Why is my HICAPS terminal not connected?

Overview

A program has been installed on your computer in order for you to make claims through Core Practice. It is called the "Core Practice Client Bridge" and it connects your computer to Core Practice. The icon looks like this:

There is another program installed called "HICAPS Connect Client". This program connects your terminal to your computer and the icon looks like this:

They both need to be running in order for you to make claims through Core Practice. You will need to start the Core Practice Client Bridge service or start the HICAPS Connect Client service, if they're not already running.

Sometimes, issues may occur with either of these programs and that will affect the connection between the HICAPS terminal and Core Practice. It is important to note that sometimes problems with the software can be fixed by simply turning your computer off and then turning it on again. Try that before following the steps in this article.

• Making sure the two services are connected

1. Start the Core Practice Client Bridge service
2. Start the HICAPS Connect Client service

• Known issues with the software

1. Connected green links/"Disconnected" terminal
2. Disconnected red links/"Disconnected" terminal
3. Core Practice shows "Swipe card"/Terminal is not responding

Start the Core Practice Client Bridge service

The Core Practice Client Bridge service creates a connection between Core Practice and your terminal. This is one of the two programs which need to be running in order for you to make claims through Core Practice. Here's how to start it up.

Steps

1. Check whether it is currently running. Go to the system tray and look for the "Core Practice Client Bridge" icon (as below).
   
   
   
   
2. If it isn't there, click on Start.
   
   If it is already there, check whether the Core Practice Client Bridge is running.
   
   
   
3. Go to All Programs (or All Apps) and find the "Dentasoft" folder (as below).
   
   
   
   
4. Click on Core Practice Client Bridge in that folder. The program should now be running. Restart the Core Practice Client Bridge to make sure the connection has been made with Core Practice.

Start the HICAPS Connect Client service

The HICAPS Connect Client service creates a connection between the terminal and your computer. This is one of the two programs which need to be running in order for you to make claims through Core Practice. Here's how to start it up.

Steps

1. Check whether it is currently running. Go to the system tray and look for the "HICAPS Connect Client" icon (as below).
   
   
   
2. If it isn't there, click on Start.
   
   
   
   
3. Go to All Programs (or All Apps) and find the "HICAPSConnect" folder (as below).
   
   
   
   
4. Click on HICAPS Connect Client in that folder. The program should now be running. Restart the Core Practice Client Bridge to make sure the connection has been made with Core Practice.

Connected green links/"Disconnected" terminal

This is the problem you are seeing:

This usually occurs when the Client Bridge software is not connected to your HICAPS terminal. Here's how to fix it.

Steps

1. Go to the system tray and right-click on the Core Practice Client Bridge Diagnostic icon.
   
   If it isn't there, you will need to start the Core Practice Client Bridge service.
   
   
   
2. Click on Payment Gateway Service from the menu.
   
   Note that it has an error message (in red, above).
   
   
   
3. Click on Reconnect.
   
   
   
   
4. Click OK.
   
   The Client Bridge should now be "Connected to Core Practice" (seen below, in green). If it is not connected, try to reconnect a few times.
   
   
   
5. Click Re-scan to find your terminal. This may take a few seconds.
   
   Your terminal should now be in "Terminals" (seen below). If it is not, try to re-scan a few times. If the terminal does not show up in "Terminals", you should restart the HICAPS service.
   
   
   
6. Close the Payment Gateway Service window.
   
   You should be able to make claims through Core Practice now.

Disconnected red links/"Disconnected" terminal

This is what you are seeing:

When the symbol next to the terminal name is red and the terminal is "Disconnected", it means that your terminal is not connected to your computer. It may also occur if you have not made an electronic claim through Core Practice and the connection has timed-out.

Steps

1. Check the cable connection from the wall to the computer. If the cable is disconnected, reconnect it.
   
   
2. Follow the steps to set up the Client Bridge again.

Core Practice shows "Swipe card"/Terminal is not responding

This scenario may occur when you have selected HICAPS (or another payment option), the terminal is not responding but Core Practice shows the following message:

Steps

1. When you encounter this situation, press the Esc key on your keyboard.
   
   
2. Click the Refresh button on your browser, or simply press Ctrl + F5 on your Windows keyboard (or CMD + R on your Mac keyboard).
   
   
3. Select the method of payment again; it should work this time.

If you're still having issues, I suggest that you submit a support request.

If you have any questions, please click the yellow Help button at the bottom left and chat with us. We are more than happy to help!