Troubleshooting

The phone can’t reach the computer

The phone must be on the same network as the office computer. That is the one requirement charting has.

• If your office has more than one Wi-Fi (for example “Office” and “Office-Guest”), put the phone on the one the computers use. A guest network will not reach the operatory.
• If your network separates devices with VLANs or client isolation, have IT put phones and operatory computers on one segment.
• A phone that is away from the office network shows a note to join the office Wi-Fi. Nothing is revoked; join the network and it connects on its own.
• If your office cannot put phones and computers on one network, email support@periomaxer.com. A relay through our servers, under a signed BAA, is planned for that case. See HIPAA and the BAA.

The phone says “Scan to reconnect”

One phone charts on a computer at a time, and the most recent phone to scan that computer’s code holds it. If a colleague scanned after you, your phone shows Scan to reconnect. Scan the code on the computer again to take back over. Nothing is lost and nothing is revoked.

Values stopped landing in the chart

PerioMaxer types only while your practice software is the front window. If someone clicks another window mid-charting, typing pauses at once. Click back into the perio chart and continue.

Dentrix takes nothing since it updated

A Dentrix update can change how the chart takes input. Record the macro again from the PerioMaxer window. About five minutes, same as the first time. See Dentrix.

The charting order looks wrong

The desktop calibrates against the charting order it found at install. If your office changed that setting in your practice software, run calibration again from the PerioMaxer window, or tap Recalibrate in the phone app’s settings while connected.

License says “Email verification required”

The owner account on your practice has not verified its email yet. Sign in to the portal, click the verification banner, then click the link in your inbox. The computer picks it up on its next check, within about 30 seconds.

Past-due subscription

A failed payment starts a 7-day grace period; charting keeps working. Update your card in the portal under Settings. Once payment goes through, computers reactivate on their next check.

Something else

Open Settings in your portal and start a support request, or email support@periomaxer.com. Include your practice name and which operatory has the issue.