Troubleshooting: Tracking Missing Forms Using the Document Events Log

If you went through the steps in Troubleshooting: Finding Missing Forms but still can't find a form that a patient completed, you can use YAPI's Document Events log to track the form's path, see where it stopped, and use that information to try and recover it.  Below, you'll find instructions for opening the Document Events log and interpreting what you find there to track your missing form.

Table of Contents

 

Opening the Document Events Log

  1. To open the log, from the YAPI Dashboard, click Tools Tools.png and select Administrative Tools, then Documents, then Document Events:

    Screen_Shot_2022-03-03_at_2.47.23_PM.png

  2. In the Document Events window, select Patient and enter the patient's last name OR select Date and choose the date the form was completed.  Then click Get.

    Screen_Shot_2022-03-03_at_2.48.18_PM_2.png

  3. Within the Document Events list that loads, search in the Date/Time column for the correct date and then the Name column for your patient's name:

    Screen_Shot_2022-03-04_at_9.04.44_AM.png

  4. In the Document column, find your patient's form.  

    Screen_Shot_2022-03-04_at_9.04.44_AM_3.png

    You'll likely see it listed multiple times, once for each Event (displayed in the Event column) showing where the form travelled and what was done with it:

    Screen_Shot_2022-03-04_at_9.04.44_AM_2_2.png

  5. Depending on whether your form was completed on an iPad or online, click one of the links below to determine what may have happened to your patient's form:

 

Tracking Missing Online Forms

What type of form are you looking for?

A Patient Information or Medical History Form

In the Document Events Log, the life cycle of an online Patient Information or Medical History form usually looks like this (though some items may not be in this same order):

Francine_Calfo_2.png

The image above shows that the form:

  • Was opened on online
  • Was completed and submitted online
  • Arrived in the Document Queue on the YAPI Dashboard
  • Had the data from it transferred into the patient's file in the practice management software.
  • Was sent to the practice management software from YAPI 
  • Was saved in the practice management software 

Check through the Common Issues below to see which of these events is missing, determine what likely happened with your form, and address the issue.

 

Common Issues

 

The last event listed for the form is "Document Opened Online"

Francine_Calfo_3_2.png

What Happened

The patient opened the form online but didn't complete or submit it.

What to Do

Ask the patient to resubmit the form online or complete it in-office on an iPad at their appointment. 

 

The last event listed for the form is "Document Submitted Online"

Francine_Calfo_3.png

What Happened

There may be an issue with your server.  A full hard drive or limited RAM (memory) can prevent submitted forms from being saved, so you won't receive them and patients will need to submit them again one the issue has been resolved.  A poor internet connection can also prevent the form from communicating with and saving onto your server.

What to Do

Contact your IT representative and have them assess your network connections and, if needed, make more hard drive space and/or RAM available on your server.  

 

The last event listed for the form is "Online Document Arrived" or "Online Document Added to Queue"

Francine_Calfo_4.png

What Happened

The form arrived in the Document Queue but was never filed. By default, forms in the Document Queue are purged after 99 days so it may have been deleted.

What to Do

If your patient filled out the form more than 99 days ago, ask them to complete the form again.

If the patient completed the form more recently, it may still be in your Queue, but it just isn't displaying there.

  1. From the YAPI Dashboard, click the Document Queue.  

  2. In the Since box, select the date the patient completed their form (or sometimes farther back than that).

  3. Click Reload.

 

The last event listed for the form is "Data Imported Into PMS" or "Patient's Data Deleted from Queue"

Francine_Calfo_5_2.png

What Happened

The data from the form was transferred into your practice management software but the form itself was never filed there. It could still be in YAPI, waiting to be filed.

What to Do

  • If the patient is no longer in the YAPI Dashboard, check the Dashboard for an Unfiled Documents window. 

    Screen_Shot_2022-03-04_at_9.21.23_AM.png

    If you find one, search for the patient's form there and follow the steps in Filing Forms from the Unfiled Documents Window to file their form.

