Common errors (SystmOne)

A quick reference for the messages you might see when using Abtrace with SystmOne. Find your message below to see what it means and how to fix it.

If you're not sure where to start, see SystmOne connection checklist before working through individual errors.

On this page, you can skip to:

Status notices

Connection & access errors

Data & sync errors

Status notices

These are informational and don't usually need action.

"Checking for updates" The tool is checking whether a newer version is available.

"No updates found" You have the latest version of the Proactive Monitoring Tool downloaded.

"Patient task saved successfully" Confirms the task was recorded correctly.

"Patient has no clinical task" The tool found the patient but has nothing currently due for them.

Connection & access errors

These mean something isn't working as expected. Practices often report issues that turn out to be caused by a missing EHR Remote Interface connection, for example, the gateway computer being switched off, or SystmOne not running on the gateway machine. This usually appears as:

• Recalls failing
• Error saving questionnaires

• Appointments booking links failing

Things to check:

1. Has been refused connection permission by the SystmOne user
   
   SystmOne is blocking the connection. How to fix this - approve  the appropriate connection permissions within SystmOne.

2. Missing SystmOne permissions on Setup PC user

  The user logged into SystmOne on the PC the pipeline was set up on doesn't have the            permissions the tool needs.

• • Log in to SystmOne on the pipeline setup PC.

  • Go to Amend Staff Details > Local Access Rights.

  • Confirm the user has both of the following ticked:

    • Retrieves Patients
    • Saves Records 

Data & sync errors

"Data Status Warning" / "Data transfers are not consistent" Gateway Status showing amber or red? Last update over 48 hours ago? See the full article for what each Gateway Status means, how to fix and common causes for pipeline issues.

"Automated Recall Failures" Usually means the Proactive Monitoring Tool couldn't connect on the gateway machine when the automation ran. How to fix this 

"Encryption keys" / "Patient not found" Find out more about encryption keys, where to find them and how to fix "Patient not found" error. Find out more