Copyright © 2013 Patterson Dental Supply, Inc.

N E W S L E T T E RT E C H N I C A L S E R V I C E

N E W S L E T T E R

Phil Estelle Jr. is a Patterson Dental service technician with 16 years of experience in the field. Phil provides certified technical service for the Central California area from the Valencia Branch and resides in Bakersfield, Calif. He is a second generation technician.

When asked what service he provides that he is most proud of, Phil says: “I provide detailed preventive maintenance classes, specific for each office and their equipment, with printed handouts and copies of manufacturer specs, maintenance and guidelines in

a lunch-and-learn setting. I give the office all the information they desire to keep their equipment in good working order and answer any questions the doctor or staff may have. It feels great providing knowledge and showing the office how to reduce emergency service repairs and help keep maintenance costs down while building relationships along the way.”

Phil was recently challenged to come up with an under-table mount for a new NSK Electric Handpiece System being

April 2013

installed on an existing cart for Dr. Sterling Bryan in Taft, Calif. The manufacturer and representative had no access to prior bracket stock and asked if Phil could create something on the spot.

He was able to fabricate a mounting bracket that looked good enough to garner some attention. He used two off-the-shelf L-brackets and modified them by making bends using vise grips and channel locks. He drilled holes in the brackets to match up with the handpiece control enclosure and replaced the

Going Above and Beyond

Technical Service NewsletterApril 2013

2

• Earlier generation doors all have hinge screws and may or may not have a metal hinge tube.

2. For early MC XL units below S/N 106150, check to see that a door gasket bumper has been previously installed. Missing bumpers can lead to premature door failures. Order Bumper P/N 6227727 if found missing.

3. If the defective door is the new design, contact Sirona CAD/CAM Support at 800.659.5977, option 3, then option 2, to file a report. Sirona will issue a log number to have the door sent to the Sirona facility in Charlotte, N.C., for analysis. The replacement of any newly designed door that has failed will be covered under goodwill as long as Sirona CAD/CAM support is notified and the door is sent to Sirona in Charlotte, N.C.

hardware with longer threaded stock and nuts. The entire project took approximately 2.5 hours and provides secure mounting and easy access to the touch pad. NSK is now using this as a prototype for their design.

Online Sirona Product SupportFor online support on all of Sirona’s products, visit sironasupport.com. Here you can learn about registering CEREC PMs online, installing CEREC Omnicam, calibrating 3D X-rays and so much more.

Protocol for Defective CEREC MC XL DoorsIn an effort to identify and analyze potential quality issues with the newly designed CEREC MC XL doors that were released the summer of 2012, the following protocol should be used when replacing a defective door:

1. Inspect the defective door to determine which model it is.

• A door with the new design has a metal hinge tube and no screw at the left and right hinge as pictured below.

SciCan G4 Technical Information SiteTo take full advantage of the SciCanG4 technology, technicians should register at updates.scican.com. Registration will provide you with access to valuable information such as user interface simulators, learning videos, user interface software update files and, most importantly, the remote access site that allows you to connect to your customer’s G4 device from wherever you are. After the release of software revision R009, automatic user interface software updates will be available if the G4 device is properly connected to the office network and Internet. For units not running software R009 or above, or for units not connected to the Internet, user interface software updates can be performed manually via a USB drive.

Save Money on Van MaintenanceIf your service van is out of warranty, you can save time and money by taking your van to a national chain for your annual maintenance. If you need assistance finding one in your area, just contact ARI. Another

updates.scican.com

Door gasket bumper must be installed on MC XL units < S/N 106150

Old design has screws at hinge, new design has metal hinge tube and no hinge screws

Technical Service NewsletterApril 2013

3

Do not display last user name (see photo). On the Patterson computers, this is disabled, which means the user name will not show on the login screen.

• To enable, double-click Interactive logon: Do not display last user name. A window will pop up; click the radio button next to Enable. Close the group policy editor window and log off the current user to check that this function has been enabled.

• If successful, the usernames Admin and Administrator should now be displayed on the login screen.

Quick Tip from A-decDid you know?

The newer A-dec 500 deluxe touchpads have the Help Messages feature. A list of available Help Messages can be found in the A-dec 300 or A-dec 500 service guides within the troubleshooting section.

