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YAPI Help Center

Troubleshooting Devices for Forms

If you've having issues using or connecting an in-office device for patient forms (like a tablet or a computer kiosk), click below for troubleshooting steps.

Important

Before you start troubleshooting, we recommend you review the steps for checking your device settings and connecting a device to make sure you're set up correctly. Check out Adding a Mobile Device (Tablet or Phone) for Forms or Adding a Desktop/Laptop Device for Forms to learn more.

For a patient to access forms you've sent to a device, you need to open your saved bookmark on the device. But if you're unable to find your bookmark, just follow the steps below:

  1. Check for your bookmark in all other browsers on your device (like Chrome, Edge, and Safari) to see if it was saved somewhere you wouldn't expect. (Make sure you check all the bookmark folders too! Sometimes bookmarks get inadvertently saved to the wrong folder.)

    • If you find the link: Open it and see if it works. If it does, copy the link and save it as a bookmark in all the other browsers on your device so it's easy to find no matter what browser your team uses. If it doesn't work, move on to the next step below.

    • If you don't find the link: Proceed to the next step.

  2. Delete the device from General Settings in Leap:

    Important

    Only users with Admin privileges can perform this task.

    1. In Leap, go to Settings, Practice Settings, and click Forms Library and Editor.

    2. Click General Settings.

    3. On the General Settings page, click Edit Configurations under In Office Devices.

    4. Find the device you want to remove and click the Delete Delete icon. icon next to it.

    5. Select Yes, Delete at the prompt. You'll then see a confirmation message at the bottom of the page letting you know the device has been deleted.

  3. Check your device settings and re-link your device:

If you see a "Problem loading page" error like the one below on an in-office device you use for forms, follow the steps below to troubleshoot.

Important

Only users with Admin privileges can perform this task.

Screen that shows a practice's name and logo and an error message that reads "Problem loading page."
  1. In Leap, go to Settings, Practice Settings, and select Forms Library and Editor.

  2. Click General Settings.

  3. Under In Office Devices click Edit Configurations to view your list of devices.

    • If your device is listed: Proceed to the next step.

    • If your device is not listed: Skip to step 6 below.

  4. Check for any bookmarks to Yapi or Leap in all the browsers on the device.  If you find any, delete them. (Make sure to check for them in any bookmark folders you have too, just in case they're hiding there.)

  5. Delete the device from Leap by clicking the Delete icon Delete icon. next to it and clicking Yes, Delete when prompted.

  6. Check your device settings and link your device using the instructions below:

    Warning

    Checking your device settings is extremely important for this part, so don't just skip to linking your device! If you see the error above, that means you need to make sure your settings are correct before linking.

If you think you've linked a device but it's not listed in your forms General Settings under In Office Devices, follow the steps below:

  1. Check for any bookmarks to Yapi or Leap in all the browsers on the device.  If you find any, delete them. (Make sure to check for them in any bookmark folders you have too, just in case they're hiding there.)

  2. Check your device settings and re-link your device:

If you've assigned forms to a patient but they appear on the wrong in-office device or the device shows the wrong device name, start by selecting the type of device you're using below:

Select the browser you use to access forms on this device:

If you're using Chrome on mobile devices like tablets or phones, follow the instructions below to troubleshoot on each affected device.

Tip

Not sure how to follow these steps? Your office's IT representative should be able to help you out.

  1. Open Chrome on the device and delete any bookmarks for the Leap forms page.

  2. Delete any cookies for Yapi:

    1. Click the 3-dot icon 3-dot icon. in the top right and select Clear Browsing Data.

    2. Tap Time range and select All Time.

    3. Select Cookies, Site Data so there's a check mark next to it and deselect all other items. Only Cookies, Site Data should have a checkmark.

