Troubleshooting: submission missing in Open Dental
First, confirm the submission exists in Teamio (Forms > Your Form Submissions). If it’s there but not in Open Dental:
1. Check the Open Dental server is on
Section titled “1. Check the Open Dental server is on”PDFs and record updates travel through the Teamio connector running on your office’s Open Dental server. If that machine is off or offline, documents queue up and arrive once it’s back. This is the most common cause — especially Monday mornings.
2. Give it a few minutes
Section titled “2. Give it a few minutes”Filing into imaging isn’t always instant. If the server just came back online, the backlog drains in order.
3. Check the form’s PDF settings
Section titled “3. Check the form’s PDF settings”PDF filing is driven by the form’s PDF settings, not by whether it has a signature. Open the form in the builder, select Form Configurations, and check:
- Save PDF to Open Dental Imaging module under Category — is a category set?
- Select file name for this form — is a name set?
If these are blank, the PDF may exist in Open Dental but under the wrong name and place — it files as undefined_<date>.pdf at the imaging root rather than in your chosen category. See Where the PDF goes, then re-check imaging at the root.
4. Check the uploaded-files category
Section titled “4. Check the uploaded-files category”Patient uploads (insurance cards, IDs) file under the separate Save uploaded images / files… under Category setting, not the form’s PDF category. If the form PDF is there but the attachments aren’t, check that setting.
5. Confirm the submission is linked to a patient
Section titled “5. Confirm the submission is linked to a patient”A submission with no linked patient can’t file to a chart. If it shows the Not linked — Link patient pill, use Link to Patient first — see Viewing submissions. Otherwise, open the submission and confirm the patient on it is who you expect.
6. Check for two fields saving to the same Open Dental list
Section titled “6. Check for two fields saving to the same Open Dental list”If two fields on the form both save to the same Open Dental list — Diseases, Allergies, Medications, or Referrals — the builder refuses to save the form until it’s fixed, including a hidden field you might not remember adding. If the submission is from before that got fixed, that list may not have updated correctly on the chart. Open the form and check for a second field mapped to the same list. See One field per form for each Open Dental list.
If all of these check out and it’s still missing, contact Teamio support with the form name, patient, and submission time.