Dental Software and Imaging Support in Honolulu: Who Fixes What When the Vendor Is on Mainland Time
It is 2:45 p.m. on a Tuesday in an ʻAiea operatory. The patient is reclined, the intraoral sensor's light is on, and the hygienist presses capture. Nothing arrives on screen. Windows installed an update overnight. The front desk calls the imaging company and hears that the line has closed for the day. Back east it is evening.
This guide is for an owner or office manager in Kakaʻako, Kaimukī, Kapolei or Hilo who wants the next failure fixed sooner. Read it alongside dental IT support in Honolulu, Legend Networking's Hawaii page, and the broader Honolulu and Hawaii dental IT guide. The national page on dental software and imaging support covers each platform. This one does a narrower job: it converts your vendors' hours into Hawaii time, helps you work out which layer broke, and sets up the spare parts a neighbor-island office needs before something fails.
In this guide
- Who fixes dental software and imaging problems for a Honolulu practice, the vendor or the IT provider?
- When is your software vendor's support open in Hawaii time?
- How do you tell which layer failed?
- Why do X-ray sensors stop capturing after Windows updates, and how do you prevent it?
- Can Honolulu and neighbor-island practices rely on cloud practice software?
- How should imaging files move between a general practice and a Honolulu specialist?
- What should a neighbor-island office keep on hand when parts ship from Honolulu or the mainland?
- What should the front desk gather before phoning anyone about a software or imaging fault?
- What can Legend Networking do for a Hawaii practice's software and imaging?
- What to ask your IT provider about software and imaging
- Key takeaways
- Sources
- Frequently asked questions
- The bottom line
Who fixes dental software and imaging problems for a Honolulu practice, the vendor or the IT provider?
The vendor fixes problems that start inside its program: licences, features, version upgrades, database errors it names, and bugs. The IT provider fixes everything the program runs on. That means the Windows workstation, the sensor driver and imaging bridge, the server, the switches and Wi-Fi, the internet link and the backups. Agree in advance which company opens the ticket.
Picture the stack in a Honolulu office from the bottom up. When something stops working, the fault is in one of these seven layers:
- Internet link: the line from Hawaiian Telcom, Spectrum or another carrier, plus the router. Cloud software and remote support both depend on it.
- Office network: switches, cabling, Wi-Fi and the firewall. The panoramic unit, the CBCT and the server talk across it.
- Server: the computer that holds the practice database and the image store, if you run one in the office.
- Workstation: the PC in the operatory or at the front desk, with its disk, memory and USB ports.
- Windows: the operating system, its updates, and its power and USB settings.
- Driver and bridge: the sensor driver, the TWAIN source and the bridge that links the imaging program to the practice management system.
- Application: Dentrix, Eaglesoft, Open Dental, Archy, or the imaging program.
The vendor owns layer 7 and, for its own hardware, part of layer 6. Your IT provider owns layers 1 to 5 and the parts of layer 6 that come from Windows or from how the PC is set up. Most failures that staff report as "the software" turn out to be in layers 2, 4, 5 or 6.
Legend Networking supports the IT environment beneath dental software and imaging. The practice management platforms on its list are Dentrix, Eaglesoft, Open Dental, Archy. On the imaging side the list reads DEXIS, Vatech, Carestream, Planmeca/Romexis, Dolphin Imaging. Supporting the environment does not make an IT company the vendor. Licence keys, bugs and how-do-I questions still belong to the software's maker. So ask your IT provider one direct question: when a fault might be in the program, who opens the vendor ticket and who stays on the call?
Platform detail is on the Dentrix IT support, Eaglesoft IT support and Open Dental IT support pages. If you searched for Dentrix support in Hawaii, the first useful step is the same for every product: find out which layer is involved before you join a queue.
When is your software vendor's support open in Hawaii time?
Hawaii stays on Hawaii-Aleutian Standard Time (HST, UTC−10) all year and does not use daylight saving. Mainland time zones move twice a year, so a vendor's "8 to 6" lands at different Hawaii times in summer and winter. On the published hours below, most weekday vendor phone lines close between noon and 4 p.m. HST.
