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 Linked Devices for Forms instead.
When a form fails to file into Open Dental , it receives a Refile Required status in the Document Manager. Yapi Leap now displays a specific error reason alongside this status to help you understand why the form didn't file. You'll see these error reasons in all three Document Manager tabs: Pending Forms, In Office Patients, and Outstanding Tasks.
Below are the error reasons you may see and what to do about each one.
Refile Required Error | What to Do |
|---|---|
Patient not found | What it means: Leap could not find a matching patient in Open Dental when trying to file the form. What to do:
|
Duplicate SSN | What it means: The Social Security Number on the form already belongs to another patient in your Open Dental . What to do:
|
Invalid ZIP | What it means: The ZIP code submitted on the form is not recognized by your Open Dental . What to do:
|
Open Dental cannot be reached | What it means: Leap was unable to connect to Open Dental when it tried to file the form. What to do:
|
API cannot initialize | What it means: Yapi's connection to your Open Dental could not start up properly. This is similar to the " Open Dental cannot be reached" error but specifically indicates the Open Dental integration service failed to initialize. What to do:
|
Document category not found | What it means: The import category assigned to this form in the Form Editor no longer exists in Open Dental , or it was never set up correctly. What to do:
|
Something went wrong, please contact Yapi Support | This is a general error message that can appear for a variety of reasons, often triggered by information returned from Open Dental. Contact Yapi Support so we can assist you further. |
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 Open Dental, 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 Open Dental.
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 Open Dental, 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.