Troubleshooting EMR Connection Issues

Having trouble with your EMR integration? Here are solutions to common issues.

ModMed Issues

“Connection Failed” or “Invalid Credentials”

  • Double-check your Firm URL Prefix, Username, Password, and API Key
  • Ensure there are no extra spaces before or after credentials
  • Confirm your API access is still active with ModMed

“Patient Not Found”

  • Try searching with fewer characters (e.g., last name only)
  • Verify the patient exists in ModMed
  • Check that the patient name spelling matches exactly

“Failed to Send Quote”

  • Ensure you selected a patient before sending
  • Check your internet connection
  • Try disconnecting and reconnecting

DrChrono Issues

“Authorization Failed”

  • Verify your Client ID and Client Secret are correct
  • Make sure the Redirect URI in DrChrono matches exactly
  • Try creating a new API application in DrChrono

“Connection Expired”

  • DrChrono tokens expire periodically
  • Click Disconnect then Connect to DrChrono to reauthorize

“Patient Not Found”

  • Search using the patient’s name as it appears in DrChrono
  • Try searching by last name only
  • Verify the patient exists in your DrChrono account

“Failed to Upload Document”

  • Ensure your DrChrono account has document storage enabled
  • Check that you have permission to add patient documents
  • Try disconnecting and reconnecting the integration

Nextech Issues

“Connection Failed” or “Not Authorized”

  • Confirm Nextech has registered the public key from your JWK Set URL
  • Verify the Key ID you gave Nextech matches the one shown on the EMR Integration page
  • Double-check the System Client ID you entered (no extra spaces before or after)
  • Confirm Nextech granted the system scopes for your app

“Patient Not Found”

  • Search using the patient’s name as it appears in Nextech
  • Try searching by last name only
  • Verify the patient exists in your Nextech account

“Failed to Send Quote”

  • The note category value must match a note category configured in your practice’s Nextech instance. If a send fails, confirm the category with your practice’s Nextech admin.
  • Ensure you selected a patient before sending
  • Try disconnecting and reconnecting the integration

Still Need Help?

Contact us with:

  • Your practice name
  • Which EMR you’re using
  • A description of the issue
  • Any error messages you see
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