Effective September 2010, software was upgraded on the 300 and 500 deluxe touchpad and chair circuit boards to better support the Help Messages feature. Because there were no physical changes to the board, the revision letter did not change. The changes include:

• Added Help Messages feature to the 500 Deluxe Touchpad

• Enhanced the Factory Default Help Message to say RUNNING, PASSED, or FAILED (both 300 and 500 Deluxe Touchpads)

and password, locking them out of the computer.

Fortunately, there is a fix in the security section of the Windows Group Policy editor. Just follow these steps:

• Click the Start button in the lower left hand corner of the screen.

• Click the Run icon if available, and type gpedit.msc into the text box (see photo).

• The Group Policy editor window will come up with a navigation window on the left side; in that window, under Computer Configuration, navigate to Windows Settings --> Security Settings --> Local Policies --> Security Options.

• In the large window on the right, scroll down to Interactive logon:

place you can save your branch money is by never using your Patterson purchase cards for tires or on any maintenance item for your service van. Please use the provided ARI coupons for the best discounts.

Bright IdeasTips and TricksDarin Warden, a certified technology specialist in the Los Angeles Branch, shared a helpful tip for techs installing new Patterson computers. He has noticed that prior to the Generation 8 series, the computers always retained the username Admin on the login screen, enabling the office staff to click on it and start working. With the Generation 8 series, the screen comes up default with no username. If left like this, the staff may get confused and think the tech who installed the computer(s) assigned a username

Do not display last user name

Search for “gpedit.msc”

Technical Service NewsletterApril 2013

4

• Support EB-79, EB-77, EB-75 attachments and a new generic 16:1

• Refined setup menus

• Added Drive Air Pressure readout to A-dec 500 Deluxe Touchpad

Creating a WOW Experience in AlbanyGregg A. Sagor, DDS, of Delmar, N.Y., recently shared several great experiences he had with his team in the Albany Branch and the Patterson Technology Center (PTC).

When Sagor experienced some issues completing an anterior crown on his CEREC, he contacted his CEREC Specialist Phil Shrom, who immediately made an appointment with the doctor to help him resolve the issue. While meeting with Shrom, the doctor explained another issue with height of fissure. Shrom jumped into action right away to help the doctor: “He sent me an email that night (yes, a Friday night) with the connection to CEREC doctors and all the answers I needed. Wow!” said Sagor.

During an Eaglesoft upgrade in Sagor’s office, a glitch was discovered. Sagor’s Technology Service Technician Buck Maille quickly resolved it. “Not to worry, he is on it and sends out the data to get the corrupt data removed. He immediately set up an appointment to return at our convenience to do the install. Wow!” said Sagor.

When Sagor expressed to his Territory Representative Mark Bonavita some concerns he had about getting new Schick 33 sensors and software without any training, he was overwhelmed by the response. “I have learned so many times that [Bonavita] is all over it,” said Sagor. “I got a call from Greg Coffee, the regional Schick rep, who came in to see us and to make sure we were comfortable. He showed us everything so clearly (just like the images you get with the new sensors) and then followed up as promised with the settings we will need. What a great branch we have in Albany.”

Then, when Sagor’s office manager left unexpectedly and he needed help with Eaglesoft, he was more than pleased with the help he received from Scott Kastl and Denise Snell of the PTC. “We called the service center and got amazing support from both Scott and Denise,” said Sagor. “Denise took over our computer and helped us to correct several errors. The best part was her kindness, understanding and patience. It was the end of a very long and harrowing day – the first without our office manager (we have nobody else at the front desk) and we were all wiped out. She managed to bring our spirits back up with her ‘we can do it’ attitude.”

A short time later, Sagor was in for a surprise from Kastl. “We got a call from Scott and he said he has arranged to get us four hours of free Eaglesoft training. A day later,

we get a call from Valorie Long from the PTC, and she is ready to help us decide what we need in the way of training and how to best get our new receptionist up to speed,” said Sagor.

Sagor was truly impressed by his experience with Patterson. “Wow and then wow again,” said Sagor. “The local guys are great – I can’t thank them enough! And the Patterson Technology Center – they rock! I am so glad I have chosen Patterson to be my dental partner. You are, in every way.”

EMAILtechnewsletter@pattersondental.com

DO YOU HAVE ASTORY IDEA

FOR AN UPCOMING ISSUE?