Troubleshooting Forms
If you're having trouble with Yapi Leap's paperless forms, click a topic below for troubleshooting instructions.
Tip
Looking for help troubleshooting the devices you use to give patients their forms? Go straight to Troubleshooting Devices for Forms instead.
If you find that a form has moved to Outstanding Tasks and continues to have a Refile Required status after trying you've tried to manually file it multiple times, follow the steps below to troubleshoot.
First, are you having this issue with one form, a few forms, or all your forms?
One form: Is this form for a new patient?
Yes: Find the patient in Dentrix and make sure their appointment is assigned to a provider with a Primary status (usually a doctor and not a hygienist). Then try filing that patient's form again. If you're still not able to file the form, continue to the next step.
No: Continue to the next step.
A few forms: Are these forms all for new patients or are they all the same type of form (like all Patient Information forms or all Whitening Consents)?
All for new patients: Find the patients in Dentrix and make sure their appointment is assigned to a provider with a Primary status (usually a doctor and not a hygienist). Then try filing that patient's form again. If you continue to have issues, contact Yapi Support so we can help further.
All the same type of form: Continue to the next step.
All forms: Reboot your server (your IT representative should be able to help with this if you don't know how), then try filing the forms again. If you continue to have issues, contact Yapi Support so we can help further.
There may be an issue with the form's Import Category, keeping in from knowing where to file into Dentrix. Open the form in Leap's Form Editor:
Important
Only users with Admin privileges can perform this task.
In the left-hand menu, click Settings and select Practice Settings.
Click Forms Library and Editor.
Scroll down to find your form and click on its name.
Optional: If your library has a lot of forms, use the search bar to search forms by name or click the filter icon
to filter your list of forms by language or form status.
Click Edit.
Find the Dentrix Import Category field at the top of the form:
If there's no Dentrix Import Category selected: You've found the issue! All forms need an Import Category selected to be able to file into Dentrix. Click the field and select an appropriate category for your form. Then continue to the next step.
If there's already something selected for the Dentrix Import Category: Looks like this wasn't the problem and you'll need a bit of extra help. Click Preview, then Activate, then Ok to reactivate your form. Then contact Yapi Support so we can assist you further.
Click Preview.
Click Activate, then Ok.
Go back to the Outstanding Tasks tab on the Forms page and try filing the form again.
If your patients are completing their medical history form but you find their medical conditions, allergies, and/or medications aren't updating from the form to Dentrix, follow the troubleshooting instructions below.
Important
Only users with Admin privileges can perform this task.
Open your medical history form:
In Leap, go to Settings, Practice Settings, and click Forms Library and Editor.
Scroll down to find your medical history form and click on its name.
Optional: If your library has a lot of forms, use the search bar to search forms by name or click the filter icon
to filter your list of forms by language or form status.
Click Edit to open the form in Edit Mode.
Scroll down on your form to find the question whose answers aren't integrating into Dentrix.
Click the question title (like the words "Medical Conditions," "Allergies," or "Medications").
If the question title becomes editable (the title is underlined in orange and a cursor appears): We've found the issue! 🎉 Looks like this question isn't the right type for your form so that's why it's not integrating. For medical conditions, allergies, and medications to integrate into Dentrix, you have to use the question types from the Special Questions section in the right panel. Continue to the next step to get your form fixed!
Tip
Need more detailed instructions for editing your form? Check out our Editing a Form article.
If the question title is not editable (nothing happens to the title when you click it): Contact Yapi Support so we can help you further.
Delete the current question.
Locate the appropriate Special Question (Medical Conditions, Allergies, or Medications) in the grey questions panel on the right side of the Editor. Then drag and drop it onto your form where the previous question was.
Click Preview at the top of the form.
Click Activate to get your form activated again. You can now use your updated form with patients.