Where things go wrong.
Most DEXIS problems that land on our desk are configuration or IT issues, not defective hardware. A missed setup step, a server path that changed, or workstations that never got pointed to the right database.
Bridge not set up. DEXIS needs to be bridged to your practice management software so patient records link to image capture. This is a configuration step that often gets skipped on new installs or after software upgrades.
Invalid server path. DEXIS is installed on a workstation but pointing to the wrong location for the shared database. Common after a server replacement, network change, or office move.
Duplicate or fragmented database. Different workstations in the office are writing images to different databases. You end up with patient images split across locations and missing from charts. Harder to notice until someone asks where a specific image went.
Sensor plugged in but not recognized. DEXIS sees the USB connection but the sensor doesn't show up for capture. Usually a driver issue or a conflict with the existing DEXIS installation.
DEXIS not launching or version mismatch. DEXIS won't open, or one workstation is running a different version than the server. Version mismatches can silently break database access across the office.
What DEXIS support covers and what they don't.
DEXIS technical support handles their software products, licensing, and warranty. They do not configure your workstations, set up your PMS bridge, or consolidate a fragmented database across multiple computers. That is where most of the calls we get come from.
DEXIS covers: Licensing and activation, sensor and camera warranty, and product-specific software issues.
Bytewing covers: Bridge setup and repairs, server path configuration, database consolidation, sensor driver installs, version alignment across workstations, and new workstation deployments.
What we handle.
The IT layer that makes DEXIS run well in your office. Remote in most cases, on-site across Eastern Ontario when needed.
How to get it sorted.
Call DEXIS support first
If you need a license key, warranty service, or have a question about DEXIS software features, start with DEXIS technical support. They handle activation and product issues directly.
If they point to IT, that's Bytewing
When DEXIS support tells you the issue is with your computer, your drivers, or your network, that's the handoff point. That's what we do.
Remote session to diagnose and fix
We connect remotely, check drivers and software configuration, and resolve the issue. No waiting for a technician to arrive in most cases.
On-site when needed
New workstation deployments, cabling issues, or hardware swaps that need someone in the office. We cover Eastern Ontario from Ottawa to Kingston and Belleville.
Need help with DEXIS?
One call. Remote access. You get our founder directly. Dental offices across Eastern Ontario.
or send a message
Included in Bytewing managed IT plans. See what's covered.