Troubleshooting by role
The problems each role group runs into most often, why they happen, and how to fix them.
Most "missing button" problems come down to one of three things: your role (what you are allowed to do), your company type (hospital or diagnostic centre), or the state of the record (for example an order that is already finished). Your role is shown under your name at the top of the More sheet and in My account. To change it, ask a manager to edit you under More → Employees. See Permissions matrix.
Everyone
| Problem | Why | Fix |
|---|---|---|
| This company account is suspended or …subscription has expired at sign-in | The platform owner suspended the company or the plan ended | Your administrator contacts the platform owner. See Platform owner |
| A signature question shows "…": type your name and sign in the box. | A signature needs both the typed Full name and a drawing in the box | Type your name, draw in the box, then tap Submit inspection again. Clear starts the drawing over |
| Accept the attestation statement to submit. | The checklist has an attestation statement | Tick the box above Submit inspection. Your name and the time are stamped on the report |
| "…" is required. | A required answer is empty (on a wizard checklist: Some answers are missing: go back to fix them.) | Fill in the questions marked with a red asterisk |
| Answers lost when signal dropped | Offline answers are kept on the device and saved as a draft when you reconnect. They are not submitted for you | Keep the checklist open until the yellow You're offline banner disappears, check the answers, then tap Submit inspection |
| This checklist is assigned to someone else. | Only the assignee can run a task | Ask a manager to reassign it |
| This task was overridden by a manager. | A manager overrode it, or the test order it belonged to was rejected or cancelled | Nothing to do. A manager can see the reason in Override Histories |
| No email for new tasks or alerts | Outgoing email has not been set up for your installation yet, or you switched off Email me alerts in My account | Ask your IT administrator to set up outgoing email. Check spam and the Email me alerts box. In-app and push alerts always stay on |
| No push notifications | Push is not enabled on this device | More → Push notifications → Enable. On iPhone, add the app to the Home Screen first. See Push notifications |
Lab and imaging roles
(Lab manager, pathologist, lab technician, phlebotomist, radiologist, radiographer)
| Problem | Why | Fix |
|---|---|---|
| Mark as verified is missing; the page says waiting for a pathologist / lab manager (or a radiologist) | Verification needs Pathologist or Lab manager / chief pathologist for lab orders, and Radiologist for imaging | Hand it to the right person. A lab manager cannot verify imaging |
| Only a pathologist / lab manager can verify this report. | Same rule, reached from an old page | As above |
| Record who was notified of the critical result before verifying. | The order is flagged critical without a logged call | Open Flag critical value, fill in Notified to (name, role) and tap Save critical value call. See Critical value workflow |
| Flag critical value is not on the order | Your role cannot report (phlebotomist, radiographer, front office), or the lab order is still before Processing | Move the order to Processing first, or ask a technician or pathologist |
| Your role cannot do this step. | The next step needs another capability (for example a radiologist tapping Scan done) | See the step table in Lab test order workflow or Imaging study workflow |
| Cancel on an imaging order says Your role cannot do this. | Cancelling needs the register capability. Radiologists and pathologists do not have it | Ask the radiographer or the front desk |
| Pathologist sees only a Reason box, no cancel option | Pathologists can reject but not cancel | Ask the front desk to cancel |
| Imaging orders are cancelled, not rejected. | Imaging has no sample | Use Cancel |
| Order is already finished. | Verified or delivered orders cannot be rejected or cancelled | Register a new order if a repeat is needed |
| Sample label QR will not scan | Camera scanning needs HTTPS (or localhost) and a browser with QR support. A smudged or tiny print won't read. A label printed from another address (for example a test server) points there. A label from another company opens nothing | Type the code in Enter tag and tap Open, or search the accession number on Diagnostics. Typing the accession number in the scan box does not work: it looks for equipment. Reprint with Sample label from your real app address |
| Scanning opens a 404 page | You are signed in to a different company, or your role has no Diagnostics access | Sign in with your own account |
| An order shows TAT breached | It was not verified within STAT 1 h, Urgent 4 h or Routine 24 h of registration | Verify it as soon as possible. Correct a wrong priority with Edit, which recalculates the due time from registration |
| No TAT breach alerts arrive | The background scheduler is not running | Ask your IT administrator to check the background scheduler |
| No checklist attached to a new order | No published checklist named exactly Sample Collection Checklist / Imaging Safety Screening | A manager installs it from Template library and publishes it. Use Add checklist meanwhile |
| No Diagnostics tab | Diagnostics exists only for Hospital and Diagnostic centre companies, and only for roles that can see orders | Ask the administrator to check the company type and your role |
Ward and clinical roles
(Doctor, nurse, nursing superintendent, pharmacist, front office)
| Problem | Why | Fix |
|---|---|---|
| Cannot see Patients, or a patient link gives 404 / 403 | Patients exist only in Hospital companies, and only for roles with patient access. Lab, imaging, biomedical and housekeeping roles never see them | Diagnostic centres use Diagnostics instead. Otherwise ask for the correct role |
| Cannot admit or discharge | Admitting needs patient-management rights (doctor, nursing superintendent, front office, full-access roles). Nurses and pharmacists can view only | Ask a doctor or the front desk. See Patient stay |
| Fourth tab is Patients, not Diagnostics | Hospital clinical roles get Patients as their fourth tab | Open More → Diagnostics (pharmacists have no Diagnostics access) |
Managers and quality
(Administrator, medical director, quality manager, head of department, lab manager)
| Problem | Why | Fix |
|---|---|---|
| A checklist is not in the + Assign list | Only Published checklists can be assigned | Open it in Checklists, tick Published, then Save |
| The next recurring task did not appear | The next task is created only when the current one is completed | Complete or override the current one |
| Nothing in Approvals | Require manager approval of completed inspections is off on that checklist | Turn it on in the builder |
| Cannot add an employee: Your plan allows … users | The seat limit is reached | Deactivate leavers, or ask the platform owner to raise the limit |
| No Administrator in the role list | Administrators are created by the platform owner | Ask the platform owner |
| Weekly report not arriving | Send is Off, Recipients is empty, outgoing email is not set up, or the background scheduler is not running | Fix in Settings → Email reports and test with Email the report now; for the last two, ask your IT administrator |
Biomedical and housekeeping
| Problem | Why | Fix |
|---|---|---|
| No Maintenance schedules or Consumables & spares | These need equipment rights (biomedical engineer, lab manager, full-access roles) | Ask for the right role. See Equipment breakdown |
| Housekeeping sees only tasks | Housekeeping has no clinical or equipment rights by design | Run assigned checklists from Tasks or by scanning a location QR |
Still stuck? Read the help-center Troubleshooting and FAQ, and tell your administrator what you tapped and what you saw. A screenshot helps.
Need a single task? Try the help center. Printing the manual? Use the printable version.