Which set of steps is recommended for troubleshooting a failed patient data sync between Phreesia and an EHR?

• A. Reboot device and retry once
• B. Check API keys and permissions, review logs, verify mappings, run a test sync, and contact support
• C. Ignore the error
• D. Delete the patient record

Answer: (B)

Troubleshooting an failed patient data sync between Phreesia and an EHR is about a structured, end-to-end check of the integration setup. Start by confirming API keys and permissions: if authentication or authorization isn’t valid, the sync will fail at the first step, so ensuring the keys are correct and that the integration has the necessary access is essential. Next, review the logs for error messages and timestamps to identify exactly where the process breaks and what the system was trying to do at that moment. Then verify mappings to ensure each field in Phreesia aligns with the corresponding field in the EHR; mismatches or changes in field names commonly block data transfer. After these checks, run a test sync to validate the end-to-end flow in a controlled way, which helps confirm whether the issue is resolved or persists with the adjusted settings. If the problem remains, escalate to support so specialists can analyze configuration details or backend issues not visible from the user side.

Other options aren’t helpful for a real fix: restarting a device doesn’t address credential, permission, or mapping problems; ignoring the error leaves the underlying issue unresolved; and deleting a patient record is destructive and unrelated to diagnosing the sync failure.