Troubleshooting
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      2. Troubleshooting

      Troubleshooting Maia/RDP Connector

      Check the most common issues and how to troubleshoot them

      Before you try anything

      Refer to this article 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".
      1. Close the patient record in BP
      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
      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 from BP. 

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

      To fix this:

      1. Open BP Premier
      2. Go toMain *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
      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