Troubleshooting Dentrix Software

Please contact your Campus Manager before handling any Dentrix issues on your own.

PLEASE NOTE: We do not have paid phone support because the charge is $190 per occurrence. This guide is only for troubleshooting services; not for installation. Zollege's Administrative Office handles all software installation. If for some reason you come across an installation need, please contact your Campus Manager.  

  1. Open http://www.dentrix.com/ on your Google Chrome browser and https://remote.dentrix.com/ on a second Google Chrome Browser. Both computers will need to be open in order to communicate. This is a must.
  2. Click on Support, then click Contact Support.
  3. Scroll down to Click to Chat
  4. Click on Click to Chat and fill out the form:
    1. Full Name (Your Name)
    2. Customer ID (Access ID) - 75157
    3. Practice Zip Code - 78613
    4. Product - 'Dentrix'
    5. Description of Problem: BE DETAILED
    6. Then hit 'Submit'
  5. You will see a window pop up from Henry Schein Representative to start a chat with you.
    1. The representative will ask you for permission to access the conversation.
    2. They will then ask you to confirm the issue and for contact information in case the conversation is lost.
  6. Once all of this is completed, the representative will ask you to open a new browser to https://remote.dentrix.com/.
    1. You will then click in the 'Session Key' window to input the key you are provide you with.
  7. The representative will then remote into your computer and fix the issue. They may ask you to recreate the issue and then take over.
  8. Please confirm that this issue has been taken care of with your Campus Manager.