Push to PCC: Common Errors and What They Mean
Last updated: June 9, 2026
Use this guide when a referral does not push to PointClickCare as expected, or when the push completes but the resident, documents, diagnoses, or contacts are not where you expected them to be.
Push to PCC errors usually mean one of three things: required information is missing, PointClickCare cannot access the resident record in its current state, or the pushed information needs review inside PointClickCare before it appears in the final chart.
When to use this guide
Use this guide if you see an error during Push to PCC, or if:
The resident does not appear in PointClickCare after the push.
The push turns green in exacare ai, but you cannot find the resident or documents in PCC.
Diagnoses, contacts, allergies, or documents are missing after the push.
The Push to PCC page gets stuck or asks you to reset the push.
You are unsure whether the next step should happen in exacare ai or in PointClickCare.
Before you troubleshoot
Make sure you are checking the correct place in PointClickCare.
Confirm you are in the correct PCC facility.
If the resident was accepted from External Pending, check whether the resident was added to the Waitlist.
If the resident was merged with an existing PCC profile, check the location or status of the existing profile.
For pushed documents, check Admin > Residents > Misc.
If documents, allergies, conditions, or contacts are not visible there, also check the Inbound area in PCC, since some items may require review before they appear in the resident chart.
Common Push to PCC errors
Error or symptom | What it usually means | What to do next |
|---|---|---|
Unable to connect to resident in its current PointClickCare state | PCC cannot access the resident record that the referral is connected to. This can happen if the resident was archived, merged, deleted, restricted, or placed in a special status in PCC. | If you merged with an existing resident, reset the push and try pushing as a new resident instead. If the error continues, contact exacare ai support. |
Checking resident connection keeps loading | exacare ai is trying to confirm the resident connection in PCC, but the PCC record may be inaccessible. | Refresh the page once. If it still hangs, contact support with the resident name, facility, and screenshot. |
Resident not found or resident does not exist in PCC | The resident may have been deleted, may be in another PCC location, or may not be visible to the facility you are checking. | Confirm the correct PCC facility and search by alternate name spelling. If needed, reset and re-push the referral. |
Push turns green, but the resident is not visible in PCC | The first step may have completed, but the resident may be in External Pending, Waitlist, or another PCC resident list depending on how the profile was accepted. | Check External Pending, the Waitlist, and the resident list in the correct facility. |
Push turns green, but documents are not visible | Documents may be in Misc, held in Inbound, assigned to a different document folder, or controlled by your organization’s PCC setup. | Check Admin > Residents > Misc and the Inbound tab on the Clinical page. If the documents are not in either place, contact PCC support or exacare ai support with details. |
Diagnoses are missing from the PCC push | exacare ai only pushes diagnoses when the referral includes an associated ICD-10 code. Diagnoses without ICD-10 codes are not pushed so unverified information is not added to PCC. | Manually add the diagnosis in PCC if needed, or confirm whether the ICD-10 code exists in the referral packet. |
Contact relationship error or invalid relationship field | PCC may not accept the relationship value from the referral, such as a relationship label that does not exist in your PCC setup. | Edit the contact relationship in exacare ai before pushing again. If there is no exact match, select the closest valid PCC option, such as Other. |
Internal Server Error, error saving details, or another technical error | Something failed during the push. The issue may be temporary, related to PCC availability, or caused by a field PCC rejected. | Do not keep retrying many times. Take a screenshot and contact exacare ai support with the referral, facility, step, and error text. |
value.trim is not a function or another code-like error | This is a technical error, not something you can usually fix by changing referral information. | Send the full error message and screenshot to exacare ai support. |
What to try first
Confirm you are in the correct PCC facility.
Check the location where the pushed item should appear:
Resident profile: External Pending, Waitlist, or resident list
Documents: Admin > Residents > Misc
Allergies and diagnoses: Clinical > Residents, then Med Diag or Allergy
Items awaiting review: Inbound area in PCC
If the error points to a specific field, click View in exacare ai if available, update the highlighted field, and push again.
If the resident was merged with an existing PCC profile and the push fails, try resetting the push and creating a new resident instead of merging.
If the same error appears again, stop retrying and contact support.
When to contact exacare ai support
Contact exacare ai support if:
The same error appears after you correct the field shown in exacare ai.
The push is stuck on Checking resident connection.
You reset the push, but the same resident state error returns.
exacare ai shows a successful push, but the resident or documents still cannot be found after checking the expected PCC locations.
The error message looks technical or does not tell you which field to fix.
Include this information when you contact support:
Facility name
Resident or referral name
The step where the push failed
The exact error message
Screenshot of the error
Whether you were creating a new resident or merging with an existing PCC resident
Where you checked in PCC after the push
Expected result
After the issue is corrected, you should be able to complete the Push to PCC workflow and find the pushed information in PointClickCare.
Depending on what was pushed, the information may appear in the resident profile, Misc, Med Diag, Allergy, External Pending, Waitlist, or an Inbound review area in PCC.