SoftDent Cloud freezing

[RAK]

Is there anything going on with the Soft Dent Cloud network? some of our workstations are very slow and some have kicked us out of the program and we can't get back in.

[tshaw]

We appreciate your patience during this frustrating time. Our announcement message on The Exchange (visible from the Home page and at the top of each product page) was just updated with the following information. That message will continue to be updated as more information comes in. 

Thank you for checking The Exchange for updates, and for your continued patience during this frustrating time. This will be the last update on this forum for Nov. 18. The team has been working non-stop to have this issue resolved and will continue to do so throughout the evening.  

A potential resolution has been identified and it’s likely that service will be restored tomorrow morning. There is a possibility that your login credentials may not work. For those who experience this issue, we will be assisting customers with resetting passwords. Please contact Support.US@csdental.com to do so. 

If anything changes during the evening hours, we will update the Exchange. If needed, updates will begin again on the Exchange the morning of Nov. 19. 

[cdamoney]

Another "security incident" Carestream should be reducing our monthly fees when their servers are down.  We have a large office and pay a lot for our monthly services. 

[jcooke-AD]

A security threat to me indicates a whole lot of untrained employees that are clicking on malicious links in email and/or online. It means low threshold firewalls, poor anti-virus programs at the server and workstation level. Whether that problem is at Carestream or their vendor, they need to figure it out.

[tshaw]

We apologize for the interruption and wanted to let you know our technical team is working as fast as possible to get you back up and running. Please know we are working hard to restore your service as soon as possible. 

[dravrutik]

can we have an update as to when the cloud will be restored??

[tshaw]

Please note the below announcement message that has been posted to the Home page and product pages of The Exchange. The announcement message in those areas will be updated as we received new information. 

Anticipated Downtime with Hosted Solution.

We have been alerted of a security incident with our hosted solutions and as a means of mitigating the extent and duration of any disruption it will be necessary to take the server offline at 11:30 am EST. We understand the kind of disruption this can cause and wanted to notify you as soon as possible so you can make informed business decisions about the rest of your day. Our team is actively working on the issue, but you likely should anticipate being down for most of the day. We will update you continually if this changes.

[bwhite]

Thank you for posting to "respond".  This does little to help when we continue to get shut down week after week.  Please ask leadership to give you concrete information so we can understand why this keeps happening.  The empty responses we keep getting are driving us to look at different software options.

[jcooke-AD]

Why does Carestream refuse to say what the problem is?  

[cdamoney]

This has been happening almost every week.  Last week we were shut down for almost 3 hours due to system/cloud issues.  We have been getting lots of errors as well as the cloud issues.  Not sure if this is related to windows 10 upgrades or what! Our scanners stopped working after we upgraded and it's been so frustrating! 

[bwhite]

Our scanners are the same. Usually you can restart your computer and they will work. Very unnecessary but has been a work around.

[jcooke-AD]

This is beyond infuriating.  Every 10 to 14 days we are having Cloud issues.  I don't know if Carestream had a vendor change or what but this is an unacceptable level of service.  All of our workstations are freezing, we can't reach support without being on hold for 90 minutes.  Something has got to be done. 

[ISAAC]

Yes we are having the same problem & the hold time over the phone is "less than 12 hours"

[bwhite]

Same problem here. So frustrating.

[ISAAC]

Est. time is 1pm today to restore

[bwhite]

Do we know what the problem is this time?

[jcooke-AD]

Why would Carestream be honest about that? They've never been honest about it before.

[RAK]

Now it is getting worse, going through more workstations