When dental technology stops working, your IT provider should usually be the first point of contact when the cause is unclear. A dental IT provider can determine whether the problem involves the workstation, server, network, internet connection, security software, dental application, imaging system, or another vendor.
For a practice with 10-40 employees, this can eliminate one of the biggest frustrations during an outage:
Vendor finger-pointing.
Use this four-step framework:
Identify → Diagnose → Coordinate → Resolve
1. Identify the Scope of the Problem
Before calling multiple vendors, determine how widespread the issue is.
Ask:
- Is one employee affected?
- Is one operatory affected?
- Are several computers affected?
- Is the entire practice affected?
- Is the internet working?
- Can employees access other applications?
For example, if Dentrix is slow on one workstation, the problem may be different from Dentrix being unavailable on 20 computers simultaneously.
Scope provides an important troubleshooting clue.
2. Diagnose the Underlying Cause
What appears to be a dental software problem isn't always caused by the dental software.
Problems may originate with:
- Workstations
- Servers
- Storage
- Network switches
- Wi-Fi
- Firewalls
- Internet connectivity
- Windows
- Security software
- Application services
- Dental software itself
The same applies to imaging.
If Dexis images aren't loading properly, the issue could involve the imaging software - but it could also involve the workstation, server, storage, network, or another component.
The goal is to diagnose before blaming a vendor.
3. Coordinate With the Correct Vendor
Once the likely cause has been identified, the appropriate vendor may need to become involved.
That could include:
- Dentrix
- Dexis
- Open Dental
- Eaglesoft
- Imaging vendors
- Panoramic X-ray vendors
- Intraoral scanner vendors
- Internet providers
- Phone providers
- Hardware manufacturers
Your employees shouldn't have to become IT project managers during an outage.
A dental IT provider can help coordinate troubleshooting and communicate the technical information another vendor needs.
4. Resolve the Problem and Document It
After the issue is fixed, document what happened.
Useful information includes:
- What failed
- What caused the problem
- Which systems were affected
- Which vendor resolved it
- Whether the issue could happen again
- Whether preventive changes are needed
Recurring problems shouldn't be treated as unrelated support tickets forever.
If the same issue happens repeatedly, look for the underlying cause.
Why Vendor Finger-Pointing Costs Dental Practices Money
Imagine three vendors saying:
Dental software: “It's the network.”
Internet provider: “Our connection looks fine.”
Equipment vendor: “It's an IT problem.”
Meanwhile, employees can't work normally.
The practice owner doesn't care which company's technology caused the problem.
The owner wants someone to take responsibility for moving the issue toward resolution.
That is why vendor coordination should be part of a dental IT strategy.
The 5-Question Dental Vendor Check
Ask:
- Who do employees call first when the cause is unclear?
- Will our IT provider work directly with our dental vendors?
- Who supports our server and network?
- Who coordinates Dentrix, Dexis, Open Dental, or Eaglesoft issues?
- Are recurring technology problems documented and investigated?
If employees don't know the answers, your support process may need improvement.
Why Dental Practices Choose IT Services of Utah
IT Services of Utah has supported businesses for more than 30 years and works with dental practices throughout St. George and Washington County, Utah.
Our team understands environments involving:
- Dentrix
- Dexis
- Open Dental
- Eaglesoft
- Panoramic X-ray equipment
- Intraoral scanners
- Servers
- Networks
- Microsoft 365
- Internet and other business technology
We provide fast remote support, local on-site assistance, live phone answering, and an internal support team that can help coordinate with other technology vendors.
Frequently Asked Questions
Should we call Dentrix or our IT provider first?
If the cause is unclear, starting with an IT provider familiar with your dental environment can help determine whether the problem is actually Dentrix or another part of the infrastructure. If Dentrix support is required, the IT provider can help coordinate troubleshooting.
Can an IT provider fix dental imaging equipment?
The equipment itself may require support from the manufacturer or specialized dental vendor. However, an IT provider can troubleshoot and support the surrounding computers, network, servers, and infrastructure and coordinate with the equipment vendor.
Why do dental vendors blame the network?
Sometimes the network really is responsible, and sometimes it isn't. Proper troubleshooting should identify evidence of the underlying problem instead of assuming which vendor is at fault.
Stop Making Your Employees Coordinate IT Vendors
When dental technology stops working, remember:
Identify. Diagnose. Coordinate. Resolve.
For dental practices in St. George and Washington County, Utah, IT Services of Utah can provide a clear first point of contact for the technology your practice depends on.
Schedule a Dental IT Assessment with IT Services of Utah to simplify support, identify recurring problems, and reduce vendor finger-pointing.
