Cloud Service Updates - 10/7 9PM EST

[tshaw]

*Update as of 10/7 9PM EST

All systems are fully operational.  If you have any issues or need further assistance please reach out to us at Support.US@csdental.com.

[MelissaM2020]

Orthotrac has been slow and or not responding  since lunch. What is the problem now??

[jcooke-AD]

Finally able to log back in an hour ago. 

Extremely frustrated with how SoftDent communicated things.

[Ethanw]

Hello @jcooke-AD 

We apologize for any inconvenience that the Softdent outage created for your business, yourself, your staff and your patients.

Now that we have restored system access for you, please contact Support if you have any new issues with access or functionality at Support US <Support.US@csdental.com>

[jcooke-AD]

TSHAW --- if IT thinks everyone is able to log-in, they are not correct.  I am in Washington State and we can not connect to the remote servers.  From reading the comments, an office in California is having the same issue.

Can we please get an accurate update.  Are all servers back-up or just a few?  When will we have another update for those of us who continue to be offline?

[jojob]

I am in SD. Some settings will need to be adjusted on my end, ex: when scanning in a document, it's pulling from the incorrect scanner. I'll figure how to assign the correct 1 later. Too busy now.

[jojob]

Yep, I am in.  I was able to log into Softdent cloud just now.

[jojob]

PROBLEM!  Softdent/Citrix just shut down.  I noticed something just a few seconds before it closed:  I should be on Sofdent Version 19.0.0.8  But message Said Softent V.18 shutting down.  Cannot connect to server. 

[jcooke-AD]

"The remote server failed to execute the application launch request.  Please contact your administrator for further details."

[ISAAC]

Yes, Having the same prompt

[OMSH8800]

Reset your computers and Citrix should boot right back up.

[ISAAC]

How do you reset Citrix? Keeps saying the remotes server failed to execute the application launch request. Please contact your administrator for further details

[jcooke-AD]

Not everyone..... "Can't connect to Citrix server."

Multiple restarts, including server.  

[cposia]

We came up at 10:00am EDT in Worcester, MA

[jcooke-AD]

What in the world does "limited access mean"?  

This outage, imo, has been handled horribly.  Customer Service reps, when you could finally get through to one, were less than helpful.  They had literally no information and added zero value.  

Once again, the IT department failed to work with customer service to provide necessary, needed, and timely information to the customer service group.  This has been a problem with SoftDent for 20 years.  Customer Service is provided little to know information about problems.  This has got to change.  It clearly is a systemic problem within Carestream.  Either the Customer Service Lead Team is weak and ineffective, or they are being completed disregarded by IT. Regardless, it is not acceptable. 

There needs to be a thorough review of how poorly this was handled.  

[Anon]

Well I certainly agree with you. I have literally begged my rep and tech support to address all the glaring inadequacies of the Softdent platform for years. I suspect this cyber attack was likely a ransomware attack that locked the system and rather than be blackmailed they restored us to the last backup (12am October 6) I also suspect the outdated platform of Windows 2008 server the system runs on was part of the problem. If this isn’t a wake up call to Carestream to update the operating system and the Softdent software I don’t know what is.

[cosmojax]

what does limited access mean?  And not for everyone?

[advanceddental]

What does limited access mean? 

[familydental]

what does limited access mean?

[familydental]

Please HURRY!!!!  we don't even know who is on our schedule without computers.

[jojob]

I use a 3rd party appt reminder, Solutionreach. I can see my schedule when I log into that. I manually add/delete appts as they change because they will have all older appts from Softdent since it cannot sync.