Wednesday, December 30, 2015

Update ClearDent to the 2016 Fee Guide

Dear ClearDent Customers,

As of January 1, 2016, new dental fee guides will be in effect for most provinces. As a result we have created a webpage for you that includes both video and written instructions on how to update your fee guides. The downloadable fee guides for each province will be posted on this website as soon as it is made available to us by each province's dental association.

As always, we are more than happy to assist you. Understandably, our support line tends to get quite busy during this time, so please do try to call in as soon as possible so we have time to help make sure you are properly set up with the new fee guides for 2016.

Fee Guide Website

Important Reminders:
  • Though the new fees are not in effect until January 1, 2016, you can update your office a few days earlier if your dentist approves charging patients at the new rates ahead of time.
  • If you do require further assistance updating the fee guide or creating a custom fee guide, please expect a higher than usual call volume when you call our Support. If you are forwarded to voice mailbox to leave a message, please do so and we will get back to you as soon as possible.

Friday, December 11, 2015

Important Advisory - Printing and Email Error Message in ClearDent

Error Message When Printing/Emailing Reports

A recent windows update has caused problems many software programs that use a common report printing engine called Crystal Reports.  This means that some ClearDent customers have received an error in our software when trying to print or email some claims, receipts, statements and/or reports. We are working on a permanent fix for this issue, but want to provide a temporary workaround for practices affected by this. Please free to call into our support centre at 1-866-253-2748 Ext 2, or follow the steps below if you have received this error message:

These next steps will guide you through the process of uninstalling the portion of the Windows update (KB3102429) that is causing the issues with ClearDent.


Step 1

Click on your Windows start menu and type "cmd" into the search field. This will bring up "Command Prompt" as a result. Click on that to open.

Step 2

Once Command Prompt is open, Type or Paste: 


"wusa /uninstall /kb:3102429"


You cannot use Ctrl+v. You must use the menu that is opened by right clicking in the command prompt window. Once you have the command entered, press "enter" on your keyboard and the uninstall will begin.  This should take between 30 seconds and 1 minute.

Step 3

Once the uninstall from Step 2 is complete, you will be prompted to restart your computer in order to make these changes take affect. Select "Restart Now" to this option. It will confirm that you want to unistall KB310249. Click "Yes."

Step 4

Now that the update has been uninstalled you need to prevent it from installing itself again.  To do that, click on the Start menu again, and search "Windows update." Then, click on the "important updates available" link (shown as "1 important update is available" on the screen shot below.

Step 5

Left click on the important update (KB310249) to highlight it blue. Then right click it and select "Hide update"

Go back to the control panel, as was shown in Step 4, and click "Check for updates." If nothing shows up then you have successfully completed the update removal and your ClearDent error should be resolved. If your check update bar gets stuck searching, then you will need to run the Microsoft fix outlined here:

Wednesday, November 18, 2015

Industrial Alliance Claims Confirmation Issue

All claims issued to "Industrial Alliance" through ClearDent are currently bouncing back with an error response. This is a known issue with the TELUS claims processing department that is currently being worked on. Until this is resolved, please call Industrial Alliance to confirm the receipt of your claim if you receive an error message.  Thank you.

Tuesday, November 10, 2015

Please be advised that we will be closed tomorrow for Remembrance Day.  We will be open again on Thursday, November 12th so please feel free to contact us then.

Wednesday, October 28, 2015

Support Newsletter

Support News – Thank you for your feedback on our annual survey

Call Back System: We have received your feedback about waiting in a queue when our call back system calls you. Unfortunately, due to technical limitations of our current phone system, this was a necessary inconvenience. However, in November we will be activating a newly developed program that will establish the connection with our support agent first, before dialing out to you. This way you will no longer need to wait in the queue when receiving a call back. You will, instead, be greeted by a courteous support agent immediately.

Average Waiting Time: From Oct 2014 to Apr 2015, the average wait time was 2 minutes 34 seconds. After the call back system was introduced and staffing was increased, the average wait time was reduced to 2 minutes 1 second; a 21% improvement. Over the next 3 months, with efficiency training for our support agents, we expect those wait times to drop even further. Please also take advantage of our call back system by dialing zero (0) to receive a call back when an agent is available to speak with you.

