---
title: Troubleshooting Maia/RDP Connector
description: Check the most common issues and how to troubleshoot them
---

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1. [mAIscribe Knowledge Base](https://help.maiscribe.com.au/?hsLang=en)
2. [Troubleshooting](https://help.maiscribe.com.au/troubleshooting?hsLang=en)

# Troubleshooting Maia/RDP Connector

## Check the most common issues and how to troubleshoot them

### Before you try anything

**[Refer to this article](https://help.maiscribe.com.au/how-to-use-the-emr-sync-tool-with-your-emr?hsLang=en)** for detailed information on Maia’s expected functionality.

### **Case 1**: Login not recognised or Time out

When everything seems to have been working or was set up a long time ago, the system might need to be "refreshed".

- You might see mAIscribe showing "Maia connected" but the Patient data is not detected.
- you might see "RDP disconnected", even if Maia is connected.
- You might see mAIscribe showing "Sync not available".   
  ![](https://help.maiscribe.com.au/hs-fs/hubfs/Screenshot%202025-08-26%20at%2003-04-33-jpg.jpeg?width=230&height=150&name=Screenshot%202025-08-26%20at%2003-04-33-jpg.jpeg)

1. `Close the patient record in your EMR`
2. `Right-Click on the Maia icon in your Windows tray and click EXIT. Repeat the same process with the RDP Connector if you are using it.`  
   **Note:** If you are using a remote desktop, Maia will be in your task tray inside server and RDP Connector on your local desktop.
   
   ![Screenshot 2025-06-27 at 4.39.39 pm](https://help.maiscribe.com.au/hs-fs/hubfs/Screenshot%202025-06-27%20at%204.39.39%20pm.png?width=216&height=93&name=Screenshot%202025-06-27%20at%204.39.39%20pm.png)
3. `Press your Windows key or your start button and type "Maia" to re-open it. Do the same with RDP Connector if using it.`
4. `Refresh your mAIscribe tab and try again.`

If the above doesn't work:

Right-Click on the Maia icon in your Windows tray and logout and the log in again - repeat the same with the RDP connector if you are using it.``

Sometimes the system doesn't recognise the login the first time or Maia can time out if open for too long.

### Case 2: Maia show as Connected, but no data being synced

The installation might be all correct, but Maia is still unable to pick up the data. 

This might be caused by a configuration in BP not showing the Patient's name properly.

To fix this:

1. `Open BP`
2. `Go to Main *Menu* → *Setup* → *Preferences*`
3. `Click on the *General* tab`
4. `In the upper right column, uncheck the box labeled "Add 'BP Premier' to patient window caption"`
5. `Click *OK* to save changes`
6. `Restart Maia (right-click Maia and Exit it) to ensure the changes take effect`
7. `After this change, patient windows will display as "John Smith" instead of "Bp Premier - John Smith", and the correct patient names will be stored for syncing`

### **Case 3**: Maia and RDP Connector being installed in the wrong place.

In this case, you'll need to start the process over:

1. `You'll need to EXIT Maia and/or RDP Connector (it's very important to exit first, before next step)`  
   ![Screenshot 2025-06-16 at 12-42-40-jpg](https://help.maiscribe.com.au/hs-fs/hubfs/Screenshot%202025-06-16%20at%2012-42-40-jpg.jpeg?width=198&height=102&name=Screenshot%202025-06-16%20at%2012-42-40-jpg.jpeg)
2. `Then you'll need to uninstall one or both of the apps. Check here how to uninstall applications on Windowns.`
3. `Reinstall the apps in the correct place - see "Run the installer" section in this article`

Case 4: Old account reactivated or New computer used - Resetting Maia

If you are using an account that was previously set up with Maia in a computer that doesn't have it installed, the "Setup Maia" banner won't appear - but you still need to install it again.

You'll need to reset it.

1. Go into **Settings**, on the left menu
2. Choose "Account Settings" at the top menu
3. Scroll to "Maia Settings"
4. Click "Reset Maia"  - and click Yes.

![Screenshot 2026-01-13 at 15.53.50](https://help.maiscribe.com.au/hs-fs/hubfs/Screenshot%202026-01-13%20at%2015.53.50.jpg?width=670&height=299&name=Screenshot%202026-01-13%20at%2015.53.50.jpg)

This will then bring the option to "Setup Maia" again and you can re-download Maia and the RDP Connector.

*Disclaimer: mAIscribe is not affiliated with, associated with, or endorsed by Best Practice.*

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