Once the Sandata EVV integration is configured, shifts with EVV-required services should automatically sync to Sandata. However, certain issues may prevent a visit from syncing successfully.
The Giv Dashboard provides several tools to help investigate these issues, including the EVV Error Logs report and the EVV Logs available within each client's profile. These resources can help identify failed attempts, review error messages, and determine what needs to be corrected.
Important: Not every missing visit will appear in the EVV logs. A visit that never attempted to sync may not generate an error or log entry. Always verify directly in Sandata when investigating a missing visit.
This article explains how to:
Identify a missing visit or failed sync
Determine why the visit failed to sync and make the corrections
Resync the visit
Confirm the visit synced to Sandata
For a detailed breakdown of common sync failures and their solutions, see Common Reasons Visits Fail to Sync to Sandata.
Step 1: Identify the Missing or Failed Visit
You may first notice an issue in one of three places. Find the section below that best matches what you're experiencing.
Option A: The Visit Is Missing from Sandata and the EVV Logs
If a visit is missing from both Sandata and the EVV logs, it may not have attempted to sync, or the sync error may not have been captured in the logs. Regardless of the cause, follow the troubleshooting process below to investigate and resolve the issue.
Locate the shift through Calendar or Shifts
Attempt to resync the visit (see Step 3: Resync the Visit)
Check Sandata to see whether the visit appears
If the visit is still missing, proceed to Step 2: Determine Why the Visit Failed
Important: A visit missing from the EVV Error Logs report does not necessarily mean it synced successfully. Always verify the visit directly in Sandata before considering the issue resolved.
Option B: The Visit Appears in the EVV Error Logs Report
The EVV Error Logs report provides a record of sync attempts that encountered errors. Reviewing this report can help identify why a visit failed to sync.
To access the report:
Click Reports in the left menu
Select EVV Error Logs from the slide-out menu
The report includes the following information:
Action: The action associated with the sync attempt
Client: The client associated with the visit
Shift ID: A link to the corresponding shift
Time of Shift: The date and time of the visit
Error: The error message returned during the sync attempt
To investigate the error:
Find the entry in the report
Review the Error column to identify the issue
If additional information is needed, click Details to view the full error message
Proceed to Step 2: Determine Why the Visit Failed
After making the necessary corrections, proceed to Step 3: Resync the Visit
Tip: The Shift ID is a hyperlink that allows you to open the associated shift directly from the report.
Option C: The Client's EVV Logs Show a Failed Status
Each client's profile includes an EVV Logs section that displays EVV activity and the sync status of their visits.
To access the logs:
Click Clients in the left menu
Find and select the client
Click EVV Logs in the slide-out menu
The EVV Logs include:
Name: The client name
Activity: The type of sync attempt
Status: Indicates whether the activity was Failed or Success
Details: Additional information about the activity, including error messages
Record ID: The billing ID associated with the record
To investigate the error:
Find the visit in the log
Click the entry to view the full details
Scroll to the bottom of the details to locate the Error Message
Review the message, then proceed to Step 2: Determine Why the Visit Failed to determine the appropriate correction
Make the necessary corrections
After making the necessary corrections, proceed to Step 3: Resync the Visit
The error message may identify a specific issue with the client, caregiver, payer, service code, or visit information.
Step 2: Determine Why the Visit Failed
Depending on whether an error appears in the EVV logs, the process for identifying the cause of the sync failure may differ. After locating the missing visit and reviewing any available error messages, investigate the client and caregiver profiles, budget, payer, service code, and visit details to identify and correct any issues preventing the visit from syncing.
Once the necessary corrections have been made, proceed to Step 3: Resync the Visit.
If the Visit Has an Error Message
Review the error message in the EVV Error Logs report or the client's EVV Logs. The error message should point to the specific issue and help you determine what needs to be corrected.
The following table lists common Sandata sync errors and their corresponding resolutions.
Error Message | Resolution |
Total visit time cannot exceed 24 hours | Split the visit into increments of less than 24 hours |
The PayerID cannot be null | Go to the client's budget and add the appropriate payer |
The PayerID format is incorrect | Go to the payer and correct the name |
The Payer is invalid | Go to the payer and correct the name |
The ProcedureCode value must be one of the valid values | Go to the service code and add or correct the program code |
The PayerProgram provided is invalid | Go to the service code and add or correct the program code |
Request failed with status code 401 | Attempt to resync the visit |
See Common Reasons Visits Fail to Sync to Sandata for additional information on how to resolve these issues.
If the Visit Has No Error Message or Does Not Appear in the Logs
If a visit is missing from Sandata and does not appear in either set of logs, it may not have attempted to sync. In some cases, a sync error may also occur without being captured in the logs.
You can attempt to resync the visit as a first troubleshooting step. Sometimes a resync alone resolves the issue or triggers a new sync attempt that produces an error message you can use to investigate further.
If the visit still does not appear, work through the following checklist to identify potential issues. For additional information and instructions, see Common Reasons Visits Fail to Sync to Sandata.
The client or caregiver has not successfully synced to EVV: Both the client and caregiver must successfully sync to Sandata before their visits can automatically sync.
The service code is not configured for EVV: Verify that the service associated with the shift is marked as EVV-required and configured correctly.
The payer on the client's budget is incorrect: Confirm that the budget is associated with the correct payer and that the payer information is valid.
The visit is missing ending longitude or latitude coordinates: Verify that the visit includes the required ending coordinates.
The visit exceeds 24 hours: Sandata does not accept a single visit lasting 24 hours or longer. Split the visit into increments of less than 24 hours.
Step 3: Resync the Visit
After correcting an issue with the client, caregiver, budget, service code, or visit, you must resync the visit to send the updated information to Sandata.
Tip: You can also resync as a first troubleshooting step, before investigating the cause. Sometimes a resync alone resolves the problem, or it triggers a sync attempt that produces an error message to work from.
To resync a visit:
Find and select the shift through Calendar or Shifts
Click the Billing card
Click Edit
Click Continue
In the EVV shift section, click the calendar icon next to the shift's start time
Change the start time by one minute
Change the start time back to its original value
Click outside of the calendar
Click Save
Changing the start time and then returning it to its original value triggers the visit to sync again without changing the actual shift time.
Important: Make sure the start time is returned to its original value before saving.
Step 4: Confirm the Visit Synced
After saving, refresh the page and review the available logs to check the sync status. Whenever possible, verify directly in Sandata that the visit was successfully received.
If the visit still does not appear in Sandata, review the error message in the EVV logs to determine what additional corrections may be needed. Repeat Steps 2 and 3 as necessary.
Note: A visit disappearing from the EVV Error Logs report does not, by itself, confirm that it was successfully received by Sandata. Always check Sandata directly when possible.
When to Contact Giv Support
You can contact Giv Support at any time if you have questions or need assistance troubleshooting an EVV sync issue. Our team is happy to help investigate, even if you haven't completed all the troubleshooting steps outlined in this article.
When submitting a support request, include the following information whenever possible:
Client name
Caregiver name
Shift ID
Date of shift
Error message from the EVV Logs or EVV Error Logs report (if applicable)
Any troubleshooting steps you've already completed
Providing these details will help our team investigate the issue more efficiently.
Note: The Shift ID is the number displayed at the end of the URL when a shift is open. For example, in the URL https://dashboard.giv.plus/app/shift-report/4640, the Shift ID is 4640.