Interface Troubleshooting

Interface Troubleshooting

The following steps help you to investigate an Interface issue.

Appointments are Not Updating on the Clinical Side

  1. Get a patient example.
  2. Go to Interface, and then go to Outgoing Messages.
  3. Select an Interface from the dropdown list.
  4. Select SIU from the Type dropdown list.
  5. Enter a Patient ID in the Patient field.
  6. Select Search.
  • Messages should have a Sent status. If they do not, open a ticket with Support.
  1. Review the results.
  • If you are unable to resolve the issue based on the status, create a ticket for Support.
  • Error -- Hover over the error for more information. This should give you an idea what the error is. Provide this information in your Support ticket.

Patient Demographics are Not Updating on the EMR/EHR Side or Vice Versa

  1. Get a patient example.
  2. Go to Interface, and then go to Outgoing Messages.
  3. Select an Interface from the dropdown list.
  4. Select ADT (Demographics) from the Type dropdown list.
  5. Enter a Patient ID in the Patient field.
  6. Select Search.
  • Messages should have a Sent status. If it does not, open a ticket with Support.
  1. Review the results.
  • Error -- Hover over the error for more information. This should give you an idea what the error is. Provide this information in your Support ticket.
  • The ADT Message is there but it is Unmapped.
  • Incoming Messages
  • Click on the item link that needs to be mapped.
  • Map the item.

Charges are Not Being Created from the Clinical Documentation

  1. Check for Unresolved Mappings.
  • In Incoming Mappings, select links in the Filter Criteria panel.
  • Resolve the Incoming Mappings.

  1. If the issue is still not fixed, get an example of a charge that did not import.
  • Go to Incoming Messages.
  • Search for a Patient Name.
  • If there is no DFT (Charge) for the DOS, open a ticket with Support.
  • Error -- Read the error message to see if you can identify the issue. For instance, sometimes a field can contain too many characters. If you cannot identify the cause, open a ticket with Support.


The Wrong Provider or Facility is being created from the Clinical Documentation

  1. Most of the time, this is because the Provider has been incorrectly mapped.
  2. Go to Interface and Incoming Messages.
  3. Select Interface and select Field.
  4. Deselect Unresolved Only.
  5. Search for the Provider/Facility and check the mapping.


The Insurance is not Transferring to the EHR

  • The Insurance Profile will only be sent with the Demographic Message if it is the Default Profile.


An Encounter is attached to a Blank Patient

  • Most of the time, this is because the PM has received a DFT (Charge) Message that does not contain a Patient ID that exists in the System and a blank Patient is generated.
  • The System will automatically create a blank Patient.
    • The Encounter attaches to this blank Patient.
  • This may happen when Patient records were merged into one System (PM/EMR) but not done in the other System (the PID in the HL7 message and the Patient ID in the PM should match).
  • Solution:
    • Correct the Patient ID and re-send the Charge to the PM.
      • If this still does not work, manually enter the Charge on the correct Patient record in the PM.
      • Delete the Incomplete Charge from the PM.
      • Delete the blank Patient from the PM.

Learn More




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