Symptom / Error
After deleting Intake Opportunities that were originally pulled from KIPU and then emptying the CRM Recycle Bin, re-imported versions of those records fail to pull updates from KIPU EMR. Clicking Pull Updates from EMR on the re-imported record returns an error indicating the update could not be completed.
This issue occurs even if you attempt to reconnect the KIPU integration or manually re-map the re-imported Intake Opportunity to its corresponding KIPU record.
Cause
When an Intake Opportunity that was originally linked to KIPU is deleted and the Recycle Bin is emptied, the record is permanently removed from the CRM. However, the backend mapping layer still holds sync keys that reference the now-deleted record.
Because those sync keys are orphaned — pointing to records that no longer exist — the system cannot establish a new valid link for the re-imported version of the same record. Reconnecting the integration or re-mapping the record does not clear these orphaned keys, so the conflict persists in the background.
Solution
There is no self-service workaround for this issue. Clearing orphaned sync keys requires a backend fix by the Dazos specialist team.
Contact Dazos Support and describe the issue, noting that Intake Opportunities originally pulled from KIPU were deleted and the Recycle Bin was emptied.
Provide the names of the affected Intake Opportunity records and your CRM instance URL.
The Dazos specialist team will clear the orphaned sync keys from the backend mapping layer.
Once confirmed by the support team, test the affected records by clicking Pull Updates from EMR to verify the sync is restored.
When contacting support, include:
The names of the affected Intake Opportunity records
Your CRM instance URL
Screenshots or a screen recording showing the error when pulling updates
Confirmation that the original records were permanently deleted (Recycle Bin emptied)
How to Avoid This Issue
⚠️ Warning: Do not permanently delete Intake Opportunities that were originally linked to KIPU EMR. If those records are removed from the Recycle Bin, the backend sync keys become orphaned and cannot be cleared without specialist intervention.
If you need to remove KIPU-linked Intake Opportunities, keep them in the Recycle Bin rather than emptying it, or contact Dazos Support before permanently deleting them to understand the impact on your EMR integration.
Escalation
Contact Dazos Support immediately if:
Re-imported Intake Opportunities are returning errors when attempting to pull updates from KIPU EMR.
You have already emptied the Recycle Bin and the records cannot be restored.
Reconnecting the KIPU integration or re-mapping records has not resolved the sync error.
💡 Tip: If your team is approaching a go-live date or needs EMR sync restored urgently (for example, to implement bedboards), make sure to flag the urgency when submitting your support request so the specialist team can prioritize accordingly.
Related Resources
How to Restore Data from the Recycle Bin (CRM)
How to manually link EMR patient records when Pre-Assessment push fails (CRM)
Troubleshooting Intake Opportunities Not Appearing in KIPU EMR (CRM)
How to Prevent KIPU EMR from Auto-Creating Duplicate Intake Opportunities (CRM)