IS THERE ANOTHER OUTAGE?

[paularyfa]

Support not open yet.  Cannot launch Orthotrac on most stations with citrix receiver issue

[john_wildharber]

Paularyfa - 

There is not an outage.  We are working to improve performance impact of security tools.  I am copying the note we have on this site for reference of that activity.  I will have a member of our team immediately look at your application to address any issues.

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.

[ghorsey]

YET ANOTHER ISSUE WITH THIS DISASTER OF A COMPANY! STOP MAKING EXCUSES AND LYING TO YOUR USERS, WE DESRVED BETTER AND SO DO OUR PATIENTS.  FIX THE REAL ISSUE AND DO BETTER!  

[john_wildharber]

We will reach out to you to assist with any current issues you might be having right now.  We apologize for any recent and ongoing impact of issues/performance with the service.

[edwardsdental2]

We can not log into PraceticeWorks this morning. 😞

[tshaw]

Thank you for your patience, and we apologize for the impact as we continue to work on the performance of our security tools. 

Please reach out to us at Support.us@csdental.com to report the issues you are having 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.

[drpayne]

So, I have reached out to John Wildharber and e-mailed tech support. Only crickets!!!. Our system clock is off 2 hours and the system has been slow all morning.  Beyond frustrating!!!  How can you in good conscience continue to charge the high support fees when you are continuing to fail in providing a stable platform?

Very angry,

drpayne

[john_wildharber]

Dr. Payne - 

I apologize for the delayed response.  Our teams are working tonight to resolve the issues that were affecting you today.  One of our team reached out to you earlier and we look forward to input from you about system performance tomorrow. 

[paularyfa]

Thx. Still having connectivity issues this morning. 

[john_wildharber]

Paula,

We will address this for you immediately.

[mhay26]

I am on hold for support to help...to start 30 calls ahead of mine and 50 minute hold time.  I have been on hold for 28 minutes and still 27 callers ahead of me.  This is ridiculous!  I am telling patients monthly our system is down and although I would love to help I cannot at this time.  It is to the point I am starting to tell the same patients the same thing.  Also still waiting for current claim forms to be loaded to the cloud so I can print claims again!!!!  This has been going on for over 6 mos, and I have called multiple times to only be told you are still working on a solution, but no answer yet

[tshaw]

@mhay26 we apologize for the wait and appreciate your patience with the impacts you are experiencing as we continue to work on our security toolset. 

You can also reach out to us by emailing details to Support.us@csdental.com, and we will assist you as soon as possible.  

[MelissaM2020]

This has become a constant issue with Orthotrac, we are looking at other options now.

[jcooke-AD]

It's not just Orthotrac.  It is every cloud based PMS Carestream has. 

For Carestream to be saying there is not an outage is dishonest at best. 

When we can't connect to the server, that is an outage!

[paularyfa]

well we've all lost connection now. 

[john_wildharber]

Paularfya - 

I apologize for the impact.  We are working now to address. 

[katiejane62]

We are having the same issue here.  Very frustrating.

[katiejane62]

We are up and working now.  Fingers crossed. Have a great day all.

[paularyfa]

You too. Still having some issues but escalations helping us.