This error means that Joy cannot connect to the Joy applet which has been installed on the computer at the GP practice.
📌 Note: Please wait 48 hours. If more than 48 hours have passed since you first tried to send the note, please tell Joy Customer Support that you have a Timeout error lasting more than 48 hours.
We will investigate this note to see if there are any underlying issues.
Usually, with Time Out errors we will ask your IT team to install more Joy connections for you.
It has multiple causes:
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 (shown below) and opening up the file and checking that it matches the Device ID code stored in Joy on the Clinical Systems “Active Integrations” page.
Please note the Device ID is going to be on the computer in the practice that Joy is installed on in the practice and not just on individual laptops.