Troubleshooting
Common questions and what to do next. If a control is missing or disabled, it is usually a role limit; check Roles & Permissions.
I signed in but landed on a “choose your organization” screen
You choose an organization once per sign-in session. Select the one you want to work in. If you belong to only one, it opens straight away. See Choosing & Switching.
A button I expected is missing or greyed out
What you can do depends on your role in the current organization. For example, only a Clinic Admin and a Receptionist can check a patient in, and only a Doctor can sign off a result. Check the Who can do this table on the feature page, or the full Roles & Permissions matrix.
The reception queue is empty or says “No session yet today”
Nobody has opened a session for the location yet. Select Create session, or open one from Session Setup. Also confirm you have chosen the right location at the top of the Reception Queue.
A patient checked in but has no doctor
Check-in assigns the next doctor marked active in the session. If no doctor is marked active, the patient still gets a ticket but no doctor. Mark a doctor active in Session Setup, then assign the doctor on the row.
I cannot call a patient to a room
Only rooms set up for today’s session are listed. Add or assign rooms in Session Setup first.
I cannot publish the roster
Only a Clinic Admin can publish a week. A Receptionist can build and adjust a draft. See Rostering.
A staff member reads as absent for a shift they worked
Attendance is derived from activity in the app during a published shift, not from a clock-in button. A shift with no recorded activity reads as Absent. A Clinic Admin can correct the record with a reason.
I cannot correct my own attendance
A Clinic Admin cannot reopen or correct their own record. Another Clinic Admin has to do it. See Attendance.
A voided document or record is still in the list
Voiding keeps the record for the history and marks it as voided, rather than removing it. This is deliberate. See Documents & Certificates.
Related
- Roles & Permissions: the full permissions matrix.
- Glossary: what each term means.