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Comprehensive Bridge Troubleshooting Guide

Updated

Description

This guide is to walk through troubleshooting a bridge and to provide supporting articles.

 

Background

When an office is having problems with the bridge we need to first make sure it is set up correctly in Curve and then troubleshoot from there. To start, answer the questions chain below to get to the articles that pertain to your issue.

This guide starts under the assumption that the office already has bridge turned on in Curve. If it needs to be turned on please view Add-On: Bridge

  • NOTE! This map is a work in progress, please email Zabrina if there is a guide that needs to be added.

 

Steps to Follow

What happens when they click on bridge?



Do they have the most up to date version of Curve Capture running?



Is the correct pathway mapped in Admin for the Imaging Software they want to bridge to?



If the office clicks on Bridge on the sidekick, and the proper imaging software comes up and it is after that that they get the issue, they will have to call the support for the Imaging Software

Verify-the issue is in or with the Imaging Software by following the pathway given for the Bridge in Administration, on the computer. Pulling up the imaging software outside of Curve and testing for the error again

Solution-Offer to conference call with the office to help them solve the issue with the Imaging Software Tech support. IF they do not have time to conference call, make sure the office knows they need to get in touch with the imaging software tech support or the people who helped them install it to get the issue resolved. The ticket in this situation would be left open until issue is verified to be resolved.


 

WHY

  • Explaining to the office why this is happening is important! In this situation we would want to explain/show the office that the issue they are experiencing is outside of Curve. By isolating the issue down to the software we are able to pinpoint that they are the people best equipped to hadle the issue.



When the Bridging issue meets any of the following criteria it needs to be escalated

  • When they have bridging turned on, Most up to date version of Curve Capture running, pathway set up correctly, and nothing happens when they click bridge
  • The right executable is selected and something different comes up.
  • If the issue is in Curve and not in the imaging software.

For more information on how to escalate the ticket please view Escalating an Imaging Issue



We need to make sure Curve Capture is running and the most up to date version is installed

  • If Curve Capture is not installed- start the install process from Administration
  • If an older version of Curve Capture is installed- Uninstall all versions of Curve Capture from the control panel and the C: drive. For more information on how to do this, please view How to Uninstall Curve Capture



If the pathway is incorrect in Administration. Click on their imaging software from the list below to help them find the right executable

  • Note! If the pathway is fixed and they are still having problems in Curve to pull up the Imaging Software, Click Here
  • Note! If the pathway is correct and they are able to pull up the imaging software, and are experiencing further problems from there,Click Here

Supported Imaging Softwares for Bridge

 

 

 

Additional Information

What happens when they click on bridge?



Do they have the most up to date version of Curve Capture running?



Is the correct pathway mapped in Admin for the Imaging Software they want to bridge to?



If the office clicks on Bridge on the sidekick, and the proper imaging software comes up and it is after that that they get the issue, they will have to call the support for the Imaging Software

Verify-the issue is in or with the Imaging Software by following the pathway given for the Bridge in Administration, on the computer. Pulling up the imaging software outside of Curve and testing for the error again

Solution-Offer to conference call with the office to help them solve the issue with the Imaging Software Tech support. IF they do not have time to conference call, make sure the office knows they need to get in touch with the imaging software tech support or the people who helped them install it to get the issue resolved. The ticket in this situation would be left open until issue is verified to be resolved.


 

WHY

  • Explaining to the office why this is happening is important! In this situation we would want to explain/show the office that the issue they are experiencing is outside of Curve. By isolating the issue down to the software we are able to pinpoint that they are the people best equipped to hadle the issue.



When the Bridging issue meets any of the following criteria it needs to be escalated

  • When they have bridging turned on, Most up to date version of Curve Capture running, pathway set up correctly, and nothing happens when they click bridge
  • The right executable is selected and something different comes up.
  • If the issue is in Curve and not in the imaging software.

For more information on how to escalate the ticket please view Escalating an Imaging Issue



We need to make sure Curve Capture is running and the most up to date version is installed

  • If Curve Capture is not installed- start the install process from Administration
  • If an older version of Curve Capture is installed- Uninstall all versions of Curve Capture from the control panel and the C: drive. For more information on how to do this, please view How to Uninstall Curve Capture



If the pathway is incorrect in Administration. Click on their imaging software from the list below to help them find the right executable

  • Note! If the pathway is fixed and they are still having problems in Curve to pull up the Imaging Software, Click Here
  • Note! If the pathway is correct and they are able to pull up the imaging software, and are experiencing further problems from there,Click Here

Supported Imaging Softwares for Bridge

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Disclaimer: All information presented herein is solely intended to train employees of Curve Dental customers on the use of the software application described in this Community Article and to illustrate how Curve software can be integrated into a typical practice's operations. Statements and examples used in this Community Article are not intended to contradict or in any way override the written or verbal instructions of the leadership of the customer ("Licensee"). The Licensee is responsible for establishing its own practices and procedures and making each of its employees familiar with them, including those related to the use of the application described in this Community Article. Nothing in this Community Article should be construed to be instructing any Licensee employee to violate any Federal, State, Provincial or other jurisdictional law or regulation; or to violate any aspect of the Licensee's established practices and procedures. The information contained in this document is the copyrighted property of CD Newco, LLC. No part of this document may be reproduced, republished, translated, stored in a retrieval system, or transmitted in any form, or by any means, mechanical, photocopying, recording, or otherwise, without the prior written consent of CD Newco, LLC. Licensees may print copies of this Community Article for their own internal use. CD Newco, LLC may take any action permitted by law to enforce its rights hereto. The information contained in this document is subject to change without notice. The enclosed materials are not a contract and create no rights upon the reader or obligations of any kind on CD Newco, LLC or its affiliates. CD Newco, LLC reserves the right to make changes to any products or services described in this Community Article at any time without notice. CD Newco, LLC shall not be liable for the actions or inactions of the reader in reliance upon the information contained in this document.

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