Can't reach DoctorConnect ?

We moved DoctorConnect to new, upgraded servers on Saturday, October 24. Your web addresses, logins and bookmarks have not changed. If a page won't load, shows a maintenance notice, or keeps signing you out, your computer may still remember the old server. The steps below fix it in almost every case.

Contact DoctorConnect Support
Clinic front desk staff at a computer

Try these steps in order

Stop as soon as DoctorConnect loads normally.

  1. 1

    1. Close every browser window

    Close all Chrome, Edge, Firefox or Safari windows, including other tabs, then open the browser again and sign in. This fixes most cases.

  2. 2

    2. Try a private window

    Open a private window (Ctrl+Shift+N in Chrome and Edge, Ctrl+Shift+P in Firefox, Cmd+Shift+N in Safari) and go to your usual DoctorConnect address.

  3. 3

    3. Clear the computer's address memory

    On Windows: click Start, type cmd, open Command Prompt, type ipconfig /flushdns and press Enter. On a Mac, or if you are not comfortable doing that, simply restart the computer.

  4. 4

    4. Ask your IT person

    If it still fails, your office network (router, firewall or DNS server) is probably holding the old address. Your IT provider can clear it. Ask them to contact us if your network only allows approved IP addresses.

Common questions

Do I need to change my bookmarks or the address I type?

No. Every DoctorConnect web address stays the same. Only the servers behind them changed.

Do I need a new password?

No. Your username and password are unchanged. You may need to sign in again once, because sessions from before the upgrade were closed.

I see a maintenance page. Is DoctorConnect down?

Usually not. A maintenance page after the upgrade means your computer is still reaching the old server. Follow the steps above. If several people in your office see it on different computers, ask your IT provider to check the office network.

Is my practice's data affected?

No. All of your practice's information was moved to the new servers and checked before they went live. Reminders, messages and forms continue as normal.

Our office allow-lists IP addresses for DoctorConnect. What changed?

Our server IP addresses changed with the upgrade. Have your IT provider contact DoctorConnect support for the current list before updating firewall rules.

It works on one computer but not another.

That computer still remembers the old server. Close its browser completely or restart it (steps 1 and 3).

Still stuck?

Tell us which DoctorConnect address you are trying to open, what you see on screen, and which steps you already tried. We'll get you working again.

Email DoctorConnect Support