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      SOTA Hub Error Message in SOTA Cloud - Troubleshooting Guide

      When users encounter a SOTA Hub error message in SOTA Cloud, it typically indicates that the Hub application is not running or accessible on their PC. This article explains the causes of this error and provides methods to resolve the issue.

      Why This Error Appears

      The SOTA Hub error message can appear for several reasons:

      1. Hub application has crashed - The SOTA Hub service stopped running unexpectedly
      2. PC doesn't require Hub - Your practice management system (PMS) has direct integration with SOTA Cloud, making Hub unnecessary on certain PCs
      3. Multiple Hub instances - Two versions of SOTA Hub are running simultaneously in the system tray, causing conflicts

      Resolution Steps

      The solution depends on whether your PC is used for capturing images or viewing images only.

      For Capture PCs (PCs that take X-rays)

      All capture PCs require SOTA Hub to be running. Follow these steps:

      1. Launch Hub from desktop shortcut
        • Double-click the SOTA Hub shortcut on your desktop
      2. If no shortcut is available:
        • Restart the PC, OR
        • Search for "SOTA Hub" in the Windows search bar and launch it
      3. If you see two SOTA Hub icons in the system tray:
        • Try closing both SOTA Hub instances
        • If both instances won't close, restart the PC
        • SOTA Hub will automatically launch again after restart

      For Viewing PCs (PCs that only view X-rays)

      The solution depends on your practice management system:

      Option 1: Disable Hub Error (Recommended for certain PMS integrations)

      Use this option if you have:

      • NextGen
      • DOX
      • ORA
      • Neem
      • Novadontics
      • The Dental App
      • Aspro
      • Denticon
      • Oryx
      • Curve
      • Dentrix
      • Carestack
      • Open Dental (version installed locally in the office)

      Steps to disable the error:

      1. In SOTA Cloud, click the User Name in the upper-right-hand corner
      2. Go to Settings
      3. Click the Hub tab
      4. turn off the Show Hub error setting

        Important Warning: Disabling this error could cause confusion for staff who share user accounts with those who capture images. The error won't appear on capture PCs either, so staff may not realize when SOTA Hub needs to be restarted
        1. If the office has only one login and you have disabled the SOTA Hub error, the user should check the Acquire Image dropdown menu. If no options appear after disabling the error, restart SOTA Hub or the PC to refresh the available options.

      Option 2: Ensure Hub is Running (Required for certain PMS integrations)

      Use this option if you have:

      • Eaglesoft
      • Practiceworks
      • Softdent
      • Easy Dental
      • Open Dental (accessed through a remote server)

      Steps to restart Hub:

      1. Launch Hub from desktop shortcut
        • Double-click the SOTA Hub shortcut on your desktop
      2. If no shortcut is available:
        • Restart the PC, OR
        • Search for "SOTA Hub" in the Windows search bar and launch it

      Additional Notes

      • The SOTA Hub application should appear as an icon in your system tray (bottom-right corner of your screen) when running properly
      • If you continue to experience issues after following these steps, contact support for further assistance