Contact Support Manager: For any concerns regarding the ClearDent Support team, please email Gary, the Support Manager at or ask for him directly by calling our support line.

Support Tips – Digital Imaging

We have received comments from some customers about the need to adjust the brightness of x-ray images. If you have experienced similar difficulties, here is a way to adjust every picture to your desired brightness level automatically.
  1. Bring up an x-ray you have taken recently and use the “Gamma” function to increase (+) or decrease (-) its parameter. This will make the shadowed/dark region lighter without making the x-ray look washed out. This is a more efficient way to get the image quality you want compared to adjusting the “Brightness” function. In the pictured example, the parameter we used was -30.
  2. Once you have determined your preferred parameter from your sample x-ray, click the “Settings button to open the “Imaging System Configuration” window.
  3. Click the “Calibrate” button to open the “X-Ray Image Quality” window.
  4. Adjustments need to be entered individually based on the type of x-ray (Periapical/Bitewing/Panoramic/Cephalometric/Other). Usually, if you are adjusting an x-ray taken by a sensor, the same Gamma parameter should be entered into the Periapical and Bitewing tabs. If you are adjusting an x-ray taken from a Panoramic machine, the same Gamma parameter should be entered into Panoramic and Cephalometric tabs.
  5. Enter your preferred parameter in the Gamma field. In this example, the original Gamma setting was 15. With the new parameter we adjusted from step 1, the final Gamma parameter we should enter here is -15. This is because 15 + (-30) = -15.

Tuesday, October 6, 2015


Update: Our phone systems are working perfectly once again. Thank you for your patience!

Our phone systems are being worked on again. Please leave a message a we will respond shortly from another line.  Thank you, again, for your patience.

Wednesday, September 30, 2015

Update: Phone systems are functioning again!

Update:  Thank you for your patience!  Our phone systems are up and running again, so please feel free to call 1-866-253-2748 x 2 for any support needs you may have.


Our ClearDent phone system is currently being serviced and is not operational.  If you require support, please email for a very quick reply.  We expect the phones to be working normally again by 1:30pm PST.

Friday, August 28, 2015

FREE Educational Seminar in Edmonton - 3CE

Upcoming Edmonton Seminar - FREE 3 CE Credits

The Digital Workflow

ClearDent, Schick and Patterson Dental will be hosting a FREE educational seminar in Edmonton. It will be an evening of discussion on how paperless dental software is transforming the way information moves through a practice, and how technology can benefit you more than you know.

Wednesday, October 21, 2015
6:00PM - 9:00PM

Patterson Dental Edmonton
6608 50th Street
Edmonton AB  T6B 2N7

FREE RSVP, Food & Drinks Included

A Cause We Believe In

ClearDent is teaming up with AboutFace, helping empower Canadians with facial deformities.  For each attendee coming to the course, we will be donating $10.00 to AboutFace. Additional donation will also be gratefully accepted at the event.

Donate Directly to AboutFace

You can also visit AboutFace website to donate directly and to learn more about their cause.

We encourage everyone in the dental industry to help give back to the community, and put a happy smile on every child.


The ClearDent Team

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Tuesday, August 4, 2015

Support Newsletter - August 2015 Issue

IMPORTANT: ClearDent Annual Performance Survey

Complete Survey

Complete the survey by August 14 and get a chance to win a FREE office lunch (up to $75) on us!

Support Tip - Configure Your Patient’s Contact Priority to Increase ClearConnect’s Effectiveness

What it does: With the right Contact Priority setup in ClearDent, you can promote your reminders and confirmations to each patient where he or she is most responsive which—overall, will improve the effectiveness of ClearConnect and establish a greater sense of reliability for both the patient and practice.

What this means for you: If you have patients who prefer being contacted through emails over text messages, voice calls over emails, text message above all other contact methods, etc., then the Contact Priority module can assist you in adjusting these preferences. The Contact Priority module in ClearDent is integral to the ClearConnect service (despite how minimalist and incidental as it may seem) as it controls the order of precedence for which medium your patients receives their appointment confirmations and reminders.

How you can use this:

Step 1.

Access the Contact Priority Tab
Go to the patient’s Personal tab, and click on the link (Contact Priority):

Step 2.

