Offline mode
What keeps working on this device when the internet drops, and how waiting changes are sent when you reconnect.
Overview
Offline mode is on for every device on a Professional or Enterprise plan. There is nothing to switch on. When the internet drops, the device keeps showing the records you have already opened and keeps the changes you make. When the connection returns, those changes are sent to the server in the order you made them.
What works offline
- Seeing records you have opened. Patients, appointments, clinical notes, charts, visits, prescriptions, referrals and treatment plans you opened on this device are kept here.
- Making changes. Booking, changing, checking in or cancelling appointments; adding or editing patients; clinical notes, odontograms and perio charts; starting, updating and completing visits; prescriptions; referrals; and treatment plans. Each change waits on this device.
- Sending them later. Waiting changes are sent automatically when you reconnect, oldest first, through the same checks as a change made online.
What needs a connection
- Records you have never opened on this device.
- Billing, payments, invoices, messages to patients, reports, inventory, HR and settings.
Prerequisites
- Professional or Enterprise plan
- A current browser (Chrome, Edge, Firefox or Safari)
Steps
Open Offline settings. Go to Settings, Offline Mode, then press Open Offline Settings.
Check the connection. Connection Status shows Online or Offline for this device. Pending Changes counts changes waiting to be sent. Not Saved counts changes the server refused.
Download more records (optional). While online, press Sync Now. It sends waiting changes and then downloads a copy of your clinic's recent records to this device.
Work offline. If the internet drops, carry on with the tasks listed above. A notice tells you that you are offline.
Reconnect. Waiting changes are sent automatically. A notice tells you when they have been sent.
Check refused changes. If the server refuses a change, for example because the time slot was taken while you were offline, it appears under Changes that could not be saved with the reason. Enter it again if it is still needed, then press Discard.
Expected outcome
- Records you opened stay visible during an outage
- Changes made offline reach the server when you reconnect
- Any change the server refuses is listed with its reason
Troubleshooting
| Symptom | Likely cause | Fix |
|---|---|---|
| A record is missing offline | It was never opened on this device | Open it while online, or press Sync Now before you expect an outage |
| Pending Changes stays above 0 | The device is still offline, or your session ended | Reconnect and sign in again, then press Sync Now |
| A change is under Changes that could not be saved | The server refused it | Read the reason, enter it again online, then Discard it |
| Clear Data warns about unsynced changes | Changes are still waiting | Press Sync Now first, or those changes are lost |