Oh no! When I tried to open YAPI, an error message popped up!
In this article, we will delve into what this error means, possible causes and solutions, and finally what to have ready for Technical Support Staff if this error necessitates their help.
Why is this Error Here?
This error specifies that the YAPI Dashboard application is having trouble communicating with the YAPI Service application. The YAPI Service application is installed on the server machine and handles communication between each instance of the YAPI Dashboard application and your practice management system (e.g., Open Dental, Dentrix, Eaglesoft, etc). When this error appears, it indicates that the YAPI Dashboard application is having trouble connecting to the YAPI Service application.
There are two troubleshooting tracks you can complete, dependent upon if this error is present on multiple computers or just one specific computer.
Note: At any time, feel free to contact YAPI Technical Support to help you troubleshoot this issue. Be prepared to grant accces to your server machine.
Troubleshooting: Multiple computers
If this error occurs on multiple computers, it is a good idea to check the server computer. Often, this error occurs after a server reboot or server maintenance, and the YAPI Service application has not turned back on. Some things to check:
Make sure the server computer is on and running
Make sure that the YAPI Service is on and running:
Locate the YAPI Service Manager icon on the desktop (it may also be named "YAPI Service Manager" or "YAPI Manager") and right click on the icon, then select Run As Admin
The YAPI Service Manager interface window will appear:
If the Stop Service button is light grey and the Start Button is blue (as shown in the picture above), the YAPI Service is not running and needs to be started. This should solve the problem on all workstations
If the Stop Service button is blue and the Start Button is light grey (opposite of the picture above), then the YAPI Service application is running appropriately. Move to the next troubleshooting step
Check the firewall settings for the server computer
Warning: The firewall and security settings of dental office server computers are often managed by IT companies. If your dental practice uses an IT company to manage the server computer and network connections, it is recommended to contact your IT company and provide this article as a reference point
The firewall of the server computer must be open to communications from each YAPI workstation. Make sure that the server computer is open to communication via the ports described in the article YAPI Outgoing and Incoming Network Ports
Troubleshooting: Single computer
The most common cause of this error occurring on a single computer in a dental office is the YAPI Dashboard application on the specific computer is unable to communicate with the YAPI Service Manager application installed on the server computer. Often, the firewall of the computer is not open to communicating with the YAPI Service Manager application. Make sure that the affected computer is open to communication via the ports described in the article YAPI Outgoing and Incoming Network Ports
Warning: The firewall and security setting of dental office server computers are often managed by IT companies. If your dental practice uses an IT company to manage the server computer and network connections, it is recommended to contact your IT company andprovide this article as a reference point
If these efforts do not solve the issue, submit a ticket for technical support and our friendly technicians will contact you as soon as possible!