This guide covers the most common errors practices and patients encounter with Dental Intelligence Forms. For each issue, you will find a plain-language explanation of the root cause, step-by-step troubleshooting to try on your end, and guidance on when to escalate to Dental Intelligence Support. Where relevant, we also include suggested language you can share with patients who run into these issues.
Quick Finder — Jump to Your Issue
Issue | Go to Section |
Patient receives a form link that shows "Invalid Link" or won't open | |
Patient's form freezes, won't load, or fails to submit | |
Patient sees a "Too Many Attempts" error | |
Patient cannot enter their date of birth — field keeps rejecting input |
Section 1: Broken or Invalid Form Links
Patients may report that a form link shows "Invalid Link," "Link Not Found," or simply fails to load. This section helps you diagnose the cause and get patients back on track quickly.
Common causes
The link has expired — Dental Intelligence form links are valid for a set period after sending
The link was truncated or altered when delivered via email or SMS (line wrapping is a frequent culprit)
The link was already accessed and marked as used
A configuration issue with the patient record or practice settings prevented the link from generating correctly
Steps to try before escalating
Confirm the link was sent recently. In the Dental Intelligence portal, navigate to the patient's record and check the Forms activity log to see when the link was sent and whether it has been accessed.
Resend the form link directly from the patient's record in the portal. This generates a fresh link with a new expiration window and is the fastest fix in most cases.
If the patient is attempting to open the link on a mobile device, ask them to try a desktop browser instead. Some mobile email clients truncate long URLs.
Check the patient's contact information in the portal — confirm the email address or phone number the link was sent to is current and correct.
If the issue recurs for multiple patients or multiple links, document the pattern (patient names, dates sent, error messages) and contact Dental Intelligence Support — this may indicate a link generation bug.
Form links expire after 7 days. If a patient contacts you close to their appointment date, resending the link is always the quickest resolution.
Suggested language to share with patients
"It looks like the link may have expired or had an issue when it was delivered. We're sending you a fresh one right now — please check your email/texts in the next few minutes and use the new link to complete your forms."
When to contact Dental Intelligence Support
Fresh links are also returning invalid errors immediately after being sent
Multiple patients are experiencing the same issue in a short period
The Forms activity log shows links as sent but patients are not receiving them
When you contact support, include the affected patient name(s), the date(s) links were sent, and the specific error message patients are seeing.
Section 2: Form Freezing & Submission Failures
Patients may report that their form loads but then freezes mid-completion, or that they hit Submit and nothing happens — or they receive an error. This section covers the most common causes and what you can do from the practice side.
Common causes
Patient's internet connection dropped or became unstable during the session
The form session timed out from inactivity before the patient submitted
Browser extensions (particularly ad blockers or privacy tools) interfering with form scripts
Outdated browser or operating system on the patient's device
Compatibility issues with less common browsers (Internet Explorer, older Safari versions)
Steps to try before escalating
Ask the patient what browser and device they are using. Chrome and Firefox on a desktop or laptop tend to be most reliable. If they are on an older or unusual browser, ask them to switch.
Ask the patient to clear their browser cache and cookies, then reopen the form link. In Chrome: Settings > Privacy and Security > Clear browsing data.
Ask the patient to temporarily disable any browser extensions, especially ad blockers or privacy tools, and try again.
If the patient is on a mobile device, ask them to try on a desktop or laptop if possible — complex forms can behave unpredictably on mobile browsers.
Check whether the issue is happening for multiple patients. If so, document the details and escalate to Dental Intelligence Support, as this may point to a platform-level issue.
As a fallback, offer the patient a paper copy of the required forms to complete at check-in, and note in their record that digital forms could not be completed prior to the visit.
💡 Tip: Advise patients to complete forms in one sitting and avoid leaving the tab open for extended periods. Form sessions expire after 10 minutes of inactivity, which can cause a submission to fail even when the form appears to still be open.
Suggested language to share with patients
"Sorry about that — form freezes are usually related to the browser or internet connection. Can you try opening the link again in Google Chrome with your extensions turned off? If it still doesn't work, we can take care of the paperwork when you arrive."
When to contact Dental Intelligence Support
Multiple patients are reporting the same freezing behavior across different browsers and devices
The form appears to submit successfully but no data arrives in the patient record
You see submission errors logged in the portal that you cannot attribute to patient-side browser issues
Include the patient name(s), date(s) and time(s) of the failed submissions, and the browser/device details you have collected.
Section 3: "Too Many Attempts" Error
This error is triggered when the system detects repeated failed access or submission attempts within a short window. It is a security measure to protect patient health information, but it can also be triggered accidentally by patients refreshing the page or clicking Submit multiple times.
