Concurrent users FAQ

Refer to the following questions and answers regarding concurrent users:


What are concurrent users?

  • You can have many named users created in your Dentrix Ascend organization; however, only those who are logged in at the same time are considered concurrent users. Dentrix Ascend counts the number of concurrent users once per minute for your organization.


How can I monitor my concurrent users?


Why did I receive the email titled "Dentrix Ascend subscription"?

  • When you purchased Dentrix Ascend, you designated a number of concurrent users that matched your practice size. Likely, your team has grown, so the number of concurrent users has also grown to exceed the number allowed by your current subscription. On any day that overages occur, email messages are sent to people with user accounts that have been granted the "Create New User" security right.

  • Your overages will be averaged over a 5-week period. In the event your average overage exceeds your user subscription, Dentrix Ascend will automatically true-up your subscription to match your usage. This true-up is an automated process that runs monthly.

  • At the end of each month, if there have been overages, email messages with a summary of the overages are sent to people with user accounts that have been granted the "Create New User" security right.


My concurrent users subscription total looks wrong, what can I do about it?

  • If you purchased more concurrent users than the email or in-app notification reflects, please contact us at subscription@dentrixascend.com or(833) 471-7253 Option 1, then Option 2.


My peak usage is higher than I expected, what can I do about it?

  • Make sure that each employee has his or her own user account.

  • When they are not using Dentrix Ascend, employees should log out, and then close the Dentrix Ascend tab or window in Chrome.

  • Setup the inactivity timeout for each user.

  • Generic user accounts, such as pano room or operatory accounts, are not recommended for security and audit reasons. We recommend that your team members log in with individual user accounts. If you choose to use these generic accounts, they will count as concurrent users when they are logged in.

  • Dentrix Ascend allows a user account to be logged in to only one computer at a time.


I have a question not listed above, who can I contact?