Differences

This shows you the differences between two versions of the page.

--- medal-reader-troubleshooting-guide [2021/12/16 16:15] – arnaud_poletto
+++ medal-reader-troubleshooting-guide [2022/01/10 14:44] (current) – removed arnaud_poletto
@@ Line 1: / Line 1: @@
-====== medAL-reader Troubleshooting Guide ======
-==== Purpose and Scope ====
-This page presents some issues you may encounter with medAL-reader, and ways to solve them.
-==== medAL-reader Does not Launch ====
-  - Empty the cache:
-    - Go to ''Android settings'' > ''Applications'' > ''medAL-reader''
-    - Click ''empty cache''.
-  - Restart the application.
-  - If that did not work, try also emptying the storage and reinstalling the application:
-    - Long-press on the app and press ''Uninstall''.
-    - Navigate in the ''Play Store'', search and install medAL-reader.
-==== medAL-reader Loading but not Starting ====
-  - Try to restart the application:
-    - Go to Android’s home screen, press the ''Currently running apps'' button > ''Close all apps''.
-    - Restart ''medAL-reader''.
-  - If that did not work, please try all the steps above: [[medal-reader-troubleshooting-guide#medAL-reader Does not Launch|medAL-reader Does not Launch]].
-==== medAL-reader Does not Appear in the App List ====
-If medAL-reader does not appear in the app list, ensure that the app is correctly installed:
-  - Go to the ''Play Store''.
-  - Search for ''medAL-reader'' andClick on it
-  - If ''uninstall'' / ''Open'' is displayed, then simply click on open.
-  - If it says ''Install'' press on it to install it.
-==== medAL-reader Crashes when I try to do X ====
-  - Apply all steps from [[medal-reader-troubleshooting-guide#medAL-reader Does not Launch|medAL-reader Does not Launch]].
-  - If that still does not work, please take a screenshot and explain all the details to reproduce the crash to your local IT coordinator so the problem can be reported to the IT team.
-==== I want to input a value that medAL-reader doesn’t accept ====
--	Check your value twice and make sure it is correct
--	If it still doesn’t seem incorrect, please contact your local IT coordinator and give them all the details so they can check with the IT team if this is an issue
-==== I cannot find my name in medAL-reader ====
--	It may be a cache issue, please try to apply all the steps from “Medal-R does not launch”
--	If that doesn’t work, please contact your local IT coordinator so they can check if your username is correctly created in the Health Facility settings of medAL-creator.
-==== What is the login email ====
--	If you forgot the login e-mail needed at the first launch of the application (or after emptying the cache / storage / reinstalling), please contact your local IT coordinator, they will give you the details
-==== I Forgot the PIN ====
--	If you forgot the PIN needed at every launch of the application, please contact your local IT coordinator, they will give it to you