EHR Export Error Definitions and Resolutions

These error messages can be found in the Dashboard. To access it, select Dashboard from the top of the left-hand menu. Then, navigate to the Tasks section and select the Resolve Export Failures tab to view the list of failed exports that need to be addressed. A separate article, "How to Navigate the Dashboard", is linked in the Related Articles section at the bottom of this page.


Error Message Definition Resolution Steps
Export failed due to a connectivity issue. The EHR was unable to receive the export.
  1. Retry the export
  2. If it fails again, contact your IT team
  3. Contact RhythmScience support as needed
Export failed. RhythmScience was unable to export the record.
  1. Retry the export
  2. If it fails again, contact RhythmScience support
EHR unable to ingest report due to file size. The EHR cannot receive the export due to the size of the file.
  1. Retry the export
  2. If it fails again, contact your IT team
  3. Contact RhythmScience support as needed
Please confirm export in EHR system

Greenway Specific

There is more than one export for that patient with the same DOS.
  1. Confirm in EHR if the export was successful
  2. If not, contact RhythmScience support
Missing Patient DOB. A DOB is required for the export and the patient does not have one on their R360 patient record.
  1. Add a DOB using the Action dropdown
  2. Retry the export
Missing Patient Clinic ID. A Patient Clinic ID (MRN) is required for the export and the patient does not have one on their R360 patient record.
  1. Add a DOB using the Action dropdown
  2. Retry the export
Could not find patient in EHR. The EHR was unable to find a matching patient record.
  1. Confirm Name, DOB, and MRN align
  2. Retry the export
Could not find Provider in EHR. The EHR was unable to find a matching provider record.
  1. Contact your IT and RhythmScience support team to ensure the proper IDs are setup for the provider record.
  2. Retry the export
Provider ID not set on clinician’s R360 record. The provider does not have an ID set in R360.
  1. Contact RhythmScience support team with the appropriate provider ID - note, you may need to work with your IT team to get this ID
  2. Retry the export
Patient missing assigned Clinician. The patient does not have a Clinician assigned to their R360 patient record.
  1. Assign a clinician using the Action dropdown
  2. Retry the export
Billing status incorrect. The billing record is in an incorrect state (e.g. no longer active).
  1. Retry the export
  2. If it fails again, contact RhythmScience suppo
Billing Journal not open in EHR.

Greenway Specific

The billing record cannot be exported as there is not an open Journal for it.
  1. Retry the export
  2. If it fails again, contact your IT team
  3. Contact RhythmScience support as needed
Report not in 'submitted' state The report is no longer submitted so it cannot be exported. For example, it was sent back to the Tech and was then dismissed.
  1. Confirm the report is no longer submitted
  2. If it is submitted, retry the export
  3. If it is no esigned, contact RhythmScience support to facilitate the removal of the item from your dashboard
Report not in 'esigned' state The report is no longer esigned so it cannot be exported.
  1. Confirm the report is no longer esigned
  2. If it is esigned, retry the export
  3. If it is no esigned, contact RhythmScience support to facilitate the removal of the item from your dashboard
Report order not in an 'arrived' state.

Epic Specific

The order associated with the report that is trying to be exported in not in an appropriate state.
  1. Confirm the state of the order in Epic
  2. If it is in an arrived state, retry the export
  3. If it is no esigned, contact RhythmScience and IT support

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