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CLOUD INCIDENT RESOLVED 8/1/2020: Max OSX Computers Cannot Connect to Cloud Applications

UPDATE 8/3/2020:  This incident has been resolved as of the morning of Saturday 8/1/2020.  If you still experience issues, please reboot your PC / tablet / device and try again before contacting Support. 

UPDATE 7/31/2020:  This incident is still ongoing.  Our Cloud Ops team is working overnight shifts to find a solution.  It is currently believed that Apple has caused this issue with the release of a recent certificate update.  Please continue to use the workaround below in the meantime. 

New incident: Identified

We have identified an issue with Mac OSX computers connecting to Cloud applications. A fix is being implemented and is expected to be completed after hours tonight (7/29/2020).

The workaround is to 1) reboot the workstation, 2) download Google Chrome or Firefox, and 3) access the applications through https://mypractice.carestreamdental.com, instead of desktop icons. If prompted to download a file, download the file, and double-click it, to launch the file in Citrix Receiver / Citrix Workspace.

If you have additional questions or have trouble with this process, please contact Support at Support.US@csdental.com   or via phone at 866-722-2567. 

As always, please be aware that Carestream does have a Cloud Status site which provides updates on Cloud infrastructure and identified issues.  The URL for the status page is https://cloudstatus.carestreamdental.com/ . New clients are automatically enrolled for this site.  To sign up additional accounts besides the one which was automatically enrolled, clients will need to go to http://www.carestreamdental.com/us/en/forms/status-io-form  (this link is also available from the status page itself).

Thank you, 

OT Support

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