---
title: Ocean Online Booking Troubleshooting Tips
slug: portal-sub/ocean-online-booking-troubleshooting-tips
docTags:
createdAt: 2026-03-04T12:03:19.196Z
---
Ocean Online Booking is a alternate solution for online booking that connects with Profile. For troubleshooting assistance, follow the steps from the article below.
**TABLE OF CONTENTS**
::::WorkflowBlock
:::WorkflowBlockItem
[Ocean Account Login Issues (Ocean MD Support)](docId\:DdwEnUypiuT8Zorxwnvud)
:::
:::WorkflowBlockItem
[My Clinic Name/Address/Contact Details are Incorrect](docId\:DdwEnUypiuT8Zorxwnvud)
:::
:::WorkflowBlockItem
[Appointment Search Issues (No Availability, No Provider, etc)](docId\:DdwEnUypiuT8Zorxwnvud)
1. [Verify there is a valid Appointment Rule in Profile EMR](docId\:DdwEnUypiuT8Zorxwnvud)
2. [Verify The Ocean Provider Schedule is Configured Correctly](docId\:DdwEnUypiuT8Zorxwnvud)
3. [No Providers Available to Select](docId\:DdwEnUypiuT8Zorxwnvud)
4. [Incorrect Time Slots in Ocean Online Booking](docId\:DdwEnUypiuT8Zorxwnvud)
:::
:::WorkflowBlockItem
[Ocean Portal](docId\:DdwEnUypiuT8Zorxwnvud)
1. [No Providers available to create Schedules](docId\:DdwEnUypiuT8Zorxwnvud)
:::
:::WorkflowBlockItem
[Synchronization Error Troubleshooting](docId\:DdwEnUypiuT8Zorxwnvud)
1. [Verify the Ocean eMessage is enabled in Profile EMR ](docId\:DdwEnUypiuT8Zorxwnvud)
2. [Verify Cloud Connect is Enabled and Synchronizing](docId\:DdwEnUypiuT8Zorxwnvud)
1. [Re-configure Cloud Connect Connection to Profile EMR](docId\:DdwEnUypiuT8Zorxwnvud)
1. [Example #1 - Cloud Connect not enabled](docId\:DdwEnUypiuT8Zorxwnvud)
2. [Example #2 - Cloud Connect synchronization error warning message displayed on the Cloud Connect home page. ](docId\:DdwEnUypiuT8Zorxwnvud)
3. [Example #3 - Cloud Connect displays "Get Started"](docId\:DdwEnUypiuT8Zorxwnvud)
:::
::::
# 1. Ocean Account Login Issues (Ocean MD Support)
If you have misplaced your [Ocean Portal](https://ocean.cognisantmd.com/) and [Cloud Connect](https://cloudconnect.cognisantmd.com/) login credentials please use the Forgot User Name and Forgot Password links on the login page. If you still need assistance please contact Ocean support by emailing [support@oceanmd.com](mailto\:support@oceanmd.com).
::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/Jh6cuOwalBbH9gGCQhRSI_iaqbr6nhh-qamtyoxcoanki8r6yujsjmqq.png" size="70" isUploading="false" initialPath="assets/IaqBR6NhH-QAmtYoXCoaNKI8r6yUJsjmqQ.png" githubPath="en/Plug-ins or Profile Integration/Ocean MD/Ocean Online Booking/assets/IaqBR6NhH-QAmtYoXCoaNKI8r6yUJsjmqQ.png" position="flex-start" showCaption="false"}
# 2. My Clinic Name/Address/Contact Details are Incorrect
Your clinic name and contact details are shared to patients when they book appointments online. These contact details are stored in the Directory Listing in the Ocean Portal.
Please contact your Ocean administrator at your clinic to make the following changes. If you are the Ocean administrator, please follow these steps to make changes to your clinic Directory Listing:
1. Login to [https://ocean.cognisantmd.com/](https://ocean.cognisantmd.com/)
2. Click Menu
3. Click Admin
4. Click Directory Listings
5. Make the necessary changes to the name, address and contact details.
6. Click Save Changes
# 3. Appointment Search Issues (No Availability, No Provider, etc)
No availability is observed when the Ocean/Profile Integration is connected and allows the patient to search for provider and appointment types but does not show any availability for the patient when availability is expected.
