In general, if there was an issue retrieving the user's newest medical data, the status will revert to "not_started".
Please see below for common reasons why medical data may not be retrievable for the user:
- User action is required in the portal. Please advise the end user to check their portal for prompts e.g. agreement to terms.
- No data at the portal. An end user may have newly created their account--in which case depending on the source, there is a variable amount of time required to populate their portal.
- User name and password entered in Connect is incorrect. If the end user entered their credentials successfully in Connect, but later changed it, it will disrupt the sync process and data will not be retrievable.
- Source's portal implementation is unreachable. This is less common but sometimes the medical source's server may be down during the time that the end user connects their credentials.
If none of these scenarios fit, please contact firstname.lastname@example.org so we can investigate further.