Troubleshooting Common Issues With Athena
This article covers common Athena integration messages and the steps to resolve them.
Successful send, but the content is not visible in Athena
Refresh or reopen the note inside Athena before resending.
Athena may continue displaying the version that was already loaded before Attend completed the writeback. Check the mapped sections after refreshing:
History of Present Illness
Review of Systems
Physical Exam
Assessment and Plan
If the content is present, do not resend. Resending appends the mapped content again and may create duplicates.
Athena Setup Required
What it means
The note template does not have a complete, valid Athena mapping.
How to fix it
Open the template editor if you have permission.
Assign every section an Athena destination or Do not send to Athena.
Confirm that at least one section is sent to Athena.
Save the template and return to the encounter.
If you cannot edit the template, contact your workspace administrator.
This note template needs Athena destinations before it can be sent
What it means
The saved mapping is missing, incomplete, or no longer matches the current template.
Possible causes include:
A section has no destination
Every section is marked Do not send to Athena
A mapping still references a deleted section
A section has more than one mapping
A section points to an unsupported destination
How to fix it
Review and save the template mapping. If the configuration looks correct but the message remains, contact [email protected].
We couldn't find your Athena provider record
What it means
Your Attend account is not assigned to an athenaOne provider, or the assignment is incomplete.
How to fix it
Ask a workspace administrator to verify your Athena provider assignment and department. If the provider is not available for assignment, contact Attend support.
Found an appointment, but the patient hasn't been checked in yet
What it means
Attend found the Athena appointment, but Athena has not exposed an encounter that can receive documentation.
How to fix it
Check the patient in within Athena.
Refresh the schedule in Attend.
Select the patient and appointment again.
Retry the send.
No appointment found today
What it means
Attend could not find an appropriate Athena appointment for the selected patient and provider.
How to fix it
Confirm the patient has an appointment in Athena.
Confirm the appointment is assigned to the correct provider.
Confirm the appointment is not cancelled.
Check the patient in.
Refresh the Attend schedule and select the appointment again.
The selected Athena encounter could not be validated
What it means
The selected appointment or encounter could not be confirmed as belonging to the selected patient and assigned provider.
How to fix it
Confirm the patient, provider, appointment, and department in Athena.
Refresh the schedule in Attend.
Select the patient and appointment again.
Cannot write to the selected chart
What it means
The Attend encounter is already associated with a different patient.
How to fix it
Return to the correct Attend encounter. Do not work around the message by selecting another chart.
Note content is empty. Nothing to send
What it means
The note does not contain any completed content that can be sent.
How to fix it
Generate or enter the note content, confirm that the mapped sections are not empty, and try again.
Note partially written to Athena Health
What it means
At least one mapped section succeeded and at least one section failed.
How to fix it
Refresh or reopen the note in Athena.
Identify which sections were updated.
Do not immediately click Resend to EHR. A resend submits every mapped section again and can duplicate the sections that already succeeded.
Complete the missing content directly in Athena or contact support for guidance.
Failed to write note to Athena Health
What it means
Athena did not accept the writeback, or communication between Attend and Athena failed.
How to fix it
Refresh Athena and confirm that no content arrived.
Verify the patient, appointment, check-in status, and template mapping.
Wait a few minutes and try again if Athena is temporarily unavailable.
If the issue continues, contact support.
What to include when contacting support
Email [email protected] with:
Your organization name
Your Attend account email
The Attend encounter ID
The approximate date and time of the attempt, including time zone
The exact error message
A screenshot with protected health information removed or obscured
Do not include patient names, dates of birth, clinical content, or other protected health information in ordinary support email.