Troubleshooting

The most common Connect messages and what to do.

Applies to: Browser, Windows
Included in: Professional, Dedicated
Version: MediSync Connect 0.1.4

Find the message you see below. In the messages, three dots (…) stand for a name, number or time, for example the name of your PVS. Messages that only one PVS shows are listed under Messages for each PVS.

What you see	What you do
Connect says that your PVS does not answer.	Start the PVS. More
A tick is missing in the setup.	Do the step in the PVS. More
Connect cannot reach a folder.	Create the folder, grant write access. More
The Dashboard says Connect is offline.	Switch on the practice PC. More
Connect says No connection to MediSync.	Check the internet. More
Connect cannot find the patient in the PVS.	Add the patient, send again. More
Connect does not answer on this computer.	Restart the computer. More

The PVS does not answer

Message on screen

… does not answer

Message on screen

Since …. Connect keeps trying.

Message on screen

… does not answer. Is … running?

Small Connect window of Praxis Dr. Keller with the message DURIA does not answer, Since 10:31. Connect keeps trying. Below it 2 entries wait, 1 of them yours, the questions Is DURIA running? and Is the computer that runs DURIA switched on and in the network? and the link Open the help centre. — Start the PVS. Connect then sends automatically. This is the DURIA example.

Start your PVS or the computer it runs on. Connect then sends the waiting entries automatically. If the PVS runs on a server, check the server name in Connect under Systems. If your PVS exchanges files with Connect through folders, a folder is usually missing. See Folder not reachable. If the problem lasts more than an hour, contact your PVS support first, then MediSync support.

A preparation step is missing

You do some setup steps in the PVS itself. Connect checks what it can. Under What Connect checked, it shows what is still missing. Do the step in the PVS, then click Check. The article for your PVS lists its steps. For messages that only one PVS shows, see Messages for each PVS.

Connect window Preparation in T2med with two steps that the practice does in T2med: switch on access for MediSync and add the Drittanbieter-Programme (DP) button to the function bar. Each step says Done by your practice and has a box This is done. — Each step says who does it. This is the T2med example.

Message on screen

Connect may not write in the ….

Your IT gives Connect write access to the folder. See Folder not reachable.

Folder not reachable

Some PVS exchange files with Connect through folders. If Connect cannot reach a folder, you see one of these messages.

Message on screen

Connect cannot reach the … exchange folder. Does the folder exist, and may Connect write there?

Message on screen

Connect cannot reach this folder. Does it exist, and may Connect write there?

Window Connect to Quincy with the message in red Connect cannot reach the Quincy exchange folder. Does the folder exist, and may Connect write there? — Create the folder and ask IT for write access. This is the Quincy example.

Create the folder. It must be the same folder that the PVS uses.
Use a folder on this computer, for example C:\GDT\Medisync\In, or a network path such as \\server\GDT. Do not use a mapped drive letter such as Z:.
Your IT gives the service account NT SERVICE\MediSyncConnectHub write access to the folder. Then click Try again.

Connect is offline

Message on screen

Connect is offline

Message on screen

The practice PC is off or offline. Your note stays saved here.

Switch on the practice PC that runs Connect and check its internet connection. The note then goes into the PVS automatically. It waits up to 24 hours, then expires.

No connection to MediSync

Message on screen

No connection to MediSync

Message on screen

Your internet or MediSync is not reachable now. … works.

Small Connect window of Praxis Dr. Keller with the message No connection to MediSync. Your internet or MediSync is not reachable now. DURIA works. Entries that already arrived still go to DURIA. — Check the internet. Connect then reconnects automatically. This is the DURIA example.

Open a web page on this computer. If that fails, the internet is down. If the web page opens, ask your IT to check the firewall and proxy. Connect for IT lists the addresses Connect needs.

Message on screen

Please sign in

Click Sign in.

Patient not found

Message on screen

Patient not found in …

Add the patient in the PVS or correct the name. Then click Send again. If you already entered the note by hand, click I entered it.

Code is wrong

This message can appear when you set up Connect with a code from MediSync support.

Message on screen

This code is wrong or no longer valid. Ask MediSync support for a new code.

Window Connect with a code: eight boxes with the code K7QX-M2P4, below them in red This code is wrong or no longer valid. Ask MediSync support for a new code. — Get a new code and use it within 10 minutes.

A code is valid for 10 minutes. After 5 wrong tries, it is no longer valid. Paste the code with Ctrl+V, without spaces. If the code is no longer valid, ask MediSync support for a new one.

Already sent

Message on screen

Already sent

Message on screen

Sent to … on … at ….

Dialog MediSync Connect with a green tick: Already sent. Sent to T2med on 10/11/2026 at 10:52. Buttons Send again and Close. — Send again only if you need to. This is the T2med example.

The note is already in the PVS. To send it a second time, click Send again. The PVS then has the note twice.

Connect does not answer on this computer

Message on screen

Connect does not answer on this computer

Restart the computer. If that does not help, ask your IT to check in Windows Services that the MediSyncConnectHub service is running.

Messages for each PVS

Each of these messages appears with one PVS only. The article for that PVS explains the steps.

T2med

Message	What to do
No click on DP seen yet. Open a patient in T2med and click DP.	Switch on access and add the DP button. See Connect to T2med. Then click Check.
A note waits for …	Open the patient in T2med and click DP, then MediSync. Do this within 24 hours. More

DURIA

Message	What to do
No text group for diagnoses is open to MediSync. Notes arrive, diagnoses do not.	Ask DURIA support to give MediSync access to the text group. See Preparation in DURIA. Then click Check.

Medical Office

Message	What to do
No file from … in the export folder yet. Start MediSync once for a patient in ….	Check the Auftrag (order). See Create the Auftrag MSYN01. Then click Check.

Quincy

Message	What to do
No file from … in the export folder yet. Start MediSync once for a patient in ….	Check the GDT link and the MediSync button. See Set up Quincy. Then click Check.

Contact support

Send MediSync support the message, the time of the entry and the name of your PVS. Do not include patient names. Your IT can also copy technical diagnostics. In Connect, switch on Settings›Advanced view for IT, then click Advanced›Copy diagnostics. The diagnostics contain no patient data. To reach support, see Contact support.

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