CS SoftDent: "A Timeout Occurred Connecting to Server" Error

[#1]

Symptoms

When launching CS SOFTDENT Software, the system may return the following error:
"A timeout error occurred while connecting to the server. Please verify that the server is running." • Cannot log in to CS SoftDent.

When attempting to log into CS SoftDent Software versions 12.0.9 and prior, an error appears:
• "Database Directory is not Accessible. Please Check Your Mappings"
Clicking OK on the error causes CS SoftDent to close.


Product:

CS SoftDent Practice Management Software Versions 10.0 And Higher

Diagnosis

• Lack of connection with the PracticeWorks License Server (PWSvr.exe / Gold Key icon)
• Computers are not on the same workgroup or domain
• PWSvr.exe is not running on the server
• Multiple subnets are in use
• Remote Desktop Protocol (RDP) or Terminal Services are in use.
• Errant MSG Files
• Offline Files are being Synced
• Compatibility Mode is enabled in PWSvr.exe's Properties
• The Windows user on the server has been logged off, causing PWSvr.exe to close.

Solution

1. Ensure that the PracticeWorks License Server is running on the server.
2. Check for hanging PWSvr.exe processes in the Task Manager.
3. Ensure the proper PracticeWorks Client Options settings are configured as follows:
   1. File System Message Timeout: 15 or higher
   2. Mailslot Message Timeout: 5 or higher
   3. PracticeWorks Server Path: UNC or Mapped drive path

1. Ensure that the server and workstations are on the same domain or workgroup.
2. Ensure that all users have full control to the share containing SoftDent and the License Server.
3. Ensure that all workstations and the server are on the same subnet.
4. Ensure that the users are not actively connecting to the server via Remote Desktop (Terminal Services).
5. If RemotePWSvr is in use, remove the following items:

• Folder: C:\RemotePWSvrDir (Default Location)
• 64 Bit OS: HKEY_LOCAL_MACHINE\Software\Wow6432Node\PWInc\PWSvr\RemotePWSvrDir
• 64 Bit OS: HKEY_LOCAL_MACHINE\Software\Wow6432Node\PWInc\PWSvr\RemoteSvr
• 32 Bit OS: HKEY_LOCAL_MACHINE\Software\PWInc\PWSvr\RemotePWSvrDir
• 32 Bit OS: HKEY_LOCAL_MACHINE\Software\PWInc\PWSvr\RemoteSvr

1. If specific workstations are getting Timeout Errors, delete any "*.MSG" files from the server's "SoftDent\PWSvr\MSG" directory.
2. Make sure that the workstation contains the following registry values:
• 64 Bit OS: HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\PWInc\PWSvr: PWSvrDir = Path to PWSvr.exe on Server
• 32 Bit OS: HKEY_LOCAL_MACHINE\SOFTWARE\PWInc\PWSvr: PWSvrDir = Path to PWSvr.exe on Server

1. If the PWSvr folder is set to be synched when offline it will be necessary to disable the offline file sync.


Windows User Logged Off on Server: 
A Windows user must be logged in on the server for PWSvr.exe to continue running.
When the server is not in use, it is recommended to lock its screen (press Windows Key+L) instead of logging off.