NaviaCAIR
Step-by-step guide

Connecting a patient portal — and what to do if it won't connect

Connecting your provider's portal lets your records come across on their own, instead of being downloaded and uploaded by hand. NaviaCAIR connects to Epic / MyChart and Oracle Health (formerly Cerner), and the steps are the same for both. Once you've approved the share, the import runs in the background — you don't have to sit and watch it. If the connection fails, it's usually one of a handful of causes, and if the reason is that your health system hasn't enabled NaviaCAIR yet, you can request it in a couple of taps without leaving the app.

Where: app.naviacair.com You'll need: your portal sign-in Time: a few minutes

We never see your portal password

You sign in on your hospital or clinic's own site, not in NaviaCAIR. They then ask whether you want to share your record with us, and you choose what to share and for how long. Your portal password never passes through NaviaCAIR, and you can disconnect at any time.

A portal you connect to your own record stays private to your account, along with everything it imports. Connecting one doesn't share it with your care team — that's a separate decision you make yourself, covered in sharing and caregiver privacy.

1

Find your health system

On Connect a provider, search for the hospital, clinic, or health system that holds your records — the name on your bill or your appointment letter, not the name of the app you sign in to. One search box covers both directories at once, and each result is tagged with the platform it runs on, so you don't need to know in advance whether yours is Epic or Oracle.

Connect a provider

mercy
Mercy Regional Medical Center
Springfield, MO
Epic / MyChart
Mercy Health Partners
Toledo, OH
Oracle Health
Show more results

Search by name and you'll get the best matches first, wherever they come from — the two directories are ranked together rather than one after the other. Searching for the platform instead ("mychart", "cerner") does work, but it matches every provider on that platform, so anything you can recognise by name will be a long way down the list.

Show more results appears when there are further Oracle Health matches to load — worth a tap before you conclude yours isn't there. If nothing comes up, try the shorter version of the name (many are listed as, say, "Mercy" rather than "Mercy Regional Medical Center"), or search your city. If it's still not there, go straight to requesting it — that's built into this same screen.

2

Choose where it lands, and how much to mask

Your chosen provider sits at the top with Change beside it if you picked the wrong one. The two settings below it are the same whether you're connecting Epic or Oracle Health.

Add to care event decides where the imported records sit — start a new care event, or add them to one you're already building.

Privacy before AI analysis decides how much is masked before anything is analysed: Keep all, Hide names, Hide names & dates, or Hide all identifiers. Keeping everything gives the clearest summaries, since dates are what put a story in order; masking more trades some of that for extra distance.

Connect a provider

New Life Clinic Epic / MyChart Change
Add to care event
New — “My Health Record”
Privacy before AI analysis
Keep all Hide names Hide names & dates Hide all identifiers
Connect securely

You'll sign in to your provider's portal. NaviaCAIR never sees your portal password.

Can't find your provider, or it won't connect? Request it and we'll work on enabling it.

Requesting: New Life Clinic

Optional note (e.g. your MyChart region or city)
+ Request this provider
3

Connect securely and sign in on your provider's site

Choose Connect securely and you'll be handed over to your health system's own portal. Use the same username and password you'd use to check results or message your doctor — not your NaviaCAIR password. If they send a verification code, you'll be asked for it here, as usual. Then they'll ask whether you want to share your record with NaviaCAIR, and you say yes there.

Before you type anything, check the address bar shows your provider's own domain. That hand-off is the point: your credentials go to them, never to us.

4

Come back — the import runs in the background

You land back in NaviaCAIR straight away, with a message at the top of the screen confirming the connection: "Connected — importing your record now. Large records can take a few minutes; you can leave this page and come back." That's the part worth taking literally. The import is not waiting on you. Navigate away, close the tab, come back tomorrow — it carries on regardless, and the record lands in a care event when it's done.

Your portal appears under Connected with a status beside it that updates on its own. There are four you might see:

Connected

Mercy Health Partners Importing…
New Life Clinic Connected
Riverside Family Medicine Import failed
Lakeshore Orthopedics Connected · no records imported
  • Importing… — still working. Nothing for you to do; the status changes by itself when it finishes.
  • Connected — done, and your records are in.
  • Import failed — the link held but the transfer didn't. Use Re-sync to try again; it usually works second time.
  • Connected · no records imported — the connection is fine, but nothing came across. Most often this is your monthly record limit: the app will say so, and Re-sync once the quota resets will bring the record in.

Each connected portal carries its own controls: View record shows what came across without leaving the screen, Re-sync pulls in whatever is new since last time, and Disconnect ends the link — it asks you to Confirm disconnect first, so a mis-tap can't cut you off from your own records.

Seeing zeros next to some categories is normal — not every provider shares every category. What's listed as 0 is a category your health system didn't send, not a category we dropped.

If you land on an “OAuth2 Error” page

If the hand-off ends on a page like this one — a plain Epic page reading OAuth2 Error, "Something went wrong trying to authorize the client" — it almost always means one thing: your health system hasn't switched NaviaCAIR on yet.

Oracle Health has its own version of this. It's worded differently and carries Cerner's branding rather than Epic's, but it's the same refusal for the same reason, and everything below applies to it unchanged. The tell is that you never reached a sign-in box: if the portal never asked for your username, it stopped before it got as far as caring who you are.

