In order to share health record data on LunaDNA, you connect one or more Patient Portals from which your data is synced (pulled in from the Portal) on a regular basis. When you add a new connection, when we sync connections, and during the general maintenance of these connections, we may encounter issues with your Portal connection(s). You can view the status of your connection at any time in My Connections on your My Data page.
Your connection will have three primary statuses:
- Processing - Your portal connection is still being validated and completed.
- Connected - Your portal connection is live and syncing.
- Error Message - Something is causing a problem with this portal connection.
What do you do if the connection status on LunaDNA is "Processing"?
If the connection status is "Processing", the data from the patient portal is still processing and will be available once it passed through our Quality Control checks and Data Standardization. If the portal is in the "Processing" status for more than 24 hours, please contact support at support@lunadna.com.
What do you do if the connection status on LunaDNA has an Error Message?
The following are possible error messages you may see with your portal connection:
| Status Name | Definition | Actions You May Want to Consider |
| Credential Error | This notification means that there was an error when using your credentials to log in to your patient portal. | This may happen when credentials are updated in the patient portal or may just require the user to log in again. To resolve this issue, simply open the Add & Manage Connections dialog in the Manage Data page, click on the connection that has this error message, and log in again. If the issue still persists, please contact support@lunadna.com. |
| User Interaction | This notification means that there was an error with the connection that requires your interaction. | You may visit your patient portal directly and see if the issue is described there, in some cases it is an approval to share information through the patient portal. You may also open the Add & Manage Connections dialog in the Manage Data page on LunaDNA to troubleshoot that connection. |
| Security Question | This notification means that you have a security question set up on the patient portal and it is required for login. | Portals with this type of security layer are not currently supported. If you want to connect your portal to LunaDNA, you may choose to disable the security questions in your patient portal (if that is permitted). Please keep in mind this is a layer of security on your portal you may not wish to remove. |
If the error is a system error, you may click on Add & Manage Connections to try to determine more information. Below is a list of system-related error messages and actions you may consider taking as a result. If you have questions or concerns about the status of one of your portals at any time, please contact LunaDNA support at: support@lunadna.com.
| Status Name | Definition | Actions You May Want to Consider |
| Connection Error | An unexpected error occurred in your connection | Disconnect and reconnect your portal. (Refer to this article for steps on how to disconnect and reconnect a portal.) |
| Inactive | The patient portal you are trying to connect is no longer adding new data. | (1) Take no action (but this portal cannot be connected). (2) Contact your physician's office to inquire about the status of the portal. |
| Incomplete Sync | During the last sync, we were only able to pull some of the new data from your portal. | (1) Take no action - Wait for the next automatic sync to see if the issue resolves (all data not synced at last sync and any new data since will be synced if the issue has resolved). (2) If the issue persists through multiple syncs, email support@lunadna.com for assistance. |
| In Development | The integration by our partner, Medfusion, and the portal you are trying to connect is not complete yet. | (1) Take no action (but this portal cannot be connected). (2) Try connecting your portal at a later date. (3) Email support@lunadna.com for updates on when the portal integration will be complete. |
| Invalid Login | We were unable to sync data from your portal because the login credentials (username & password) you previously provided are no longer valid. | Update your login credentials (Dashboard - My Data - My Connections - "Add & Manage Connections" - Select the affected portal and update login credentials.) |
| Suspended | The physician's portal you are trying to connect is not currently adding new data. However, it will be reactivated in the future. | (1) Try connecting your portal at a later date. (2) Contact your physician's office to inquire when it will be reactivated (and try connecting your portal after that date). |
| Unknown Error | An unknown error occurred while we were syncing your portal. | (1) Take no action - Wait for the next automatic sync to see if the issue resolves. (2) Re-sync your portal manually (Dashboard - My Data - My Connections - "Add & Manage Connections" - Select the portal and Sync.) (3) Disconnect and re-connect the portal (Click "Disconnect" next to the portal in My Connections). |