Troubleshooting

Solutions to common problems.

Troubleshooting #

1. Why can I not login? #

In case you cannot login, click on “Forgotten password” to set a new one. Also, verify you have completed the registration.

2. Why are the comorbidity tabs disabled? #

The comorbidity-specific tabs can be activated by ticking the comorbidities in Medical History.

Also a shortcut is featured to select the conditions:

1. Click on the orange button at the lower right corner of the tab
2. A tab appears. Tick the conditions and click on ACCEPT.

3. Why can i not activate the Cardiovascular tab? #

Click on the orange button in the lower right corner of the Medical History tab. A form opens, select “Cardiovascular”, then click on ACCEPT.

4. Why is the patient not notified about medication timing? #

Please check you have correctly inserted the days and time frames for the patient to take his medications.

5. Why do I see the No Info alert for a patient in the Tech Support page? #

Please check the following items:

1. The patient has turned on the Internet connection;
2. The IMEI in the App settings is correct
3. The IMEI in the App settings corresponds to the one you enter in the dashboard.

6. Why can I not insert a patient’s birth date in the record? #

The birthdate of a patient is saved in the following format: YYYY-MM in the Overview tab, for instance if a patient was born on October 1, 1958, you can either:

1. Select 1958 and October from the calendar OR
2. Type 1958-10.

7. Why am I seeing the No Info alert in a patient’s Tech support tab? #

The No Info alert is visualized when a patient has not yet taken any measurements, or his/her device kit is not connected to the internet. In order to solve this issue, check the following with the patient:

1. The patient’s ID and IMEI of the smartphone are correct in the app
2. Internet connection is active on the smartphone
3. The patient can take measurements