You're probably here because you saw that Analytics is not connected to your practice management software. No need to panic, the fix is incredibly simple!
First things first: Log out of Analytics and then log back in
Try logging out and then logging back into Analytics as a first method of troubleshooting the sync alert. Sometimes, all you need to do to resolve the sync alert is refresh the page by logging in and out.
To logout of Analytics, click on the Profile icon in the upper right corner and then click Log Out from the dropdown menu
From the Analytics landing page, enter your email and password credentials to log back in. Click the blue Login button
If the sync alert is still showing in Analytics after logging out and back in to your account, follow the steps below to clear your cache!
Next, clear your cache
If you've logged out and back into Analytics but the sync alert is still showing, it could be that the alert has been cached but your Analytics module isn't really out of sync.
To clear your cache:
If you are using Internet Explorer, Edge, Google Chrome, or Mozilla Firefox, you can quickly clear cache with a keyboard shortcut. While in your browser, press Ctrl + Shift + Delete simultaneously on the keyboard to open the appropriate window.
In the pop-up window, select the All time range from Time range dropdown. Select the Cached images and files checkbox and then click Clear data.
Close/quit the browser and reopen it after clearing the cache. If the sync alert is still showing in Analytics after clearing your cache and reopening your browser, follow the steps below to get reconnected!
Get Reconnected
Is Analytics still showing as disconnected after clearing your cache? Let's get you reconnected so that your system is up-to-date. Watch the short video below or follow along with written step-by-step instructions:
Watch a step-by-step video
Step 1: Locate the server computer
Typically, Dental Intelligence syncs from your practice's server computer. To get reconnected, you will need someone who has access to that computer.
💡 Tip: Your server computer is most likely a computer found in a back room in your office that is not used every day.
If you're unable to locate the server computer, please share this guide with your IT Group so that they can assist with the sync procedure. If you do not have an IT Group, please contact our support team at support@dentalintel.com.
Step 2: Login to the DI Sync tool
📌 Dentrix users: Open and sign in to Office Manager on your server before following these steps
From the server computer desktop, double click on the Dental Intelligence icon to open the DI Sync tool
When the DI Sync tool opens, your credentials should be auto-populated. Click Sign In
Choose which Practice Management Software you are currently using and check the box ☑️ to agree to Terms and Services, then click Next
The sync process will initiate. The sync tool window will disappear automatically when the sync is completed
Step 3: Allow for processing time
Once the sync tool window has closed, allow 1.5-2 hours for your data to be processed. Data processing time varies depending on how much information needs to be synced from your practice management software with Analytics.
Step 4: Logout of Analytics...then log back in
After the 2 hour processing time period, it's important that you log out and log back in to your Analytics dashboard. You'll know that Analytics has been reconnected successfully if you notice that new data has been populated.
📌 If you run into any issues along the way or if for some reason the sync doesn't complete, please contact our support team.
Troubleshooting 🔍
Why did Analytics disconnect?
Usually this just means that for one reason or another, Dental Intelligence was unable to connect to your Practice Management Software. A few of the most likely reasons could include:
✔️ Your server computer was turned off at the time Dental Intelligence tried to sync
✔️ Internet was down at the time of the sync
✔️ Change or update to your Practice Management Software
The 'Last Sync' alert is still showing after I reconnected
Clear your Internet browser cache as a first method of troubleshooting the sync alert. In some instances, the alert gets cached but your Analytics module isn't really out of sync. To troubleshoot:
If you are using Internet Explorer, Edge, Google Chrome, or Mozilla Firefox, you can quickly clear cache with a keyboard shortcut. While in your browser, press Ctrl + Shift + Delete simultaneously on the keyboard to open the appropriate window.
In the pop-up window, select the All time range from Time range dropdown. Select the Cached images and files checkbox and then click Clear data. Be sure and close/quit the browser and restart it after clearing the cache.
If the 'Last Sync' alert is still showing after clearing your cache and reopening your browser, please contact our support team at support@dentalintel.com.
I don't know where my server computer is
Please share this guide with your IT Group so that they can assist with the sync procedure. If you do not have an IT Group, please contact our support team at support@dentalintel.com.
I can't locate the DI Sync tool
Typically, the DI Sync tool icon is located on the desktop of your server computer. If you're unable to locate the DI Sync tool, use the Windows search bar to locate the application by searching for 'Dental Intelligence.'
If your search does not locate the DI Sync tool, please contact the IT Group that maintains your server computer and share this guide with them. If you do not have an IT Group, please contact our support team at support@dentalintel.com.
'It looks like there was an issue syncing' error
If the error below occurs while attempting to complete a sync, contact our support team at support@dentalintel.com.
My DI Sync login credentials didn't populate/didn't work
If your credentials do not auto-populate when the DI Sync tool opens or if your credentials do not work, contact our support team at support@dentalintel.com.
Analytics didn't reconnect after the sync procedure
If after running the sync procedure and waiting the 2 hour processing period your Analytics module still hasn't reconnected to your practice management software, contact our support team at support@dentalintel.com.