> ## Documentation Index
> Fetch the complete documentation index at: https://scalehousesystems.com/docs/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Common connector issues and solutions

## Overview

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

## Connector Status Issues

### Connector Shows "Offline"

<AccordionGroup>
  <Accordion title="Service Not Running">
    **Symptoms:** Connector icon missing from system tray

    **Solution:**

    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
  </Accordion>

  <Accordion title="Network Connection Lost">
    **Symptoms:** Connector shows offline, but service is running

    **Solution:**

    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
  </Accordion>

  <Accordion title="Database Connection Failed">
    **Symptoms:** Connector offline, database credentials may have changed

    **Solution:**

    1. Right-click connector icon → "Reconfigure"
    2. Update database credentials
    3. Click "Test Connection" to verify
    4. Save configuration
  </Accordion>
</AccordionGroup>

## Data Sync Issues

### No Events Appearing in Dashboard

<AccordionGroup>
  <Accordion title="Connector Not Activated">
    **Symptoms:** Connector installed but no data syncing

    **Solution:**

    1. Verify connector is activated in dashboard
    2. If not activated, generate activation token and activate
    3. Check connector status shows "Active"
  </Accordion>

  <Accordion title="Database Credentials Incorrect">
    **Symptoms:** Connector shows active but no events

    **Solution:**

    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
  </Accordion>

  <Accordion title="Audit Trail Disabled">
    **Symptoms:** Connector working but no audit events in PMS

    **Solution:**

    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
  </Accordion>

  <Accordion title="Database Query Permissions">
    **Symptoms:** Connector can connect but can't read audit log table

    **Solution:**

    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
  </Accordion>
</AccordionGroup>

## Connection Errors

### "Connection Refused" Error

<AccordionGroup>
  <Accordion title="Database Service Not Running">
    **Solution:**

    1. Open **Services** (services.msc)
    2. Find MySQL or SQL Server service
    3. Verify it's running
    4. If not, start the service
  </Accordion>

  <Accordion title="Firewall Blocking Connection">
    **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
  </Accordion>

  <Accordion title="Incorrect Host/Port">
    **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)
  </Accordion>
</AccordionGroup>

### "Access Denied" Error

<AccordionGroup>
  <Accordion title="Incorrect Username/Password">
    **Solution:**

    1. Verify database credentials are correct
    2. Test credentials using database client
    3. Update credentials in connector configuration
  </Accordion>

  <Accordion title="User Lacks Permissions">
    **Solution:**

    1. Verify database user has SELECT permissions
    2. Check connector logs for specific permission errors
    3. Contact database administrator to grant permissions
  </Accordion>
</AccordionGroup>

## Performance Issues

### High CPU Usage

<AccordionGroup>
  <Accordion title="Large Audit Log Table">
    **Symptoms:** Connector using high CPU during initial sync

    **Solution:**

    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
  </Accordion>

  <Accordion title="Frequent Polling">
    **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
  </Accordion>
</AccordionGroup>

### High Memory Usage

<AccordionGroup>
  <Accordion title="Large Batch Processing">
    **Symptoms:** Memory usage spikes during sync

    **Solution:**

    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
  </Accordion>
</AccordionGroup>

## Log Files

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

<Steps>
  <Step title="Locate Logs">
    Navigate to `C:\ProgramData\ScaleHouse\logs\` in File Explorer.
  </Step>

  <Step title="Open Latest Log">
    Open the most recent log file (sorted by date).
  </Step>

  <Step title="Check for Errors">
    Look for ERROR or WARNING entries.
  </Step>

  <Step title="Share with Support">
    If needed, share relevant log entries with ScaleHouse support.
  </Step>
</Steps>

## Getting Help

<CardGroup cols={2}>
  <Card title="Check Documentation" icon="book" href="/docs/docs">
    Browse our documentation for detailed guides
  </Card>

  <Card title="Contact Support" icon="mail" href="mailto:support@scalehousesystems.com">
    Email support for additional help
  </Card>
</CardGroup>

<Info>
  When contacting support, include:

  * Connector version
  * Error messages from logs
  * Steps to reproduce the issue
  * Screenshots if applicable
</Info>