Troubleshooting EHR Connection Issues

Solving Integration Problems

Having issues with your EHR integration? Here are common problems and solutions.

Common Problems and Solutions

Issue: Connection Failed

If you can't connect to your EHR:

• Verify API credentials are correct
• Check that your EHR service is running
• Ensure firewall isn't blocking the connection
• Confirm API access is enabled in your EHR

Issue: Sync Delays

If data isn't syncing immediately:

• Most syncs occur within 5 minutes
• Check your sync frequency settings
• Manually trigger a sync from the dashboard
• Verify both systems are online

Issue: Missing Appointments

If appointments aren't appearing:

• Check appointment type mapping
• Verify the provider is linked correctly
• Ensure the location is mapped
• Check date range filters in both systems

Issue: Duplicate Appointments

If you're seeing duplicates:

• Check for overlapping booking sources
• Verify sync direction settings
• Look for manual entries alongside synced ones

Issue: Wrong Availability Showing

If your calendar seems incorrect:

• Check time zone settings in both systems
• Verify schedule templates are synced
• Look for conflicting blocks or holds
• Confirm office hours are set correctly

Checking Connection Status

To view your integration status:

1. Go to Settings > Integrations
2. View the status indicator (green = connected, red = error)
3. Check last sync time
4. View error logs if available

Resetting the Connection

If issues persist, try resetting:

1. Disconnect the integration
2. Wait a few minutes
3. Reconnect with fresh credentials
4. Test the connection

Contact Support

Still having issues? Our integration team can help:

• Email: integrations@medximity.com
• Include your practice name and EHR system
• Describe the issue and any error messages
• We typically respond within 1 business day