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Overview

This guide covers common issues you may encounter with the ScaleHouse connector and how to resolve them.

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Connector Status Issues

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Connector Shows “Offline”

Symptoms: Connector icon missing from system traySolution:
  1. Open Task Manager (Ctrl+Shift+Esc)
  2. Check if “ScaleHouse Connector” process is running
  3. If not, restart the connector from Start Menu
  4. If it won’t start, check Windows Event Log for errors
Symptoms: Connector shows offline, but service is runningSolution:
  1. Check your internet connection
  2. Verify firewall allows outbound HTTPS connections
  3. Test connection: Open browser and visit scalehousesystems.com
  4. Restart connector service
Symptoms: Connector offline, database credentials may have changedSolution:
  1. Right-click connector icon → “Reconfigure”
  2. Update database credentials
  3. Click “Test Connection” to verify
  4. Save configuration

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Data Sync Issues

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No Events Appearing in Dashboard

Symptoms: Connector installed but no data syncingSolution:
  1. Verify connector is activated in dashboard
  2. If not activated, generate activation token and activate
  3. Check connector status shows “Active”
Symptoms: Connector shows active but no eventsSolution:
  1. Right-click connector icon → “Reconfigure”
  2. Verify database credentials are correct
  3. Click “Test Connection” to verify
  4. Check connector logs for connection errors
Symptoms: Connector working but no audit events in PMSSolution:
  1. Verify audit trail is enabled in your PMS
  2. For Open Dental: Check Settings → Security → Audit Trail
  3. For Dentrix: Check Security settings
  4. Generate a test event (e.g., view a patient chart) to verify
Symptoms: Connector can connect but can’t read audit log tableSolution:
  1. Verify database user has SELECT permissions on audit log tables
  2. Check connector logs for permission errors
  3. Contact your database administrator to grant permissions

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Connection Errors

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”Connection Refused” Error

Solution:
  1. Open Services (services.msc)
  2. Find MySQL or SQL Server service
  3. Verify it’s running
  4. If not, start the service
Solution:
  1. Check Windows Firewall settings
  2. Allow connections on database port (3306 for MySQL, 1433 for SQL Server)
  3. If using third-party firewall, add exception
Solution:
  1. Verify host is localhost or correct IP address
  2. Verify port matches database configuration
  3. Test connection using database client (e.g., MySQL Workbench)

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“Access Denied” Error

Solution:
  1. Verify database credentials are correct
  2. Test credentials using database client
  3. Update credentials in connector configuration
Solution:
  1. Verify database user has SELECT permissions
  2. Check connector logs for specific permission errors
  3. Contact database administrator to grant permissions

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Performance Issues

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High CPU Usage

Symptoms: Connector using high CPU during initial syncSolution:
  1. This is normal during initial sync of large audit logs
  2. Wait for initial sync to complete (may take 10-30 minutes)
  3. CPU usage should drop to <1% after initial sync
Solution:
  1. Polling frequency is set to 2 minutes by default
  2. This is optimal for most practices
  3. If needed, contact support to adjust polling frequency

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High Memory Usage

Symptoms: Memory usage spikes during syncSolution:
  1. Normal behavior when processing large batches
  2. Memory should return to ~50-100 MB after sync
  3. If memory stays high, restart connector service

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Log Files

Connector logs are stored at: C:\ProgramData\ScaleHouse\logs\
1

Locate Logs

Navigate to C:\ProgramData\ScaleHouse\logs\ in File Explorer.
2

Open Latest Log

Open the most recent log file (sorted by date).
3

Check for Errors

Look for ERROR or WARNING entries.
4

Share with Support

If needed, share relevant log entries with ScaleHouse support.

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Getting Help

Check Documentation

Browse our documentation for detailed guides

Contact Support

Email support for additional help
When contacting support, include:
  • Connector version
  • Error messages from logs
  • Steps to reproduce the issue
  • Screenshots if applicable