    4. Tap Clear Browsing Data.

  3. Delete the device from General Settings in Leap:

    1. In Leap, go to Settings, Practice Settings, and click Forms Library and Editor.

    2. Click General Settings.

    3. On the General Settings page, click Edit Configurations under In Office Devices.

    4. Find the device you want to remove and click the Delete Delete icon. icon next to it.

    5. Select Yes, Delete at the prompt. You'll then see a confirmation message at the bottom of the page letting you know the device has been deleted.

  4. Check your device's settings and re-link your device by following all the steps in Adding a Mobile Device (Tablet or Phone) for Forms.

    Warning

    Checking your device settings is extremely important for this part, so don't just skip to re-linking your device! Forms being sent to the wrong device happens because settings aren't configured correctly on your affected devices.

If you're using Safari on mobile devices like tablets or phones, follow the instructions below to troubleshoot on each affected device.

Tip

Not sure how to follow these steps? Your office's IT representative should be able to help you out.

  1. Open Safari on the device and delete any bookmarks for the Leap forms page.

  2. Delete any cookies for Yapi:

    1. Open the Settings app on your device.

    2. Scroll down and tap Safari in the list of options on the left.

    3. On the right, scroll down and select Advanced.

    4. Select Website Data.

    5. Tap Edit.

    6. Tap the delete icon Delete icon. next to the following sites if you see them:

      • mydentistsapp.com

      • yapi.me

  3. Delete the device from General Settings in Leap:

    1. In Leap, go to Settings, Practice Settings, and click Forms Library and Editor.

    2. Click General Settings.

    3. On the General Settings page, click Edit Configurations under In Office Devices.

    4. Find the device you want to remove and click the Delete Delete icon. icon next to it.

    5. Select Yes, Delete at the prompt. You'll then see a confirmation message at the bottom of the page letting you know the device has been deleted.

  4. Check your device's settings and re-link your device by following all the steps in Adding a Mobile Device (Tablet or Phone) for Forms.

    Warning

    Checking your device settings is extremely important for this part, so don't just skip to re-linking your device! Forms being sent to the wrong device happens because settings aren't configured correctly on your affected devices.

Select the browser you use to access forms on this device:

If you're using Chrome on mobile devices like tablets or phones, follow the instructions below to troubleshoot on each affected device.

Tip

Not sure how to follow these steps? Your office's IT representative should be able to help you out.

  1. Open Chrome on the device and delete any bookmarks for the Leap forms page.

  2. Delete any cookies for Yapi:

    1. In Chrome, go to mydentistsapp.com.

    2. Click the 3-dot icon 3-dot icon. in the top right and tap the i icon Info icon. at the very top of the menu.

    3. Select Cookies and site data.

    4. Tap the trashcan icon Grey trashcan delete icon..

    5. Now navigate to the webpage yapi.me.

    6. Click the 3-dot icon 3-dot icon. in the top right again and tap the i icon Info icon. at the top of the menu.

    7. Select Cookies and site data.

    8. Tap the trashcan icon Grey trashcan delete icon..

  3. Delete the device from General Settings in Leap:

    1. In Leap, go to Settings, Practice Settings, and click Forms Library and Editor.

    2. Click General Settings.

    3. On the General Settings page, click Edit Configurations under In Office Devices.

    4. Find the device you want to remove and click the Delete Delete icon. icon next to it.

    5. Select Yes, Delete at the prompt. You'll then see a confirmation message at the bottom of the page letting you know the device has been deleted.

  4. Check your device's settings and re-link your device by following all the steps in Adding a Mobile Device (Tablet or Phone) for Forms.

    Warning

    Checking your device settings is extremely important for this part, so don't just skip to re-linking your device! Forms being sent to the wrong device happens because settings aren't configured correctly on your affected devices.

If you're using Edge on mobile devices like tablets or phones, follow the instructions below to troubleshoot on each affected device.

Tip

Not sure how to follow these steps? Your office's IT representative should be able to help you out.

