Otto Flow relies on constant communication with the local clinic server in order to regularly sync changes from the clinic's server to Otto.
Troubleshooting Steps
If this error appears, it is recommended to follow the troubleshooting steps below before reaching out to Otto's support team.
Is the internet down?
If you log into the server and open up a browser, can you reach the internet?
Is your server powered on?
We need to make sure your server is powered on to sync your data.
Try restarting your server.
Sometimes things happen. Try restarting your server and waiting a few hours to see if the issue is resolved. Unfortunately, it takes a few hours once your server has been offline for a bit to make sure everything gets back up to date.
Is there an internet outage or known support issue?
You can see the status of Flow and any partners we depend on here: status.otto.vet
Did you recently upgrade or reinstall on a new server?
Please reach out to our support team and let them know the details.
Did you switch to a new practice management software?
Reach out to support and let them know your new practice management server, and we will get you switched over.
Paused Syncing
Syncing will be paused overnight (and when clinics are closed) and will resume again one hour prior to opening on the next business day.
💡 Clinics that are open 24 hours will not be affected, and syncs will continue to happen.
- Navigating to the Flow Appointments page and clicking Refresh will trigger an appointment sync during paused syncs.
- Navigating to the right side panel to search for clients/patients and clicking Refresh will force a sync for new client data during paused syncs.
- A forced sync for the whole platform can be performed by navigating to Settings > Sync Status and clicking Refresh.
What happens next
Flow will continue to work and you can continue to receive and send text messages. Automated messages and reminders will still go out. We simply will not get updates from your server, so if a new client or appointment is created, it won't show up in Flow until this is resolved.
If the above troubleshooting steps haven't resolved your sync issues, it's been more than 24 hours of no connectivity, and you haven't heard from our data partner Vetdata, please reach out to Otto Support at support@otto.vet. Usually Vetdata will be able to fix things on their end and get you back up and running. Occasionally they'll need to reconnect with your server — if this is needed, they will reach out to you directly, so make sure you have access to log into your server so Vetdata can walk you through reconnecting.
If you have any questions we are here to help! Reach us at support@otto.vet or chat with us live within Flow by clicking the '?' icon.