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).