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ortho3400
Canine II

Account Roll

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Can you please tell me why our account's didn't automatically roll today? This is supposed to be automatic and I have experienced problems with this in the past.

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prcarter
Moderator
Moderator

Re: Account Roll

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Good day Carly ( @ortho3400 ),

The issue with Automatic Roll in the Cloud environment is something the Cloud team is aware of and working on.  It was expected that we would have a solution by this month's roll time but that has not turned out as we hoped.  I am creating a ticket for your practice to be added to the list of affected offices and the Cloud R2 team will reach out to you directly via email when a solution is found. 

Regards,

Phil Carter / OrthoTrac Escalations

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tshaw
Community Manager
Community Manager

Re: Account Roll

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Hello @ortho3400 -

I am going to move your post to the OrthoTrac area so the OrthoTrac team will continue to see it. 

We apologize that you are experiencing impacts and appreciate your patience. The impacts may be happening as we continue to work on the performance of our security tools, please email details to us at Support.us@csdental.com and we will work to assist you as soon as possible. 

Below is additional information from our announcement message on the Home page of The Exchange. 

Thank you for your patience. Carestream Dental’s technical team is continuing to refine our security toolset. These tools have been fully validated in Carestream Dental’s test environment; however, there is a limited possibility that some customers may temporarily experience issues such as error messages or slow system operations. Also, there may be some temporary connectivity issues with third-party services (such as patient engagement tools). Our team is actively working on a resolution.

If you experience any issues, please reach out as soon as possible so that our team can help you trouble shoot these errors.

You can contact us at Support.us@csdental.com

Thanks for being a Carestream Dental customer and working with us as we continue to enhance the reliability and security of your practice management systems. We will continue to post updates to The Exchange as they become available.

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ortho3400
Canine II

Re: Account Roll

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I am writing to let you know that the automatic roll is still not working nor has Orthotrac presented a solution to fix the problem.

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prcarter
Moderator
Moderator

Re: Account Roll

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Good day Carly ( @ortho3400 ),

The issue with Automatic Roll in the Cloud environment is something the Cloud team is aware of and working on.  It was expected that we would have a solution by this month's roll time but that has not turned out as we hoped.  I am creating a ticket for your practice to be added to the list of affected offices and the Cloud R2 team will reach out to you directly via email when a solution is found. 

Regards,

Phil Carter / OrthoTrac Escalations

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ortho3400
Canine II

Re: Account Roll

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Good morning, Do we have a resolution for the automatic account roll? The automatic roll hasn't worked since December. 

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prcarter
Moderator
Moderator

Re: Account Roll

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Good day Carly ( @ortho3400 ),

I see that Ethan Wood from the Cloud team has reached out to you directly about this.  We will contact you directly when the issue is resolved. 

Regards,

Phil Carter / OrthoTrac Escalations

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