## a. Verify there is a valid Appointment Rule in Profile EMR
Appointment Rules should be checked for:
1. A valid *From *and *To* date range
2. Correct Provider
3. Correct Appointment Type
4. Valid Rule Time
5. Matching Duration with the Ocean Appointment Type it is mapped t
6. Enabled Profile for Online Booking
## b. Verify The Ocean Provider Schedule is Configured Correctly
The list below are the most common reasons for these types of issues; for a full list of configuration steps, see [Provider Schedule setup](docId\:joH4yfX8si6fIr_Sp7Omu).The Ocean Provider Schedule should be configured to:
1\. Allow patients to book into: "Time slots with specific appointment suggestions applied."
::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/szkNGqXuMTestTufFjc-C_e9j-hhnhsoutbdmwcdewwkaizjncijeq.png" size="58" isUploading="false" initialPath="assets/_e9J-HHNHsoUtbDmWcdEWWkaIzj_nCiJeQ.png" githubPath="en/Plug-ins or Profile Integration/Ocean MD/Ocean Online Booking/assets/_e9J-HHNHsoUtbDmWcdEWWkaIzj_nCiJeQ.png" position="flex-start" showCaption="false"}
2\. Each Appt. Type has a restriction "Only book in time slots with the following appointment suggestion(s) applied:" to match the appointment type mapped from Profile EMR.
3. Provider Restriction is set to "All Providers" ***OR*** the matching the Provider name in the patient's Usual Provider field in Profile EMR.::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/xZEeDRVGbbUapx9AIHmwQ_pdam2dhtfvdsqbzkknrkwouhhfovbszzea.png" size="46" isUploading="false" initialPath="assets/PdaM2dHTfVDSQbzkKNRkWOUHhfoVbSZzEA.png" githubPath="en/Plug-ins or Profile Integration/Ocean MD/Ocean Online Booking/assets/PdaM2dHTfVDSQbzkKNRkWOUHhfoVbSZzEA.png" position="flex-start" showCaption="false"}
## c. No Providers Available to Select
Example 1:**Ocean Online is functional with some providers, but other providers are not shown on Step 2 of Ocean Online Booking:**
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To Troubleshoot, follow the steps below:
::::WorkflowBlock
:::WorkflowBlockItem
Review the Provider Schedule in Ocean Online portal.
1. Verify the Provider Schedule is Active
2. Verify the Provider Schedule is added to the Booking Link you provided the patient.
3. Verify the Provider Schedule has a Provider Restriction set to "All Providers" or if a specific provider; it matches the Usual Provider name in the Alter-Patient window for the patient in Profile EMR
:::
::::
## d. Incorrect Time Slots in Ocean Online Booking
:::hint{type="success"}
Ocean Online Booking will provide available time slots based on the Profile EMR Appointment Rules that are exposed for Online Booking. These available time slots can be verified by using the Booking Link provided by Ocean. (e.g. [https://cognisantmd.com/online-booking/16e0e1442](https://staging.cognisantmd.com/online-booking/16e0e144-4adc-4295-bba5-a0995cd27a12)) and using a test patient to validate available time slots for each provider.
::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/-VXeq7zhIfV7JqPIIACZn_wabxisdb6kvoporgxoo7gpxwonuhndwpg.png" size="48" isUploading="false" initialPath="assets/WabxISDb6kVoPORgxO_O7GpxwONuHNDWpg.png" githubPath="en/Plug-ins or Profile Integration/Ocean MD/Ocean Online Booking/assets/WabxISDb6kVoPORgxO_O7GpxwONuHNDWpg.png" position="flex-start" showCaption="false"}
If the provided dates and times are unexpected, Profile EMR and Ocean configurations should be reviewed for errors.
1. Attempt to book an appointment using a test patient. Use the Ocean Booking Link to book the appointment.
1. Next, check Profile EMR to validate which provider schedule the appointment is created on. If the appointment is created on a different provider than expected, this can explain why the appointment availability is showing on Ocean Booking Link. (Another Appointment Rule is exposing the availability of the appointment).
2. Review all Appointment Rules with Online Booking enabled. An easy way to approach this is to open Maintain / Appointment / Rules, and sort by the column Online Booking.
