Question

Why does my Sidebar give me the error 'Failed to Authenticate Connector'?

Example of a 'Failed to Authenticate' error

Solution

If your HotDoc Sidebar has has given you the error 'Failed to Authenticate Connector' it could be an indication 'ESET Firewall Software' could be impacting the HotDoc connection, to your clinic.

If HotDoc has no connection to your site, patients may make appointments that are not confirmed immediately. If the site is offline for a long period of time, appointment reminders may also be affected and new Recalls will not sync through.

If you wish to check for any appointments that patients may have made while HotDoc did not have a connection to your practice, please check the article here for further instructions.

To fix this issue:

Firstly we need to update the settings in the 'ESET Firewall Software' on all effected workstations/databases running ESET, this may require your IT team/support provider to action.

1. On the computer please open your 'ESET Firewall software' and click 'Setup'
   
   
   
2. In the bottom right corner select 'Advanced Setup'
   
   
3. Then you'll need to do one of the following depending on your version of 'ESET Firewall':
   • Select 'Edit' from 'List of SSL/TLS filtered Applications' 
     
     
   • Head to 'SSL/TLS' and select 'Edit' from 'Application scan rules'
     
4. Then next to 'Application' click the three dots in the search box
   
   
   
5. From here you'll want to navigate too 'This PC > Local Disk (C:) > Program Files (x86) > HotDoc' and select the 'node' and click 'Open'
   
   
   
6. You'll then want to chose the scan action 'Ignore' and then click 'OK'
   
   
   
7. From here, click 'Okay', 'Okay' and 'Yes'
   
   
   
8.  If you have completed this steps correctly your HotDoc Sidebar should now show as 'Connected' 
   
   
   If you’re still seeing 'No PMS' once logged in, please restart the services
   https://support.hotdoc.com.au/hc/en-gb/articles/360040424711-How-to-restart-the-HotDoc-services
   
   

   If you have followed the steps above and still find you are encountering some issues, please contact us via the Submit request link at the top of the page with some further details about the issue and we can assist.