The arithmetic works like this. From the second Sunday in March to the first Sunday in November, the mainland is on daylight time. During that period Hawaii is 3 hours behind Pacific Time, 4 behind Mountain, 5 behind Central (Dallas) and 6 behind Eastern. For the rest of the year each gap is one hour smaller: 2, 3, 4 and 5 hours. In 2026 the mainland leaves daylight time on Sunday, November 1. From that day Dallas is 4 hours ahead of Honolulu instead of 5.
Every row below comes from the vendor's own support page, opened on 26 October 2026. Vendors change their hours, so check the page before you rely on a row. Rows show only what the page states. Where a page does not list the days, the table says so.
| Vendor (line) | Hours as published (vendor's time zone) | In Hawaii time, mid-March to early November | In Hawaii time, early November to mid-March | What a Hawaii office should do outside these hours |
|---|---|---|---|---|
| Dentrix (chat and phone) | Mon–Thu 6am–6pm MST; Fri 6am–5pm MST | Mon–Thu 2:00 a.m.–2:00 p.m.; Fri 2:00 a.m.–1:00 p.m. (if the hours follow Mountain clock time; if MST applies all year, add one hour) | Mon–Thu 3:00 a.m.–3:00 p.m.; Fri 3:00 a.m.–2:00 p.m. | Call before lunch HST. After that, rule out layers 1–6 with your IT provider and queue the vendor question for the next morning |
| Open Dental (phone) | Mon–Thu 5:00 AM–5:25 PM; Fri 5:00 AM–5:00 PM; Sat 7:00 AM–3:00 PM; Sun 7:00 AM–11:00 AM, Pacific Time. An after-hours emergency option is on the regular number | Mon–Thu 2:00 a.m.–2:25 p.m.; Fri 2:00 a.m.–2:00 p.m.; Sat 4:00 a.m.–noon; Sun 4:00–8:00 a.m. | Mon–Thu 3:00 a.m.–3:25 p.m.; Fri 3:00 a.m.–3:00 p.m.; Sat 5:00 a.m.–1:00 p.m.; Sun 5:00–9:00 a.m. | For a true emergency, use the after-hours option on the main line. Send anything else to voicemail or email for the morning |
| DEXIS (Technical Support) | Mon–Fri 9:00am–6:00pm ET | Mon–Fri 3:00 a.m.–noon | Mon–Fri 4:00 a.m.–1:00 p.m. | Call before 11 a.m. HST in summer. For afternoon failures, check the driver, USB port and Windows layers first |
| Vatech America (technical support) | Mon–Fri 8:00AM–8:00PM Eastern Time | Mon–Fri 2:00 a.m.–2:00 p.m. | Mon–Fri 3:00 a.m.–3:00 p.m. | Gather the evidence card (below) before calling so a midday call is your only call |
| Carestream Dental (extraoral and intraoral imaging systems) | 8:00 am–7:00 pm (Eastern); days not stated on the page | 2:00 a.m.–1:00 p.m. | 3:00 a.m.–2:00 p.m. | Confirm the days with Carestream. Plan imaging-system calls for the morning HST |
| Dolphin Imaging (phone) | 5:00 a.m.–6:00 p.m. Pacific Time; days not stated for phone. Live chat Mon–Fri 5:00 a.m.–4:00 p.m. PT, closed Sat–Sun | Phone 2:00 a.m.–3:00 p.m.; chat Mon–Fri 2:00 a.m.–1:00 p.m. | Phone 3:00 a.m.–4:00 p.m.; chat Mon–Fri 3:00 a.m.–2:00 p.m. | Orthodontic offices running Dolphin get the longest afternoon window of the lines here. Still, confirm phone days with Dolphin |
| Archy | Not published on the vendor's page. The contact page sends customers to the Help Center inside the Archy app | — | — | Find the in-app Help Center before you need it. Check the internet and browser layers first, because they are yours |
Not in the table: Eaglesoft (Patterson) and Planmeca/Romexis. Their support pages could not be opened on 26 October 2026, so no hours are shown. Ask each vendor for its published support hours and time zone, and add a row to your own copy.
What the table means for a Hawaii clinic day
Read across the rows and a pattern appears. Mainland support opens in the middle of the Hawaii night and closes in the early afternoon. An Oʻahu practice that opens at 7:30 a.m. gets a few hours of overlap with most vendors. The last hours of its clinical day have none. That changes how you plan:
- Put vendor-dependent work in the morning. Version upgrades, conversions, licence moves and new-sensor setups all go before 10 a.m. HST.
