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Pracsoft Connection Lost

Have you received an email saying your Pracsoft connection has been lost? This usually means the Healthengine Appointment Connector on your server has stopped. Patients cannot book with you online until it is restored.

Please Note: Once the connection is back, check your Healthengine profile to confirm your appointments are showing.

Page Contents Step 1: Check Your Server

On the server where the Appointment Connector is installed, please check that:

  • the server is turned on
  • the internet connection is working

Please Note: If your practice has a new server, please contact our Support team. We need to set up the Appointment Connector and approve the new server.

Step 2: Restart the Appointment Connector
  1. On the server, select Start, type Services and open Services.
  2. Find Healthengine Appointment Connector and double-click it.
  3. If the status shows Running, click Stop and wait for it to stop.
  4. Click Start.

If the service will not start, restart the server and try again.

Step 3: Check Pracsoft Is Working

Open Pracsoft and check your appointment book loads as usual. If Pracsoft shows an error, please contact MedicalDirector support, then repeat Step 2.

Step 4: Check Your Appointments Are Showing

Wait a few minutes, then check your Healthengine profile to confirm your appointments are showing.

Contact Our Support Team

If your appointments are still not showing, our Support team is happy to help. To help us resolve the issue quickly, please have the following ready:

  • your practice name
  • access to your server, or contact details for your IT provider
  • TeamViewer installed on your server, so we can connect remotely

For ways to reach us, see Need more support? Here’s how to contact us.

You may also find this article helpful: Medical Director/Pracsoft - Healthengine's Integration: Benefits & Troubleshooting