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