- Report a program problem the moment it appears, even if the patient is still in the chair. A ticket opened at 11 a.m. can be worked today. A ticket opened at 2:30 p.m. may wait until tomorrow.
- Afternoon failures go to your IT provider first. Most of them are in layers 1–6 anyway. The helpdesk at Legend Networking is staffed 24/7 at 1-800-794-1588, so a 3:30 p.m. HST call still reaches the helpdesk after the mainland business day has ended.
- Write the hours of every vendor you use on the card at the front desk, in HST, for both halves of the year. Update it in March and November.
How do you tell which layer failed?
Ask one splitting question before anyone calls a vendor. Is the failure on one computer or every computer? In one program or all of them? Since a change, or out of nowhere? Those answers point to a layer, and the layer tells you who owns the fix. The table pairs common symptoms with the question that splits them.
Brand names appear only because island offices use these products; nothing here rates a vendor. "Usually" means "start here", not "always".
| What staff see | Ask this first | Layer that usually failed | Who usually owns it | Send this before you call |
|---|---|---|---|---|
| Sensor light on, no image, in one ʻAiea operatory only | Does the same sensor work in the next room? | If yes: that workstation's USB port, power setting or driver (4–6). If no: the sensor or its cable | IT provider first; equipment vendor if the sensor fails on two PCs | Workstation name, sensor model, whether Windows updated, the result in the next room |
| Sensors fail in every operatory on the same morning | Did a Windows or imaging update run last night? | Windows update or an imaging-program update (5–7) | IT provider to roll back or hold the update; vendor if its own update caused it | Update names and times from Windows Update history; the imaging program's version number |
| Dentrix or Eaglesoft slow at the Kapolei front desk only, mid-afternoon | Is the doctor's computer fast at the same moment? | That workstation: disk, memory, a stuck update or a failing network cable (2–5) | IT provider | Exact time in HST, how long a chart takes to open, whether a restart helps |
| Every computer freezes for a minute, then recovers | Did all rooms freeze at the same second? | Server disk, a server service, or the switch (2–3) | IT provider; vendor if an error names its service | Times of each freeze, any error text, whether the imaging program froze too |
| X-rays open in the operatory but not at the front desk | Can the front-desk PC open the shared image folder at all? | Folder permission or network path (2, 4) | IT provider | Which PC, plus the error wording or a phone snapshot of it |
| Cloud practice software times out, but email and other websites work | Does it fail on a phone using cellular data? | If cellular works: the office network, DNS or firewall (1–2). If cellular fails too: the vendor service | IT provider first; vendor if it fails from outside the office | Time in HST, the error text, and the cellular test result |
| A CBCT volume will not open on a second workstation in Hilo | Does it open on the acquisition PC? | Viewer version, graphics driver or a network share on the second PC (4–6) | IT provider; imaging vendor for viewer licensing | Both workstation names, viewer version, file size and path |
| CBCT export to a specialist fails or stalls | Does a small file send by the same method? | Upload size or internet path (1), or the export settings (7) | IT provider for the link; vendor for export options | File size, method used, error text, upload speed test result |
| "Licence expired" or "your version is not supported" | Has anything been renewed or upgraded lately? | Application licensing (7) | Software vendor | Customer number, version, screenshot of the message |
| Panoramic unit not found by the imaging PC | Did anyone move a cable, a switch or the PC? | Network or the PC's network settings (2, 4) | IT provider; equipment vendor if the unit shows a hardware fault | Unit model, what moved, whether the unit's own screen shows an error |
Two quick routing rules a Mililani or Kāneʻohe front desk can use. A message that names a licence, a version or the program's own error code goes to the vendor first. A message that says the program "cannot connect", "cannot find" or "is not responding" goes to the IT provider first.
Why do X-ray sensors stop capturing after Windows updates, and how do you prevent it?
A Windows update can replace a USB driver, reset power-saving settings that put a port to sleep, or change a security setting the imaging bridge depends on. Any of these stops capture without an error. You prevent it by testing updates on one workstation first and holding back what breaks imaging. Updates should install after hours, Hawaii time.
The common causes, in the order an engineer usually checks them:
- USB power management. Windows can turn off a USB port to save power. The sensor shows a light but the PC stops listening. An update can quietly switch this setting back on.
- A replaced or updated driver. Windows Update sometimes installs a generic driver over the one the imaging vendor supplied.