Common causes
Patient refreshed the page or clicked Submit multiple times after an initial error
Multiple people on the same network (e.g., practice WiFi) attempting to access forms simultaneously
Patient opened the same form link in multiple browser tabs
Automated browser tools or security software on the patient's device interfering with the session
Steps to try before escalating
Advise the patient to stop all attempts immediately and wait at least 15 minutes before trying again. Each additional attempt resets the lockout timer, so continued clicking makes it worse.
After 15 minutes, ask the patient to close all browser tabs with the form open, then reopen the link in a single fresh tab.
If the patient is on your practice WiFi (e.g., using a kiosk or tablet in the waiting room), have them try on a different network — such as their personal mobile device data — since the lockout can apply at the network level.
If the patient cannot wait, you can resend a fresh form link to the patient. A new link may bypass the lockout on the previous session.
Contact Dental Intelligence Support to request a manual lockout reset if the patient needs to complete forms urgently and the above steps have not resolved the issue.
This error is particularly common on kiosks and shared tablets where multiple patients attempt forms back-to-back. If you see it recurring on a specific device, contact Dental Intelligence Support.
Suggested language to share with patients
"The form temporarily locked for security reasons after a few failed attempts. Please wait about 15 minutes and then try again using the same link. If it still doesn't work, let us know and we can reset it on our end."
When to contact Dental Intelligence Support
The lockout persists beyond 30 minutes and patient needs to complete forms urgently
The error is occurring consistently on a specific kiosk or tablet device
You are seeing this error across many patients in a short period — this may indicate a broader configuration issue
Include the patient name, approximate time the error began, the device or network involved, and whether a fresh link resolved or also triggered the error.
Section 4: Date of Birth (DOB) Errors
Patients may report that the date of birth field on a form is rejecting their input, displaying an error, or preventing them from advancing. This is a known issue currently being investigated by the Dental Intelligence engineering team. The workarounds below resolve it for most patients in the meantime.
Common causes
The DOB validation logic is overly restrictive and rejects correctly formatted dates in certain edge cases
Browser autofill is populating the field with an incorrectly formatted or blank value
Mobile device date selectors (spinning dials or calendar pickers) are submitting the date in an unexpected format
Special characters or hidden spaces are being inserted into the field
Steps to try before escalating
Ask the patient to clear the DOB field completely and retype it manually using the MM/DD/YYYY format (e.g., 03/15/1985). Do not use the calendar picker or autofill.
Ask the patient to type only numbers — the form should insert the slashes automatically. Manually typed slashes sometimes cause formatting conflicts.
If the patient is on a mobile device, ask them to switch to a desktop or laptop browser if possible. Mobile date input behavior varies significantly across devices and operating systems.
Ask the patient to try a different browser (Chrome or Firefox recommended) with autofill turned off.
If the patient's birth year is before 1940, the calendar picker may be unable to reach that year. Typing the date directly in the text field almost always works in these cases.
If none of the above resolves the issue, manually record the patient's date of birth in their record in your practice management software and allow them to complete the rest of the form. Flag the record for follow-up.
💡 Tip: This issue appears most frequently with patients born before 1940 or in edge-case date formats. If you notice it for a specific patient demographic at your practice, note the pattern when you contact support — it helps the engineering team narrow down the validation logic causing the problem.
Suggested language to share with patients
"There's a known issue with the date of birth field on some devices. Try clicking directly into the field and typing your birthdate as numbers only in MM/DD/YYYY format — for example, 03/15/1985. If that doesn't work, we can take care of it on our end when you arrive."
When to contact Dental Intelligence Support
The DOB error is occurring for a large number of patients, not isolated cases
The manual workarounds above do not resolve the issue for a specific patient
You are seeing a new or unexpected error message in the DOB field that is not described here
This is an active known issue. When you contact support, include the patient name, device and browser used, and the exact error message displayed so it can be added to the engineering team's investigation.
Contacting Dental Intelligence Support
Most issues in this guide can be resolved at the practice level using the steps above. When you do need to escalate, the more context you can provide upfront, the faster our team can help.
When contacting Dental Intelligence Support, please have the following information handy:
Practice name and your contact information
Patient name(s) and affected appointment date(s)
Which issue you are experiencing (link error, freezing, too many attempts, DOB error)
Steps you have already tried
The browser and device the patient was using
Any error messages (exact wording or a screenshot if possible)
You can reach Dental Intelligence Support by clicking on the question mark menu in your portal and choosing Contact Technical Support.