OP Mobile: Troubleshooting

OP Mobile: Troubleshooting

Pairing Issues
Problem
Solution
"Please Input a Valid URL"
Typed website incorrectly (possible omission of "www.")
Retype Website Address correctly.

Website is down
Start website

Ports are blocked

Set up port forwarding and open the required ports on your router


Incorrect version of Patient Portal
Upgrade Patient Portal.



Could not log in
Login credentials are incorrect
Re-enter the same login credentials as if logging into OP.

Staffmember is inactive within OP.

Check that your OP user is marked as active.

You are not the owner of the device
Set yourself as owner of device within OP.

Device secret/device ID are incorrect
Re-enter device secret in app, and device ID in OP


Incorrect version of Patient Portal
Upgrade Patient Portal


General App Issues
Problem
Solution
Can't See all functions of the App / Messaging is gone
You are on a shared Device
Use a private device


Change the Device Type in OP to Private



Could not Log In
See "Could not Log-in" under "Pairing Issues"




Error: Please Contact System Administrator
The server had a problem handling your request
Submit again


Refresh the page you were on


Note exactly what happened, including as many details as possible such as patient number(s), the screen you were on, and what actions you did before the error and contact support at 1 (800) 218-9916.



App is too slow
Network issues

Connect to nearest Wifi or move to a better service area


Patient Search Error
Problem
Solution
No patients ever returned from any patient search
Search index is missing or corrupt
Contact support at 1 (800) 218-9916



Unable to find a specific patient
Patient is not part of your practice
Add the patient to your practice in OP


If possible, choose an alternative workflow for using a patient not in the practice.

The search criteria you are using is incorrect or misspelled
Make sure the data you are entering is correct and matches the data within OP.

The patient is further down the list
Scroll down, as you scroll more patients are loaded.



Nothing happens after typing a patient's name
Search was not started
Press Search button on keyboard or magnifying glass icon next to search field.


There was a brief network problem between the server and app
Perform the search again


Picture Error
Problem
Solution
Pictures taken when device is in Landscape orientation are stretched/skewed/squished
Landscape orientation is not currently supported
Rotate device to take picture in Portrait orientation