Helpful Tips Before Calling Technical Support


Calling into support:

When calling The Bridge Network support can be reached at extension 2. As with any call center, there are times that all of the support representatives may be on the phone assisting other clients. As such, you will be asked to leave your name, phone number and a brief description of the problem and the first available support technician will return your call.

If you wish to be called back at a certain time you can let the receptionist know (ext. 0) or leave a detailed message and we will try our best to return your call at the desired time.

If your office is unable to load Tracker or take X-Rays using our Imaging software you can let the receptionist know it is an urgent issue or simply leave a detailed message stating the problem you are calling about and the first support technician available will return your call.

Two useful features you may not be aware of is our Frequently Asked Questions (FAQs) section located under Help | Frequently Asked Questions and our Troubleshooting Guide located under Help | Troubleshooting Guide inside Tracker. In here you will find the most commonly asked questions and problems Tech Support gets asked on a daily basis. In the Troubleshooting Guide we have a section for EDI Fixes which may help resolve most EDI problems. We strongly encourage you to take some time and read through the FAQs page as this may cut down on the number of times you need to contact Support, and it may help solve your problem in a timely and efficient way.

There is also a Help Section located in Tracker under Help | Search. In here, you can ask a question or enter in a particular problem and a solution will be given. This section is especially helpful for your how-to questions. Alternatively by pressing F1 in an open window Tracker will display the help section for that topic (eg. Press F1 while in the Appointment Manager).

Non-urgent issues:

If it is not an urgent issue, you may want to consider faxing or emailing your question in to our support department. Please make sure to include your office name, contact person, phone number and a brief description of the problem. A support representative will return your fax or email with a call (unless otherwise indicated) within one business day.

Being prepared happens on both sides:

If you get an error message on your screen, please make a note of the error message that includes the title of the message box (in the blue bar at the top), and the message itself. Also make note of what you were doing at the time and if possible, the steps you took to get the error message. This will greatly assist our support technicians with troubleshooting your call. If any new software and/or hardware was recently added to your office, this is also valuable information to help us troubleshoot the problem.

Try it twice:

Due to the nature of software, often problems that occur only happen once and can not be reproduced. Unfortunately, problems like these can be very difficult to track down. We ask that before calling close all programs, reboot the computer and try to reproduce the problem. If the problem reproduces itself then please contact our technical support department. Steps on how to reproduce a problem are very important as it speeds up the troubleshooting.

Technician on site:

If your hardware support representative is on site and needs technical assistance with The Bridge Network's software, make sure to indicate this to the receptionist or on your message and your call will be returned promptly.

Remote Control:

Sometimes it is necessary for our technical support staff to remotely connect into your computer system. Please make sure that you know how to activate your PCAnywhere, Remote Desktop or LogMeIn. You should also know how to disable the fax machine if necessary for offices without the internet.

Weekend/Holiday Support:

Emergency Support is for emergencies involving Tracker, Charting and Imaging only. An example of an emergency situation would be if you were having a problem loading the software (on any computer) or you run into a critical problem for which there is no work around and it can not wait until the next business day. Emergency support is very limited as there is one person on call with no resources available to assist your office. General questions and how-tos are not considered to be an emergency and should be deferred to the next business day. If you need to contact the support technician on call please call the support line and leave a detailed message with the problem description and a telephone number where you can be reached. We will try our best to return your call and resolve the issue. Please note the support line is not monitored 24 hours.

Hours of Operation:

Technicial Support is open the following hours (EST):

  • Monday - Thursday: 8:00am - 7:00pm
  • Fridays: 8:30am - 5:30pm