Connection Troubleshooting

So your connection status is showing as a yellow "Needs Attention" label. What do you do next to make sure your data is actually syncing?

The first thing we are going to want to try is to repair the actual connection. Follow the steps below to to repair your connection.

1. Log in to Your Kindred Account

Visit Kindred and log in using your Kindred (Hugo Health) username and password.

2. Find Your List of Data Connections

On the right-hand side of the screen is a list of your data connections.

3. Select the Wrench Icon Next to the Broken Connection

Locate the connection with the yellow "Needs Attention" label. Select the wrench icon to the right of the connection with that label. Then, select the "Manage" or "Repair Connection" option.

4. Select the Blue ”Update” Button

Press the blue "Update" button within the connections widget. 

You will either be prompted to enter your login credentials right away, or a new tab may open. If you do not see a place to enter your username and password, you can read about popup blockers here.

Common Problems

There’s No Place to Input My Username and Password!

The common cause of this issue is that the popup blocker built-in to your browser is preventing the authorization flow from launching.

Safari

In the address bar at the top of the screen where the URL is displayed, do you see this icon?

Click on that icon, and a new tab should open where you can input your credentials.

Chrome

Do you see this icon in the address bar at the top of the screen?

Press that icon, and then allow popups from Kindred/Hugo Health.

Firefox

Do you see this icon in the address bar at the top of the screen?

Press that icon, and then allow popups from Kindred/Hugo Health.

My Connection's Status Still Says "Needs Attention"!

Sometimes, these connections take a minute or two to run. Before running the next troubleshooting steps, be sure to wait up to five minutes, and refresh the screen to see if the status has updated.

If you've waited and refreshed, and your status still says "Needs Attention", you can Remove the Connection, and Add The Connection Again to trigger a full refresh of the connection process.

If you have any other questions, or your status still says "Needs Attention" please reach out to us at [e-mail] or submit a connection request here and we will get back to you as soon as possible.

Updated June 08, 2023 18:45