JoyConnect users: Why aren't my notes sending to SystmOne?

You may notice that you have several items in your "Clinical Systems" page of Joy

This guide will explain how to troubleshoot these issues.
​
​

There are 10 possible error messages and this article explains what you need to do for each one:
​

Error 1 - Timeout Errors

The Timeout errors mean that Joy can not establish a connection with the practice's SystmOne devices as these are not switched on or do not have a patient open.

​

Error message 2: SystmOne: file back failed via JoyBroker. No response from SystmOne
​

SystmOne must be launched with a patient open and JoyConnect must also be launched, as this enables the two systems to communicate with one another.

​

How it works:

1. JoyBroker searchers for an online device every 30 seconds

2. An online device requires the following:

3. Logged into SystmOne

4. JoyConnect is running either as the widget or in the toolbar

5. JoyBroker will use the last active shown device to fileback a note

6. If there are no active devices then the note will come back to CMS as failed

7. Retries occurs every two hours

​

The system identifies the practices by their ODS code. You can check if there are any live devices for the ODS code under the Active integrations tab and selecting the Live Devices option:
​

When you see that there are no live devices, please reach out to the practice and ask them to ensure the below:

​

Once the practice makes sure that there is at least one live device, then you can try re-sending the files.

Error 2 - ​Incorrect NHS number or incorrect Clinical record

This means that the client's profile in the Joy Case Management System has incorrect key details such as the NHS number or the Clinical Record on their profile.
​
In order to solve this, you will need to go in the Client's profile and click on the Account icon:
​
​

You'll see that the NHS number is incorrect. If it's correct, then the problem is that the Clinical record where the notes should file back is actually incorrect. Therefore, click on View all Details at the top of the pop-up window:
​
​

Click on the relevant Edit button to amend any errors found and then click Save:
​

You can then try resending the records and they will fileback accordingly into the correct Clinical Integration.

Error 3 - No NHS number or no Clinical record selected

Similar to the previous error, but this means that the client's profile in the Joy Case Management System is missing key details such as the NHS number or the Clinical Record on their profile.
​
In order to solve this, you will need to go in the Client's profile and click on the Account icon:
​

You'll see that the NHS number is missing. If it's not missing, then the problem is that the Clinical record where the notes should file back is actually missing. Therefore, click on View all Details at the top of the window:
​

​
Click on the relevant Edit button to amend any errors found and then click Save:
​

You can then try resending the records and they will fileback accordingly into the correct Clinical Integration.
​
​

Error 4 - Patient open in SystmOne

This means that the patient record is already open on a device by a SystmOne user.
​
The patient record shouldn't be open on SystmOne when the note is being saved/sent. This is because our JoyBroker tool cannot update the client record when it's already being used.

Error 5 - Cannot file back future date appointments

This means that the note that is being attempted to send is dated in the future:
​
​

In order to solve it, change the date of the note to the present date OR wait to send it to the clinical record until it has occurred.

Error 6 - Invalid clinical code

This means that there is an issue with the SNOMED codes being used.

Please tell Joy customer support that you have an "Invalid Clinical Code" and we will remove the code for you. We would only need to know the Record ID which can be located at the top of the note as shown in the example below:
​
​

​

Error 7 - The note exceeds the maximum number of characters allowed

This means that the note contains more characters than the allowed limit, which is 6000.
​
In order to solve it, please edit the note and ensure it's not longer than 6000 characters.
​

Error 8 - Username not registered or incorrect

This means that your SystmOne username has been incorrectly entered in Joy.

In order to solve this, please remove your SystmOne username in Joy. You will need to click on the My Organisation tab and click on the three dots next to your user:
​

​
A small pop-up window will show up. Now you need to click on Edit:
​

This will take you to your user details. Locate the SystmOne username (case sensitive) field, remove the username and click Save:
​
​

Refresh your page and enter the username again. Log into SystmOne and open any client; this will activate your username.
​

Error 9 - No Identity element specified and No open patient record to return

​"No Identity element specified" means that the file back request sent through JoyBroker didn't include a patient identity element (typically the NHS number, local patient ID or equivalent identifier that SystmOne needs to know whose record to write to). SystmOne is rejecting the payload because it can't route the note to a patient without that field.

In order to solve this, you will need to go in the Client's profile and click on the Account icon:
​

You'll see that the NHS number is missing. Therefore, click on View all Details at the top of the window:
​

​
Click on the relevant Edit button to amend any errors found and then Save:
​

You can then try resending the records and they will fileback accordingly into the correct Clinical Integration.

​"No open patient record to return" means that even if an identity were present, SystmOne is also reporting that there's no open patient record on the SystmOne side at the time of the request. SystmOne's fileback mechanism requires a patient record to be actively open in a clinician's session (it can be a test/dummy patient), and it's not finding one.

In practice, these two conditions (No Identity element specified and No open patient record to return) are usually related. If the identity element is missing or malformed, SystmOne can't look up a record, so you get both errors together.

​

When you see this error message, please ensure that the NHS number is correctly added to the client profile in Joy and also reach out to the practice and ask them to ensure the below:

​

Once the practice makes sure that a patient record is open and you have correctly added the NHS number, then you can try re-sending the files.
​

​