OAuth2 Error

Something went wrong trying to authorize the client. Please try logging in again.

© Epic Systems Corporation

Read it literally and it sounds like you did something wrong. You didn't. "The client" is NaviaCAIR, not you — the portal is saying it doesn't yet recognise us as an app it will release records to. Nothing is wrong with your username or password, and logging in again won't change the answer, because enabling it is a step on your provider's side.

What to do: close that page and go back to Connect a provider in NaviaCAIR. At the bottom of that screen — below the divider, under Connect securely — is the part that covers exactly this. It even says so: "Can't find your provider, or it won't connect?"

Can't find your provider, or it won't connect? Request it and we'll work on enabling it.

Requesting: New Life Clinic

Optional note (e.g. your MyChart region or city)
+ Request this provider

Leave your provider in the search box so the Requesting: line names the right one, add your MyChart region or city in the note, and choose + Request this provider. That's the whole request — there's nothing to email us.

If you come back and the connection didn't confirm

Between approving the share at your portal and the portal appearing in your Connected list, there's a brief confirmation step. Usually you never see it. When it doesn't complete you'll get one of these messages, each with a Try again button:

  • "Connection cancelled — no access was granted." The approval was stopped before it finished, so nothing was shared. Start again from Connect a provider.
  • "Sign in to finish confirming your connection…" Your NaviaCAIR session ended while you were away at your portal. Sign in again, then reconnect from this screen.
  • "This connection confirmation has expired or was already used." That confirmation is single-use and short-lived — opening the return link twice, or leaving it sitting for a while, uses it up.
  • "We could not confirm the connection right now." A temporary fault at our end rather than anything you did.

For the last two, check your Connected list before you redo anything. The confirmation failing doesn't always mean the connection failed — quite often the portal is already there and importing, and reconnecting would only duplicate it. Both messages say as much: "if it is missing, reconnect." If it's listed, you're done.

If sign-in fails, start here

  • An “OAuth2 Error” page. Not your credentials — your provider hasn't enabled NaviaCAIR yet. See above, then request the provider.
  • "Invalid username or password." The portal is checking these, not us — so try signing in at your provider's own website in a separate tab. If it fails there too, use their "forgot password" link and try NaviaCAIR again afterwards.
  • Two accounts, one person. If you've been seen at more than one health system, it's easy to reach for the wrong sign-in. Each provider is connected separately, with its own credentials.
  • A code you never received. If your portal texts or emails a verification code, it has to arrive before the connection window times out. Request a fresh one and finish the sign-in promptly.
  • It signed in, then stopped. Some portals are down for maintenance overnight or at weekends. Leave it an hour and try again before assuming it's broken.
  • It worked before and now doesn't. Portals expire access periodically, and a password change at your provider ends it too. Reconnect from the same screen — you won't lose anything already imported.
  • It says Import failed. The sign-in worked; the transfer didn't. Re-sync is the fix, and usually works on the second attempt. If it fails repeatedly, tell us which provider and we'll look.
  • It's been Importing… for a long time. Large records genuinely take a few minutes, and the import doesn't need the page open — leave it and come back. If it's still going much later, Re-sync to restart it.
  • Nothing came across. The link can succeed while the record stays empty if your provider shares nothing in those categories, or if you've hit your monthly record limit — the app says which. Try Re-sync once (after your quota resets, if that's the cause); if it's still empty, tell us and we'll look.

Requesting a provider — from inside the app

You don't need to write to us: the request lives on the same Connect a provider screen. Use it whether your health system isn't listed at all, or it's listed and the connection ends in the error above. Which portals we enable next is driven largely by what people ask for, so a request genuinely counts.

  • Type or select your provider first. Whatever is in the search box becomes the request — the screen confirms it back to you as Requesting: your provider.
  • Add the optional note. It asks for your MyChart region or city, and that's the single most useful thing you can give us: large systems run several instances, and the region tells us which one you're actually on.
  • Choose + Request this provider. That's it — it's logged against your account, so we know who to tell when it's live.

If you'd rather write, or you can't get into NaviaCAIR at all, email contact@naviacair.com with these instead:

Health system: the full name, as it appears on your bill or letters Location: city and state (and MyChart region, if you know it) Portal address: the web address you normally sign in at Portal type, if you know it: MyChart / Epic, Oracle Health, MEDITECH, athenahealth, other What happened: not listed, or the exact wording of the error When: roughly when you tried

Please don't send screenshots that show your password, and there's no need to send us any medical detail to make the request.

What happens next

  • We'll confirm we've got it, and tell you whether your provider is one we can add soon or one that needs a longer piece of work.
  • Adding a health system depends partly on them — some portals require an approval process on their side, so we can't always promise a date.
  • When your provider does become connectable, we'll let you know.

In the meantime, nothing has to wait

You can still build your care story by hand: upload PDFs, discharge papers, scans of printed results, and your own notes. Most portals also let you download your record as a document, which you can then upload to NaviaCAIR. Anything you add manually sits alongside imported records — and if we connect your provider later, it all lands in the same place.

Still stuck? Get in touch and we'll work it out with you.