- Bridge and version mismatch. The practice management system upgrades, but the imaging bridge on one PC stays at the old version, or the other way round.
- A pending restart. The update installed, but the PC has not restarted. The driver is half-loaded until it does.
- Security software. A new rule blocks the imaging program from reaching the sensor or the image folder.
According to Microsoft, Windows holds its automatic post-update restart until outside a PC's "active hours", which are set by default to 8 AM–5 PM. That default fits many offices on paper. It doesn't fit an operatory PC left on overnight in a building where the cleaning crew, a late hygiene column or a Saturday schedule changes the pattern. Ask your IT provider to set those hours, and the install window, to your clinic's real HST schedule rather than its own clock.
A patch-night sequence for an HST practice
- Pick one test workstation that has a sensor, ideally the least-used operatory.
- Update it first, at least one clinic day before the rest.
- Next morning, before the first patient, capture a test image on that PC, open an older image, and open the patient chart from the practice management system.
- Release the update to the other workstations only after the test passes. Hold it if it fails, and log which update was held.
- Schedule the rest for after the last patient HST. Don't schedule them by the IT provider's local clock. A 7 p.m. Central install is 2 p.m. in Honolulu in summer.
- Keep the known-good driver installer for every sensor model on the server, named with its version. Then a rollback doesn't depend on a download.
- Record the versions of the imaging program, bridge and sensor driver on each PC. The vendor will ask for them.
Patch policy is part of how a managed plan is run. The managed IT for Honolulu dental practices guide covers what to put in that agreement for an HST office.
Can Honolulu and neighbor-island practices rely on cloud practice software?
Yes, if the internet path is planned as carefully as a server would be. Cloud practice software moves the database to the vendor, so the server layer leaves your office. The internet link becomes the layer everything depends on. On an island that link has failed before, so plan a second path and a clear routine for working offline.
Two dated events show why. In July 2010, an undersea cable severed about 30 miles off Kīhei disrupted internet and TV service for Oceanic Time Warner Cable customers across the islands. Oʻahu and Kauaʻi were restored by morning, while Maui and Hawaiʻi Island waited until afternoon. In July 2022, construction near Waikoloa Village cut a Hawaiian Telcom fiber line and disrupted internet and voice across Hawaiʻi Island and in Hāna. Neither event is current. Both show that one cut can take a carrier's service down across an entire island, whatever the office's own equipment, and in 2010 the paper reported that Hawaiian Telcom's services were not affected.
Archy, which is on Legend Networking's platform list, calls itself cloud-based dental practice management software. Other platforms on the list can run on an office server, in a hosted setup, or in a mix. Whichever you run, the questions for a Hawaii office are the same:
| Question | Why it matters on an island | Who answers it |
|---|---|---|
| Does the office have a second internet connection from a different provider or technology? | A single cut can take one carrier down while another stays up | IT provider and carriers |
| Does the firewall switch to the backup link without anyone touching it? | At 7:30 a.m. HST no vendor is awake to walk you through it | IT provider |
| Where do X-rays and CBCT volumes live? | Large imaging files are often stored and opened locally even when charts are in the cloud. Ask your vendor how your setup works | Imaging vendor and IT provider |
| What can the front desk do if the cloud system is unreachable for a morning? | Schedules, phone numbers and the day's patient list need to be somewhere | Office manager, with the IT provider |
| Who checks that the cloud vendor's export or backup of your data is usable? | A backup no one has opened is a hope, not a backup | IT provider and vendor |
Imaging deserves its own line in that plan. If a hygienist in Kailua captures a full set while the internet is down, where does it go, and how does it reach the chart later? Ask your imaging vendor and your IT provider to show you, not tell you. Power and internet failures across the islands are covered in more depth in the Hawaii dental office hurricane and outage plan.
How should imaging files move between a general practice and a Honolulu specialist?
Use a secure, agreed method that both offices have tested. That means an encrypted portal or the imaging program's own export and sharing feature. It does not mean a personal email attachment or a USB stick in an envelope. Agree the file format and viewer in advance, and confirm the specialist can open the file before the patient's appointment.
