SETUP/USE GUIDES
Click the buttons below to access our guides.
Frequently asked questions
Effective Thursday, November 6th, you will no longer be able to use TeamViewer for remote access.
Why is this happening?
Our remote access vendor is ending their contract with TeamViewer due to significantly increased costs. This was planned for the end of the year, but it appears TeamViewer is ending their contract with our vendor sooner than originally expected. We are terribly sorry for the short notice and the inconvenience.
What does this mean for remote access?
There is good news. There is a comparable solution available called NinjaRemote. Although this is a change for you, we are excited for you to try this product. We find it to be faster and more reliable than TeamViewer.
What should you do next?
The remote access login portal has not changed. Simply log in like normal and look for this icon, pictured below, to launch a NinjaRemote session to your remote computer:
If you aren't using NinjaRemote yet, please view our setup and use guide for NinjaRemote, listed above the FAQs.
Please don't hesitate to contact us if you have any questions after reading through the NinjaRemote guide.
The remote access login portal can be found by clicking the button below (also found at the top of this web page):
The login page is pictured below:
There is no way to recover your existing password if forgotten, but a new password can be created. To reset your password and create a new one navigate to the "Remote Access Portal" to sign in and hit the "Forgot your password?" button (pictured below).
This will send you a "Reset Password" email with a link to reset and create a new password for login (pictured below).
If you have any difficulties with this process, please let us know.
If your device status is displaying "Not connected" that means one of four things:
The device is turned off.
The device is having hardware problems.
The internet is out at your practice.
The power is out at your practice.
The only situation that can potentially be resolved remotely is #1.
1. The device is turned off
If your device is simply turned off, you can attempt to power it on by pushing a "Wake up Device" command. You can do this by clicking the power button for the device displaying a "Not connected" status. See the example picture below (the "Wake up Device" button is circled in red):
Not every device is able to respond to the "Wake up Device" command. If your device is able to respond to this "Wake up Device" command, the time it will need to respond, turn on, and be in a "Connected" status could vary. Refresh your page often to see if the device enters a "Connected" status.
If the device is still displaying a "Not connected" status after waiting about 15 minutes, you may need someone to go onsite for further evaluation. If there are staff members on-site at your practice, they may be able to assist.