MyTooth is a newer product for Cloud 9 Software, so this document will change as the product matures, but this KB is meant to act as a spot for Frequently Asked Questions or Common Problems practices may run into and how to solve them.
1. Default Values in Form Fields
Problem: Some forms automatically show placeholder data or sample text in fields.
Fix needed: Remove all 'Default Value' properties from the field configurations and replace them with your own text/placeholders.
Why: Forms start empty so that users can provide their practice or location specific input and prevent accidental submission of wrong pre-filled data.
2. Missing or Incorrect Signature Fields in form submissions
Problem: Signature areas are sometimes incorrectly created using a 'text area' or 'text field' component instead of the signature field.
Fix needed: Always use the 'Signature' field from the 'Advanced' tab on the Form Builder.
Why: The 'Signature' field is custom formatted to provide correct rendering and ensures the signature is properly stored as an image.
3. Poor Spacing and Visual Congestion on forms
Problem: Sections of the form appear cramped with no space between them.
Fix needed: Insert empty components or HTML components and/or add margin styling, as shown in the screenshot below.
Drag and Drop the 'Component' under 'Layout' and keep it blank. It will act as a spacer between sections of the form.
4. Making Fields Mandatory on forms
Problem: Some fields should be mandatory but the form doesn't currently support this.
Fix needed: To make a field required follow the below steps.
a. Click the 'Edit' button for that field.
b. Navigate to the 'Validation' tab.
c. Check the box titled 'Required' and save the changes.
Why: This ensures the patient or responsible party must fill out the field.
5. Making a Field Read-Only
Problem: Sometimes you may want a field to be read only, and not allow the patient or Responsible party to input data.
Fix Needed: Two possible fixes exist for this. You can navigate to 'Layout' and drag the 'Content' box over and type words in there. This makes it read only so patients or RP's cannot enter data. The second option would be to navigate to the field you used and then click 'Edit'. Next, stay on the 'Display' tab and scroll down and check the tick box for 'Disabled'. This will stop the patient or RP from being able to add input to that field.
6. New Patient Form Trigger is not working as intended.
Problem: A trigger is setup in the Forms section of MyTooth but a patient is not receiving the form, even though the conditions are met.
Fix needed: Navigate to Forms > Patient Forms Trigger within MyTooth. Ensure that the parameters for the patient trigger is setup correctly. If it is setup correctly, ensure that the patient's responsible party has a valid phone number and email, and the correspondence boxes are checked within Edit Patient > Relationships tab in Cloud 9.
7. Unable to delete a Packet that is no longer needed.
Problem: An error occurs when the user tries to delete a packet that is no longer needed. Screenshot of the sample error below.
Error in screenshot above says: 'Cannot delete packet. It is mapped to 1 trigger(s): 'Acworth + New Patient + AW -Remove/Replace Wires 10 + Ron Burke' (ID: 135). Please remove any trigger mappings first.'
Fix needed: The packet cannot be deleted because there is a new patient trigger attached to the packet for a specific appointment type. To fix this, you must navigate to Forms > Patient Forms Trigger and find the appropriate trigger. It needs to be set to a different packet or removed entirely so the desired packet can be deleted.
Why: Packets (groups of forms) cannot be deleted when they have an active Patient Forms Trigger.
8. Form not showing for patients.
Problem: Form isn't showing up for patients, even after configuration is complete.
Fix Needed: Work through the below checklist to find the problem.
Troubleshooting checklist:
a. Form Status: Is it set to active? Navigate to Forms on the left side bar then the Forms tab in MyTooth to check the forms status. It must be set to active as Draft and Inactive forms are not sent to patients.
b. Patient has contact info: Notifications require a valid email or phone number and the associated correspondence boxes checked in Cloud 9 on the responsible party. You can resync MyTooth if you recently made the change and need it sent before the nightly sync.
c. Magic link validity: If the patient received the link more than 30 days ago, it will have expired. In this case, the form may need to be assigned or sent via magic link again.
d. Trigger conditions match: If the form is set to go off from a Patient Trigger, please navigate to Forms > Patient Forms Trigger and ensure the Appointment Type and location on the trigger match the appointment in question.
If none of these fix the issue, please contact Cloud 9 Support, we are more than happy to connect on a screenshare and assist in troubleshooting the problem.
9. Form builder will not save form and instead gives an error.
Problem: When saving a form, an error appears in the upper right corner.
Fix needed: MyTooth's form builder uses Form.io to store and render forms. If you see an error like "Failed to sync form with form server" when saving, this typically means:
- There was a temporary connectivity issue between MyTooth and Form.io.
- The form name may conflict with an existing form (MyTooth will attempt to detect and resolve this automatically in most cases).
What to try: Wait a few minutes and attempt to save again. If the error persists, contact support and note the form name and the time you received the error so we can assist in troubleshooting.
10. Cloud 9 Location and MyTooth Problems
Problem: A Cloud 9 location is missing or shows incorrect information in MyTooth.
Info for fix:
Locations are synced from Cloud 9. When the sync runs, MyTooth brings in each location's name, address, phone, and time zone.
- If a location is missing entirely: Check that the location is active and properly set up in Cloud 9. Locations removed or deactivated in Cloud 9 will be soft-removed from MyTooth on the next sync.
- If the location's address or phone appears wrong in MyTooth: If you've edited those fields manually in MyTooth, your changes are preserved. However, the address and phone shown on forms and patient notifications pull from what's on file in MyTooth, not directly from Cloud 9 in real time. If Cloud 9 had the wrong information at the time of the last sync, update it in Cloud 9 in Edit > Setup > Location and then resync in MyTooth.
- If the location reappeared after being deleted: This is expected behavior. If a location is re-activated in Cloud 9, MyTooth will restore it on the next sync.
Problem: A new location was added in Cloud 9 but I don't see it in MyTooth yet.
Info for fix: MyTooth syncs locations as part of a scheduled process. The new location should appear after the next sync runs. If it still hasn't appeared after a full sync cycle, contact support.
Note: When a brand-new location is added, MyTooth also needs to generate shareable links for all existing forms and packets for that location. This happens automatically as part of the sync, but there can be a brief period where a form shows "No public URL available" for the new location. Refreshing or re-opening the form list after the sync completes should resolve this.
11. Problem: I can't find a specific appointment type to add to an online booking trigger.
Info for fix: For online booking, MyTooth only shows appointment types that are:
- Active (not deleted in Cloud 9)
- Marked as available for online booking in Cloud 9.
The online booking availability flag is controlled by Cloud 9. If you want to add a type to online booking, that setting needs to be enabled in Cloud 9 first. This is done in Edit > Setup > Appointment Types. Once you set the appointment as 'allow online booking', then you can resync MyTooth and it will pull that appointment type in.
12. Problem: A staff member didn't receive their MyTooth Welcome Email.
Fix needed: When a new admin user is created, MyTooth sends a welcome email with login credentials. If the email didn't arrive, advise the staff to wait a few minutes and then check the below suggestions:
- Check that the user's email address was entered correctly.
- Confirm that at least one location has been synced (the welcome email requires a valid Cloud 9 location to route through).
- Check the user's spam or junk folder.
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,