====== 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-data credentials not asked when configuring the tablet the first time  =====

This form is displayed in medAL-//reader// using the tablet's default browser. If it doesn't show up, please proceed as follows:
  - Go to ''Android settings'' > ''Applications'' > ''Google Chrome''
  - Click on Browser app within app info
  - Set chrome as the defaut browser
Once chrome is the default browser, proceed as follows :
    - Go to ''Android settings'' > ''Applications'' > ''Google Chrome''
    - Click ''storage'' > ''empty cache''.
  - Restart the application.


===== medAL-data credentials randomly asked again after some time  =====

  - This is the expected behaviour if the device has been removed from its health facility in medAL-data (and its token  revoked)
  - Please ask your local IT manager to check if this is why the tablet got disconnected. 
  - If this was not the cause, please be aware that the token is stored not in medAL-reader, but in the tablet's default browser

If this is not the cause of the experienced behaviour, 


  - Go to ''Android settings'' > ''Applications'' > ''Google Chrome''
  - Click on Browser app within app info
  - Set chrome as the defaut browser
Once chrome is the default browser, proceed as follows :
    - Go to ''Android settings'' > ''Applications'' > ''Google Chrome''
    - Click ''storage'' > ''empty cache''.
  - Restart the application.





===== 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: [[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'' and Click 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 [[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.


===== Questions not showing up in medAL-reader =====

**Try to re-entering the birth date**.

if no question showing up at next screen you must **save the case and exit** the application

- Empty the cache:
    - Go to ''Android settings'' > ''Applications'' > ''medAL-reader''
    - Click ''empty cache''.
  - Restart the application.
  - See if the problem is solved and that all the questions show up
  - Please contact the person who is responsible for Level 1 support in your country

===== I Cannot Find my Name in medAL-reader =====

  - It may be a cache issue, please try to apply all the steps from [[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?


===== medAL-reader Has Become Too Slow to Use =====

  * Try following this guide: {{ :medal-reader:medal-reader_quick_reference_guide_-_what_to_do_if_the_app_becomes_too_slow.pdf |}}