Troubleshooting: YAPI Service Reports that Connection to Database Has Been Lost

If you see an error message appear on your Dashboard that says "YAPI Service reports that connection to...database has been lost," this means that YAPI can't connect with the database for your practice management software (Dentrix, Open Dental, or Eaglesoft).  To fix this issue, you just need to restart your YAPI Service using the instructions below.

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Table of Contents

 

Restarting Your YAPI Service from a Workstation

If you're able to keep the Dashboard open, you can restart your YAPI Service directly from any open YAPI Dashboard at your practice.

Important!  If your Dashboard won't stay open, use the instructions for Restarting Your YAPI Service from the Server below instead.
  1. From the YAPI Dashboard, click Tools Tools.png.

  2. Select Administrative Tools, then YAPI Service, and finally Restart Service:

    Restart_Service_Workstation.png

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

  4. When asked if you want to restart service, click Yes and allow YAPI to shut down on all workstations.

    Restart_Service_-_Are_You_sure.png

  5. After 3 minutes have passed, open the YAPI Dashboard again. 

    • If you receive an error message: Wait 2 more minutes and repeat this step.  If you continue to receive an error message, contact our Customer Support team so they can troubleshoot further.

    • If you don't receive an error message: Your YAPI Service has successfully restarted.

 

Restarting Your YAPI Service from the Server

If you're unable to open the YAPI Dashboard on a workstation or if the Dashboard closed automatically when the error appeared, you'll need to restart your YAPI Service from your server:

  1. On your practice's server, locate the desktop YAPI Service Manager icon  and double-click it:

    YService_Server.png

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

    YService_Start.png

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

    YService_Stop.png

  4. Double-click the YAPI icon on the desktop to open the YAPI Dashboard

    YAPI_on_Server.png

    • If you receive an error message: Wait 2 more minutes and repeat this step. If you continue to receive an error message, contact our Customer Support team so they can troubleshoot further.

    • If you don't receive an error message: Your YAPI Service has successfully restarted.

 

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