Home Forums Discussions Problems Updox/Patient Portal Glitch/ AC Version 7.1.1

When I register a patients email in AC and select Create Portal Account in the demo tab, is it normal for Updox to then recognize/register 2 portal accounts? I have registered several patients' emails and now when I try to import a document from Updox it lists the same patient twice, as if they have two separate accounts. Then it becomes a trial and error/guessing game as to which account to upload to. Sometimes I have to go in and send it to both listed accounts in the hopes that one will accept it. I just don't ever know which one.
I have been leary of creating any new portal accounts because of this problem, as it creates more work later when I have to try and find the document again or request it from the source again since I can't find it in the chart even though I sent it via the Updox portal. Please, if anyone helse has had this problem, you were able to fix it and how have you done so? Neither the doctor nor myself have been able to figure this out.

-Frustrated New User

I believe it is an issue with your Updox set-up. Contact them and they should be able to fix it for you.

I have many patients complained of not able to verify portal account or change password after they receive the invitation to connect. Any ideas?

Oli

I believe that the green Create Portal Account in the demo tab is still causing problem in creating duplicating or conflicting account that resulted in the error. Is there going to be a fix or should we just give up on using the check box in demo tab? What is the most reliable way to create new portal account?

Thanks

I contacted Updox Support. No answer yet, but I will post their response once I have some answers. Perhaps it will be beneficial to others as well.

I've had a lot of problems with the Updox patient portal, scheduling and reminders functions. With the patient portal, similar to Oli, many patients have not been able to verify their accounts and use them. The self-scheduling works poorly, and our reminders really haven't been working. It's such a bummer. I've reached out to Updox countless times, and they do email back. Finally I spoke with them on the phone, and they said they'd have to get with the developers about the issues. It's been since Wednesday or Thursday, and they still haven't gotten back to me, so we're not functional. I wish we had other options besides Updox. Does anyone have any suggestions?

I'm feeling your pain! This business with Updox not functioning properly is quite frustrating. I haven't been able to interface my AC and Updox since last week! I've had to print out all the incoming faxes to paper and scan them into AC Manually. I can't print anything to Updox to send out either. The desktop application isn't connecting to AC. I can't figure out which program isn't working. Is there a problem with the Amazing Charts connection? I'm still able to receive faxes, I just can't do anything with them electronically. Such a waste of time and resources. Technology is great...when it works.

It definitely sounds like a connector issue. I'm sure you've shut down your server and turned off all the computers, and then rebooted everything? Have you updated AC recently? Have there been any changes made to AC prior to the problem starting? I actually have found that when I email and call Updox and let them know that my office isn't functional because of an issue like that, they end up calling my office within a few hours and then help me by phone. Still, the best support hands down is Amazing Charts. I often do the live chat with them about AC/Updox problems, and AC solves the problem by remoting in. It's such a pain, and it's SO time consuming. Good luck! Don't give up!