Troubleshooting

Solutions to common issues and problems.

Login Issues

Cannot log in

Symptoms: Login fails with “Invalid credentials” error

Solutions:

1. Verify your username/email is correct
2. Check if Caps Lock is enabled
3. Try resetting your password
4. Contact your administrator if account may be locked

Session expired unexpectedly

Symptoms: Logged out while actively using the platform

Solutions:

1. Check your internet connection
2. Clear browser cookies and cache
3. Disable browser extensions that may interfere
4. Try a different browser

Messaging Problems

Message not delivered

Symptoms: Message shows as pending or failed

Solutions:

1. Verify recipient contact information is correct
2. Check if the recipient has opted out of communications
3. For SMS: Verify phone number format includes country code
4. For Email: Check if email address is valid
5. Contact support if issue persists

Template variables not replacing

Symptoms: Messages show placeholder text instead of patient data

Solutions:

1. Verify placeholder syntax is correct
2. Check if required patient data fields are populated
3. Review template configuration
4. Test with a different patient record

Integration Issues

EHR sync not working

Symptoms: Data not synchronizing between systems

Solutions:

1. Verify integration credentials are valid
2. Check integration status in Settings > Integrations
3. Review error logs for specific failures
4. Test connection manually
5. Contact support with error details

API authentication failing

Symptoms: API calls return 401 Unauthorized

Solutions:

1. Verify API credentials are correct
2. Check HMAC signature calculation
3. Ensure timestamp is within acceptable range
4. Verify tenant context is correct
5. See API Reference for authentication details

Performance Issues

Platform is slow

Symptoms: Pages take long to load

Solutions:

1. Check your internet connection speed
2. Clear browser cache
3. Try a different browser
4. Disable unnecessary browser extensions
5. Contact support if issue affects multiple users

Reports timing out

Symptoms: Analytics reports fail to generate

Solutions:

1. Reduce date range scope
2. Apply more specific filters
3. Try during off-peak hours
4. Contact support for large data exports

Contact Support

If your issue is not resolved:

1. Create a ticket via the Helpdesk
2. Include:
   • Description of the issue
   • Steps to reproduce
   • Screenshots if applicable
   • Browser and device information
   • Error messages