Reconnecting your PMS if it disconnects

If your practice management software (PMS) shows Disconnected, don't worry: Amy keeps answering calls and texts the whole time. What pauses is the live link to your schedule, so new bookings are held safely instead of written in. The fix usually takes a couple of minutes, and most of the time we've already spotted it and reached out before you notice.

What a disconnect actually means

Valian talks to your schedule through your PMS. When that link drops, three things are true at once:

• Amy still answers. Every call and text is picked up, and she captures exactly what each patient needs.
• Live booking pauses. Amy can't read your real openings or write into them until the link is back.
• Nothing is lost. Requests are held and land in What needs to get done (your Tasks tab) so your team can confirm them, and they sync automatically the moment the connection returns.

Why the connection drops

The most common causes are all on the practice side and easy to rule out:

• The PMS computer or server is off, asleep, or was restarted. For server-based systems like Dentrix and Eaglesoft, that machine has to be awake for the secure connector to run.
• A Windows update or reboot stopped the connector from starting back up.
• The network or firewall changed at the office, or the internet blipped.
• A password or PMS user changed, so the saved credentials no longer work. This is the usual cause for a direct connection like Open Dental.

How to tell it's disconnected

You'll know in one of three ways:

• A banner appears at the top of your dashboard.
• Settings → Integrations → Practice management shows a red Disconnected badge instead of green Connected.
• We reach out. Valian watches every connection around the clock, so our team often contacts you before you even open the app.

Reconnect in three steps

If reconnecting doesn't work

Try these before reaching out:

1. Confirm the PMS machine is on and you can open your PMS on it directly.
2. Restart that machine, then press Reconnect again.
3. Check that nothing new is blocking it — a fresh firewall rule, antivirus, or a changed office network.

Still red? Submit a ticket from the Help Center, or email help@valiansystems.com. Include your PMS name and roughly when the sync stopped. For anything blocking the phones or booking, mark the ticket Urgent — we page on-call around the clock.

What happens to bookings during the outage

Nothing is dropped. While the link is down, Amy takes down what each patient wants and holds it. When you reconnect, held requests sync into your schedule and any that need a human land in What needs to get done for a quick confirm. Reminders and confirmations that were already scheduled still go out.

Frequently asked questions

Do patients notice when my PMS is disconnected? No. Amy answers every call and text exactly as usual. The only thing that pauses is the live write into your schedule.

Can Amy still book while it's disconnected? She captures the request and holds it, rather than writing it into a schedule she can't see. As soon as you reconnect, those requests sync and appear in your Tasks so your team can confirm the details.

How long does reconnecting take? Usually a minute or two once the PMS machine is awake and you press Reconnect.

Why does my connection drop more than others? Server-based systems depend on an always-on office machine. If that computer sleeps or restarts overnight, the link drops until it's back. Setting it to stay awake prevents most disconnects.

How do I avoid this happening again? Keep the PMS computer powered on and online, and let your IT contact know Valian relies on it. If a password or PMS user changes, update it in Settings → Integrations so the saved login stays current.