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When something looks wrong

Stories and walkthroughs: When something looks wrong. For the message catalog and when to contact Ordo, see Errors and getting help.

The Open Dental tab is empty

What you see. EOB Review has lines. Open Dental has no claims.

Usual cause. You opened the patient before Fetch Open Dental.

What to do. Go back to the list, tick the patient, click Fetch Open Dental, wait, open the patient again.

Still empty in Actual? Open Dental may not be connected or synced. An Admin should test the connection under Clinic settings → Integrations. In Demo, fetch still needs to be clicked; it uses sample charts, not your office.

The file says Failed

What you see. Dashboard tab Failed, or the row never becomes Extracted.

Usual causes.

  • The PDF is not a Cigna Dental standard layout (other carriers may not read yet).
  • The file is a photograph of a page, a password-protected PDF, or a statement that is not an EOB.
  • A temporary reading error.

What to do.

  1. Open the file if you can and read the error message.
  2. Confirm you uploaded the remittance, not an explanation letter or a claim form.
  3. Try a clear PDF export from the payer portal, not a phone photo.
  4. If it is a non-Cigna format, plan to post that one in Open Dental by hand until that layout is supported. Archive the failed duplicate so it does not sit in Failed forever.

Hard mismatch / Needs review

What you see. A banner or status warning; Approve is disabled or looks unsafe.

What to do.

  1. Open Audit. Read the failed signal in plain language.
  2. If the date of service is wrong, pick another candidate (another visit).
  3. If the name is a near miss (married name, hyphen, typo), fix EOB Review if you can edit, fetch again, or confirm in Open Dental which chart is correct.
  4. If it is simply the wrong person, Reject match. Do not approve because the dollars look close.

Example. EOB says June 12. Recommended claim is July 3 (a second cleaning). Dollars might even match. That is still the wrong visit. Pick June 12 or reject.

No match

What you see. Status No match. Candidate list empty or unusable.

Usual causes. Claim was never entered in Open Dental, patient is under a different name, replica is stale (not synced), or the EOB patient is not this practice’s patient.

What to do. Search Open Dental yourself. If the claim exists, Sync (Admin) and fetch again. If the claim does not exist, enter it in Open Dental first, then return to Ordo. Ordo cannot invent a chart.

Post payment failed

What you see. Error toast; status may be failed or retry; Maria is not Posted.

What to do.

  1. Do not hammer the button.
  2. Note the time. Open Clinic settings → API Logs (or the error panel on the Open Dental tab).
  3. Common human fixes: connection dropped, customer key expired, eConnector stopped, claim was locked or already had a check in Open Dental after approve.
  4. If Ordo says the claim changed, review again (fetch, confirm lines, approve, then post once).
  5. If a payment number never appeared but Open Dental already shows the money, stop. Call Ordo support before posting twice.

The full decoder for Open Dental API 400 (and 401, 429, 504) is Open Dental errors.

I cannot see a button or a module

Usual cause. Your role. Viewers cannot post. Reviewers cannot post (by default) and cannot open Clinic settings.

What to do. Ask an Owner to check Roles. Do not use someone else’s login.

If the whole clinic cannot sign in, the practice may not be set up yet. Contact Ordo support.

Reports look too high or too low

Symptom Likely cause Fix
Uploads doubled Same PDF uploaded twice Archive the duplicate file
Posted looks low Files still Approved, not Posted Finish posting, or check Failed
Today’s uploads is zero Date filter is not today Change the date preset
A file vanished from Reports It was Archived Restore from Dashboard → Archived if that was a mistake

Reports use upload date, not date of service. June treatment uploaded in August counts in August.

Demo vs Actual mix-up

What you see. The file you uploaded this morning is gone — or a sample Maria is still there after you “deleted” her.

What to do. Read the sidebar: Demo and Actual are different cabinets. Switch to the mode you used when you uploaded. Never drop a real EOB in Demo.

Names and PHI on screenshots

If you need help from Ordo, prefer:

  • EOB ID (from the dashboard row)
  • Time of the error
  • The message text, not a full-page screenshot of the PDF

Do not paste entire remittances into a group chat.