Installation and data
      Back to home
      1. Cubiko Help Centre
      2. Troubleshooting and FAQs
      3. Installation and data

      My data is not up to date, what should I do?

      This article provides you with an overview of what steps you (or your IT provider) can take to resolve the issue of your Cubiko data being out of date and get you back up and connected as soon as possible.

      Data extractions run overnight to provide up-to-date data in Cubiko for your practice.  


      If your Cubiko data is not up to date, it is usually due to one of the following reasons and has a simple check/fix that you can apply to resolve the majority of these issues.
      If after running these fixes, your data does not extract/update overnight, please contact support@cubiko.com.au or call 1300 CUBIKO. 

       

      For practices using Integration Runtime (MD Practices):

      Back to top

      HALO Link is not connecting or offline

      This may be due to an internet of power failure, server restart, or another issue that has stopped the HALO Link.

      Action:

      For any additional HALO Connect issues - reach out to the HALO support team directly at support@haloconnect.io for further assistance.

      If you have not yet installed HALO, please reach out to Cubiko at support@cubiko.com.au to commence this process.


      Back to top

      Cubiko is not ticked as a 3rd Party Integrator within your Practice Management Software (PMS)


      Cubiko requires permission to integrate with your PMS.  If this has not been ticked/marked as consented within the PMS we are unable to extract data.  If you have recently run a Data Update (e.g. MBS update etc.), it may have inadvertently disrupted this connection. 

      Action:
      Best Practice Users:
      • Ensure 3rd party integration has been enabled in Best Practice. Occasionally, this process requires rebooting the 3rd party consent.  You may need to Untick & Save then close, then go back in, Retick & Save the 3rd party consent, and close to reset this consent.

      If you are using Best Practice there are a few steps you must take to enable Cubiko as a third-party integration so that we can access your Best Practice data. To do this please follow these steps:

      1. Open Best Practice

      2. Go to ‘Setup’

      3. Select ‘Configuration’

      Cubiko Configuration BP

      4. Select ‘Database’ from the left-hand side menu

      5. Click on ‘Setup third-party integrations’

      Cubiko Configuration BP

      6. Tick ‘Cubiko’

      7. Press ‘Save’

      8. Press ‘Save’ in the Configuration box

      Cubiko Configuration BP

       

      Integration Runtime is Offline

       

      This may be due to an internet or power failure, a server restart, or another issue that has stopped Integration Runtime (such as the computer that Integration Runtime is installed has been turned off).

       
      Action:
      Ensure the computer where Integration Runtime is installed is on and remains on overnight.
      Restart the Integration Runtime service within Microsoft services and check the integration runtime program to make sure it states connected. 
       

      Back to top

      Integration Runtime was Offline 



      This may be due to an internet or power failure, a server restart, or another issue that has stopped Integration Runtime, however, it has now come back online.
       
      Action:
      If connected, check if there have been any periods of time when the server went offline overnight.  If it was a once-off event, and not expected to occur again, your data should successfully extract the next evening. 
      If your server goes offline for internal maintenance or other reason regularly, please contact our support team to let us know. 
       

      Integration Runtime version is expired

      Your Integration Runtime installed currently is of an older version which Microsoft has stopped supporting.
       
      Action:
      Follow the below instructions and make sure Integration Runtime is updated to the latest version:
      • Download the latest version of Integration Runtime from:
        https://www.microsoft.com/en-us/download/details.aspx?id=39717
      • Make sure the service “Integration runtime update service” has been enabled and is started
      • Run the downloaded .msi file and follow the onscreen instruction.
      • Once the download is complete, open “Microsoft Integration Runtime Configuration Manager” from your start menu
      • Head over to “Home” section and click on “Start Service”

      Back to top

       

      There have been changes to your PMS server or the machine on which Integration Runtime or HALO Connect is installed

      If you have recently changed or made any updates to your server, Integration Runtime may not be able to connect to your database due to a change in the configuration.   If you are using HALO Connect, your setup will need to be adjusted to connect to the correct/new server.

      Action:

      Please contact support@cubiko.com.au to advise of these changes and you will receive a detailed email on how to update your setup.

       

       

      If after running these fixes, your data does not extract/update overnight, please contact support@cubiko.com.au or call 1300 CUBIKO.

       

      Back to top