Symptom: Patient Push Attempts Fail
You may experience consistent failures when trying to push patient files to Alleva. Often, this is accompanied by a generic error message on the record, such as: "Failed. Something went wrong. Error: "".
Step 1: Locate Integration Logs to Diagnose
Before applying a fix, check the Integration Logs to see the exact error causing the failure.
⚠️ Warning: Integration Logs are only available to users with Admin permissions. If you cannot see them, verify your user role.
How to Access the Logs:
Go to Settings (gear icon).
Navigate to CRM Settings > Integrations > EMR Settings.
Click the Alleva tab.
Locate the TEST CONNECTION section and get the most recent entry payload.
💡 Tip: Look at the status code in the logs. A "200 OK" means a successful push. Any other error messages will show specific failure details to help you identify the cause.
Cause 1: API Credential Issues (Most Common)
If the API credentials have been changed on Alleva's side, authentication will fail between the two systems.
Solution: Update Credentials
Contact Alleva support to verify if your API credentials have changed.
In your CRM integration settings, update the following:
Grant Type
Client ID
Client Secret
2.1. Click "settings Settings"
2.2. Click "CRM Settings"
2.3. Click "Integrations"
2.4. Click "EMR Settings"
2.5. Click "Alleva"
2.6. Click "Edit"
Test the connection after updating the credentials.
Retry the patient push.
Cause 2: Missing Mandatory Fields
Alleva requires specific data fields to be populated. Even if your connection tests show success, a blank mandatory field will block the file push.
Solution: Complete the Patient Record
Review the patient record and ensure the following fields are filled out:
First Name and Last Name.
Date of Birth (Confirm it's not blank on the record, even if it's required at the account level).
Admission Date.
Email Address (Alleva uses email as the unique identifier; a blank email guarantees a blocked push).
Level of Care (LOC) and Treatment Program.
✅ Best Practice: After filling in the missing mandatory fields, attempt the push again from the patient record.
Escalation: When to Contact Support
If you have tried the solutions above and still need help, please contact Dazos support. Reach out specifically if:
Integration Logs are missing despite confirming you have Admin permissions.
Updating API credentials doesn't resolve the connection issue.
All mandatory fields are correctly filled, but pushes still fail.
Multiple patients are failing to push simultaneously.