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Troubleshooting Article: System Resolution & Technical Support

This section provides a library of guides designed to help you quickly identify and resolve common technical challenges. By following these structured troubleshooting steps, you can minimize downtime and maintain a seamless workflow for your clinic staff.

1. Initial Diagnostics​

Before escalating an issue, perform these foundational checks to isolate the cause.

  • Connectivity Check: Verify your local internet connection and ensure that your network meets the minimum bandwidth requirements for the platform.
  • Browser Health: Ensure you are using a supported, updated web browser. Clearing your browser cache and cookies often resolves unexpected display or performance glitches.
  • System Status: Check the "Service Status" page in the dashboard to confirm if there is a known service outage or scheduled maintenance affecting your region.

2. Common Error Resolution​

Quick fixes for frequently encountered system messages.

  • Login/Authentication Failures: Ensure your account is not locked due to multiple failed attempts. Verify that your MFA device is correctly synced with the system time.
  • Sync Issues: If clinical data (such as notes or appointments) is not reflecting across different terminals, trigger a manual "Force Sync" in the settings menu.
  • Document/Print Errors: If PDFs or reports fail to generate, check your browser’s pop-up blocker settings and ensure the default printer drivers are correctly configured.

3. Advanced Troubleshooting​

Steps for addressing persistent or complex system behaviors.

  • Role/Permission Conflicts: If a feature is missing or inaccessible, verify that the user’s assigned role has the necessary "View" and "Edit" permissions enabled in the User Management settings.
  • Integration Disconnects: If third-party integrations (e.g., Labs or SMS Gateways) stop functioning, refresh your API tokens or re-authenticate the connection via the Integration Settings module.
  • Performance Lag: If the platform feels slow, identify if high-volume tasks (such as large report exports) are being run simultaneously by other staff members.

4. Reporting Technical Issues​

When internal troubleshooting does not resolve the problem, use these channels to get professional support.

  • Support Ticket Submission: Provide a detailed description, including the exact error code, steps taken to reproduce the issue, and screenshots of the behavior.
  • Diagnostic Log Export: Attach the system diagnostic log to your support ticket; this allows our engineers to pinpoint the exact technical root cause.
  • Urgency Classification: Clearly categorize your ticket as "Critical" (system-wide outage), "High" (impacts patient care), or "Standard" (general inquiry).

Technical Support Resources​

  • Knowledge Base Search: Use the search bar to find archived solutions for similar issues reported by other users.
  • Live Chat Support: Access 24/7 chat support for immediate assistance with critical workflow interruptions.
  • Status Dashboard: Subscribe to real-time updates regarding system uptime and performance metrics.