Troubleshooting when patients aren't uploading or notes aren't downloading

Problem 1: Notes are not downloading to the patient chart in the EMR

If your EMR is PS Suite and the issue involves an individual patient, please see the Troubleshooting section in this article for individual note download problems.

If the notes are failing to download in general, proceed to the OceanConnect Troubleshooting section below.

Problem 2: Patients are Missing from the Patients Tab / Daysheet / Kiosk Check-In List:

Open the "Patients" tab within the Ocean portal. If patients are missing from today's schedule, try manually syncing by selecting "Synchronize Appointments" from the action menu at the bottom left, in the Patients tab in the Ocean portal. (OceanConnect will poll the EMR every hour, so it might have not updated yet.) If Synchronizing Appointments fails to upload the patient, proceed to the OceanConnect Troubleshooting section below.



OceanConnect Troubleshooting: 

Start by checking on your main OceanConnect tablet:

  1. Ensure that your main OceanConnect tablet is on, charged, and connected to WiFi. 
  2. Log in to the Ocean portal.
  3. Navigate to the "Tablets" tab and click on the tablet that is "Connect Mode Enabled".
  4. Check the date and time at which the tablet was "Last Seen". If the tablet was last seen more than 10 minutes ago, this may be why you your patients are not syncing with Ocean.
    • If the Last Seen time is more than 10 minutes ago:
      • Confirm again that the OceanConnect tablet can connect to the Internet: load a public webpage in the tablet's browser.
      • Check the Ocean tablet app (not the OceanConnect app) for the 'gear' icon. It should display a green checkmark if connected successfully.
      • Upgrade your OceanConnect tablet by clicking the "Upgrade OceanConnect" button in the portal (shown in the screenshot). Try again after the upgrade.
      • If the issue remains, choose View Log on the OceanConnect tablet's main screen. If you feel comfortable reading the (verbose) log format, see whether there has been any recent activity. Choose Send to CognisantMD to send s the logs.
  5. If the issue remains unclear, email us for further support at
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