In this window you can tailor your patient’s contact options to each of their personal liking, or to which they are most reliable.

If you click on the drop-down list from any one of the contact methods, you will see a hierarchical set of values ranging from 1st contact method - 6th contact method. These are basically self-explanatory, but please be aware that the option Do not contact will omit this mode of communication altogether (and usually means the patient has unsubscribed from that contact method).

In addition, if you use ClearConnect text messaging, for any patient who has subscribed to the option, please be sure to check mark the Send SMS box, otherwise ClearConnect will assume the mobile number is meant for voice calls and—unfortunately, if the office does not use our voice confirmation services, neither contact methods (i.e.: text or voice) will function.

Why do my patients not receive ClearConnect notifications?

Step 1.

Check Contact History

The Contact Priority module can also be a good investigation tool as well. If you have patients mentioning they have not received their ClearConnect confirmations and/or reminders, or they received it from a source less preferred (e.g.: a text message instead of an email) it’s likely they have unsubscribed from their primary contact method. To determine this go to the patient’s appointment Contact History (Contact tab/Scheduler > double click the appointment > Contact History tab) and check whether ClearConnect’s last attempt ended in:
FAIL with the note, “<Name of ClearConnect job> FAIL No contact method” or
SUCCESS/CONFIRM, albeit from the patient’s secondary (and sometimes tertiary) form of communication:

Step 2.

Check Contact Priority

Compare this with the Contact Priority in Personal tab. If the patient has a legitimate entry in all respective contact fields yet the preferred method still defaulted, check the patient’s Contact Priority, most likely the presumably most authoritative option is set to “Do not contact”:

If this is done by mistake, then to rectify it simply notify the patient, request him/her to re-subscribe and if approved, reset the priority back to its original position in the hierarchy.

If the above does not fit your scenario, please contact support and we will gladly assist.

The Best of Both Worlds Annual Dental Continuing Education Conference in Mexico (November 2015)

16 CE Credits • Advanced Dentistry • Business Excellence

Join us in Mexico for a course on Oral Rehabilitation, Implants & Surgery, Digital Impression, Dental Technology, and Business Management over three days.

Enjoy everything the beautiful Iberostar ParaĆ­so Resort Complex and Riviera Maya, Mexico have to offer.

Please visit to contact us to learn more, or register today by clicking the link below.

Register Now!

New! iPhone/iPad App

We are pleased to announce that our ClearDent Mobile App is now available on Apple App Store! Better yet, the App comes with 30-day risk free trial.

However, before you download the App, you need to contact your sales representative first because we need to:
  • Connect your office securely to our App server in the Cloud. The connection is encrypted and the way we transport patient data is privacy act and college recordkeeping guideline compliant. We strongly recommend you learn more about how we accomplish this.
  • Setup an automatic credit card payment plan. Your credit card will not be charged until the trial period is over, and you can cancel any time during the trial.
Can't wait? Contact us at or call 1-866-253-2748 x 1 to learn more about the ClearDent Mobile App and the subscription cost, and setup a time to connect your ClearDent to your iPhone and iPad.

NOTE: Connecting your office securely to our App server will be on a first come, first serve basis and therefore there may be delay in getting your iPhone and iPad connected. We apologize for the delay. However, your trial period will not start until we have sent you the confirmation that your ClearDent Mobile app is ready for use.
Apple, the Apple logo, iPhone, and iPod touch are trademarks of Apple Inc., registered in the U.S. and other countries. App Store is a service mark of Apple Inc.

Windows 10 Compatibility

It's a good news that Microsoft has released a new Windows, especially when the consensus of the industry is that the new Windows 10 addresses the shortcomings of Windows 8, which was not well received in both the consumer and business worlds.

However, is it the right time to upgrade to Windows 10 for a ClearDent dental practice?

The short answer is NO.

