For Support

Status: pre-release, beta-gated. This page is written ahead of launch so Support has a head start; none of this is live for ordinary customers yet — it only applies to companies explicitly enrolled in the beta.

What users will ask

"I don't see an Acquire button on the X-ray screen."

Two independent things gate this button, and both need to be true:

1. The company must be in the beta. This feature is behind a feature flag (FEATURE_XRAY_ACQUISITION) targeting only beta-enrolled companies. If the clinic isn't in the beta program, the button will never appear no matter what permissions the user has — this isn't a bug to escalate, it's expected.
2. The user's permission group needs ACQUIRE_PATIENTS_XRAYS. This is a brand-new permission — existing groups won't have it automatically. An admin adds it under Settings → Groups/Permissions. It's separate from "view X-rays" or "edit X-rays" — a user could see and upload X-rays normally but still lack the ability to request a capture.

"It says 'No desktop app connected. Please ensure it is running.'"

This is expected and correct if no desktop application currently holds an active connection for that branch/room. Things to check:

• Is the desktop app actually running and successfully connected (not just installed)?
• Has its Access Key been revoked? A revoked key drops its connection immediately, not after a delay.
• Presence/connection expires after 90 seconds without contact — if the desktop app crashed or lost network without disconnecting cleanly, it can take up to 90 seconds to disappear from the list, but it will never come back on its own until it reconnects.
• Confirm the branch selected in the top-of-page branch switcher matches the branch the desktop app is configured for — connections are branch- and room-scoped, not company-wide.

"The room I need isn't in the dropdown."

The "room" is a value configured on the desktop app itself during setup (General Settings), not something typed into Dentolize directly — it must match one of the branch's configured room names exactly. If a room is missing from the dropdown, the desktop app for that room either isn't running, isn't connected with a valid key, or is configured with a room name that doesn't match. This isn't something Support can fix from the Dentolize side — escalate to whoever manages that workstation's desktop app setup.

"My acquisition request just... stopped. It says Timeout."

By design — most stages of a request have a deadline (5 minutes for the initial waiting/accepted/in-progress stages, 10 minutes once an image is captured and queued for upload). If the desktop app never reports a terminal status in that window (crash, lost connection, operator inaction), a background job automatically marks it Timeout so the requester isn't stuck watching a spinner forever. The fix is to try again once the desktop app is confirmed healthy and connected.

"I created an Access Key, but I can't see the key value anymore."

This is intentional — the raw key (formatted like xak_a1b2c3d4e5_...) is only ever shown once, immediately after creation, with an explicit on-screen warning. If it wasn't copied, the only fix is to revoke that key and create a new one; the server only ever stores a one-way hash of it, so there's no "reveal" affordance to add later even in principle — it's not a UI limitation, it's a security property.

"I revoked a key by mistake, can we get it back?"

No — but nothing is lost except the raw secret value, which was never recoverable anyway. Create a new key, update the desktop app with the new value, and move on. The old (revoked) key's row stays visible in the list for audit purposes, so its history (who created it, when it was last used) isn't lost.

"I don't see the Access Keys section at all, but I'm logged in."

Only company admins (or anyone with the specific MANAGE_ACCESS_KEYS permission, or the blanket "All Permissions" role) see Access Keys under Account → Security. This is intentional and matches how the neighboring "Logout All Users" control is gated — front-desk or clinical staff accounts shouldn't have this by default.

"The Logs table column says 'patients.room' instead of 'Room'."

This is a known bug, not user error — the code references a translation key (patients.room) that doesn't exist in the translation files, so the raw key leaks through untranslated. Log it as a bug if a customer reports it; it doesn't affect functionality, only the column label.

Escalation guidance

If a customer reports being able to see or manage another clinic's Access Keys or acquisition records, escalate immediately and do not attempt to reproduce against a live customer environment. A prior version of this feature had exactly that class of bug and it was fixed; a report of it resurfacing would be a serious regression worth immediate attention rather than routine troubleshooting.