A general practice in Hilo, Kahului or Līhuʻe often refers implant, surgical, orthodontic or endodontic cases to a specialist on Oʻahu. The patient may fly in for the visit. Then the images have to arrive before the patient does, and they have to open. Common problems:
- Format. Two-dimensional X-rays usually travel as image files or exports. CBCT volumes are usually exported in DICOM, the medical imaging standard, often with a viewer bundled in. Some specialists ask for a particular export option. Ask which.
- Size. A CBCT volume is much larger than a bitewing. An upload that takes seconds for a bitewing can stall on a slow or shared connection.
- Viewer. The specialist's software may not open a file produced by a different system without a viewer or a conversion step.
- Identity. A file named "scan1" is how mix-ups start. Use the patient's identifiers as your process requires, and check the receiving office has matched it to the right chart.
Referral imaging packet: a checklist for the sending office
- [ ] Specialist's preferred method and format confirmed (portal, export type, viewer)
- [ ] Images exported from the imaging program, not screenshotted
- [ ] CBCT exported with the settings the specialist asked for
- [ ] File sent by the agreed secure method only
- [ ] Receiving office confirmed it opened the file and matched it to the patient
- [ ] Date, method and recipient noted in the chart
- [ ] The test of a large file done once, on a quiet afternoon, before the first real referral
Privacy rules apply to every one of these transfers. For how HIPAA and Hawaii's own rules apply to your sharing method, talk to your compliance advisor. Your IT provider's job is the safeguards: encrypted transfer, access controls and a record of what was sent.
What should a neighbor-island office keep on hand when parts ship from Honolulu or the mainland?
Keep what lets you recover without waiting for a box. That means a ready image of an operatory workstation, a known-good driver package for each sensor model, spare cables, and a written loaner path with your equipment vendor. Inter-island and mainland freight take longer than a next-day courier, so plan around that.
A failed PC in Wailuku, Kona or Kapaʻa is a different problem from the same failure in downtown Honolulu. Inter-island cargo moves by barge (Young Brothers serves the islands from ports including Honolulu, Hilo and Kahului) or by air. Mainland orders arrive by ocean freight or parcel carriers. Transit times vary by carrier, service and season, so confirm them with the carrier when you order. Don't plan on overnight delivery.
| Keep on hand | Why it matters on a neighbor island | Where it lives | Check it |
|---|---|---|---|
| A spare workstation built to your operatory standard (or a current image that can be applied to a new PC) | A failed operatory PC can be swapped in minutes instead of waiting for shipping | A locked cupboard; the image on the server or in backup | Every quarter: boot it, update it, test a capture |
| Known-good driver and bridge installers for each sensor and imaging device, with version numbers | Reinstall without depending on a download or the vendor being open | The server, plus a copy in your IT provider's documentation | After every imaging update |
| Spare USB cable or extension of the type each sensor uses, if the vendor allows it | Cables fail more often than sensors and are slow to replace | Labelled box per sensor model | Twice a year |
| A spare small network switch and patch cables | One failed switch can take several operatories offline | Comms closet | Twice a year |
| Written loaner and repair terms from each imaging equipment vendor | You need to know, before a failure, whether a loaner sensor exists and how it reaches the island | Front-desk binder and IT provider notes | Each contract renewal |
| Warranty and serial numbers for every workstation, server and imaging device | Vendors ask for them before they ship anything | IT provider asset list | When equipment changes |
How support reaches the island matters too. Legend Networking works remote-first nationwide, with onsite dispatch by appointment across served dental markets. With the helpdesk staffed 24/7, much of the recovery is remote: reapplying a workstation image, reinstalling a driver, re-pointing a PC at the image share. That makes an onsite spare more useful still. A team member can plug it in while an engineer does the rest remotely. For IT support for dental offices across the islands, confirm with any provider exactly how hardware swaps are handled on your island.
If you are opening or buying an office, build this kit into the hardware order from the start. The dental startup IT in Hawaii guide covers ordering around island lead times. Workstation and server standards are on the workstations and servers page.
What should the front desk gather before phoning anyone about a software or imaging fault?
Send the workstation name, the time it happened in HST, the exact error text or a photo of the screen, and what changed since it last worked. Say whether it fails on one computer or all of them. Those five facts let whoever picks up start work at once, instead of opening with a long round of questions.
Mainland support teams may not think in Hawaii time, so state it. "It started at 1:10 p.m. HST" lets the person working the ticket match your report to update logs and monitoring alerts without converting time zones in their head.
