Trying to log on to WinOMS and it is stating that the computer has lost its connection to the Sybase engine on the server. We are on the cloud. Any help would be appreciated!
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.
Another update. Not as good.
The earlier ETA of 30 minutes appears to have been wrong. Our engineering teams are still working on resolution. I do not have a new ETA being given to me so that leads me to believe this will be a longer fix and potentially take until possibly afternoon. It could be sooner and of course I will communicate any real-time changes to status.
Here we go again.
Carestream Dental is aware that your systems are down and are not accessible. We are actively working to resolve this issue. We apologize for the impact and will let you know as soon as service is available. Current estimated time to resolution is 1PM EST. If that estimate changes we will let you know.
Why can't Carestream provides timely, meaningful updates to system issues that are easy to find and useful?
Why do end users have to hunt through posts to look for updates about known system problems?
Carestream should be posting information here as soon as they know an issue with performance or accessibility has been identified. The lack of communication has been a problem for SoftDent for 20 years. How about this: (1) admit there is a problem, (2) state the problem, (3) what teams with in Carestream have been notified and are working on the problem, (4) indicate what is being done to resolve the problem, (5) an estimated time of restoration.
Then updates should be posted every 30 minutes with additional information and guidance.
It should be an identified role within Carestream for someone (with a back-up) whose job is to drop what they are doing and focus exclusively on communicating and updating users on the outages. When a problem is affecting all users, that should be a top priority. It never seems to be though. Communication and openness should be paramount Leaving offices hanging only leads to frustration. That frustration is compounded when the end user calls customer service and finds out there is a 90 minute plus hold time. That alone is an indicator to the end user that there is a larger problem occuring. Why not step-up and address it head-on? The IT group has always been poor at communicating to customer service what is happening and when it will be resolved. That has to change. The IT group has to realize that they must communicate to the customer service team real-time updates that CS can use to help customers. There seems to be a systemic divide in Carestream between the IT group and CS.