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Why Does My Engagement Dashboard Say "Bridge Offline"?
Why Does My Engagement Dashboard Say "Bridge Offline"?

Learn how to reconnect your Engagement Bridge

Grace Richards avatar
Written by Grace Richards
Updated over a week ago

If you log into your Engagement dashboard and see an Engagement Bridge: offline notification in your top navigation bar, this means that Engagement 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.

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.


How to Reconnect your Engagement Bridge

πŸ“ 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.

πŸ“ 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

  1. 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.
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    The Modento Bridge sync tool will have an icon on your desktop that looks like this:

  2. Right-click the Modento Bridge tool icon and then select Run as Administrator

  3. This will begin the restart process to reconnect Engagement 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:

  1. Click on the Windows icon to open the Start menu

  2. Search for Services and then click to open Services

  3. Find the service name ModentoTunnel or di.Engagement.Tunnel (the service name depends on the version you currently have installed)

  4. Right-click ModentoTunnel or di.Engagement.Tunnel and click Restart

  5. This will begin the restart process to reconnect Engagement 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

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.

πŸ“ 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.

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