The evidence card (keep a copy at the front desk)
| Field | Example of a good answer |
|---|---|
| Office and room | Kapolei, Operatory 3 |
| Workstation name | Usually on a label or in the system tray |
| Product and version | DEXIS sensor, imaging program version from Help → About |
| When it started (HST) | Today, 1:10 p.m. HST; last worked at 11:45 a.m. |
| What changed | Windows restarted for updates this morning; new chair moved in yesterday |
| One computer or all? | Only Operatory 3; Operatory 2 captures with the same sensor |
| Exact message | Photo of the screen, or the text copied word for word |
| Patient impact | Patient in chair now / next patient at 2:30 p.m. |
| Already tried | Restarted once; unplugged and replugged the sensor |
Send the card by whatever channel your IT provider uses. Then decide whether the vendor needs it too. Legend Networking's helpdesk page explains how its helpdesk works. For deeper troubleshooting between imaging and practice software, see the guide to dental imaging integration troubleshooting.
What can Legend Networking do for a Hawaii practice's software and imaging?
The short version: Legend Networking is headquartered in Dallas. It has 22+ years in dental IT (since 2004) and has served over 3,500 practices since 2004. It works remote-first nationwide with in-house engineers and no outsourced first-level triage. The helpdesk is staffed 24/7 at 1-800-794-1588, and systems get 24/7 monitoring.
What that means for a Hawaii office, in plain terms:
- Platforms: the IT environment beneath Dentrix, Eaglesoft, Open Dental and Archy, and beneath DEXIS, Vatech, Carestream, Planmeca/Romexis and Dolphin Imaging, from the network up to the drivers.
- Afternoon calls reach the helpdesk. Because the helpdesk is staffed 24/7, a 3 p.m. HST failure, after most mainland vendor lines have closed, can still be reported for the layers the IT provider owns.
- Onsite work is by appointment. Legend Networking offers onsite dispatch by appointment across served dental markets. Ask how that applies to your island.
- Reviews: 4.8 rating · 173 Google reviews.
Platform-specific pages: DEXIS IT support and Vatech IT support. Anyone searching for dental imaging support on Oʻahu or Open Dental support in Honolulu can use those pages and the national software page to see how each platform is handled.
What to ask your IT provider about software and imaging
- When a fault might be in Dentrix, Eaglesoft, Open Dental or Archy, who opens the vendor ticket, and who stays on the call?
- Do you know each of our vendors' support hours in HST, for both halves of the year?
- When do Windows and imaging updates install on our workstations, in Hawaii time?
- Which workstation do you test updates on first, and how do we hear if one is held?
- Where are the known-good installers for each sensor and imaging device kept?
- If an operatory PC fails on a neighbor island, what is the plan before a replacement arrives?
- How would our office keep working if the internet link to our cloud software were cut for a morning?
- How do imaging files reach the specialists we refer to, and has the method been tested with a large CBCT file?
Key takeaways
- The software or imaging vendor fixes its program. Your IT provider fixes the workstation, Windows, drivers, server, network and internet underneath it.
- On the published hours, most mainland vendor phone lines close between noon and 4 p.m. HST on weekdays. Put vendor-dependent work in the morning.
- Hawaii does not change its clocks. The gap to the mainland grows by one hour from mid-March to early November, so keep two sets of vendor hours.
- Test Windows and imaging updates on one workstation first, and schedule installs after the last patient in Hawaii time.
- A neighbor-island office should keep a spare workstation image, known-good driver installers and spare cables, because parts arrive by barge, air or ocean freight.
Sources
- Dentrix, "Support" (chat and phone hours, MST): dentrix.com/support, accessed 26 October 2026.
- Open Dental, "Contact" (support hours, Pacific Time, after-hours emergency option): opendental.com/site/contact.html, accessed 26 October 2026.
- DEXIS, "Contact us" (Technical Support, Monday–Friday, ET): dexis.com/en-us/contact-us, accessed 26 October 2026.
- Vatech America, "Supports" (technical support hours, Eastern Time): vatechamerica.com/supports, accessed 26 October 2026.
- Carestream Dental, "Support" (Extraoral and Intraoral Imaging Systems hours, Eastern): carestreamdental.com/en-us/support, accessed 26 October 2026.
- Dolphin Imaging, "Support" (phone and live chat hours, Pacific Time): dolphinimaging.com/Support, accessed 26 October 2026.
