Fix Dentrix Office Manager Not Responding During Claims Processing

draft · practice-management dentrixclaimsoffice-manager

Generated by docuprocessor (prompt article/v3) · 2026-04-22 15:55

Source thread

thread_id: spaces/AAAA05BdS6s/threads/epmB8md5fds · 7 msgs · first 2025-02-13 · participants: Tech ATech B

Tech A 2025-02-13 18:50

Another dentrix issue at Douglas Block office. When they try to send claims, office manager does not respond anymore. This is happening at all the computers, probably an error with esync at the server?

video/mp4 20250213-1848-52.2803540.mp4

Tech B 2025-02-13 18:56

esync is not required for claims processing

Tech B 2025-02-13 18:57

esync is needed for dentalink, eligibility and some other add-ons. remember, to send claims u have to setup id and pwd on each PC. If eSync was part of it, setting it up on the server would be sufficient.

Tech B 2025-02-13 18:58

have u checked if its all patients or just one? what if you create a new claim w/o attachments?

Tech B 2025-02-13 18:58

it could be the integrator issue as well if there are attached xrays.

Tech A 2025-02-13 19:04

She told me that this is happening with all the patients. If we create a new claim w/o attachments, the claim gets sent, but we receive the not responding error after.

Tech B 2025-02-13 19:05

unfortunately, you just won a free call to Dentrix eClaims dept...

---
title: "Fix Dentrix Office Manager Not Responding During Claims Processing"
category: practice-management
tags: ["dentrix", "claims", "office-manager"]
source_thread_id: "spaces/AAAA05BdS6s/threads/epmB8md5fds"
source_space: "spaces/AAAA05BdS6s"
generated_at: "2026-04-22T15:55:58"
participants: ["Tech A", "Tech B"]
---

# Fix Dentrix Office Manager Not Responding During Claims Processing

## Problem
Dentrix Office Manager becomes unresponsive when attempting to send claims at a client office. The issue affects all workstations and occurs with all patients. Claims without attachments successfully send but still trigger the "not responding" error afterward. The problem appears system-wide rather than isolated to specific computers or patient records.

## Resolution
1. Verify the issue affects all patients by testing claim submission across multiple patient records
2. Test creating new claims without attachments to isolate whether attachments are causing the problem
3. If claims send successfully but Office Manager still becomes unresponsive, check for integrator issues with attached x-rays
4. Contact Dentrix eClaims department for system-wide Office Manager responsiveness issues that persist after basic troubleshooting

Note: This issue is not related to eSync configuration, as eSync is only required for DentalLink, eligibility checks, and other add-ons, not basic claims processing.

## References
- Source discussion: `spaces/AAAA05BdS6s/threads/epmB8md5fds`
- Attachments: - ![20250213-1848-52.2803540.mp4](../attachments/epmB8md5fds.epmB8md5fds/20250213-1848-52.2803540.mp4)

Generated article

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