3. Review the **From **and **To **columns for all rules with Online Booking enabled.
:::
| If the above steps do not resolve your issue, please open a support ticket here: [https://help.intrahealth.com/en/support/login](https://help.intrahealth.com/en/support/login) or contact Intrahealth Support Desk email [help@intrahealth.com](mailto\:help@intrahealth.com). |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
:::hint{type="success"}
Screenshot of Appointment Rules sorted by Online Booking
:::
# 4. Ocean Portal
## a. No Providers available to create Schedules
Under ideal circumstances, Profile will send valid provider names to the Ocean Online Booking portal [settings page](https://ocean.cognisantmd.com/ocean/portal.html#/online-booking/settings/), to be used when creating Provider Schedules. If the list of providers is unexpected, or disappears suddenly; some possible causes are:
1. The Provider's appointment rule in Profile was changed; and removed from Online Booking availability.
2. Communication (integration) between Profile and Ocean Online Booking has stopped. See steps below for 'Synchronization Error Troubleshooting".Example 1:**When creating a new schedule, there are no providers to select.**Solution: [Troubleshoot Synchronization Errors](docId\:DdwEnUypiuT8Zorxwnvud)Screenshot of the issue:
::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/Y5N9IBH5R424MIFvJhjAg_vlhbzbvjp9h3uegwhsklei80q91u62yf2g.png" size="100" isUploading="false" initialPath="assets/vLhBZBVjp9h3UEGwhSkLEi80Q91u62YF2g.png" githubPath="en/Plug-ins or Profile Integration/Ocean MD/Ocean Online Booking/assets/vLhBZBVjp9h3UEGwhSkLEi80Q91u62YF2g.png" position="flex-start" showCaption="false" indent="2"}
:::Paragraph{indent="1"}
Example 2:**In the Ocean Online Booking Portal / settings page, the provider schedules have disappeared.**Solution: [Troubleshoot Synchronization Errors](docId\:DdwEnUypiuT8Zorxwnvud)Screenshot of the issue:
:::
::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/jrmLGUMF6zclruaYAJK6v_7fwpuklldnqg5izfko7yi6ezj7rf0k-h1g.png" size="52" isUploading="false" initialPath="assets/7FwpUKLLDNqG5IZFKo7yI6ezj7rf0k-H1g.png" githubPath="en/Plug-ins or Profile Integration/Ocean MD/Ocean Online Booking/assets/7FwpUKLLDNqG5IZFKo7yI6ezj7rf0k-H1g.png" position="flex-start" showCaption="false" indent="2"}
# 5. Synchronization Error Troubleshooting
Synchronization errors can be observed if the connection between Ocean and Profile becomes disconnected, or a severe event causes error messages indicating there is a problem with Profile communicating with the Ocean services.
## a. Verify the Ocean eMessage is enabled in Profile EMR
| *\*These steps require you to have Preferences / Setup / eMessages role action in Profile EMR. Please contact your EMR Administrator, or contact Intrahealth Support Desk by opening a ticket at *[https://help.intrahealth.com](https://help.intrahealth.com)* or emailing us at *[help@intrahealth.com](mailto\:help@intrahealth.com)*.* |
| --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
1. In Profile EMR click Organisation menu / Preferences and choose eMessages in the Setup category.
2. Verify that Ocean is listed under Installed Services and double-click Ocean.| If **Ocean **is not listed under Installed services, please contact the Intrahealth Service Desk by opening a ticket at [https://help.intrahealth.com](https://help.intrahealth.com) or emailing us at [help@intrahealth.com](mailto\:help@intrahealth.com) and a member of our technical operations team will assist you.
|
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
3. Verify that Client ID, Client Secret, FHIR API URL and OAuth2 Token URL are populated.
4. Verify that the Ocean Online Booking checkbox is enabled. If not, enable this by checking the box.
| If **Ocean Online Booking checkbox is grayed out,** or you receive a message "**Ocean Online Booking Not Licensed"**, please contact the Intrahealth Service Desk by opening a ticket at https\://help.intrahealth.com or emailing us at help\@intrahealth.com and a member of our technical operations team will assist you.
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| --------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
*Expected Ocean eMessage Configuration*
## b. Verify Cloud Connect is Enabled and Synchronizing
| *\*Credentials for Cloud Connect are only provided to Profile EMR customers by the Ocean team. Each clinic should verify that Cloud Connect is synchronizing before when troubleshooting. If you need access to this site, please contact *[support@oceanmd.com](mailto\:support@oceanmd.com)*. * |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
*What does it do?*
Cloud Connect is the web platform that is responsible for managing the integration between Ocean Online Portal and Profile EMR and it pulls appointment rule availabilities and expose these availabilities in the Ocean Online Booking link.
