Fix Sidexis 4 Freezing During Extension Module Loading

draft · imaging sidexisoutlookwindows-update

Generated by docuprocessor (prompt article/v3) · 2026-04-22 15:38

Source thread

thread_id: spaces/AAAA05BdS6s/threads/gEoqJBzEW0k · 17 msgs · first 2025-02-04 · participants: Tech ATech BTech C

Tech A 2025-02-04 18:57

Hey guys, I'm having an issue at Bright Smile Dental. When we open Sidexis from Dentrix, stays like that, and nothing happens. If I open Sidexis from the software itself, works properly. I already restarted the server, still doing the same. Any ideas? Looks like there's an issue when Dexis links the patient with Sidexis . This is happening only on 2 computers

image/png image.png

**Sidexis 4** (Dentsply Sirona) dental imaging software is displayed at the **Start** screen. The status bar at the bottom reads **"Extension modules are being loaded..."** with a progress bar partially filled and an **orange/yellow warning indicator** visible. The workflow tabs (Patient, Exposure, Examination, Output) are visible but grayed out, and the **X-ray orders** panel shows a **badge count of 1**, while **Reminders** shows **0**.

Tech B 2025-02-04 19:11

it wont work until this loads

image/png image.png

The screen displays a progress bar with the message **"Extension modules are being loaded…"** in white text on a dark background. The progress bar appears partially filled with a gold/yellow color, indicating an ongoing loading process. A **yellow circular notification badge with the number "1"** is visible to the right of the progress bar, suggesting one pending alert or notification.

Tech A 2025-02-04 19:11

It has been loading for 20 minutes already lol

Tech C 2025-02-04 19:16

Can you compare settings from a working PC in Sidexis 4 > general settings > multistation o.o Check if those settings are the same as a working PC

Tech A 2025-02-04 19:17

Sidexis get frozen, can't check anything :/

Tech B 2025-02-04 19:22

even if you open directly?

Tech A 2025-02-04 19:22

Correct

Tech A 2025-02-04 19:22

I will try to repair sidexis running the installer

Tech B 2025-02-04 19:23

☝🏻 yes:)

Tech A 2025-02-04 19:36

Did that. Worked one time, got this error msg, and after I closed it, not able to open it again, got frozen again

image/png image.png

**Error Dialog – Windows Desktop Application** A Windows error dialog titled "Error" displays the message: *"A JavaScript error occurred in the main process"* with an **Uncaught Exception** citing that `\\?\C:\Users\user\AppData\Local\Programs\pbn-desktop-app\resources\app.a...\keytar.node` **is not a valid Win32 application.** The stack trace references `node:electron/js2c/node_init:2` at multiple points, `node:internal/modules/cjs/loader` at lines **1602:18, 1295:32, 1111:12, 1318:19, 179:18, and 1484:14**, and `(C:\Users\user\AppData\Local\Programs\pbn-desktop-app\resources\app.asar\node_m...:14)`.

Tech A 2025-02-04 19:37

Maybe a plugin/module that's doing this?

Tech A 2025-02-04 19:38

(Not even sure if this is related, I got that error at both computers after doing that)

Tech B 2025-02-04 19:38

what if you uninstall Sidexis completely, cleanup all the folders, then reinstal from scratch?

Tech A 2025-02-04 19:38

will try

Tech B 2025-02-04 19:39

also, do these PCs have the same Win updates as the working ones?

Tech A 2025-02-04 21:24

https://www.dentsplysironasupport.com/content/dam/master/product-procedure-brand-categories/imaging/product-categories/software/imaging-software/sidexis-4/DSTB-OutlookUpdate-041024.pdf

image/png image.png

**Sidexis 4 software alert dated 4/10/2024** references Microsoft Outlook update **KB5002574** (released April 2nd, 2024) as causing Sidexis 4 to freeze after launch when Outlook is installed with no email account configured. A thumbnail screenshot of the **Sidexis 4** imaging interface is visible on the left, displaying dental radiograph views (panoramic and periapical X-rays). A **Download** link is provided for Outlook Update issue documentation with resolution.

