Troubleshooting: The Practice Online Portal (POP) Loads Only in Offline Mode

When logging into the Practice Online Portal (POP), if you experience a lag and then a message that POP is "Unable to Connect to Practice Server," this indicates that POP isn't able to communicate with your practice's server and only minimal features are available in Offline Mode. 

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To troubleshoot, follow the steps below.

Table of Contents

 

Step 1: Restarting Your YAPI Service

If you've had maintenance done on your server or experienced a power outage recently, this can prevent the YAPI Service on your server from communicating properly with your workstations and/or POP. 

  1. To restart, follow the steps in Restarting Your YAPI Service.  

  2. Once you've successfully restarted, try logging into POP again.

    • If POP loads as normal, with a blue header: Great!  The issue has been fixed and you can stop here.

      Screen_Shot_2022-07-06_at_10.15.19_AM_2.png

    • If you receive a message that POP is only available in Offline Mode:  Continue to Step 2: Resyncing Windows Time below.

      Screen_Shot_2022-07-06_at_10.12.22_AM_2.png

 

Step 2: Resyncing Windows Time

If a restart doesn't fix the issue, this usually means the Windows Time on your server is out of sync and just needs to be synced up again.

Important! We strongly recommend enlisting the help of your IT professional for the steps below.
  1. In Windows, open the Task Manager.

  2. Click the Services tab and at the bottom of the window, click Open Services:

    Screen_Shot_2022-07-05_at_4.07.04_PM_2.png

  3. In the Services window that pops up, scroll down to find Windows Time and double-click it:

    Screen_Shot_2022-07-05_at_4.07.17_PM_2.png

  4. In the Windows Time Properties window that pops up, set Startup Type to Automatic (if it isn't already) and click OK:

  5. Click the button below to automatically download our Windows Time Sync Fixer (a file named NTP2.bat).

    Click Here to Download our Windows Time Sync Fixer (NTP2.bat)

  6. Once your download completes, locate the NTP2.bat file on your server.  Right-click the file and select Run as Administrator.

    Alternate (Manual) Method: If you're an IT professional and prefer to fix the issue manually (without our NTP2.bat file):
    1. Open a command prompt as an administrator and run the following commands:

      1. net stop w32time
      2. w32tm /config /manualpeerlist:pool.ntp.org /syncfromflags:MANUAL
      3. net start w32time

       

    2. Once you see the message "The Windows Time service was started successfully," close the window and wait one minute.  Then, proceed to Step 3: Restarting Your YAPI Service Again below.

  7. Allow the program to run until the window closes by itself (This should only take a few seconds).  Then, wait one minute.

    Screen_Shot_2022-07-06_at_11.43.14_AM.png

    Tip: Watch the clock in the Windows Task Bar (at the bottom right corner of your screen) while the program runs.  In most cases, the time will "jump," indicating that your Windows Time has been reset.  This jump won't always be visible if the time was only out of sync by a few seconds, but it's a good indicator if you do see it.

 

Step 3: Restarting Your YAPI Service Again

  1. Follow the steps in Restarting Your YAPI Service to restart your service one more time. 

  2. Once you've successfully restarted, try logging into POP again.

    • If POP loads as normal, with a blue header: Great!  The issue has been fixed and you can stop here.

      Screen_Shot_2022-07-06_at_10.15.19_AM_2.png

    • If you receive a message that POP is only available in Offline Mode:  Contact our Customer Support team for further troubleshooting. 

      Screen_Shot_2022-07-06_at_10.12.22_AM_2.png

 

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