The long answer is that at ClearDent, we recommend our customers to think about upgrading to Windows 10 as a major task and will require careful planning. The reasons are:
  • While ClearDent has been tested with several beta versions of Windows 10 with no issues, but given that the final version is only available on July 29, we can't be certain if what worked in the beta version of Windows 10 will continue to work in the final version.
  • In a dental practice, there are often more than just ClearDent as the mission critical applications to ensure normal operations. For example, some older digital x-ray device drivers may not be compatible with Windows 10, and the upgrade will disable those digital x-ray devices.
  • There will be a learning curve to know the new Windows, and there will be upgrade failures and will require troubleshooting by an IT professional.
In a month or two, ClearDent will update it's official specification to formalize its compatibility with Windows 10. However, even at that time, we recommend:
  • Hire an IT professional to create an inventory of software critical to your practice. Most IT professionals will create the inventory and contact each software vendors on the inventory list to ensure compatibility.
  • Plan at least one day for the upgrade, and encourage staff to get familiar with Windows 10 by visiting online tutorials offer by Microsoft before the upgrade takes place.
  • Contact ClearDent Support prior to the upgrade and inform us of the date, so we can be prepared to be of assistance with ClearDent related issues after the upgrade completes (NOTE: we will try our best, but we are unable to provide IT services).
In the end, unless it's a brand new computer that only comes with Windows 10 pre-installed, we recommend you continue to use Windows 7 and Windows 8.1 for the time being. Microsoft's free upgrade to Windows 10 is valid until July 29, 2016 so there is ample amount of time to plan the upgrade.

Pay Online

Did you know?We now have an online payment system for you to easily make payments!

Simply visit and enter fill out the form to pay your invoice. You will receive a receipt in your email almost immediately.

We are also using the latest encryption and security methods, so you do not have to worry about your information being compromised. ClearDent takes advanced measures to always remain protected.

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Saturday, July 25, 2015

CE Conference: The Best of Both Worlds 2015

Register For The Best of Both Worlds Annual Dental CE Conference in Mexico Today!

Canada's Most Unique Dental Education

The Best of Both Worlds features six speakers presenting:
  • Implant dentistry
  • Oral rehabilitation
  • Digital impressions
  • Cloud computing in dentistry
  • Paperless dental practice
  • Human resource and dental team optimization
Each speaker has a wealth of knowledge and vast experience in the respective field and specialty. Most importantly, the conference aim to provide delegates the opportunity to not only learn new knowledge and best practice on both the clinical and business sides of dentistry, but also promote and create environment for interactions between delegates, who are also fellow dental professionals.

In other words, The Best of Both Worlds is a place to learn, connect, and relax.

Learn more about the conference and register today at

Proudly Sponsored By

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Wednesday, July 22, 2015

Important: Possible Phone Support Downtime - July 23 6:00-8:00AM PST

Possible Phone Support Downtime - July 23 6:00-8:00AM PST

On July 23rd at 6:00-8:00AM PST, there will be network upgrades being performed by our internet service provider. Our entire network will be down during the time, and you will not be able to call for support.

We apologize for the inconvenience this may cause.

If you need technical support during those times, please email and we will get back to you as soon as we can.

ClearDent Support | 1-866-253-2748 x 2 |

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Tuesday, July 7, 2015

4CE Credits - ClearDent Advanced User Training in Calgary

ClearDent Advanced User Training

Wednesday, July 22, 2015
Delta Calgary South
135 Southland Drive SE
Calgary, AB  T2J 5X5
register button

9:00am – 1:30pm
4 CE Credits // Breakfast & Refreshments Provided
Cost: $180 / Person

Join our advanced user training session and find out how to maximize your knowledge of ClearDent! We will be hosting a morning focused on:

  • New! Progress Note Flow & Template Creation
  • New! Mobile iPhone App
  • Case Acceptance Management
  • Master the Ledger
  • Assignment Process
  • Electronic Charting
  • Treatment Plan Tracking
  • Optimal System Navigation
  • Appointment Manager
  • Insurance Limit Tracking
  • ClearConnect & ClearDent GO
  • New Upcoming Features
  • And More!
Attendees will receive 4 CE credits upon completion, and gain in-depth knowledge of the ClearDent software. The course is designed for ClearDent users that have a minimum 6 months of experience.

register button

To sign up, click on the Register button above, call 1-866-253-2748 x 6, or email

Not able to make the seminar? Call us at 1-866-253-2748 x 1 and we'll be happy to set up a training session at your office. 

Academy of General Dentistry Approved PACE Program Provider
Approval does not imply acceptance by a state or
provincial board of dentistry or AGD endorsement.
April 1st, 2015 to March 31st, 2017 Provider ID #321224

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