Troubleshooting: The Document Queue Stays Blue When It's Empty

In YAPI's Dashboard toolbar, the Document Queue turns blue docqueueon.png when patient online forms arrive and turns back to gray docqueueoff.png once all forms in the queue are filed into Dentrix, Open Dental, or Eaglesoft.  If your Document Queue stays blue but you don't see any forms when you open it, follow the steps below to troubleshoot.

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Troubleshooting a Document Queue that Stays Blue

The Document Queue is automatically set to only display forms that have arrived within the past month.  If your Document Queue icon is blue but the queue still appears to be empty:

  1. From the YAPI Dashboard, click the Document Queue icon docqueueon.png.

  2. At the bottom of the Document Queue window, locate the Since box.  Click on the date and in the calendar that pops up, move the date back to 2 months ago or more.


  3. Click Reload.


  4. Once the queue reloads:

    • If forms APPEAR in the queue: This is the reason your icon is still blue.  These forms simply need to be filed into Dentrix, Open Dental, or Eaglesoft OR deleted if you no longer need them.  Once you've removed all the forms from the queue, the icon will turn back to gray.

    • If forms DON'T APPEAR in the queue: There is a copy of a form stuck in the queue folder on your server.  Please contact our Customer Support team and provide them server access so they can remove it.


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