While the Elation integration is designed to work seamlessly, you may occasionally encounter issues. This article covers common problems, error messages, and solutions to help you resolve them quickly.
If you can't resolve an issue using this guide, contact [email protected] for assistance.
Profile Not Linked Error
Error Message
"Your profile needs to be linked to your EHR physician record. Please contact support to help set up this connection"
What This Means
Your Attend account is not properly mapped to your Elation physician account. This prevents the integration from functioning.
Why This Happens
This error occurs when:
Your first name, last name, or email in Attend doesn't exactly match what's in Elation
You recently changed your name or email in one system but not the other
Your account mapping wasn't completed during initial setup
You don't have a clinician role in Elation
How to Fix It
Step 1: Verify Your Information
Check your name and email in Attend
Log into Elation and check your user profile
Compare the information for exact matches (including spaces, capitalization, punctuation)
Common mismatches:
"Bob" vs "Robert"
Extra spaces in names
Different email addresses
Middle initials present in one system but not the other
Step 2: Contact Support
If your information doesn't match, or if you're unsure why you're seeing this error:
Email: [email protected]
Include in your message:
Your name as it appears in Attend
Your email address in Attend
Your name and email as they appear in Elation
Your organization name
Screenshot of the error message (optional but helpful)
Step 3: Wait for Profile Update
The support team will update your account mapping and confirm when it's complete. This typically takes one business day.
💡 Tip: After your profile is updated, try accessing the patient selection window again to verify the connection is working.
Elation API Unavailable
Error Message
"The Elation API is currently unavailable. Please try again later." (or similar message indicating connectivity issues)
What This Means
Attend is unable to communicate with Elation's systems at this moment.
Why This Happens
This is a rare issue that occurs when:
Elation's API services are experiencing temporary downtime
There's a network connectivity issue between the systems
Elation is performing scheduled maintenance
How to Fix It
Step 1: Wait and Retry
Wait 2-3 minutes
Try your action again (sending a note or accessing patient information)
If it works, you're all set
Step 2: Check Elation Status
Try logging into Elation directly
If Elation itself is slow or unavailable, the issue is on Elation's side
Wait for Elation services to be restored
Step 3: Try Again Later
If the error persists:
Wait 15-30 minutes and try again
You can continue generating notes in Attend
Send notes to Elation once connectivity is restored
Step 4: Contact Support if Persistent
If the error continues for more than an hour or happens frequently:
Email: [email protected]
Include:
When you first encountered the error
Whether you can access Elation directly
How many times you've tried
Screenshot of the error message
💡 Tip: Continue working in Attend during API issues. You can copy notes manually to Elation or send them through the integration once connectivity is restored.
Patient Not Found
Issue
You can't find a patient when searching or they're not on your schedule.
Solutions
For detailed troubleshooting, see the article "Finding and Selecting Patients."
Quick fixes:
Check your spelling (most common issue)
Try searching by date of birth
Click the circular arrow button in the top right to refresh your schedule
Verify the patient exists in Elation
Try alternate spellings or the patient's legal name vs nickname
If patient is truly not in system:
Add the patient to Elation first
Wait a few minutes for sync
Search again in Attend
Note Didn't Appear in Elation
Issue
You sent a note to Elation but don't see it in the patient's chart.
Step-by-Step Troubleshooting
Step 1: Refresh the Page
Navigate to the patient's chart in Elation
Refresh your browser (F5 or Ctrl+R on Windows, Cmd+R on Mac)
Look for the draft note again
Browsers cache content, and refreshing ensures you see the latest data.
Step 2: Check for Success Message
Think back to when you sent the note:
Did you see a success confirmation message in Attend?
If yes, the note was sent and should appear after refreshing
If no, the send may not have completed
Step 3: Verify Patient Selection
Did you select the correct patient?
Check a different patient's chart if you think you may have selected the wrong one
The note will be in whichever patient's chart you selected
Step 4: Check Draft Notes Section
In Elation:
Go to the patient's chart
Look specifically in the section where draft/unsigned notes appear
The note will be in draft status, not signed
Step 5: Wait a Moment
In rare cases, there may be a slight delay:
Wait 1-2 minutes
Refresh the page again
Check for the note
Step 6: Check Send History in Attend
Go back to the encounter in Attend
Hover over the "Send to EHR" button
Check if it shows a timestamp of when the note was last sent
If no timestamp appears, the note may not have been sent successfully
Step 7: Try Resending
If you still don't see the note:
Click "Send to EHR" again in Attend
Select the patient
Look for the success message
Refresh Elation and check again
Send Button Grayed Out or Not Available
Issue
The "Send to EHR" button is grayed out, disabled, or not visible.
Possible Causes and Solutions
Cause 1: Account Not Linked
Your profile may not be mapped to Elation
See the "Profile Not Linked Error" section above
Cause 2: Integration Not Enabled
Your workspace may not have the Elation integration enabled
Contact your administrator or [email protected] to inquire about enabling it
Cause 3: No Note Generated
You must have a completed note before you can send it
Complete your encounter and generate the note first
Schedule Not Showing Appointments
Issue
Your schedule appears empty when you know you have appointments today.
Solutions
Step 1: Refresh Your Schedule
Click the circular arrow button in the top right of the schedule screen
Wait for the schedule to reload
Your appointments should appear
Step 2: Check Elation Directly
Log into Elation
View your schedule for today
Verify appointments are actually scheduled
Ensure appointments are assigned to you specifically (not another provider)
Step 3: Use Search Instead
If the schedule isn't loading, use the search function
Search for your patients by name
You can still select patients and continue your workflow
Multiple Draft Notes in Elation
Issue
You see multiple draft notes for the same patient on the same day.
Why This Happens
This is expected behavior when:
You sent a note, made edits in Attend, and resent it
You sent separate notes for different encounters with the same patient
Remember: Resending from Attend creates a new draft note; it doesn't update existing notes.
How to Handle It
Step 1: Review Each Note
Open each draft and review the content to determine which version you want to keep.
Step 2: Delete Unwanted Drafts
In Elation:
Open the draft note you don't want
Delete it using Elation's note deletion feature
Keep only the final version you want to sign
Step 3: Sign the Final Note
Sign the note you want to keep as the official documentation.
💡 Tip: To avoid multiple drafts, finalize your note in Attend before sending. Make edits in Attend rather than sending, editing, and resending multiple times.
Context Not Loading from Elation
Issue
When trying to add context from Elation, you can't see notes, reports, or health profile information.
Solutions
Step 1: Verify Patient Selection
Make sure you've successfully selected a patient
The context screen should show after selecting a patient
Step 2: Check if Patient Has Content
The patient may not have any recent notes or reports in Elation
Check the patient's chart in Elation to verify content exists
If the patient is new, there may not be any history to pull
Step 3: Refresh and Try Again
Cancel out of the context selection
Start a new encounter
Try adding context again
Step 4: Check API Connectivity
If you see connectivity errors, see the "Elation API Unavailable" section above
Try again in a few minutes
If context consistently fails to load, contact [email protected].
General Troubleshooting Steps
When you encounter any issue not covered above, try these general steps:
1. Refresh Your Browser
Many issues resolve with a simple browser refresh:
Windows/Linux: F5 or Ctrl+R
Mac: Cmd+R
2. Clear Cache and Cookies
Browser cache can sometimes cause issues:
Clear your browser's cache and cookies for Attend
Log out and log back in
Try your action again
3. Log Out and Log Back In
Sometimes simply logging out of Attend and logging back in resolves connectivity issues.
4. Check Elation Directly
If integration features aren't working:
Log into Elation separately
Verify Elation is functioning normally
Check if you can access patient charts