If you log into your Engagement dashboard and see an Engagement Bridge Offline notification, this means that your Engagement is not actively updating with your Practice Management Software (Dentrix, Eaglesoft, Open Dental).
Please know that 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 System.
It is important that we reconnect this so you have the most accurate and up to date information when communicating with patients. To get the bridge back online, refer to the steps listed in this article.
💥 After following these steps, it will take several minutes to update! Please allow 5 or so minutes, then refresh your Engagement dashboard to ensure the Engagement Bridge Offline notification is removed. 💥
How to Reconnect your Engagement Bridge
Step by Step Instructions:
First you will need to locate your Engagement Sync tool. 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 Sync tool will have an icon on your desktop that looks like this:
If you use an IT Group to maintain your server, you can send this article to them so they can follow the necessary steps
Simply Right-Click this icon and select Run as Administrator
This will begin the restart process to reconnect Engagement to your Practice Management Software
💥Note: It will take several minutes to update! Please allow 5 or so minutes, then refresh your Engagement dashboard to ensure the Engagement Bridge Offline notification is removed💥
How to Restart the Engagement Service
Step by Step Instructions:
If that doesn't fix your bridge connection, please follow these instructions on your database server to attempt to bring your bridge back online:
Open your Start menu (Windows icon)
Search and 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 Engagement to your Practice Management Software
💥Note: It will take several minutes to update! Please allow 5 or so minutes, then refresh your Engagement dashboard to ensure the Engagement Bridge Offline notification is removed💥
If this does not correct the Offline Status (after waiting a period of time to allow this to load) or you receive an error message in this process, we can have a member of our team reach out to remote into your server and bring that back online!
You can connect with support by clicking our chat bubble found in the bottom right hand corner of your screen