- Archy, "Contact" (support through the in-app Help Center): archy.com/resources/contact, accessed 26 October 2026.
- Microsoft Learn, "Manage device restarts after updates" (default active hours for PCs): learn.microsoft.com, accessed 26 October 2026.
- Young Brothers, inter-island shipping (ports including Honolulu, Hilo, Kahului): htbyb.com, accessed 26 October 2026.
- Official U.S. time, NIST and U.S. Naval Observatory (Hawaii on HST, UTC−10, no daylight saving): time.gov, accessed 26 October 2026.
- Honolulu Star-Advertiser, 28 July 2010, "Severed deep-sea cable disrupts service": staradvertiser.com, accessed 26 October 2026.
- Maui Now, 26 July 2022, "Construction work accidentally severs fiber cable impacting Hāna, Maui and Big Island": mauinow.com, accessed 26 October 2026.
Frequently asked questions
Who fixes Dentrix, Eaglesoft or Open Dental problems for a Honolulu office?
Two companies share the job. The software vendor fixes problems inside the program: licences, version errors and defects. Your IT provider fixes the workstation, Windows, drivers, server, network and internet the program runs on. Legend Networking supports that environment for Dentrix, Eaglesoft, Open Dental and Archy. Agree in advance who opens the vendor ticket, because many "software" problems sit in the layers beneath the program.
What time does our software vendor's support close in Hawaii time?
It depends on the vendor and the season, because Hawaii does not use daylight saving. On hours published on vendor pages in October 2026, most weekday phone lines closed between noon and 3 p.m. HST from mid-March to early November, and an hour later in winter. Open Dental also publishes weekend hours and an after-hours emergency option. Check each vendor's page and keep its HST hours at the front desk.
Why won't our X-ray sensor capture after a Windows update?
The update may have replaced the sensor's USB driver, switched USB power saving back on, or left a restart pending, so the driver is half-loaded. The imaging bridge may also no longer match the practice software version. Try the sensor in another operatory to rule out the sensor itself. Then ask your IT provider to check the driver and roll back or hold the update.
Can a Honolulu practice run cloud dental software reliably?
It can, if the internet path is planned like a server. Cloud software moves the database to the vendor, so the office's internet link becomes the part everything depends on. Island cable and fiber cuts have taken a carrier's service down across whole islands before. Plan a second connection from a different provider, automatic failover at the firewall, and a short routine for the front desk if the system is unreachable.
Who supports DEXIS, Vatech or Carestream imaging in Hawaii?
The equipment vendor supports its sensor, unit and imaging program. Your IT provider supports the workstation, driver installation, USB and network settings, and the image storage. DEXIS, Vatech, Carestream, Planmeca/Romexis and Dolphin Imaging are on Legend Networking's imaging list, where it supports the IT environment around each. Ask each equipment vendor about loaner and repair terms for your island before a device fails, because hardware may have to ship.
What should we gather before phoning about a sensor or software fault?
Send the office and room, the workstation name, the product and version, when it started in Hawaii time, and what changed since it last worked. Say whether it fails on one computer or all of them, and include the exact error text or a photo of the screen. With those facts, whoever picks up can start work at once instead of asking questions.
Should a neighbor-island office keep a spare imaging workstation?
For most offices on Maui, Kauaʻi or Hawaiʻi Island, yes, or at least a current workstation image that can go onto a new PC quickly. Replacement hardware travels by barge, air or ocean freight, so it takes longer than a mainland courier. A spare PC, known-good driver installers and spare sensor cables let a team member swap hardware while the rest is done remotely.
How do we share CBCT or imaging files with a Honolulu specialist?
Use the secure method the specialist prefers, such as an encrypted portal or your imaging program's sharing feature. Do not use personal email or mailed USB sticks. Export CBCT volumes in the format the specialist asks for, often DICOM with a viewer. Confirm they opened the file and matched it to the right patient before the visit. Ask your compliance advisor about privacy requirements.
The bottom line
If your sensors, practice software or imaging workstations keep failing in the afternoon, after the vendors have gone home, it helps to know which layer is weak before the next one goes. Legend Networking's Free Dental IT Assessment covers computers, software, network security, backups and performance, and ends with written findings and prioritized recommendations. Request your Free Dental IT Assessment, or call the helpdesk, staffed 24/7, at 1-800-794-1588.