AutoPay icon missing since Update 4.17.2023

[Swanky1]

Our CS Orthotrac had an update over the weekend, since then, the Auto Pay icon on an individual account is Grayed out & the financial roll is not working properly. It also shows that we are out of PCI compliance (which is not true). When calling carestream, they said its a "known" issue on their end & trying to fix it but they do not have a timeframe as it was supposed to be fixed yesterday.  The problem is, we cannot change anyones individual autopays or add anything to it. This is an issue if a patient wants to change the current card on file (which is processing fine) to a new one as you can't go into the autopays at all.  Orthotrac doesn't see this as a problem- per the rep I spoke to on the phone! Who else had an update they didn't know was coming & now experiencing these problems?? Can Carestream/ Orthotrac/ sensei- whatever we are being called today- update on this message board that there is a know problem & keep us updated on the status??? 

[jodefoe]

We are experiencing the same problem and it is a BIG deal!! Typical Carestream incompetance.

[Swanky1]

We received an email with a workaround from someone at OT: 

There will be an emergency fix deployed over the weekend to resolve the Auto Payment issue.  Below are the steps for a workaround to access the Auto Payment window to make modifications to existing Auto Payments in the meantime:

1. From Main menu of OrthoTrac select Function> Patient Chart>Financial Functions

1. Open any Patient with existing Auto Payments

1. Select  Adjustments ( Eraser icon)

1. Select Transfer adjustment type.  This activates the Auto Payments Icon

1. Click Auto Payments Icon.  This will open the Auto payments Card window  for any patient with existing Auto Payments and allow them to make modifications.
2. Once changes are saved, you can proceed with processing Auto Payments as normal.

[Swanky1]

Don't you love the solution of "We recommend you NOT run autopays until this is fixed...." some offices depend on their autopays to come in to pay their bills & salaries, etc. Its been 3 days already & still no resolution. 

[tshaw]

Hello, 

We apologize for the inconvenience. I reached out to the team to get an update, and you can find the latest information regarding Auto Pay on this post, 
https://community.carestreamdental.com/t5/ORTHOTRAC/Auto-Pay-and-Roll-Issue-in-OrthoTrac-v15-3-Hoste... 

[Braces2021]

Last known update as of this morning was it is a world wide outage and they do not have an update.  I know our financial coordinator can manually set things up and add cards, that is about the extent to my knowledge on this @tshaw could you shed some light on this situation?

[Braces2021]

or @matt_ackerman could you help??

[Swanky1]

Our Autopay icon is completely grayed out & can't be accessed at all. We can't change anything or set up autopays currently. 

[Braces2021]

I believe she went under the functions and financial portion and did something from there??  I am not 100% sure, she has set up autopayment plans.

[decke]

I am having the same problem. Could someone from Orthotrac please respond so we have an idea when this will be corrected?

[Swanky1]

We received an email with a workaround from someone at OT: 

There will be an emergency fix deployed over the weekend to resolve the Auto Payment issue.  Below are the steps for a workaround to access the Auto Payment window to make modifications to existing Auto Payments in the meantime:

1. From Main menu of OrthoTrac select Function> Patient Chart>Financial Functions

1. Open any Patient with existing Auto Payments

1. Select  Adjustments ( Eraser icon)

1. Select Transfer adjustment type.  This activates the Auto Payments Icon

1. Click Auto Payments Icon.  This will open the Auto payments Card window  for any patient with existing Auto Payments and allow them to make modifications.
2. Once changes are saved, you can proceed with processing Auto Payments as normal.

(hope this helps your office out)