Your patient reminder emails are generated by your practice server computer, if they are not being created there is often an issue on your server computer.

Automatic Reminders are not being Created

💡Tip: Before resolving email sending issues, review your email outbox and delete any communications that you no longer require to send. Sending outdated communications may confuse your patients.

1. On your server computer.
2. Check that your computer has an internet connection and resolve this if not.
3. If your server is connected to the internet, open your Server Administrator
   • Stop the Relay (RLY) service.
   • Stop the Framework (FW) service.
   • Stop the Transport (TRANS) service.
   • Once all three services have stopped, start them one by one in the same order.
     💡Tip: For the best results, wait for the previous service indicator to turn green before starting the next service.
4.  Once all three services are operational, with green indicators, wait for 5-10 minutes, then check that your patient reminders are being generated again.

Checking Automatic Reminder Settings

1. Go to Configure - Automatic Appointment Messages.
2. Select the Reminders tab.
3. Confirm your settings are still correct.
   • There should be template names present in the Template column.
     💡 Tip: Take note of the template name and check it is still available for selection in the template selection. If it is not available you will need to recreate the template and add this as your selected template. 
   • Send Message boxes should have some ticks present in them.
     ⚠️ Important: Not all boxes should have ticks, so if some have ticks present, leave this as currently set up.
   • Ensure the send previous reminder to catch up option is ticked for EXACT to generate any reminders that have been missed while the server was 'down'.
   • Click OK to save your changes.

Rebooting the Server

If all of the above fail, you can perform a restart of your server computer.

⚠️ Warning: Restarting your server will lose any unsaved data and kick any logged in users out of EXACT. Ensure all users are logged out before performing any restart.

Additional Information

⚠️ EXACT Support Only: If all of the above fails to resolve the issue, a reindex may be required.