Cloud Connect URL: [https://cloudconnect.cognisantmd.com/](https://cloudconnect.cognisantmd.com/)
Username: Username provided by OceanMD
Password: Password provided by OceanMD
| **Example of Synchronizing Cloud Connect**:inlineImage[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/k9BzznjVXeL2fmhRRmE-y_fmf1hrzquywyhbvdgsbpni9mt9msnws7na.png" alt caption} | **Example of Synchronize Issue **:inlineImage[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/bAuMa0trcMAsyhz2o2CUG_xefiah6gjz6rslzot8w00cvfomhysn6lw.png" alt caption} |
| ----------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- | ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------ |
### Fix a Synchronizing Issues
### *Re-configure Cloud Connect Connection to Profile EMR*
###
| *These steps require you to have Preferences / Setup / eMessages role action in Profile EMR. Please contact your EMR Administrator, or contact Intrahealth Support Desk by opening a ticket at *[https://help.intrahealth.com](https://help.intrahealth.com)* or emailing us at *[help@intrahealth.com](mailto\:help@intrahealth.com)*.* |
| ------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------------- |
| *Perform these steps only after all other troubleshooting steps have been attempted.* |
| ------------------------------------------------------------------------------------- |
1. Under FHIR EMR select** Reconfigure EMR**
2. In the Setup EMR Integration window, select **FHIR-Based EMR** and click Next.
::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/PmrOonphOf3DcqrT4o4Wp_w5ytp6fhwfsznh8sy2upegc02ug6ksuqq.png" size="100" isUploading="false" initialPath="assets/_W5YTp6fhWFSzNh8sy2UPEGC02Ug6ksUqQ.png" githubPath="en/Plug-ins or Profile Integration/Ocean MD/Ocean Online Booking/assets/_W5YTp6fhWFSzNh8sy2UPEGC02Ug6ksUqQ.png" position="flex-start" showCaption="false" indent="2"}
3. Using the Ocean eMessage in Profile EMR as a reference, fill the FHIR API URL, CLIENT ID, OAUTH2 TOKEN URL in the Setup EMR Configuration window. Do not change Requested Scopes.
::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/7cf_3BLCcrArGQdpZjMr6_oloozwvvpecup5e7j9xjsygewcxqbaow.png" size="100" isUploading="false" initialPath="assets/oLOozWvVPEcuP5E7j9xJSY_GEWcXqb_AOw.png" githubPath="en/Plug-ins or Profile Integration/Ocean MD/Ocean Online Booking/assets/oLOozWvVPEcuP5E7j9xJSY_GEWcXqb_AOw.png" position="flex-start" showCaption="false" indent="2"}
4. Click Connect to** FHIR EMR** and click **Save and Continue** when completed.
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5. In the Edit Settings window under Sync Appointments for Providers , verify the correct Providers are synchronizing and click **Save**
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### ***a. Example #1 - Cloud Connect not enabled***
***Solution below: Re-configure Cloud Connect Connection to Profile EMR ***
Cloud Connect synchronization issues can be seen from the Online Booking Settings page ([https://ocean.cognisantmd.com/ocean/portal.html#/online-booking/settings/](https://ocean.cognisantmd.com/ocean/portal.html#/online-booking/settings/)) indicated by the missing checkmark under Requirements - Enable Cloud Connect.
::Image[]{src="https://api.qa.archbee.co/api/optimize/zICxj0dnLereb6UUrBA3-/Svt30c5cnwuC2UlfK3il4_3cjkci2hpxk73ynagfnhseahorqnzmta.png" size="55" isUploading="false" initialPath="assets/_3CjkCi2hPxk73Yn_AGFNhSEahORqNZMTA.png" githubPath="en/Plug-ins or Profile Integration/Ocean MD/Ocean Online Booking/assets/_3CjkCi2hPxk73Yn_AGFNhSEahORqNZMTA.png" position="flex-start" showCaption="false"}
### ***b. Example #2 - Cloud Connect synchronization error warning message displayed on the Cloud Connect home page.***
***Solution below: Re-configure Cloud Connect Connection to Profile EMR ***
###
### ***c. Example #3 - Cloud Connect displays "Get Started"***
###
Cloud Connect reverts to "Get Started" unexpectedly:
