How to troubleshoot Solv's data connection with athenahealth

Last updated: October 14, 2026

If you are troubleshooting Integration Issues with Athena please use the steps below in order to attempt to clear the issue you are seeing:

If a visit didn’t show up in Athena

  1. Check the facesheet. Open the patient’s visit in Solv. The EMR Transfer status sits above the patient’s name, and a red alert means the transfer failed.

  2. Chat in to Solv support with the booking ID. Please don’t delete or edit appointments or schedule templates in Athena first.

Common things to check

  • Appointment is missing, at the wrong time, or double-booked: This is usually a schedule template or web scheduling issue. Examples are an expired or overlapping template, or Solv and Athena hours that don’t match. Chat in so we can look at the setup.

  • Duplicate chart created: Solv matches on name and DOB. Matching now also covers nicknames and phone number changes. If a duplicate appears anyway, chat in with the booking ID.

  • Status didn’t update: Statuses sync about every 30 seconds.

    • “Here” syncs both ways.

    • Ready, In Exam, and Done come from Athena only, from check-in, with provider, and check-out.

    • Discharging from Solv to Athena is a clinic-level opt-in and may not be on for you.

  • Insurance missing: Only the insurance card images transfer, as documents in the patient’s chart. Insurance details don’t transfer, so enter them manually in Athena.

  • Documents and forms: Insurance cards, photo ID, consent forms, and paperwork land in the patient’s chart documents. They often appear in the provider’s clinical inbox for review first.

  • Reason for visit: It shows up in the appointment’s booking notes in Athena.