If you are receiving an error message like the one pictured above, please follow these troubleshooting steps:

1) From within your Smart Flow account, select "SETTINGS" > "DISPENSING MACHINE". The following window will then open - please select "EDIT":

2) You will then need to check that the details match those sent by Cubex (please note you may need to re-type your password), paying particular attention to the following:

  • 'Site Code' contains an underscore ('_')
  • 'Identity' contains a dash ('-')

3) Once the above steps have been checked, you then need to check that the patient ID matches the patient ID in Cubex. To do this you will need to log into the myQLink database > select "DATABASE" > "PATIENTS" > Search for a portion of the patient ID:

In this particular instance we can see that the patient ID in Cubex contains a dash ('-'):

But this is missing from the patient ID in Smart Flow:

If the above steps don't resolve the issue:

Are your patient IDs, stored in your EMR & Cubex, the same? Theoretically these IDs should be the same, but there can be cases where they are not. You should be using only the patient ID from Cubex.