  • If the patient is still in the YAPI Dashboard, check to see if they have a Document Folder documentalert.png icon next to them.  If they have one, right-click it and select Show Documents. Then, file the form into your practice management software if you find it here.  

  • If you didn't find the form or the patient is in the YAPI Dashboard without a Document Folder documentalert.png, contact our Custom Support team for help.

 

 

The last event listed for the form is "Document Saved in Document Center"

Francine_Calfo_2.png

What Happened

The form was sent from YAPI and registered as saved in Dentrix, Open Dental or Eaglesoft, but a plugin problem or other technical issue prevented it from actually saving there.

What to Do

Contact our Custom Support team for help.  They'll be able to determine whether a plugin update can resolve the issue and may be able to recover your form.  In the meantime, if the patient is still in the office, we recommend you have them complete the form again (just in case), save a PDF copy through the Document Viewer, and keep the form in YAPI to see if it can be filed after our team resolves the issue.

 

The form has an event labeled "Document Deleted" but NOT "Document Sent to Document Center" or "Document Saved in Document Center"

Francine_Calfo_6.pngFrancine_Calfo_7.pngFrancine_Calfo_8.png

What Happened

A member of your team deleted the form manually before it could be filed into your practice management software.

What to Do

  • Online Forms Deleted Today: Contact our Custom Support team for help.  They can attempt to recover the form on your server.

  • Online Forms Deleted Before Today: Your patient will need to complete the form again.  

 

NOT a Patient Information or Medical History Form

In the Document Events Log, the life cycle of any form other than a Patient Information or Medical History form usually looks like this (though some items may not be in this same order):

Robin_Dixon_2.png

The image above shows that the form:

  • Was opened on online
  • Was completed and submitted online
  • Arrived in the Document Queue on the YAPI Dashboard
  • Was sent to the practice management software from YAPI 
  • Was saved in the practice management software 

Check through the Common Issues below to see which of these events is missing, determine what likely happened with your form, and address the issue.

 

Common Issues

 

The last event listed for the form is "Document Opened Online" 

Robin_Dixon_3_2.png

What Happened

The patient opened the form online but didn't complete or submit it.

What to Do

Ask the patient to resubmit the form online or complete it in-office on an iPad at their appointment. 

 

The last event listed for the form is "Document Submitted Online"

Robin_Dixon_3.png

What Happened

There may be an issue with your server.  A full hard drive or limited RAM (memory) can prevent submitted forms from being saved, so you won't receive them and patients will need to submit them again one the issue has been resolved.  A poor internet connection can also prevent the form from communicating with and saving onto your server.

What to Do

Contact your IT representative and have them assess your network connections and, if needed, make more hard drive space and/or RAM available on your server.  

 

The last event listed for the form is "Online Document Arrived" or "Online Document Added to Queue"

Robin_Dixon_4.png

What Happened

The form arrived in the Document Queue but was never filed. By default, forms in the Document Queue are purged after 99 days so it may have been deleted.

What to Do

  • If your patient filled out the form more than 99 days ago, ask them to complete the form again.

  • If the patient completed the form more recently, it may still be in your Queue, but it just isn't displaying there.

    1. From the YAPI Dashboard, click the Document Queue.  

    2. In the Since box, select the date the patient completed their form (or sometimes farther back than that).

    3. Click Reload.

 

The last event listed for the form is "Document Saved in Document Center"

Robin_Dixon_2.png

What Happened

The form was sent from YAPI and registered as saved in Dentrix, Open Dental or Eaglesoft, but a plugin problem or other technical issue prevented it from actually saving there.

What to Do

Contact our Custom Support team for help.  They'll be able to determine whether a plugin update can resolve the issue and may be able to recover your form.  In the meantime, if the patient is still in the office, we recommend you have them complete the form again (just in case), save a PDF copy through the Document Viewer, and keep the form in YAPI to see if it can be filed after our team resolves the issue.

 

The form has an event labeled "Document Deleted" but NOT "Document Sent to Document Center" or "Document Saved in Document Center"

Robin_Dixon_6.pngRobin_Dixon_7.pngRobin_Dixon_8.png

What Happened

A member of your team deleted the form manually before it could be filed into your practice management software.

What to Do

  • Online Forms Deleted Today: Contact our Custom Support team for help.  They can attempt to recover the form on your server.

  • Online Forms Deleted Before Today: Your patient will need to complete the form again.  

 

Tracking Missing iPad Forms

What type of form are you looking for?

A Patient Information or Medical History Form

In the Document Events Log, the life cycle of an iPad Patient Information or Medical History form usually looks like this (though some items may not be in this same order):

Melvin_Frohike_2.png

The image above shows that the form:

  • Was opened on an iPad
  • Was saved and sent to YAPI from the iPad 
  • Had the data from it imported into the patient's file in the practice management software 
  • Was sent to the practice management software from YAPI 
  • Was saved in the practice management software 

Check through the Common Issues below to see which of these events is missing, determine what likely happened with your form, and address the issue.

 

Common Issues

 

The last event listed for the form is "Document Sent to iPad"

Melvin_Frohike_3.png

What Happened

  • The patient opened the form (and possibly completed it) but didn't save it, OR

  • There was an issue with your practice's WiFi connection and the completed form couldn't make it to your server. (In other words, the iPad tried to send it to your server but there wasn't a proper WiFi connection to take it there.) OR

  • There wasn't enough hard drive space on your server to save the form there, OR

  • There wasn't enough RAM (memory) on your server to finish the saving process.

What to Do

First and foremost, the patient will need to complete the form again. To avoid this issue in the future:

  • Check with our patient to make sure they finished the form.  On occasion, patients will fill out some of the form, but not make it to the last page to save it. 

  • If this isn't the case - and especially if this has happened with other forms or patients - check your practice's WiFi connection.  If your iPads are often out of range from your router (your router is in the back of the office or you took the iPad outside to a patient), we recommend you talk to your IT representative about purchasing a WiFi extender or Wireless Access Point.

  • If neither of these is the case, troubleshoot your iPad's WiFi connection.  Your iPad may be intermittently trying to connect to the wrong network, keeping forms from getting to your server.  For this, we recommend reading Troubleshooting Your iPad's Connection to YAPI.

  • If you've done all of the above and your YAPI is also running extremely slow, try closing unnecessary programs running on your server and make sure that your YAPI Dashboard only reflects the patients that are currently in the office.  Excess patients in your Dashboard can use up RAM (memory) on your server so that there's not enough to process and save forms.

  • If you're seeing Windows messages on your server like "disk is full," this means you've run out of hard drive space.  Reach out to your IT representative for recommendations on freeing up space on your server's drive.

 

The last event listed for the form is "Document Received from iPad" or "Data Imported into PMS"

Melvin_Frohike_4.png

OR

Melvin_Frohike_5.png

What Happened

The form arrived in the patient's Document Folder in YAPI but was never filed, so it could still be in YAPI.

What to Do

  • If the patient is no longer in the YAPI Dashboard, check the Dashboard for an Unfiled Documents window. 

    Screen_Shot_2022-03-04_at_9.21.23_AM.png

    If you find one, search for the patient's form there and follow the steps in Filing Forms from the Unfiled Documents Window to file their form.

  • If the patient is still in the YAPI Dashboard, check to see if they have a Document Folder documentalert.png icon next to them.  If they have one, right-click it and select Show Documents. Then, file the form into your practice management software if you find it here.  

  • If you didn't find the form or the patient is in the YAPI Dashboard without a Document Folder documentalert.png, contact our Custom Support team for help.

 

The last event listed for the form is "Document Saved in Document Center"

Melvin_Frohike_2.png

What Happened

The form was sent from YAPI and registered as saved in Dentrix, Open Dental or Eaglesoft, but a plugin problem or other technical issue prevented it from actually saving there.

What to Do

Contact our Custom Support team for help.  They'll be able to determine whether a plugin update can resolve the issue and may be able to recover your form.  In the meantime, if the patient is still in the office, we recommend you have them complete the form again (just in case), save a PDF copy through the Document Viewer, and keep the form in YAPI to see if it can be filed after our team resolves the issue.

 

The form has an event labeled "Document Deleted" but NOT "Document Sent to Document Center" or "Document Saved in Document Center"

Melvin_Frohike_7.pngMelvin_Frohike_8.png

What Happened

A member of your team deleted the form manually before it could be filed into your practice management software.

What to Do

Contact our Custom Support team for help.  They can attempt to recover the form on your server.

 

NOT a Patient Information or Medical History Form

In the Document Events Log, the life cycle of any iPad form other than a Patient Information or Medical History form usually looks like this (though some items may not be in this same order):

Linda_Tran_2.png

The image above shows that the form was:

  • Opened on an iPad
  • Saved and sent to YAPI from the iPad 
  • Sent to the practice management software from YAPI 
  • Saved in the practice management software 

Check through the Common Issues below to see which of these events is missing, determine what likely happened with your form, and address the issue.

 

Common Issues

 

The last event listed for the form is "Document Sent to iPad"

Linda_Tran_3.png

What Happened

  • The patient opened the form (and possibly completed it) but didn't save it, OR

  • There was an issue with your practice's WiFi connection and the completed form couldn't make it to your server. (In other words, the iPad tried to send it to your server but there wasn't a proper WiFi connection to take it there.) OR

  • There wasn't enough hard drive space on your server to save the form there, OR

  • There wasn't enough RAM (memory) on your server to finish the saving process.

What to Do

First and foremost, the patient will need to complete the form again. To avoid this issue in the future:

  • Check with our patient to make sure they finished the form.  On occasion, patients will fill out some of the form, but not make it to the last page to save it. 

  • If this isn't the case - and especially if this has happened with other forms or patients - check your practice's WiFi connection.  If your iPads are often out of range from your router (your router is in the back of the office or you took the iPad outside to a patient), we recommend you talk to your IT representative about purchasing a WiFi extender or Wireless Access Point.

  • If neither of these is the case, troubleshoot your iPad's WiFi connection.  Your iPad may be intermittently trying to connect to the wrong network, keeping forms from getting to your server.  For this, we recommend reading Troubleshooting Your iPad's Connection to YAPI.

  • If you've done all of the above and your YAPI is also running extremely slow, try closing unnecessary programs running on your server and make sure that your YAPI Dashboard only reflects the patients that are currently in the office.  Excess patients in your Dashboard can use up RAM (memory) on your server so that there's not enough to process and save forms.

  • If you're seeing Windows messages on your server like "disk is full," this means you've run out of hard drive space.  Reach out to your IT representative for recommendations on freeing up space on your server's drive.

 

The last event listed for the form is "Document Received from iPad"

Linda_Tran_4.png

What Happened

The form arrived in the patient's Document Folder in YAPI but was never filed, so it could still be in YAPI.

What to Do

  • If the patient is no longer in the YAPI Dashboard, check the Dashboard for an Unfiled Documents window. 

    Screen_Shot_2022-03-04_at_9.21.23_AM.png

    If you find one, search for the patient's form there and follow the steps in Filing Forms from the Unfiled Documents Window to file their form.

  • If the patient is still in the YAPI Dashboard, check to see if they have a Document Folder documentalert.png icon next to them.  If they have one, right-click it and select Show Documents. Then, file the form into your practice management software if you find it here.  

  • If you didn't find the form or the patient is in the YAPI Dashboard without a Document Folder documentalert.png, contact our Custom Support team for help.

