Troubleshooting: Rectangle Health Windows Agent Not Installed or Running (Gray Dot)

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If the Terminal connector indicator dot in the upper right corner is gray, then there are two potential causes:

  • If you are using Edge or Chrome as your web browser, Edge or Chrome may be blocking the connection between the Rectangle Health Windows Agent (the software that connects to a card reader) and card reader.
  • The Rectangle Health Windows Agent is either not running or not installed.

To resolve this, follow the instructions below.

Edge Instructions

  1. Access Practice Management Bridge in an Edge browser window on your computer.
  2. Click the lock icon to the left of the website URL.
    The website URL for Practice Management Bridge. A box surrounds the lock icon to the left of the URL.
  3. Click Permissions for this site in the drop-down window that opens.
    A new tab will open and take you to Edge's permission settings for pmb.rectanglehealth.com.
  4. Scroll down the list of permissions to Apps on device and check what the permission status is set to.
    If the permission is set to Block: Click the permission setting and change it to Allow.
    If the permission is not set to Block: Chrome is not blocking the connection. Proceed to the Rectangle Health Windows Agent instructions.

Chrome Instructions

If you are not using Chrome as your web browser, you can skip to the Rectangle Health Windows Agent instructions.

  1. Access Practice Management Bridge in a Chrome browser window on your computer.
  2. Click the tune icon (or lock icon) to the left of the website URL.
    The tune icon to the left of a website’s URL in a Chrome web browser. A box surrounds it.
  3. Select the Site settings option in the pmb.rectanglehealth.com pop-up.
    A new tab will open and take you to Chrome's permission settings for pmb.rectanglehealth.com.
  4. Scroll down the list of permissions to Apps on device and check what the permission is set to.
    If the permission is set to Block: Click the permission setting and change it to Allow.
    If the permission is not set to Block: Chrome is not blocking the connection. Proceed to the Rectangle Health Windows Agent instructions.

Rectangle Health Windows Agent Instructions

  1. Right-click on Start (the icon with four blue squares on your Windows computer's taskbar) > select Task Manager from the list that appears > open the Services tab (puzzle piece icon).
  2. Navigate to the Windows service agent RHWindowsAgent in the list > right-click on RHWindowsAgent > select Start.

If you could not find RHWindowsAgent in the Services tab list, use our Help Center's Chat with us button or chat icon, or call our Technical Support team at 800-337-3630 (option 4).

Helpful?