Error "Error creating/updating user" when synchronising using Practice Sync

Issue

When synchronising from my Practice Management system using Practice Sync, the following error is displayed in Practice Activity:

  • Error creating/updating user (name)

Cause

There is a data mismatch between FYI and the practice management system, preventing the user from being synchronised.

Solution

To resolve the issue:

  1. Ask the user to log out of FYI.
  2. Update the email address in the practice management system to a different email address not currently in use either in FYI or the practice management solution.
  3. Wait for the next Practice Sync synchronisation to occur (typically every 15-20mins).
  4. Update the email address in the practice management system to the correct email address.
  5. Wait for the next Practice Sync synchronisation to occur.
  6. Confirm the user has been successfully updated in FYI.

Refer to Managing Users and How do I change the email address associated with an FYI user synchronised via Practice Sync?

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