Helpful tips and common fixes to resolve integration issues and ensure smooth, reliable use of the Cornerstone system. Kindly see the guidelines below:
Make sure the Product in Instinct exists in Cornerstone with the same PIMS ID; otherwise, sending missed charges may fail.
Make sure you enter the code and quantity exactly as they appear in Instinct.
Do not change the quantity of any synced items on Cornerstone PVL. If changed, Instinct will update the item as a missed charge on the Instinct Invoice and potentially send it to the PVL again.
If using an Omnicell or Cubex drug cabinet, please make sure the quantity matches in Instinct. For example, if the Instinct order says 0.62 mL and you remove it from a drug cart as 0.6 mL, the charges will not sync in Instinct.
Make sure the Dr. initials exist in Cornerstone and match in Instinct; initials are also case-sensitive. Also, doctor’s initials shouldn’t include Emojis because Cornerstone won’t recognize them.
IH Laboratory Orders:
Complete the treatment in Instinct indicating you have the sample for the test (the charge for this test will then be on the Instinct Invoice as a missed charge).
Next, initiate the lab work on your machine, which will add a charge to the Cornerstone PVL.
The PIMS ID and quantity should match, resulting in the missed charge on Instinct syncing with the charge added to the Cornerstone PVL.
Patients are no longer checking in/out and invoice items are not sending/syncing:
This is most likely because IDEXX Sync, the program that connects Cornerstone to Instinct, is not working at your practice. This means that check in/out cannot occur automatically and invoice flags will not be accurate. If you suspect this, please contact your practice administrator or IT team to confirm and fix it.
For new clients and patients:
Create the client account in Instinct.
Add the patient under the client account.
Perform a manual check-in for the patient in Instinct.
For existing clients:
Open the client account in Instinct.
Add the new patient to the existing client.
Check the patient in manually.
You can ask your practice admin or IT team to restart the Datapoint Services on your server, not the server itself; just restart the Datapoint Services. If that doesn’t work, they may need to reach out to IDEXX to get it working.
IDEXX contact information:
7:00 AM – 4:30 PM Central Time on Monday through Friday.
Email: [email protected]
Phone: 888-557-6521.
If Cornerstone is down:
If Cornerstone is not working, you can always manually check in a patient in Instinct to get a treatment sheet built. Once Cornerstone is back online, the check in/out and invoicing will sync up. Visit Check-in and Check-out Patients for more details.
If a new patient arrives when Cornerstone is down, you can create a new patient in Instinct with a temporary patient/account ID. When Cornerstone is back online, you would then check them in as you normally would.
After doing this, you would have two of the same patients in Instinct: 1 with the temporary ID created in Instinct and 1 with the actual ID checked in via Cornerstone. To resolve this, you’d merge these two patients together and reopen the treatment sheet from the temporary ID so you don’t have to create it again. Visit Merge Patients and Reopening a Tx Sheet for more details.
Voiding Charges Entered in Cornerstone:
Charges originating in Cornerstone cannot be manually voided within Instinct.
If you modify or remove a charge in Cornerstone but the update is not reflected in Instinct, use the Force Refresh option in Instinct to sync the latest data from Cornerstone.
Yellow Cornerstone Button and "User Mapping Not Found for Provider" Error:
This error indicates that providers are not linked in the integration. To resolve this and enable appointment syncing and note write-back:
Navigate to Settings (gear icon) → Integrations → Cornerstone.
Complete the Provider Mapping by linking each veterinarian’s ScribbleVet profile to their Cornerstone provider profile.
Once mapping is complete, appointments will sync, and the write-back button will appear on each note.