Common Issues
“Cloud Connect credentials are not working.”
“Cloud Connect is not syncing.”
“Appointments are not syncing.”
“Cloud Connect has been deauthorized.”
“Specific provider’s appointments are not syncing."
Diagnosis Questions
| Is it your first time setting up Cloud Connect? |
Refer to Setting Up Ocean Cloud Connect. |
| Are credentials producing an error? |
Verify that credentials are entered correctly. If your credentials are provided by an EMR vendor, contact your EMR representative to resend credentials. |
| Was Cloud Connect deauthorized? |
Refer to Re-Authenticating Ocean Cloud Connect. |
| Is there a green or blue sync progress indication banner under the Sync Status window? |
A green sync bar indicates a successful configuration. A blue bar listing the last scheduled sync also indicates success. If neither are visible, reconfigure Cloud Connect. |
| If a specific provider is not syncing, did you check the provider’s list to see if the provider is selected? |
Have client sign into Cloud Connect > Sync Status > Edit Settings. The first dropdown menu, Sync Appointments For Provider(s), is the full providers' list for the instance. |
| Is the site still using OceanConnect? |
Refer to Troubleshooting: OceanConnect (Legacy). |