Katie from Imaging called and was able to retrieve the FMX for us - we are thrilled.
For others having this issue, it could be associated with the antivirus exceptions. We are updating that and hope it is the fix.
Anti-virus software can slow down data transfer, remove essential files incorrectly identified as malware, prevent software installation, etc. By adding exceptions we can reduce or eliminate that impact and it has solved similar problems in the past. I'll continue to follow the case.
Generally speaking, yes. For Carrie's case in particular? I'm not buying it, unless there is more to the story than has been discussed. Glad she found those images ... a welcome relief. You all don't understand the stress, embarrassment, and grief that produces when you've struggled with taking a full series, and then .... disappears in front of yours and the patient's eyes. Try to find them again? More stress. What caused the TW program to crash, or what caused the workstation to stall out when saving the images? That's what needs to be investigated more thoroughly. If I were a betting guy, my money would be on the Softdent and Imaging programs NOT playing nice together. Believe me, there is a long standing history of those two children fighting.
In my mind, if it were the AV exceptions, then wouldn't that happen more consistently? Especially on that workstation. This was, according to Carrie and my understanding, a random occurrence. If it were much more frequently, then maybe so. But not likely.
After about 25 years of Softdent use and making Support calls - the two answers from Support that "drive" us/me crazy are as follows, in this particular order:
1. Run Utilities
2. It's your AV software
Further on the list are .... network settings, workstation operating system, server operating system, Softdent version, Imaging version, workstation hardware specs, server specs..... on down the line, on down the line.
Sometimes .... it's a software bug - through no fault of us dental offices. Maybe that should be at the top of the list??
(note: Support is getting better at the above list, still room for improvement. The Level 1 techs usually just spout off the list verbatim).
Anti-virus software can indeed produce intermittent, varying results. It updates itself at least once a day and the effects change. Windows updates can also cause unexpected problems.
It's a start. I'm going to continue to monitor the case.
That is frustrating for sure!
My suggestion to prevent it in the future is this- if using the 6100 sensors (with the button), do not use the auto FMS. This is usually being used when the images disappear. It doesn't take that long to push the button before acquiring. If you are using the 6200 sensors (without the button), the sensor is always ready to acquire so the auto FMS is pointless to use.
Katie is fantastic! A wonderful asset to our support team!!
By "auto FMS" do you mean "use a format"? We have both a 6100 sensor with a button and a 6200 without. I had the assistant show me how she sets up to take a FMS and didn't see anything about auto FMS....
Hi, different than using Formats; it is a different icon that was used
often with the 6100 sensors so you didn't have to use the remote control
to take each image, it would automatically move from one box to another.
You must be careful to have both size sensors plugged in when opening the
auto FMS and do not close out without saving it.
New imaging software icon for auto FMS Select the format you want to use
from the gears and it starts a timer to take the 4 bitewings, FMS etc.
Hope this answers your question.
Meryl Wieder | US & C Corporate Sales Training Specialist
DENTAL US DIGITAL SALES
Home Office: 973-256-7234 Mobile: 973-885-9022 | Fax: 678-802-1967
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