While your bridge is offline, Engagement is still operating and sending/receiving client communication and forms. This information can be accessed via our web-based system, which you and your team have access to. Once the bridge is back online, you will see this data transfer over into your practice management software. CLICK HERE to see a complete breakdown of of what you and your patients can continue to use during this time.
If you log into your Dental Intelligence dashboard and see an Engagement Bridge: offline notification in your top navigation bar, this means that Dental Intelligence has become disconnected and is not actively updating with your practice management software (Dentrix, Eaglesoft, Open Dental). It is important that you reconnect the bridge so that you have the most accurate and up to date information when communicating with patients.
Seeing an error message? Your bridge may be offline
Certain error codes can indicate an offline bridge even when the "Bridge Offline" notification hasn't appeared in your dashboard yet. If you encounter any of the following errors — particularly when processing payments, syncing patient data, or loading dashboards — check your bridge status first and follow the reconnection steps below:
400 Bad Request
500 Internal Server Error
502 Bad Gateway
503 Service Unavailable
Once your bridge is reconnected, these errors typically resolve on their own. If they persist after reconnecting, check the Dental Intelligence System Status page.
If all systems are operational, contact Dental Intelligence Support for assistance.
How to Manage and Reconnect your Engagement Bridge
📍 This process requires access to your database server computer, often found in the back room of your office. If you use an IT Group to maintain your server, share this article with them so they can follow the necessary steps to reconnect the bridge.
📍 After following the steps below, please wait 5 or so minutes for your Engagement Bridge to update, then refresh your dashboard to ensure that the Engagement Bridge: offline notification is removed.
Method 1: Access the Modento Bridge Sync Tool
First, locate the Modento Bridge sync tool which will be used to restart your Engagement Bridge. This service should be downloaded onto your database server computer. The server computer is often found in a back room of your office and is not commonly used.
The Modento Bridge sync tool will have an icon on your desktop that looks like this:
Right-click the Modento Bridge tool icon and then select Run as Administrator
This will begin the restart process to reconnect Dental Intelligence to your practice management software. Please wait 5 or so minutes for your Engagement Bridge to update, then refresh your dashboard to ensure that the Engagement Bridge: offline notification is removed
Method 2: Access the ModentoTunnel / di.Engagement Tunnel Service
If after attempting to reconnect your Engagement bridge utilizing the first method outlined above, follow these instructions to restart your bridge by locating the Engagement Tunnel service on your database server computer:
As a preliminary step, ensure the server computer is properly connected to the network and functioning, as poor connectivity can hinder the restart process.
Verify that the server computer has a stable internet connection by checking the network settings or running a connectivity test. If issues are detected, resolve them before proceeding with further troubleshooting.
Click on the Windows icon to open the Start menu
Search for Services and then click to open Services
Find the service name ModentoTunnel or di.Engagement.Tunnel (the service name depends on the version you currently have installed)
Right-click ModentoTunnel or di.Engagement.Tunnel and click Restart
This will begin the restart process to reconnect Dental Intelligence to your practice management software. Please wait 5 or so minutes for your Engagement Bridge to update, then refresh your dashboard to ensure that the Engagement Bridge: offline notification is removed
Once these steps are completed, log out of the platform and log back in. This ensures that any lingering errors are completely cleared and the synchronization is verified.
If you still see an Engagement Bridge: offline error after attempting to reconnect, please ensure you have done the following:
Waited 5 minutes after each reconnection attempt
Refreshed your Engagement dashboard
Then, contact Dental Intelligence Support for assistance by clicking on the chat bubble in the lower right corner of your screen.
📍 If you use an IT Group to maintain your server, share this article with them so they can follow the necessary steps to reconnect the bridge.
If you can't access your server
If your server is managed by an IT company, or you don't have physical access to the server room, you cannot perform Methods 1 or 2 yourself. In that case:
Forward this article to your IT team and ask them to follow Method 1 or Method 2 above on your database server.
Use the message template below to quickly communicate what's needed if your IT team isn't familiar with Dental Intelligence.
📋 Message to copy and send to your IT team:
"Hi — our Dental Intelligence Engagement Bridge has gone offline and needs to be reconnected. This requires access to our database server. Could you please follow the instructions outlined in this guide to restart the bridge connection?
Engagement Bridge Guide: https://educate.dentalintel.com/en/articles/6059896-why-does-my-dental-intelligence-dashboard-say-bridge-offline
If you have any questions or issues, please contact Dental Intelligence Support directly at (801) 717-2777.
Thank you!"
If your IT team is unavailable or the steps above don't resolve the issue, contact Dental Intelligence Support directly — a support agent can connect via remote session to assist.