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Results Not Reaching the STS

A lab's InteLIS syncs with the STS every 5 minutes. Each sync sends results and lab details up, and brings requests and lists down. When the STS is missing a lab's results, or the lab is missing requests, the fault is almost always on the lab machine.

The lab must already be connected to the STS. If it never was, follow Connect a Lab to the STS first.

Choose the situation that fits, then follow its steps from top to bottom.

Use this first, whatever is missing.

  1. Open a terminal on the lab's InteLIS machine and check the connection settings:

    sudo intelis check

  2. Read the rows STS URL, STS hosts entry, Instance registered and STS token. Fix any row that is not OK, using Messages and fixes below.

  3. Run a full sync now:

    sudo intelis sync-sts

    It gets a token, then exchanges lists, results, requests and remote commands with the STS. The run takes up to a few minutes.

  4. Read the output from top to bottom. Find each message that names an error in Messages and fixes.

    Metadata Synced is printed even when the lists failed. Read the lines above it.

  5. Check that the sync reached the STS. Follow the LIS tab of Check that data reached the STS.

    If a sync by hand works, but nothing syncs on its own

    The scheduler is not running. Follow Check the scheduled tasks are running.

Use this when the sync runs without errors, but results from a period are missing on the STS.

A normal sync sends only results not sent before. A result that the STS lost, or that was sent before the lab was set up correctly, is not sent again on its own.

  1. See what would be sent, without sending anything. Replace vl with the module, and 7 with the number of days to go back:

    sudo -u www-data php /var/www/intelis/app/tasks/remote/results-sender.php vl 7 --dry-run

  2. Check the count of results it would send.

  3. Send them:

    sudo -u www-data php /var/www/intelis/app/tasks/remote/results-sender.php vl 7
    Module names and other forms
    Module Name
    Viral Load vl
    Early Infant Diagnosis eid
    COVID-19 covid19
    Hepatitis hepatitis
    Tuberculosis tb
    CD4 cd4
    Custom Tests generic-tests
    • Leave out the module to send every module.
    • Give a date as YYYY-MM-DD in place of the days, for example 2026-09-01.
    If it prints Another results sync is already running. Exiting.

    The scheduled sync is sending now. Wait 5 minutes, then repeat step 3.

  4. Check that the results arrived. Follow the LIS tab of Check that data reached the STS.

Use this when the STS holds requests for the lab that do not appear in the lab's InteLIS.

  1. Pull the requests again. Replace vl with the module, and 7 with the number of days to go back:

    sudo -u www-data php /var/www/intelis/app/tasks/remote/requests-receiver.php -t vl 7
    To pull the requests of one manifest

    Add -m and the manifest code, and leave out the days:

    sudo -u www-data php /var/www/intelis/app/tasks/remote/requests-receiver.php -t vl -m MANIFEST-CODE

  2. Open the list of requests in InteLIS. Check that the missing requests are there.

    If a request still does not arrive

    The lab refused to save it. On the STS, open ADMIN → Monitoring → Lab Sync Status and select the lab. Requests the Lab Could Not Save gives the reason for each one.

Use this when users, storage or instruments changed on the lab are missing on the STS, and the lab was updated from a version older than 5.7.22.

Older versions reported their lab details as sent even when the STS refused them. The details are not sent again on their own.

  1. Bring the lists down from the STS, ignoring the last sync time:

    sudo -u www-data php /var/www/intelis/app/tasks/remote/sts-metadata-receiver.php -f

  2. Send the lab details up, ignoring the last sync time:

    sudo -u www-data php /var/www/intelis/app/tasks/remote/lab-metadata-sender.php -f

  3. Expect Sync complete. at the end.

The STS administrator can do the same from the STS, with the Metadata resync (force) command of the Remote command plane.

Do not use intelis reset-metadata for this

It empties the facility and lab lists before bringing them down again. Use it only when support asks for it.

Messages and fixes

STS URL: not set, or STS URL is not set, or Testing Lab ID is not set in System Config

The lab is not connected. Follow Connect a Lab to the STS.

This instance is not configured as LIS. Exiting.

The machine is set up as Standalone or as an STS. Only a lab machine syncs. See the Instance Type warning in System Admin Area.

STS hosts entry: /etc/hosts maps ... to ...

A line in /etc/hosts sends the STS address to another server, so nothing reaches the STS.

  1. Open the file:

    sudo nano /etc/hosts

  2. Delete the line that holds the STS host name.

  3. Save with Ctrl+O, then Enter. Close with Ctrl+X.
  4. Run sudo intelis check again.
No internet connectivity while trying remote sync., or Checking connectivity... FAILED

The machine cannot reach the STS. The dot in the page header of InteLIS also shows STS server is unreachable.

  • Open the STS address in a browser on this machine. If it does not load, check the internet connection or the VPN.
  • If the address loads, run sudo intelis check and read the STS URL row. The address saved on the lab may be wrong. Correct it with Connect a Lab to the STS.
HTTP 401, or Unauthorized Access on ... sync, or STS token: no STS token is stored

The STS did not accept the lab's token. The reason follows Unauthorized Access on ... sync:. It is also in the STS's own log.

  1. Get the current token from the STS:

    sudo intelis token

  2. Expect Token generated.

  3. Run sudo intelis sync-sts again.

If the 401 comes back, ask the STS administrator to send Rotate STS token from the Remote command plane. Send them the reason printed after Unauthorized Access.

Instance registered: not registered, but an STS is configured

Setup in the browser was never finished, so the STS cannot tell which lab is syncing. Open /setup/index.php on the lab's address, finish the form, then run sudo intelis check again.

Could not deliver the receipt for ...; it will be sent next run.

Nothing is wrong. The lab saved the requests, and tells the STS on the next sync.

Where the sync logs are

Errors go to /var/www/intelis/var/logs, one file per day, for example 2026-09-22-logfile.log. ADMIN → Monitoring → Log File Viewer shows the same files. Send the newest one when contacting support.