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Troubleshooting: Phone Assistant Is Lagging or Doesn't Pop Up

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Angela Ortner

If you find that Phone Assistant lags or isn't popping up when an existing patient calls, this usually indicates that your Windows Time service is out of sync on your server and any affected workstations.  To troubleshoot, follow the steps below.

Note: If your practice uses RingCentral for your phone service and your Phone Assistant isn't popping up at all, we recommend checking out the article Troubleshooting Phone Assistant for RingCentral Users first and then returning here if those instructions don't fix the issue.
Important! We strongly recommend enlisting the help of your IT professional for the steps below.

Table of Contents

 

Step 1: Resyncing Windows Time

For Phone Assistant to work, the Windows Time on your server (essentially, its internal computer clock) needs to be synced up with the Windows Time on your workstations.  Because of this, you need to complete the procedure below on your server and on each affected workstation computer:

  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:

    Screen_Shot_2022-07-05_at_4.08.36_PM_2.png

  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 the computer you're working on.  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 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.

  8. Repeat this procedure on each affected workstation.

 

Step 2: Restarting Your YAPI Service

  1. Locate the YAPI Service Manager icon on the server's desktop and double-click it:

    Screen_Shot_2022-06-27_at_3.15.02_PM.png

  2. Once the YAPI Service Manager opens, click Stop Service and wait 2 minutes. 

    Screen_Shot_2022-06-27_at_3.12.40_PM.png

  3. Click Start Service and wait 3 minutes for the system to reboot.

    Screen_Shot_2022-06-27_at_3.13.14_PM.png

 

Step 3: Testing Phone Assistant

Once you've run the re-syncing procedures on your practice's server and any affected workstations, test Phone Assistant to make sure you've fixed the issue:

  1. In your practice management software (Dentrix, Open Dental, or Eaglesoft), find an existing test patient (or create a new one). 

    Note: If you don't already have a test patient in your practice management software, you can create one.  Then, wait until the following day to complete the rest of the steps below to test Phone Assistant.

  2. Enter your mobile phone number as the test patient's phone number and save.

  3. Call the practice's phone number from your mobile phone.

    • If Phone Assistant pops up and doesn't lag: Great!  You've fixed the issue on this workstation.  Repeat this step on each affected workstation.

    • If Phone Assistant still lags or doesn't pop up at all: Resetting Windows Time didn't fix the issue. Contact our Customer Support team for further troubleshooting. 

 

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