Identifying the Error
There are times when you will go to change a patient's status, open a chart, or save a change to a patient's chart and get an error in Cloud 9. This error comes up as "An Unexpected Error has Occurred." It will look like the screenshot below:
The usual culprit for this error is a special character in a field on the patient chart within Cloud 9. Special characters should be avoided in Cloud 9 as much as possible for this reason. If you run across this error, there are a few places you can look in the patient chart to try to identify where the special character is located.
First check in Edit > Patient > Relationships Tab. Look at all the relationships names, and addresses. Oftentimes this is where you will find the special character that is causing an error.
Check the patient's address, and name fields. We want to avoid ~ or ` or any other special characters especially in name fields.
Check the Edit > Patient > Referrals/Professionals tab. Sometimes it can be located in the referral or general dentist profile.
Fixing the Special Character Error
Once you have found where the special character is located, you will want to fix it. This cannot be done from the patient chart level. Instead, you will need to go into Edit > Setup > People. Next, use the search bar on the upper right to search for the affected chart. Then you can pick that people profile and click edit to change it. It must be done from Edit > Setup > People.
If you find the error but are unable to fix it, please contact us at Support we are happy to assist! If you are getting this error but not finding any special characters, please still reach out to us at one of the methods below. We will be happy to review this with you to find the solution to the problem.
Why Do These Errors Occur in Cloud 9?
Usually these errors are the result of a conversion. If your previous software had a name or address or special character in a field, and it just converts over, it can cause a special character to be entered into a field that Cloud 9 would normally not let you save it in. It should stop you from saving a field with special characters most of the time, but still, use caution and avoid any special characters in name or address fields in Cloud 9 to avoid issues with this error.
As always, if you have any further questions please do not hesitate to reach out to Cloud 9 Support by emailing us at cloud9support@planetdds.com, or chatting us online using the chat bubble on the lower right at https://cloud9support.planetdds.com/hc/en-us, or giving us a call during our business hours of 8:00 AM EST to 8:00 PM EST at the 1.800.394.6050 option 2.
Why am I getting "An Unexpected Error has Occurred" in Cloud 9?
