Troubleshooting: "Unable to Preview Document" Error in Dentrix

If you see an "Unable to Preview Document" Error in Dentrix when trying to view Yapi forms, follow the steps below to troubleshoot.


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Troubleshooting the Issue

This error occurs because of an extra security setting in Adobe Acrobat Reader that prevents Yapi from properly filing iPad forms into the Dentrix Document Center.  In fact, you may not have had any issues before, but see this error occurring shortly after an automatic update from Adobe.  There are two steps to getting up and running again:

Step 1: Adjusting Your Settings in Adobe Acrobat

If you know this error is occurring only for forms that were filed from a specific workstation, follow these steps on that workstation.  Otherwise, follow these steps on your practice's server:

  1.  Open Adobe Acrobat Reader (you'll usually find this in your Windows menu):


  2. In Adobe Acrobat, click Edit in the toolbar and select Preferences.

  3. In the Categories list on the left, select Security (Enhanced).

  4. Deselect Enable Protected Mode at startup and Enable Enhanced Security:


    You'll see a pop-up asking if you're sure you want to continue.  Click Yes:


  5. Click OK

  6. Close and reopen Adobe Acrobat Reader for your changes to take effect.  You can then close it again.


Step 2: Manually Filing Forms that Didn't File Properly

Any forms that you weren't able to preview in Dentrix need to be refiled manually from Yapi.  Luckily, this only happens with forms patients filled out on an iPad:

  1. From the YAPI Dashboard, click Tools Tools.png  and select Administrative Tools, then Documents, then Retrieve Recent Documents.

  2. When prompted, enter your YAPI password and click OK.

  3. In the Recent Documents window that pops up, select the number of days ago that the error started occurring, then click Get:


    This pulls of a list of all the forms patients completed on an iPad since the issue started happening.

  4. Click on a form's name, then select the File into option.  Select the patient in the Select Patient Window, click Continue, and complete the filing process as you normally would.


    Note: In some cases, the name in the Document column may look different from the form names you usually see. For example, Informed Consent for Fillings may display as just "Consent." Some forms may not have a name at all.  You can see the form's true name by right-clicking on it and selecting Open Document.
  5. Repeat step 5 for each form on the list.


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