iConsult: Common Errors & Solutions

Follow

Instructions below ONLY apply to iConsult.



"No Active [Presentation] Slides" appears

If you receive a notification that says “No Active [Presentation] Slides” while in iConsult, there most likely were issues while downloading the application. To resolve this issue you can go the Administration Mode and select “Synchronization” to merge all data on the server with iConsult.

If for some reason this does not resolve the issue you will have to re-install the application.

TruForm patients do not populate in iConsult?

The primary reason truForm patients do not appear in iConsult is because there are no active patients placed in the truForm Queue.

If you are using truForm Assist (www.truformassist.com) then you must have patients in either the active list or the archived list.
If you are using truForm Classic (www.mypbhs.com) make sure you have patients listed in the active Queue. If you archive (delete) any of the patients from this Queue, they will not appear within iConsult.

Once you import a truForm patient and save their data within iConsult you are free to move the truForms as you wish. Once added the file is copied in as an iConsult patient and will no longer rely on pulling from the truForm portal.

 

If you do not believe your truForm service is working and you'd like PBHS support to run diagnostics for you, please give us a call at 1-800-840-5383 or email support@iconsult.uservoice.com.

Patient Files and presentations aren't saving (patient "(null) (null)" error)

The following information below is a bug within iConsult. We are aware of this issue and will have a resolution within the next version to be released.

Instances of this Issue
Patient data may not be saved properly, or at all, if they experience the “(null)” in place of patient names and birth date when inside of the consultation presentations.
You will also know data has not been saved properly if there are no documents or presentations listed on the patient summary screen under the titled sections.
If you have completed a patient presentation and the names do not appear in the web portal after completing a consultation, and the other two instances described above have also appeared, it is due to this issue.

The Cause of this Issue
This issue is caused by the Staff data. The initial addition of Doctors, Patients, and Referring Doctors have an effect on newly submitted patients. If it is the first patient for any of these three staff members, their data will not be saved for this first patient.

The Solution
As described above, this error only occurs for every first patient for every new staff member. To fix this issue, you can create a “test” or “dummy” patient and apply the new staff member to this patient. Once you’ve created this patient data with the new staff member, all patients added after this point will save correctly.
Once you witness the “(null)” error at the top of the screen in a consultation, return back to the main menu and you can now add patients and save their data as expected.

This article corresponds to iConsult OMS version 2.0 on all iPad models.

Camera crashes when taking a photo?

To keep the camera from crashing when taking photos, you must free up RAM on your iPad. To do this, you will need to quit any unused applications.

Return to the iPad home-screen and double tap the home button to reveal the multitasking menu. To quit an application, press and hold an icon to see a screen like the one below:
multitasking

By selecting the red minus, you will quit the application, thus freeing up RAM. The more applications you quit the faster your iPad will run and be able to handle RAM-consuming tasks like using the camera.

This article corresponds to iConsult OMS version 2.0 only on iPad 2 models.

"No Active Documents" appears

If you receive a notification that says “No Active Documents” while in iConsult, there most likely were issues while downloading the application. To resolve this issue you can go the Administration Mode and select “Synchronization” to merge all data on the server with iConsult.

If for some reason this does not resolve the issue you will have to re-install the application.

Documents load as grey boxes?

If when you enter the documents section of iConsult and no document loads (only displaying the grey background), you are experiencing a glitch in the installation of the application.
To fix this go to “Administration Mode”, an icon found near the bottom of the application, and hit the “synchronize” button that appears in that screen. When you hit this button it will merge all of the data with the server and pull down any files that had not been pulled initially.

If this does not resolve the issue you will need to reinstall the application.

Application isn't responding?

Check Your Battery Level
There is a correlation between a low battery level and internet connection strength. It is recommended that you keep you iPad’s battery level in the green to have sufficient wifi connection (the battery icon will change red if it is getting low).

Check Your WiFi Connection
Another common reason why iConsult seems to stall is due to its large demand in bandwidth. If your wireless router cannot supply the data transfer rate required to run the application, most likely the connection will be dropped after a failed attempt. To test your router’s wifi output, download the application Speedtest onto your iPad to determine the data transfer rate (up:uploading to the internet; down:downloading information to your iPad). A reliable connection would be 3mb up and 3mb down. The best type of internet connection available is cable.

Ensure that iConsult is not in the process of transferring data as this locks the whole application until it is completed. When iConsult transfers data the screen will appear misty-grey with a very faint thinking wheel spinning in the middle of the screen.

What happens if my iPad breaks, crashes, or is stolen?

If your iPad breaks and the hardware cannot be recovered, you will have to replace your own iPad. We have record of your iConsult purchase, and will be able to restore the files to your new/replaced device from the PBHS cloud server, free of charge.

If your iPad crashes, all unsaved data up to the point of crashing is prone to loss. All saved patient information is stored on the PBHS cloud server and is recoverable.

If your iPad is stolen please contact us as soon as possible. The iConsult app can access patient information from any wifi location which means whoever has the iPad in possession has access to your patients’ medical files and consultation documents. We will cancel your account upon your request to revoke access to those who have your iPad. Please report theft to your local authorities. We strongly recommend using the iPad’s built in security—locking your iPad with a pin-code—to ensure HIPAA compliance.
Here is a tutorial on how to setup this feature: www.ipad-transfer.com/ipad-tips/how-to-secure-your-ipad-by-using-a-pincode.html

Was this article helpful?
0 out of 0 found this helpful
Have more questions? Submit a request

Comments

Powered by Zendesk