Troubleshooting
Common issues, error messages, and solutions for AIR integration
This section covers common issues and solutions when using AIR functionality in Light.
Quick Diagnostics
AIR data not loading?
- Check PRODA connection: Settings > Integrations > AIR Integration > verify Connected (green)
- Check patient identification: verify green AIR badge on customer profile
- Check internet connection
Encounter submission failing?
- Read the error message in the toast notification
- Verify all required fields (marked with *) are completed
- Check if an Accept and Confirm is needed
Troubleshooting Topics
Connection Issues
PRODA device problems, expired credentials, and access issues
Patient Identification
Patient not found in AIR, red badges, and demographic mismatches
Submission Errors
Encounter rejection reasons and validation failures
Error Reference
Understanding AIR error and status messages
Getting Help
Light Support Team — for Light-specific issues
When contacting support, include:
- The error message text (from the toast notification)
- Steps to reproduce the issue
- Your site name
- Time the issue occurred
Services Australia: See PRODA Resources — for PRODA account, AIR data, and patient registration issues.