The purpose of Recall Lockouts is to prevent you from performing recall actions while we can't connect to the Healthengine Appointment Connector. This is because doing so would result in a loss of progress - you would be performing the actions in Healthengine, but the actions wouldn't be recorded in your Practice Management Software, particularly problematic for the audit history.
Heartbeat Recall Lockout
There are two types of Recalls lockouts. The most common is the "Heartbeat Lockout" which occurs when we have been unable to establish a connection with your Healthengine Appointment Connector for more than 10 consecutive minutes. This lockout type can be seen in the image below:
To clear the "Heartbeat Lockout" restart your Healthengine Appointment Connector by following the instructions, in our Help Centre article, Restarting your HealthEngine Appointment Connector.
Sync Failure Lockout
The second, less common lockout type, is the "Sync Failure Lockout" which occurs when we have been unable to successfully sync your practice's recalls for 5 consecutive attempts. This is due to a mismatch between what's stored in our database and what's stored in the Practice Management Software for one or more of the recalls in the sync.
If you are faced with the "Sync Failure Lockout" please contact our Customer Support Team on firstname.lastname@example.org to investigate this for you.