  1. Open Edge on the device and delete any bookmarks for the Leap forms page.

  2. Delete any cookies for Yapi:

    1. In Edge, click the 3-line icon in the bottom right and select Settings.

    2. Select Privacy, security, and services.

    3. Select Delete browsing data.

    4. Tap Time range and select All Time.

    5. Select Cookies and site data so there's a check mark next to it and deselect all other items. Only Cookies and side data should have a checkmark.

    6. Tap Delete data at the bottom of the page.

  3. Delete the device from General Settings in Leap:

    1. In Leap, go to Settings, Practice Settings, and click Forms Library and Editor.

    2. Click General Settings.

    3. On the General Settings page, click Edit Configurations under In Office Devices.

    4. Find the device you want to remove and click the Delete Delete icon. icon next to it.

    5. Select Yes, Delete at the prompt. You'll then see a confirmation message at the bottom of the page letting you know the device has been deleted.

  4. Check your device's settings and re-link your device by following all the steps in Adding a Mobile Device (Tablet or Phone) for Forms.

    Warning

    Checking your device settings is extremely important for this part, so don't just skip to re-linking your device! Forms being sent to the wrong device happens because settings aren't configured correctly on your affected devices.

Select the browser you use to access forms on this device:

If you're using Chrome on desktop or laptop devices, follow the instructions below to troubleshoot on each affected device.

Tip

Not sure how to follow these steps? Your office's IT representative should be able to help you out.

  1. Open Chrome on the device and delete any bookmarks for the Leap forms page.

  2. Delete any cookies for Yapi:

    1. In Chrome, click the 3-dot icon 3-dot icon. in the top right and select Settings.

    2. Tap Privacy and security and select Third-party cookies.

    3. Tap See all site data and permissions.

    4. At the top right, search for mydentistsapp.com. If the site appears in your search results, click the trash can icon Grey trashcan delete icon. next to it to delete it.

    5. Next, search for yapi.me. If the site appears in your search results, click the trash can Grey trashcan delete icon. icon next to it to delete it.

  3. Delete the device from General Settings in Leap:

    1. In Leap, go to Settings, Practice Settings, and click Forms Library and Editor.

    2. Click General Settings.

    3. On the General Settings page, click Edit Configurations under In Office Devices.

    4. Find the device you want to remove and click the Delete Delete icon. icon next to it.

    5. Select Yes, Delete at the prompt. You'll then see a confirmation message at the bottom of the page letting you know the device has been deleted.

  4. Check your device's settings and re-link your device by following all the steps in Adding a Desktop/Laptop Device for Forms

    Warning

    Checking your device settings is extremely important for this part, so don't just skip to re-linking your device! Forms being sent to the wrong device happens because settings aren't configured correctly on your affected devices.

If you're using Edge on desktop or laptop devices, follow the instructions below to troubleshoot on each affected device.

Tip

Not sure how to follow these steps? Your office's IT representative should be able to help you out.

  1. Open Edge on the device and delete any bookmarks for the Leap forms page.

  2. Delete any cookies for Yapi:

    1. In Edge, click the 3-dot icon in the top right and select Settings.

    2. On the left, click Cookies and site permissions.

    3. Click Manage cookies and site data and select See all cookies and site data.

    4. At the top right, search for mydentistsapp.com. If the site appears in your search results, click it and click the trashcan icon Grey trashcan delete icon. next to each item that appears under it.

    5. Next, search for yapi.me. If the site appears in your search results, click it and click the trashcan icon Grey trashcan delete icon. next to each item that appears under it.

  3. Delete the device from General Settings in Leap:

    1. In Leap, go to Settings, Practice Settings, and click Forms Library and Editor.

    2. Click General Settings.

    3. On the General Settings page, click Edit Configurations under In Office Devices.

    4. Find the device you want to remove and click the Delete Delete icon. icon next to it.

    5. Select Delete. At the prompt, select Yes, Delete. A message will then display at the bottom of the screen confirming the campaign was deleted.

