📍 This article includes:
Error message 1 “Device ID has refused connection by the SystmOne user”
Error message 2 “Connection error due to time expiration”
Error message 3: Patient not found / wrong NHS number
Error message 5: “Access denied - user not found or access denied”
❗ Error message 1 “Device ID has refused connection by the SystmOne user”
This means that someone at the GP practice has blocked the integration with SystmOne.
✔️ Solution: Please ask a systems administrator at the GP practice to follow this guide
❗ Error message 2 “Connection error due to time expiration”
This error means that Joy cannot connect to the Joy applet which has been installed on the computer at the GP practice.
It has multiple causes and ✔️ solutions:
The computer which the Joy applet is installed on is not currently logged into SystmOne
✔️ Solution: check that the computer is switched on and actively logged into SystmOne
More than one instance of SystmOne is open
✔️ Solution: close down the SystmOne instance that is not required and try again
The Joy applet has been switched off on the computer (common following a major upgrade)
✔️ Solution: follow this video guide to switch the applet back on
Your internet connection is slow
✔️ Solution: Try again next time you have a better connection
The “Device ID code” is wrong
✔️ Solution: Double-check the “Device ID code” on the computer by going to C > JoyService and opening up the file and checking that it matches the Device ID code stored in Joy on the Clinical Systems “Active Integrations” page
❗ Error message 3: Patient not found / wrong NHS number
This error means that the patient cannot be found inside SystmOne.
It has multiple causes:
The patient NHS number or First Name, Last Name and DOB does not exactly match what is inside SystmOne
✔️ Solution: Double-check the NHS number and try again, if you don’t have the correct NHS number you can remove it and try again - if the First Name, Last Name and DOB is a perfect match it will work.
The wrong clinical integration has been selected e.g. you are trying to use the wrong GP practice
✔️ Solution: Double check you are using the correct integration and try again
❗ Error message 4: The patient record is currently opened by another user
This error only happens when you’re adding to a patient’s medical record.
✔️ Solution: If you have the patient record open, close it down and try again. Otherwise, try it again later.
❗ Error message 5: “Access denied - user not found or access denied”
This means your credentials may not be stored in Joy correctly.
✔️ Solution: Please use Link to guide of adding a S1 connect once it is live and/or the video to set up your connection.
You can also use a video guide here:
Once you’ve completed the guide try again. If you are still getting this error message, there could be a problem with your user profile inside SystmOne.
Please reach out the GP practice and check your permissions within SystmOne. You will need to have the following local permissions within SytmOne to use Joy.