SoftDent V18 - Known Issues

[Anon]

I am keeping a log here of issues that come in from customers.

SD Crash When Deleting a Distributed (Split) Payment (Non-Credit Card)

Recreate Steps:

1. Go to any patient transactions or account and click "Y" for the Payments window to open.

2. Post a distributed payment (insurance or personal payment).

3. Attempt to delete the distributed (Split) payment, click Edit in any of the Split payments and click "Delete" > SoftDent crashes with the error below:

“There was an unexpected error in the program. SoftDent will now attempt to shut down".

Note: If you experience this crash, once you reopen SD, the payment will still need to be deleted.

Work-Around:

1. Go to System and click on “Modify Balance”.

2. Go back to the patient that has the Split payment posted and open the transactions window, click delete on each of the Split payments to delete one by one.

[drcavola]

Here's a KNOWN issue - if/when you upgrade to version 18:  The following is what you'll read and be told:

ePayments Secure

ePayments Secure gives your practice and patients additional credit card payment security.

Advantages of ePayments Secure include:

• No credit card numbers stored on your local computers

• Automatic settlement (no more manual settlement)

• New credit card chip reader/swiper/NFC machine

• Same workflow as existing ePayments

But here's what you will NOT be told.  Your TSYS bill (Merchant bill) will just about double (ours went to just about 5%).  WHY?  Because they, Carestream and TSYS, won't tell you that your "non-qualified" credit card purchases will increase dramatically.  Anytime you do a manual credit card payment and not fully complete every single one of the fields available, it's a NQ purchase.  Do a "use last card"?  That's another NQ purchase.  Use any insurance credit card payments?  Put those in manually?  Of course, and you cannot complete all the fields available .... yes, so you get dinged a NQ purchase.  

There's goes your "Mazimize Profitability" right out the window.  Isn't is supposed to be faster?  Did you read "Enhance Efficiency"?  It's not even faster, yet you'll pay more.  And lots more ...

Whose great *&%^$$# idea was this?

[suzanne]

Thank you for the honest information.  We have been considering upgrading to ePayments Secure because we've been promised lower fees.  However, since TSYS still hasn't credited us our quarterly PCI fees (going on 5 years now and counting..), I've been hesitant to "upgrade" to ePayments.  And in light of your comment, it sounds like they still have work to do in making things easier for dental offices to do business.

[pksaari79]

You are paying quarterly PCI fees?  We do not and have never.  THAT is enough to make me not consider the e-payments option as PCI is a pain to complete, though I know mandatory.  For that hassle, they should be paying us!!  In light of what I read earlier, I will wait on e-payments.  Sadly, I heard this from local dentists too....that the e-payments had more headache than it was worth.

[drcavola]

And update and a correction.  The correction is that TSYS has been reaming us for longer than the beta of this version 18.  That's on me, and shame on me for not paying attention to the credit card transaction fees.  I just got emailed a report from TSYS  and here's the bottom line for the last 8 months.  We have been paying an effective rate of 5.044% (meaning total fees, including PCI, but the vast majority of those fees are NQ (non-qualifying) fees as mentioned before in a post ... 

The update is:  Our team is currently investigating other companies as that is too high a price for the integration of credit card payments into Softdent.  

[roeser]

We also were unhappy with the fees charged and switched.  Check with your local bank they offer competitive rates.  A little more work since you post to sofdent and then online with the bank but worth it.

[uniondental]

How is it going with correcting issues in this release.  We held off installing because of the problems.  We do have the Faircom server.  Thank you

[Anon]

Hi, so it's been slow going. We are testing something today in an office and hope to know more by the end of the week.

[tallarob1]

What's the latest with the Faircom issue?  I was hoping to upgrade over the Christmas holidays.

Thanks

[tallarob1]

Thanks for the update.  I was hoping to upgrade the day after Thanksgiving but have some family obligations so probably won't be upgrading until Christmas week.

[callton]

We use Best Card - they tell me they are working on an integration with SoftDent.  Their fees are much lower (under 3%) and they are wonderful to work with.

[drcavola]

Good to know, thx

[Anon]

CS SoftDent Client Server:

We have had a couple offices have issues with the Client Server version of 18. 
When 10-15 concurrent users are in the application at once, Faircom will crash.

If you are a Client Sever office with more than 10 users. You may want to hold off on install until we can figure out what's causing the issue.

I will keep you posted here.

[tallarob1]

Tyson,

Any update on the Faircom issue with version 18?  

[Anon]

We are still working on it. We hope to be testing a fix with an office this week.

[pksaari79]

Now I hear there is an issue if a patient pays the office in full and we file the insurance on their behalf....that Softdent won't submit these claims, you have to call ECS to submit them but then they don't show up as paid. What is the issue with this and when will it be fixed?

Kay

[Anon]

Apologies, I've been trying to get more info on this. It looks like there is an issue with an ECS file. THe file part will be fixed with v19 but we may need a utility to clean up the transactions. We are looking further into this and I'll keep you posted.

In the meantime, If you click "No" from the first popup, it should keep you from getting the other popups.

[tallarob1]

Thank you for this info.  I do have the Client-Server version and have 20 users so this definitely applies to me.  Please keep me updated regarding this issue.

Thanks.

[tallarob1]

Thank you for doing.  Just got my disk this week.  Will probably keep an eye on this thread for awhile before installing!