on environmental variables button 
    image.png
  4. Scroll down to path in "System variables" and click it
  5. . Click edit on the path in Environmental Variables screen
image.png
8. Note that the office has 2 paths below  (one on D and one on C drive)

image.png

Dentrix instructed us to delete the highlighted one and click okay and try again and it worked by relaunching the OperaDDS Integrator. MAKE SURE TO REBOOT SERVER

 General Dentrix Errors
Example of the error you will receive:





XXXXXX
Example of the error you will receive:

XXXXXXX
Solution: XXXXXXX

Printed copies of this document are considered uncontrolled.
39119.Rev023     04.15.2020


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