Differences

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

--- medal-reader-troubleshooting-guide [2021/12/29 13:53] – 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 Is 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 correct, 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-reader-troubleshooting-guide#medAL-reader Does not Launch|medAL-reader 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 E-mail? =====
-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.
-===== I've Synced my Cases, but They Don't Show Up in medAL-data =====
-  * Are you sure the cases have left the tablet? (=> try to sync again. If you see 0 cases to sync, they have been synced)
-  * Have the cases been processed by medAL-data's loader? If not,
-    * Is the Laravel queue blocked?
-    * Is there a problem with the format of the case? What does the log say when you try to reprocess?
-    * If missing variable in the algo, wait until the next day and try reprocessing (medAL-data reloads the JSON version from medAL-creator every night)
-===== Tablet Doesn't See the Hub =====
-  * Are the tablets and the hub on the same wifi-network?
-  * Is the hub's IP entered properly in the the health facility? (Proper syntax: ''http://192.168.1.2'')
-  * Do you see the proper hub address in the settings page of medAL-reader?