Symptom / Error
When attempting to push a PAA from Dazos CRM to Avatar EMR, the push fails and returns an error similar to the following:
Success Patient Successfully Updated for ID: [XXXXX] Encounter error: Client Is Already Active In This Program Ep# [X] Admit: [Date] – [Time] PAA sending failed. Please go to Pre Assessment page to send it again.
You may notice that the patient's demographics appear to update successfully, but the encounter/episode creation fails. This means the PAA has not been sent.
Cause
This error occurs when the patient already has an active, open episode in the same program inside Avatar EMR. This typically happens when a prior intake or evaluation was created in Avatar but was never converted to an admission — leaving the episode open.
Because Avatar sees the patient as already active in that program, it blocks the creation of a new episode and returns the warning shown above.
⚠️ Note: The demographics portion of the push may show as successful, but the encounter/episode will not be created until the existing open episode is resolved in Avatar.
Solution
Identify the open episode in Avatar. Log in to your Avatar (Netsmart) EMR system and navigate to the patient's record. Look for any open episodes in the same program — particularly intake or evaluation episodes that were never admitted.
Review the episode details. Confirm the episode number referenced in the error message (e.g., Ep# 7) and check the episode's current status and admit date.
Resolve the open episode in Avatar. Work with your Avatar administrator or clinical team to address the existing open episode. This typically means closing or discharging the open episode following your facility's procedures. Do not leave the episode in an open/active state if it should no longer be active.
Return to Dazos CRM and retry the PAA push. Once the existing episode has been resolved in Avatar, navigate back to the Pre-Assessment page in Dazos CRM and attempt to send the PAA again.
✅ Expected Result: After the open episode in Avatar is closed or otherwise resolved, the PAA push should succeed and a new episode will be created in Avatar for the patient.
When to Contact Support
Contact Dazos Support if:
The PAA push continues to fail after the open episode has been resolved in Avatar.
You are unsure which episode in Avatar needs to be addressed.
You receive a different or unfamiliar error message during the push.
You do not have access to Avatar EMR to review or close the existing episode.
⚠️ When contacting support, please provide:
The full error message displayed in Dazos
The affected patient ID and episode number referenced in the error
Screenshots of the failed push attempt
Your CRM instance URL