Visit Shows as Missed or In-Progress in Office, but Completed in Care Champ App
Common Cause
This usually happens when the aide's device has weak or no cellular signal at the time of clock-in or out. The visit will not sync to Barnestorm Office until a stable connection is available.
Automatic Sync Attempts
Between 9:00 AM and 5:00 PM, the EVV system runs a sync cleanup every 30 minutes to push through any delayed visits. Wait until the user has a stable connection before attempting the following.
What to Do: Single Visit or One Aide/Patient
If the issue only affects one visit (or multiple visits for the same patient or aide):
- Have the aide open the visit in the Care Champ app and tap the visit and tap Resend.
- Do not complete the visit manually in Barnestorm Office.
- It will attempt to resend the visit immediately.
- If the resend fails, then the visit will be placed into a sync folder to process again later.
- If Resend is tapped after 5:00 PM, the visit may not show in Office until the next day.
If the Issue Affects All Visits
If all aides' visits are missing or in-progress during the same timeframe:
Contact Barnestorm support to investigate a possible system-wide issue.