  4. Check your device's settings and re-link your device by following all the steps in Adding a Desktop/Laptop Device for Forms

    Warning

    Checking your device settings is extremely important for this part, so don't just skip to re-linking your device! Forms being sent to the wrong device happens because settings aren't configured correctly on your affected devices.

Select the browser you use to access forms on this device:

If you're using Chrome on desktop or laptop devices, follow the instructions below to troubleshoot on each affected device.

Tip

Not sure how to follow these steps? Your office's IT representative should be able to help you out.

  1. Open Chrome on the device and delete any bookmarks for the Leap forms page.

  2. Delete any cookies for Yapi:

    1. In Chrome, click the 3-dot icon 3-dot icon. in the top right and select Settings.

    2. Tap Privacy and security and select Third-party cookies.

    3. Tap See all site data and permissions.

    4. At the top right, search for mydentistsapp.com. If the site appears in your search results, click the trash can icon Grey trashcan delete icon. next to it to delete it.

    5. Next, search for yapi.me. If the site appears in your search results, click the trash can Grey trashcan delete icon. icon next to it to delete it.

  3. Delete the device from General Settings in Leap:

    1. In Leap, go to Settings, Practice Settings, and click Forms Library and Editor.

    2. Click General Settings.

    3. On the General Settings page, click Edit Configurations under In Office Devices.

    4. Find the device you want to remove and click the Delete Delete icon. icon next to it.

    5. Select Yes, Delete at the prompt. You'll then see a confirmation message at the bottom of the page letting you know the device has been deleted.

  4. Check your device's settings and re-link your device by following all the steps in Adding a Desktop/Laptop Device for Forms

    Warning

    Checking your device settings is extremely important for this part, so don't just skip to re-linking your device! Forms being sent to the wrong device happens because settings aren't configured correctly on your affected devices.

If you're using Safari on a desktop or laptop computer, follow the instructions below to troubleshoot on each affected device.

Tip

Not sure how to follow these steps? Your office's IT representative should be able to help you out.

  1. Open Safari on the device and delete any bookmarks for the Leap forms page.

  2. Delete any cookies for Yapi:

    1. In Safari, click Safari in the top toolbar and select Settings.

    2. Select Privacy and click the Manage Website Data... button.

    3. At the top right, search for mydentistsapp.com. If the site appears in your search results, click it, then click Remove.

    4. Next, search for yapi.me. If the site appears in your search results, click it, then click Remove.

    5. Click Done.

  3. Delete the device from General Settings in Leap:

    1. In Leap, go to Settings, Practice Settings, and click Forms Library and Editor.

    2. Click General Settings.

    3. On the General Settings page, click Edit Configurations under In Office Devices.

    4. Find the device you want to remove and click the Delete Delete icon. icon next to it.

    5. Select Yes, Delete at the prompt. You'll then see a confirmation message at the bottom of the page letting you know the device has been deleted.

  4. Check your device's settings and re-link your device by following all the steps in Adding a Desktop/Laptop Device for Forms

    Warning

    Checking your device settings is extremely important for this part, so don't just skip to re-linking your device! Forms being sent to the wrong device happens because settings aren't configured correctly on your affected devices.

If you're trying to add a new in-office device for patient forms and having problems scanning the QR Code, use the tips below to troubleshoot.

Tip

Not sure how to follow these steps? Your office's IT representative should be able to help you out.

  • Zoom in: Zoom your web browser in so the QR Code gets bigger. This makes it easier for your device to see and scan it.

  • Check your camera: Check your device's camera settings to make sure your camera is set up to scan QR Codes.

  • Check your QR Scanner: Using a 3rd party QR Code scanner app? Make sure you're using a scanner app that automatically switches to your browser app once you scan the code. A scanner app that opens links within the app itself (instead of flipping to your separate browser app) won't work to properly link a device to Yapi Leap.

  • Use a Workaround: Instead of scanning the QR Code, click the Copy URL to Clipboard button. Then paste the link you copied into an email and send it to yourself. Open your email on the device and click the link!