Home > Resources > News

Unhandled Exception when launching Dentrix Chart

We have had several occasions recently whereby a Dentrix user gets a cryptic error message while using Chart. When they try to launch the program, they get an error message that is quite lengthy, but the first line of it refers to something called an UNHANDLED EXCEPTION.

We do not know exactly why this occurs, but it appears to be triggered by the corruption of one or more files located in C:\PROGRAM FILES\DENTRIX\CUST on the affected machine.

We have found that by renaming the CUST folder to CUST-OLD, that the issue gets resolved. The CUST folder gets created automatically if it is missing (or renamed). This new copy of CUST allows Chart to launch problem-free.

We have seen this behavior with Dentrix G4 running on multiple operating systems (XP, Vista, and 7). It does not appear to be related to hardware specs or system setup.

If you are having this problem on any workstation, and are not comfortable implementing the fix yourself, please contact us and our remote support department can do it for you.