If Sync i-consult has stopped pulling your appointments across, work through this checklist from the top. Most sync problems come down to the extension being out of date, not being logged into i-consult, the wrong EMR page being open, or more than one Xestro tab confusing things.

What Sync i-consult does: you set how many days ahead to look (1 to 14, default 7) and the extension sweeps your Xestro day view for that window, then opens the i-consult import page to reconcile the appointments. If any step in that chain is off, the sync can stall.

First-aid checklist

Update the extension. Open the Help button in the toolbar. A red dot there means a new version is available, so update to it, as sync fixes ship in newer versions.

Check you're logged into i-consult. The sync opens the i-consult import page; if your i-consult session has expired, log back in and try again.

Open the right EMR page. Sync reads your Xestro day view for the appointment window. Make sure that view is open and showing the day(s) you expect before you sync.

Refresh your tabs. Refresh the Xestro tab and the i-consult tab. If the toolbar shows "Reconnecting…", a refresh usually clears it.

Use a single Xestro tab. Multiple Xestro tabs (or windows) aren't supported and can cause sync to fail. Close the extras so just one Xestro tab is open.

Keep i-scribe and the EMR in the same browser window. The extension can't bridge separate windows, so keep them side by side in one window.

Try the sync again and watch the success toast, which reports how many appointments were created, changed, cancelled or unchanged (and how many were skipped as past or as invalid mobiles).

Multiple Xestro tabs aren't supported (Jira MDP-780). More than one open Xestro tab can cause upload failures and page freezes during sync. Stick to a single active Xestro tab.

If sync runs but appointments are missing

A sync can complete and still leave out appointments on purpose:

Past appointments are skipped. Only upcoming appointments in your chosen window are synced.
Appointments with an invalid mobile are skipped. The number must be a valid Australian mobile (04########).
Only "New Consult" appointment types create episodes. Types you've classified as Follow-up or Excluded are skipped by design.

The success toast tells you how many were excluded and why, so check those counts before assuming sync is broken.

Clicked Sync and ended up on a site you can't log into? The Sync i-consult button shows for everyone, including users who aren't set up for i-consult yet. If that's you, the button takes you to i-consult to get set up rather than syncing. If you should already have i-consult access, check you're logged in (step 2).

Patients aren't getting their SMS after a sync. Is that a sync failure?

Not usually. That's typically a missing or invalid mobile on the patient's record. See Patients aren't receiving the SMS.

How far ahead can I sync?

Between 1 and 14 days, with 7 as the default. Set the days in the box next to the Sync i-consult button.

Still not working after the checklist?

Capture your extension version and what you clicked, then report it. See Getting help & reporting a problem.

My i-consult sync stopped working

First-aid checklist

If sync runs but appointments are missing