--- title: "Troubleshooting" summary: "The most common Connect messages and what to do." url: "https://help.medisynchealth.ai/en/connect/troubleshooting" product: "MediSync Connect" platforms: ["web","windows"] features: ["connect.send_receive"] access: "public" updated: "2026-11-11" version: "MediSync Connect 0.1.4" --- # Troubleshooting The most common Connect messages and what to do. 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](#messages-for-each-pvs). | What you see | What you do | | --- | --- | | Connect says that your PVS does not answer. | Start the PVS. [More](#the-pvs-does-not-answer) | | A tick is missing in the setup. | Do the step in the PVS. [More](#a-preparation-step-is-missing) | | Connect cannot reach a folder. | Create the folder, grant write access. [More](#folder-not-reachable) | | The Dashboard says **Connect is offline**. | Switch on the practice PC. [More](#connect-is-offline) | | Connect says **No connection to MediSync**. | Check the internet. [More](#no-connection-to-medisync) | | Connect cannot find the patient in the PVS. | Add the patient, send again. [More](#patient-not-found) | | Connect does not answer on this computer. | Restart the computer. [More](#connect-does-not-answer-on-this-computer) | ## The PVS does not answer ```text … does not answer ``` ```text Since …. Connect keeps trying. ``` ```text … 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.](https://help.medisynchealth.ai/media/public/connect/trouble-waiting.en.webp) _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](#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](#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.](https://help.medisynchealth.ai/media/public/connect/t2med-prep.en.webp) _Each step says who does it. This is the T2med example._ ```text Connect may not write in the …. ``` Your IT gives Connect write access to the folder. See [Folder not reachable](#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. ```text Connect cannot reach the … exchange folder. Does the folder exist, and may Connect write there? ``` ```text 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?](https://help.medisynchealth.ai/media/public/connect/trouble-folder.en.webp) _Create the folder and ask IT for write access. This is the Quincy example._ 1. Create the folder. It must be the same folder that the PVS uses. 2. 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:`. 3. Your IT gives the service account `NT SERVICE\MediSyncConnectHub` write access to the folder. Then click **Try again**. ## Connect is offline ```text Connect is offline ``` ```text The practice PC is off or offline. Your note stays saved here. ``` ![Dialog MediSync Connect with a red cross: Connect is offline. The practice PC is off or offline. Your note stays saved here. Buttons Check again and Cancel.](https://help.medisynchealth.ai/media/public/connect/dash-send-offline.en.webp) _Turn on the practice PC, check the internet, then click Check again._ 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 ```text No connection to MediSync ``` ```text 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.](https://help.medisynchealth.ai/media/public/connect/trouble-cloud.en.webp) _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](https://help.medisynchealth.ai/en/connect/for-it) lists the addresses Connect needs. ## Please sign in ```text Please sign in ``` ![Small Connect window of Praxis Dr. Keller: Please sign in. Connect shows your entries when you sign in. Button Sign in.](https://help.medisynchealth.ai/media/public/connect/signed-out.en.webp) _This is normal after Windows has been locked._ Click **Sign in**. ## Patient not found ```text Patient not found in … ``` ![Small Connect window with the message Patient not found in DURIA. At the entry Note from 10:43 the hint Add the patient in DURIA or check the name. Then send again. Buttons Send again and I entered it.](https://help.medisynchealth.ai/media/public/connect/trouble-attention.en.webp) _Add the patient in the PVS, then click Send again. This is the DURIA example._ 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. ```text 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.](https://help.medisynchealth.ai/media/public/connect/trouble-code.en.webp) _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 ```text Already sent ``` ```text 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.](https://help.medisynchealth.ai/media/public/connect/dash-send-already.en.webp) _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 ```text Connect does not answer on this computer ``` ![MediSync Connect window with the message Connect does not answer on this computer. The Connect service is not running right now. New releases wait until it runs again. Below it Restart the computer. If that does not help, ask your IT.](https://help.medisynchealth.ai/media/public/connect/trouble-hub.en.webp) _Restart the computer. If that does not help, ask IT._ 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](https://help.medisynchealth.ai/en/connect/t2med#switch-on-access-for-medisync). Then click **Check**. | | `A note waits for …` | Open the patient in T2med and click **DP**, then **MediSync**. Do this within 24 hours. [More](https://help.medisynchealth.ai/en/connect/t2med#note-waits-for-the-patient) | ### 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](https://help.medisynchealth.ai/en/connect/duria#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](https://help.medisynchealth.ai/en/connect/medical-office#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](https://help.medisynchealth.ai/en/connect/gdt-connection#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](https://help.medisynchealth.ai/en/contact/contact-support).