Support FAQ

Answers to the questions that our customers ask most often.

Why Rebooting Your Computer System is Important

ABEL Dental Software Inc. recommends that you reboot your computers, including your server, periodically. Ideally, you should reboot your server and all workstations at least once per week, or whenever you encounter system anomalies, hardware problems or performance issues. Rebooting the server will restart many system services and utilities and can have the following beneficial effects:

  1. The ABEL Licensing service will be restarted and this can unlock and/or release of stranded licenses.
  2. EDI gateway applications will be restarted and this will clear any communication issues that exist.
  3. During the rebooting process, your server will detect your modem. This will resolve any modem connectivity issues that may be present.
  4. System resources are refreshed following a reboot and this may help your system perform better.
  5. ABELDent Startup Utilities, which optimize your database and make archived copies, can complete successfully.
  6. Rebooting the server ensures that all instances of ABELDent get closed and as a result data backup procedures can safely be launched.
What process should I follow to provide daily off-site backups?

Following are the recommended processes to provide daily off-site backups of critical data.

There are many options available to facilitate protection of data. The two broad categories that backups fall into are Removable Media and Remote Backups performed to remote servers usually over the Internet. It is important that any backup method you choose accomplish the following:

  1. The data needs to be taken offsite on a regular basis (daily recommended) so that it is protected from theft or damage to your facility.
  2. The data must be encrypted to maintain privacy of protected health information. To that end;
    • Removable media must be encrypted.
    • For Remote Backup solutions data should be encrypted (256 bit min) both in transit, and at rest at the destination location.
  3. The backup should not only provide a copy of your most recent data but should also be stored in such a way as to provide a reasonable level of data retention. In other words some historical snapshots of the data should be preserved to protect data in the event that data is lost or corrupted but not noticed immediately. If you have some data retention if a data problem is noticed you may be able to get the data from previous backups that have not been overwritten.
How do I set up an SQL Server Backup Maintenance Plan?

Please follow these steps to set up an SQL Server Backup Maintenance Plan:

  1. Double click the SQL Server Maintenance Plan shortcut in the ABELMed Administration folder on the Server. The SQL Server Maintenance Plans window will appear. SQL Server should default to the machine name, user and password as long as the person logged in has Administrator rights to the database. Note: Do not change the User or password.
  2. At ‘Restore Points Every’, click the radio button for either the 4 hour or the hourly restore cycle.

IMPORTANT: Make certain that the “Full Backup @” box is set to a time after your work day begins to ensure that the server is running at the specified time. Failure to do this may result in the maintenance plan not being executed and backup files not being created. This can be detrimental if the need for a recent complete data backup arises.

How to do a Windows Print Screen

Did you know that you can take a Print Screen, also known as "screen shot" or "screen capture" of any screen on your computer? This includes ABELDent screens. The screen's image is captured and copied to your computer's memory. You can then paste the captured image into a document, e-mail message or other file.

  1. To capture an image of everything that you are viewing on your screen (all active and inactive windows), press the PRINT SCRN key located at the top right of your keyboard. (To only capture an image of the active window, press ALT+PRINT SCRN.)
  2. Open the program that you wish to paste the image into (e.g. WordPad, Notepad, Microsoft Word or Outlook).
  3. To paste the image, press CTRL+V.

The image can now be printed or e-mailed as required.

How do I delete or edit reserved time on the scheduler?

To remove a single area of reserved time from the Appointment Scheduler:

  1. Open the Appointment Scheduler.
  2. Hold down the key and right click anywhere in the area of the reserved time.
  3. Click Delete Blocked Time on the menu.
  4. Click Yes to delete the reserved time.

To edit a single section of reserved time:

  1. Access the Appointment Scheduler.
  2. Hold down the key and right click anywhere in the area of the reserved time.
  3. Click Edit Blocked Time on the menu.
  4. Make your changes in the Reservations dialog box.
  5. Click OK.

Related Help Topics

  • Removing Reserved Time
  • Editing Reserved Time
  • Blocking Regularly Unavailable Time

To access the Related Help Topics in ABELDent:

  1. Select Index from the Help menu and click the Index tab.
  2. In the blank field, enter the first word of the Related Help Topic.
  3. Click the Down arrow until you find the topic.
  4. Select the topic.
  5. Click Display to open the topic.
  6. To print a copy for future reference, click the print button at the top of the Help window.
How do I shut down my computer system properly?

To perform a proper system shut down:

Turn off your client computers before your server using the following information:

  1. Exit ABELDent by clicking on File, Exit.
  2. Exit any other programs that you are running.
  3. Click the Start button on the taskbar and click Shut Down.
  4. Click on Shut Down the Computer? or select Shut Down from the dropdown list.
  5. Click Yes or OK.
  6. Your system may be set to power off automatically. Otherwise, when you see the message that it is safe to turn off your computer, power off the computer and all other hardware components such as the printer and screen.

If your equipment is plugged into a power bar, you may use the power bar On/Off switch once you see the message that it is safe to turn off your computer.

Related Help Topics

  • Start Your Computer System
  • Backing Up Your Data

To access the Related Help Topics in ABELDent:

  1. Select Index from the Help menu and click the Index tab.
  2. In the blank field, enter the first word of the Related Help Topic.
  3. Click the Down arrow until you find the topic.
  4. Select the topic.
  5. Click Display to open the topic.
  6. To print a copy for future reference, click the print button at the top of the Help window.
How do I set up a supercode?

