Interpreting Sync Status

The last reads and writes timestamp can be used to indicate how fresh the data in our database is. If you see a small amount of time, this indicates that you're interacting with very fresh data and is an accurate representation of the schedule in the target database. The last reads and writes timestamps will continuously be refreshed and it is normal behavior to see these numbers fluctuate between 0-20 minutes throughout the day.

Downtime

In the case of server-based integrations (where the office manages the hardware where the database is installed and running from), the sync will only be running if the server is powered on. Therefore, depending on the office's server power strategy, downtime is expected when the office is closed which may be as frequently as every night or every weekend. For example, if the office powers off their server on Friday evenings and you check the sync on a Sunday night, the sync will say the last reads was 48 hours ago. Similarly, if the office has gone on vacation, downtime may be a week.

In the case of cloud based integrations (where the office logins into their EHR from a web browser), our integration is powered by user activity in the Chrome extension. In this case, the last reads and writes will only update if office staff are logged into both the Chrome extension and their EHR and are clicking around on the schedule. This means we could see downtime during lunch in addition to overnight, weekends, holidays and vacations. For best service, we recommend installing the Chrome extension on as many workstations as possible.

Monitoring

As for monitoring sync status, we have an endpoint which your team could poll for realtime updates. https://docs.nexhealth.com/reference/sync-status As shown in the screenshot below, you can also see last reads and writes timestamps in our Portal. Soon, we will be displaying the last reads and writes for all accounts in one place on the Institutions tab.

The most common cause of unexpected downtime depends on the integration.

• If it's a server based integration, it's most likely that our services have been removed from the server where they were originally installed. This is often because an antivirus software has quarantined/removed our files. In some cases, the office may have replaced their physical server. In both cases, we'll need to reinstall our services on the server. Whitelisting with antivirus and firewalls before installation is always highly encouraged.
• If it's a cloud based integration, the office likely does not have enough Chrome extension coverage. As a reminder, the Chrome extension should be installed on every workstation where staff members make changes to the schedule. For example, creating new patients/appointments or editing existing patients/appts (rescheduling, canceling). The links for our Chrome extension versions as well as instructions can be found here: https://docs.nexhealth.com/docs/nexhealth-synchronizer-installation-guide#chrome-extension-installation Tokens are unique for each sync and are available via the Portal.

How to resolve a down sync

If you encounter an on-prem sync that has been down for some time and you would like to reinstall our services, you may do so with the self installer found on our webpage: https://nexhealth.com/download When doing so, you'll need a new product key. At this time, new product keys can only be generated internally by NexHealth so please reach out to [email protected] with the name of the institution that needs to be reinstalled. It is important that the correct product key is used with the correct institution so please create a new email thread for each product key needed and execute them with care.

If you encounter a cloud based sync that has been down for some time, the office likely does not have enough Chrome extension coverage. Please direct the office to install and authenticate our Chrome extension.