Support

Help with ClinicalFrame

Email [email protected]. Include the iPad model, what you were doing, and what the app said on screen; a screenshot helps. Replies come from the practice that builds the app, usually within one business day.

Requirements

• iPad running iPadOS 17 or later.
• A Google account for Drive uploads (a Google Workspace account with the HIPAA Business Associate Amendment accepted, for practices in the US).
• For schedule, chart filing and visit notes: an Open Dental practice with API access — either the Open Dental Cloud API or the API Service on the office server.
• Optional: a Canon EOS camera over a data-capable USB-C cable (in testing).

Common questions

Photos aren't showing up in Google Drive

Check that the iPad is on Wi-Fi and that Settings → Google Drive shows "Signed in". The cloud icon with a number on the capture screen counts photos still uploading; it retries on its own. Originals are always kept on the iPad in Files › ClinicalFrame › Captures until you delete them.

The Open Dental schedule doesn't appear

Settings → Open Dental must be on with both API keys entered. Use "Test connection": it tells you whether the keys were rejected, the office server couldn't be reached, or the API isn't enabled for the office. If the connection is set to "Office server", the iPad needs to be on the office network or VPN.

A photo didn't file to the patient's chart

Chart filing needs "File photos & visit note to patient chart" switched on, and the patient must have been picked from the schedule rather than typed. Editing the name by hand after picking deliberately unlinks the chart so nothing files to the wrong record. Videos go to Drive only.

Where are my API keys stored?

In the iPad's Keychain, encrypted, accessible only to ClinicalFrame while the device is unlocked, and excluded from backups. Clearing them in Settings or deleting the app removes them. Details in the privacy policy.

Lost or stolen iPad

Erase it remotely with Find My, then rotate the Open Dental customer key (Open Dental → Setup → Advanced Setup → API) and sign the device out of Google. Follow your practice's HIPAA incident procedure.

Requesting a BAA

ClinicalFrame's developer never receives patient data, so a Business Associate Agreement is normally not required (see HIPAA in the privacy policy). Practices whose compliance officer requires one anyway can request it at the address above.