If Hero can no longer connect to your EMIS Web system, resetting the Hero API password in EMAS Manager and sending it to Hero usually fixes it. It takes about 5 minutes. Hero connects to EMIS through a dedicated API user (usually shown as "User, Hero" with a username like Herouser). Nobody logs in as this user; it only exists so Hero can read appointment slots and write bookings to EMIS.
You may need to update the password if:
• Hero Support has told you your EMIS connection is failing
• appointments have stopped showing in Hero, or bookings are not reaching EMIS
• someone at the practice has changed, deactivated or locked the Hero API user
• EMIS has applied an update and the connection stopped working afterwards Before you start.
Access to EMAS Manager. You need the RBAC activity B0062 Local System Administration in your role profile. If you can't open EMAS Manager, ask your EMIS administrator to add it through Organisation Configuration.
The Hero API user's name. It usually shows as "User, Hero" with a username like Herouser, Herouser2 or similar. If you have more than one, ask Hero Support which one is linked to your practice.
A secure way to share the new password with Hero. You will need to send it to Hero Support once it is set (see "After updating" below).
Deactivate and reactivate Hero Health
In EMIS Web, click the EMIS logo (top left), hover over System Tools, then open EMAS Manager.
Click Partner API (bottom left) and select Hero Health from the list of partner products.
Click Deactivate in the top ribbon.
Click Activate Application (it may say Reactivate Application).
Check that Hero Health now has a green tick, with green ticks against the API calls.
Set a new API password
With Hero Health still selected, click Edit Users in the ribbon.
Find the Hero API user (usually "User, Hero", username like Herouser).
Tick the box next to that user. EMIS will ask you to enter a password. If it doesn't, click Change Password with the user selected.
Enter the new password. This becomes the new Hero API password.
Write it down straight away. EMIS won't show it to you again.
Check login access
Click Login Access in the ribbon (next to Edit Users).
Find the same Hero API user.
Make sure both Allow Login and Auto Login are ticked.
Click OK.
After updating: send the new details to Hero Hero can't reconnect until we have the new password, so let Hero Support know as soon as you've changed it.
Please include:
• your practice name and EMIS CDB (organisation ID)
• the Hero API username (for example Herouser)
• the new API password
Once we've updated your connection, your appointment availability should start pulling through to Hero again shortly. We'll confirm when it's working.
I can't open EMAS Manager. - Your role profile needs RBAC activity B0062 Local System Administration. Ask your EMIS administrator to add it.
Hero Health doesn't have a green tick after reactivating. - Select Hero Health again and click Activate Application. If it still won't activate, contact Hero Support.
I can't find the Hero API user in Edit Users. The user may have been deleted or renamed. Contact Hero Support: we may ask you to create a new Hero user and send us the new username and password.
What role should the Hero API user have? Practice Manager (SJR004). EMIS restricts several API features, including appointment and slot management, to this role. Lower roles can cause bookings that look successful to the patient but never reach EMIS.
The connection still isn't working after I sent the new password. Check the user is still ticked in Edit Users, and that Allow Login and Auto Login are both ticked in Login Access. If it still fails, Hero Support may ask you to create a brand new API user, which EMIS recommends when an existing one stops working.
