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Could Not Load SSL Library

Installing/repairing the Visual C++ 2013 Redistributable to resolve the "Could Not Load SSL Library" error

Author: Cooper Small 

Applies To Severity Est. Time Audience
DentiMax PM / Patient Messenger Medium 5 minutes All

Overview

When certain areas of DentiMax — such as claims, texting, or eligibility — are used, the software requires that Microsoft Visual C++ 2013 Redistributable (x86) be installed on the machine. If it is not installed, or if the existing installation has become corrupted, the following error will appear:

Could not load SSL library

There are two scenarios that cause this error. The first is a fresh install — the redistributable is not present on the machine at all. The second is a corrupted installation — the redistributable is present but needs to be repaired. Both are resolved using the same installer (vcredist_x86.exe), just with different options selected.

For more information, we've compiled a detailed runbook for this topic in the Procedure section below. 

Before You Begin

This section should contain a list of:

  1. Establish an RDP connection (via Splashtop or AnyDesk) with admin access to each machine encountering the error.
  2. Download vcredist_x86.exe from the Knowledge Base (if it's still hosted there), or directly from Microsoft at: https://www.microsoft.com/en-us/download/details.aspx?id=40784
  3. Ensure DentiMax is closed on all affected machines before proceeding.

💡TIP

If you are unsure which scenario applies, start with Step 1 — Fresh Install. If the installer shows a Repair option, the redistributable is already present — switch to Step 2 instead. 

Procedure

📄Could Not Load SSL Library 

Additional Troubleshooting

This section is to provide a table of additional troubleshooting steps the reader can take to resolve the issue of the article, or any other common issues that may arise while working through the Procedure steps. You can include a brief paragraph at the beginning of this section (in the space of this paragraph) discussing any nuances, limitations, or reasoning for additional troubleshooting. This paragraph can be omitted, but if included, should then be followed by a table:

Symptom Resolution
Error persists after a fresh install The existing installation may be corrupted even if it appeared absent. Run vcredist_x86.exe again — if a Repair option is now shown, follow Step 2 to repair the installation. 
Error persists after repair  Uninstall the Visual C++ 2013 Redistributable (x86) entry from Add or Remove Programs, then re-run vcredist_x86.exe to perform a fresh install. 
UAC prompt requests a password that staff cannot provide  Contact the office IT administrator or escalate internally to obtain administrator credentials before proceeding. Do not continue the installation without admin access. 
Multiple machines are affected  This procedure must be completed on each affected machine individually. There is no mass-deployment option for this fix. 
Error only appears for certain users on the same machine  The redistributable is a per-machine installation. If it is installed, it applies to all users. The issue may instead be a permissions problem — ensure the affected user has sufficient rights to run DentiMax. 

For topics or guides not covered by this article, contact your Team Lead or Support Manager to have the article update as soon as possible.