TPP Gateway Issues: what to check first (SystmOne)

If you're seeing an unexpected error, a good starting point is checking for one of the following common causes.

1. Check SystmOne is running

   • Confirm SystmOne is open on the Gateway PC. Also check this is the same instance of SystmOne that the pipeline was originally set up on - running a different instance can also trigger this error.
     

   • Confirm the Abtrace tool is running on the same Gateway PC.

2. Check the correct organisation/site is selected

   • Confirm the same organisation is selected in both SystmOne and Abtrace. A mismatch here can cause unexpected errors.

3. Ensure the correct Proactive Monitoring Tool is installed for your EHR (EMIS or SystmOne)

   • Go to the User Management Portal and log in with your credentials.
   • Find the Downloads section on the right-hand side of the screen. You'll see two installers, choose the one that matches your clinical system: EMIS or SystmOne.
     
     
   • Need more help? Watch a quick video walkthrough to follow the steps.

ℹ️ Still seeing an error after these checks?

It may already be covered in one of our other SystmOne articles:

• Data Status Warning (SystmOne)
• Automated Recall Failures (SystmOne)
• Data transfers are not consistent / are being blocked (SystmOne)
  
• Encryption keys (SystmOne)

You can also browse all articles in our Troubleshooting section for other common issues.

📌 Still stuck? If none of the above resolves the issue, or you're seeing a specific error message not covered here, please contact us via our Web Portal and select Support Ticket, or email us directly at support@abtrace.co.