To enter a supercode for a series of logically grouped procedure codes:

  1. Click File, Update, Supercodes to access the Update Supercodes dialog box.
  2. Enter the name of the new supercode in the Select a supercode from the list text box.If you choose to represent the supercode with a number, make sure the Master Fee Schedule does not contain a procedure code with the same number.
  3. Select a procedure code from the drop-down list to add to the supercode - or - if you want to add/edit a procedure code on the Master Fee Schedule, double-click the button.
  4. When you are asked if you wish to add the new supercode, click Yes.
  5. Complete any of the other text boxes, only if you wish to override the defaults ABELDent uses to calculate the fee for this procedure code. ABELDent uses Percent of Above Fees and Percent of Regular Fee for calculating taxes and discounts.
  6. Repeat Steps 3 and 5 until you have added all procedure codes needed for this supercode.
  7. Click OK.

Related Help Topics

  • Updating Supercodes
  • Deleting a Supercode

To access the Related Help Topics in ABELDent:

  1. Select Index from the Help menu and click the Index tab.
  2. In the blank field, enter the first word of the Related Help Topic.
  3. Click the Down arrow until you find the topic.
  4. Select the topic.
  5. Click Display to open the topic.
  6. To print a copy for future reference, click the print button at the top of the Help window.
How do I update a code to the Master Fee Schedule?

To update the Master Fee Schedule:

  1. Click File, Update, Master Fee Schedule to access the Master Fee Schedule Update dialog box.
  2. Select the procedure code from the Codes list box.
  3. Update information for the procedure code. If you are changing the fee, complete either the Responsibility Factor and the Normal Time Units text boxes if those factors are listed in your provincial fee guide or make sure those fields are set to zero and enter the fee in the Norm. Additional Fee text box.
  4. Repeat Steps 2 and 3 for each procedure code you wish to update.
  5. Click OK.

Related Help Topics

  1. Accessing the Master Fee Schedule
  2. Adding a Procedure Code to the Master Fee Schedule
  3. Deleting a Procedure Code from the Master Fee Schedule

To access the Related Help Topics in ABELDent:

  1. Select Index from the Help menu and click the Index tab.
  2. In the blank field, enter the first word of the Related Help Topic.
  3. Click the Down arrow until you find the topic.
  4. Select the topic.
  5. Click Display to open the topic.
  6. To print a copy for future reference, click the print button at the top of the Help window.
How do I deal with an account that has been sent to collections?

You can mark patient accounts that you turn over to a collection agency so that ABELDent will no longer print statements for these accounts.

  1. To set an account as In Collection:
  2. Open the patient's file.
  3. Click on the Financial tab.
  4. Click the Setup button.
  5. Click on In Collection.
  6. Click OK.

When an account is set as In Collection, a warning message appears on Traveling Slips, Aged Receivables - Patient reports, and in the Financial Status tab, Contact Manager, and Payment Received dialog boxes.

Related Help Topics

  • Entering a Write-off
  • Entering NSF Information

To access the Related Help Topics in ABELDent:

  1. Select Index from the Help menu and click the Index tab.
  2. In the blank field, enter the first word of the Related Help Topic.
  3. Click the Down arrow until you find the topic.
  4. Select the topic.
  5. Click Display to open the topic.
  6. To print a copy for future reference, click the print button at the top of the Help window.
How do I reprint an insurance claim form?

To reprint an insurance form:

  1. Open the patient's Financial tab.
  2. Right-click on the financial item for which the patient requires an insurance form.
  3. Select Receipt/ Insurance Form Printing.
  4. Enter the reason for reprinting the insurance form.
  5. Select Insurance Form from the menu.
  6. Click the Yes button on the Insurance Form Printing dialog box.

Related Help Topics

  • Resubmitting an Insurance Amount

To access the Related Help Topics in ABELDent:

  1. Select Index from the Help menu and click the Index tab.
  2. In the blank field, enter the first word of the Related Help Topic.
  3. Click the Down arrow until you find the topic.
  4. Select the topic.
  5. Click Display to open the topic.
  6. To print a copy for future reference, click the print button at the top of the Help window.
How do I enter an NSF check?

To make all the changes necessary to handle an N.S.F. check and the associated bank charges.

  1. Open the patient's Financial tab.
  2. Right click on the first procedure from the payment that is N.S.F.
  3. Click NSF Check on the menu.
  4. Enter the bank charges in the Bank Charge text box.
  5. Enter a note in the Reference text box if you wish to augment the N.S.F. Chq transaction reference ABELDent uses for this type of modification.
  6. Click OK.
  7. Right click on each additional procedure payment that is NSF and select NSF Check from the menu. Do not enter another bank charge in the N.S.F. Payment window, simply click OK.

Note: Step 7 is not required for ABELDent versions 5.00 and higher.

NSF Check entries will be made to the account on the current accounting date.

How do I enter a Write Off ?
  1. Open the patient's Financial tab.
  2. Right click on the originating charge.
  3. Click Writeoff on the menu.
  4. Enter the amount of the charge you want to write off. This write off amount should match a charge displayed on the top half of the Write Off dialog box.
  5. Enter a reference if required.
  6. Click OK.
  7. Complete steps 2 through 6 for each additional originating charge you wish to write off.
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