Tech A 2025-02-04 21:24

From today I hate Outlook

---
title: "Fix Sidexis 4 Freezing During Extension Module Loading"
category: imaging
tags: ["sidexis", "outlook", "windows-update"]
source_thread_id: "spaces/AAAA05BdS6s/threads/gEoqJBzEW0k"
source_space: "spaces/AAAA05BdS6s"
generated_at: "2026-04-22T15:38:16"
participants: ["Tech A", "Tech B", "Tech C"]
---

# Fix Sidexis 4 Freezing During Extension Module Loading

## Problem
Sidexis 4 freezes at startup with "Extension modules are being loaded..." message and progress bar stuck for extended periods (20+ minutes). The software becomes unresponsive and cannot be used. This occurs both when launching Sidexis directly and when opening from Dentrix integration. After repair attempts, a JavaScript error may appear referencing `keytar.node` as "not a valid Win32 application" before the software freezes again.

## Resolution
This issue is caused by Microsoft Outlook update KB5002574 (released April 2nd, 2024) when Outlook is installed but no email account is configured.

1. Check if the affected computers have Outlook installed without an email account configured
2. Verify the presence of Windows update KB5002574 on the problematic machines
3. Follow the resolution steps provided in the Dentsply Sirona support document for the Outlook update issue
4. If the issue persists after addressing the Outlook conflict, try uninstalling Sidexis completely, cleaning all folders, and reinstalling from scratch
5. Compare Windows update status between working and non-working computers to identify other potential conflicts

## References
- Source discussion: `spaces/AAAA05BdS6s/threads/gEoqJBzEW0k`
- Attachments:
  - ![image.png](../attachments/gEoqJBzEW0k.gEoqJBzEW0k/image.png) — **Sidexis 4** (Dentsply Sirona) dental imaging software is displayed at the **Start** screen. The status bar at the bottom reads **"Extension modules are being loaded..."** with a progress bar partially filled and an **orange/yellow warning indicator** visible. The workflow tabs (Patient, Exposure, Examination, Output) are visible but grayed out, and the **X-ray orders** panel shows a **badge count of 1**, while **Reminders** shows **0**.
  - ![image.png](../attachments/gEoqJBzEW0k.pvh6lqVjA4g/image.png) — The screen displays a progress bar with the message **"Extension modules are being loaded…"** in white text on a dark background. The progress bar appears partially filled with a gold/yellow color, indicating an ongoing loading process. A **yellow circular notification badge with the number "1"** is visible to the right of the progress bar, suggesting one pending alert or notification.
  - ![image.png](../attachments/gEoqJBzEW0k.NMHGTMfZjTY/image.png) — **Error Dialog – Windows Desktop Application**

A Windows error dialog titled "Error" displays the message: *"A JavaScript error occurred in the main process"* with an **Uncaught Exception** citing that `\\?\C:\Users\user\AppData\Local\Programs\pbn-desktop-app\resources\app.a...\keytar.node` **is not a valid Win32 application.** The stack trace references `node:electron/js2c/node_init:2` at multiple points, `node:internal/modules/cjs/loader` at lines **1602:18, 1295:32, 1111:12, 1318:19, 179:18, and 1484:14**, and `(C:\Users\user\AppData\Local\Programs\pbn-desktop-app\resources\app.asar\node_m...:14)`.
  - ![image.png](../attachments/gEoqJBzEW0k.qw8C3aCkzDc/image.png) — **Sidexis 4 software alert dated 4/10/2024** references Microsoft Outlook update **KB5002574** (released April 2nd, 2024) as causing Sidexis 4 to freeze after launch when Outlook is installed with no email account configured. A thumbnail screenshot of the **Sidexis 4** imaging interface is visible on the left, displaying dental radiograph views (panoramic and periapical X-rays). A **Download** link is provided for Outlook Update issue documentation with resolution.

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