Troubleshooting

Overview

Diagnose and resolve common issues in EVAL — from builder validation errors and publishing failures to EHR connection problems and sync errors.

When something isn't working as expected in EVAL, this section helps you identify the problem and find a resolution. Most issues fall into two categories: evaluation building errors (things that prevent publishing) and EHR connection problems (things that affect patient data synchronization).

Before diving into specific error references, try these general diagnostic steps that apply to most issues you'll encounter in the platform.

General diagnostic steps

When you encounter unexpected behavior in EVAL, work through these steps before looking for a specific error:

Refresh the page. Many display issues resolve with a browser refresh. EVAL is a web application, and occasionally cached data can cause stale views.
Check your role and permissions. Some features are only available to specific roles. If a sidebar item or button is missing, verify that your account has the appropriate role — Account Administrator, Account Maintenance, or Account User. See Roles and permissions.
Check your plan. Certain features are gated by plan level. If you see a locked feature or an upgrade prompt, verify your organization's plan. See Account types and plans.
Check the browser console. For persistent issues, open your browser's developer tools (F12 or right-click → Inspect → Console) and look for error messages. These details help EVAL support diagnose the problem faster.
Try a different browser. EVAL supports Chrome, Firefox, Safari, and Edge. If you experience rendering or interaction issues, testing in a different browser can isolate browser-specific problems.

If you're an administrator troubleshooting an issue reported by a team member, first verify their role and permissions. Many "missing feature" reports turn out to be permission issues — the feature works fine, but the user's role doesn't include access to it.

Where errors appear in EVAL

EVAL surfaces errors in several locations depending on the context:

Builder Errors tab — Validation errors that prevent publishing. These appear with a red badge count and are described in detail on the builder errors page.
EHR Activity Log — Connection and sync operation results. Success and failure statuses appear on the EHR page under Configuration. See EHR connection issues.
Inline validation — Form fields that require input show validation messages when you try to save with missing or invalid data.
Toast notifications — Brief messages that appear in the corner of the screen confirming actions or reporting errors.
Evaluation Not Found page — A dedicated error page that appears when you navigate to an evaluation URL that doesn't exist, is private and you're not logged in, or you don't have permission to access.

Common quick fixes

Get help

If you can't resolve an issue using this documentation, contact EVAL support through the Contact menu in the top navigation bar. Include:

A description of what you were trying to do
The exact error message or unexpected behavior
Your browser and operating system
Any relevant screenshots

For urgent issues affecting patient care, use the priority support channel available to Clinical Team and Enterprise accounts. Community plan users can access community forums and email support.

In this section

Builder errors

Find and fix validation errors that prevent your evaluation from publishing.

EHR connection issues

Diagnose and resolve problems with EHR connections, patient sync, and SMART on FHIR launches.

Onboard patients via the patient portal

Walk through patient onboarding — from creating a portal connection in the clinician platform to the patient completing their first evaluation.

Builder errors

Understand and resolve every validation error that can appear in the Builder's Errors tab — from missing fields to formula problems and broken rules.