Overview

Most registration form issues come down to assignment rules, reminder setup, delivery method, or the form already being considered complete. Work through the checks below to find where a form is being blocked.

Troubleshooting

• If a patient was expected to receive paperwork but nothing was generated, then check whether the form is actually assigned to the correct appointment types, providers/resources, or locations.

• If the form exists but still doesn't send, then check whether the appointment matches the form's assignment rules — review the form's Edit Assignments setup.

• If the reminder went out but didn't include paperwork, then check the Communication Timeline and make sure Include registration forms? is turned on for that reminder.

• If you assigned the form but it never sent, then remember Assign only adds the form to the patient — staff must use Assign and Send to deliver it immediately.

• If a form won't send through a channel, then check the patient's contact information. SMS needs a usable mobile number and email needs a usable email address.

• If a patient never receives a channel, then check whether they've opted out. An unsubscribed patient won't receive forms through SMS or email.

• If you expected a new form but don't see one, then check the Form Activity Log — the patient may already have it In Progress from an earlier start.

• If the system treats the form as done, then check whether Consider this form complete if it appears in the EHR is on — it may be marking the form complete from existing EHR data.

• If the form won't reassign, then check its timeframe. A form required once, annually, or within another window may not reassign if the patient recently completed it.

• If the form behaves unexpectedly, then confirm the form type. A Post Visit Survey behaves differently from a standard Registration Form.

• If a patient is looking for a sent form that never arrived, then use the Form Activity Log or the patient's Assigned Forms section to confirm whether it was only assigned, sent, opened, or submitted.

• If staff can't print the form, then check that a Paper Version PDF is uploaded. Without it, the form still works digitally but isn't printable from the paper workflow.

• If a paper version's values aren't landing where expected, then review Tag PDF and make sure the patient field tags were placed correctly.

• If a public form isn't working, then check that the Public URL has been generated and the related public form settings are complete.

• If one patient receives a form and another doesn't, then the problem is usually appointment type, provider, or location matching — not the form build itself.

Where to check

• Config > Registration > Forms — confirm the form exists and review assignments.
• Config> Reminders > Communication Timeline — confirm reminders include registration forms.
• Patient Info > Assigned Forms — check whether the form was assigned, sent, or completed.
• Config > Registration > Activity Log — review the full form lifecycle.