VistaScan Mini / Dentally Vision - Random Disconnections & Disappearing Images - Anyone Else?

Hi ​@Ola - it sounds like it might be worth you reaching out to support so they can look into your setup. If you send them a message, they should get back to you within a few minutes during working hours!

Thanks ​@Hebe Lowen for your reply.

We've actually been in frequent contact with support about this - including again today - but as it stands there's still no solution and the issue is ongoing.

What would be more useful at this point is some visibility on the bigger picture. Since posting I've also seen several other practices flagging the same disconnections and disappearing images here - including at least one running a Carestream scanner, so it doesn't seem to be limited to VistaScan. I'd guess it's complaints like these that have prompted Dentally to put together guidance on retrieving lost X-rays in the first place!

Could you confirm whether this is a recognised issue that Dentally is aware of, and whether there's any work underway on stability? 

Thanks ​@Ola for the additional context - I’ll speak to the team to understand more about this topic.

Hi ​@Ola ,

Thanks for your patience, and we’re sorry this has been frustrating.

We understand that the support team have done a few sessions with your practice trying to catch this issue live as it’s happening, and so far we haven’t been able to see it - we totally understand that what you’re experiencing is causing significant issues for your practice, but it’s tricky for us to identify one clear cause without being able to witness the issue in real time, so this needs further investigation. I’ve fed back to the support team that this issue is still ongoing, and someone from the team is going to reach out so please look out for a message from us.

Disconnections with VistaScan in Dentally Vision are something other practices occasionally report too. They’re often linked to the scanner setup rather than one single bug. Common things that help:

• Use the scanner in one application at a time. If VistaScan or VistaEasy is also open in other software (e.g. Examine Pro), try disabling it there and using it only with Dentally Vision.
• Check the scanner clock matches the PC. If the time is out of sync, images can fail to save or appear to disappear.
• Rule out network issues. Unstable connections or changing IP addresses can cause devices to drop off unexpectedly.

We’ve also logged your feedback about stability so we can keep improving Vision over time.

Please keep in touch with the support team you/your colleagues have already been speaking to. If it happens again, note the time and what you were doing (which software was open, whether you’d just taken an image, etc.). That helps us narrow it down much faster.