 

The last event listed for the form is "Document Saved in Document Center"

Linda_Tran_2.png

What Happened

The form was sent from YAPI and registered as saved in Dentrix, Open Dental or Eaglesoft, but a plugin problem or other technical issue prevented it from actually saving there.

What to Do

Contact our Custom Support team for help.  They'll be able to determine whether a plugin update can resolve the issue and may be able to recover your form.  In the meantime, if the patient is still in the office, we recommend you have them complete the form again (just in case), save a PDF copy through the Document Viewer, and keep the form in YAPI to see if it can be filed after our team resolves the issue.

 

The form has an event labeled "Document Deleted" but NOT "Document Sent to Document Center" or "Document Saved in Document Center"

Linda_Tran_6.pngLinda_Tran_7.png

What Happened

A member of your team deleted the form manually before it could be filed into your practice management software.

What to Do

Contact our Custom Support team for help.  They can attempt to recover the form on your server.

 

A Treatment Plan

In the Document Events Log, the life cycle of a Treatment Plan - or any other form generated by YAPI Writer - usually looks like this (though some items may not be in this same order):

Alejandro_Fernandez_2.png

The image above shows that the treatment plan was:

  • Sent to the practice management software from YAPI 
  • Saved in the practice management software 

Check through the Common Issues below to see which of these events is missing, determine what likely happened with your form, and address the issue.

 

Common Issues

 

There is no record of the treatment plan in the Document Events log

What Happened

One of several things:

  • The patient opened the treatment plan (and possibly signed it) but it was never saved on the iPad. 

  • The patient signed the treatment plan and it's still in YAPI, waiting to be filed. 

  • There was an issue with your practice's WiFi connection and the completed form couldn't make it to your server. (In other words, the iPad tried to send it to your server but there wasn't a proper WiFi connection to take it there.) 

  • There wasn't enough hard drive space on your server to save the form there.

  • There wasn't enough RAM (memory) on your server to finish the saving process.

What to Do

First and foremost, you'll need to generate the treatment plan to YAPI again using YAPI Writer and the patient will need to sign it again. To avoid this issue in the future:

  • Check with our patient to make sure they signed and saved the treatment plan.  On occasion, patients will sign the treatment plan, but forget to save it (or won't know how to). 

  • If this isn't the case - and especially if this has happened with other forms or patients - check your practice's WiFi connection.  If your iPads are often out of range from your router (your router is in the back of the office or you took the iPad outside to a patient), we recommend you talk to your IT representative about purchasing a WiFi extender or Wireless Access Point.

  • If neither of these is the case, troubleshoot your iPad's WiFi connection.  Your iPad may be intermittently trying to connect to the wrong network, keeping forms from getting to your server.  For this, we recommend reading Troubleshooting Your iPad's Connection to YAPI.

  • If you've done all of the above and your YAPI is also running extremely slow, try closing unnecessary programs running on your server and make sure that your YAPI Dashboard only reflects the patients that are currently in the office.  Excess patients in your Dashboard can use up RAM (memory) on your server so that there's not enough to process and save forms.

  • If you're seeing Windows messages on your server like "disk is full," this means you've run out of hard drive space.  Reach out to your IT representative for recommendations on freeing up space on your server's drive.

 

The last event listed for the form is "Document Sent to Document Center"

Alejandro_Fernandez_3.png

What Happened

The signed treatment plan was sent from YAPI but never received in your practice management software.

What to Do

Contact a representative at Dentrix, Open Dental, or Eaglesoft to troubleshoot and assess why forms aren't saving there.

 

The form has an event labeled "Document Deleted" but NOT "Document Sent to Document Center" or "Document Saved in Document Center"

Alejandro_Fernandez_5.pngAlejandro_Fernandez_4.png

What Happened

A member of your team deleted the treatment plan manually before it could be filed into your practice management software.

What to Do

Your patient will need to sign the treatment plan again.

 

 

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