Troubleshooting and FAQ

Quick fixes for the most common problems.

I cannot sign in

• Check your email and password; use Forgot password? if needed.
• A message about your company or account means it is suspended, expired or deactivated. Contact your administrator.

I cannot assign a checklist

Only published checklists can be assigned. Open it in the builder and turn on Published. The due date must also be in the future.

A question I expected is missing

It may be hidden by conditional logic and will appear when the earlier answer matches.

My answers did not save

Keep the inspection open until the offline banner disappears and you are back online, then complete it again if needed.

I cannot add another employee

Your plan's seat limit is reached. Deactivate someone you no longer need, or ask your administrator to increase the limit.

A recurring task did not create the next one

The next task is created when the current one is completed. For care plans, it also stops when the patient has been discharged.

I do not see Patients, or I get 403

Patients is only available to hospitals, and only to roles with patient access. Lab, imaging, biomedical and housekeeping roles do not see patients, and opening a patient link shows 403. Diagnostic centres use Diagnostics instead. See Roles and what each can do.

I cannot verify a report

Only a Pathologist or Lab manager / chief pathologist can verify lab reports, and only a Radiologist imaging reports (full-access roles can verify both). A critical order also needs who was notified recorded first. See Turnaround time and critical values.

I cannot submit: the attestation box is red

Tick the attestation statement above Submit inspection. See Signatures and attestation.

Email reports or alerts do not arrive

Check Recipients in Settings → Email reports, tap Email the report now, and look in spam. Your server administrator must configure mail (the default log mailer only writes to a file). See Email reports and alerts.

Scan on a barcode question says the browser cannot read barcodes

Some browsers (for example Safari) cannot read barcodes from photos. Type the code in the box instead.

No checklist was attached to a new test order

The Sample Collection Checklist or Imaging Safety Screening must be installed and published with its exact name. See Protocol checklists.

An order shows TAT breached

It was not verified within its target (STAT 1 hour, Urgent 4 hours, Routine 24 hours). See Turnaround time.

Scanning a sample label does nothing

Make sure you are signed in to the same company and the label is not smudged. You can always search the accession number on the Diagnostics screen.

No notifications on my phone

See Push notifications.

Something else

Tell your administrator what you were doing and what you saw. Screenshots help.