This page presents some issues you may encounter with medAL-reader, and ways to solve them.

1. Empty the cache:
   1. Go to Android settings > Applications > medAL-reader
   2. Click empty cache.
2. Restart the application.
3. If that did not work, try also emptying the storage and reinstalling the application:
   1. Long-press on the app and press Uninstall.
   2. Navigate in the Play Store, search and install medAL-reader.

This form is displayed in medAL-reader using the tablet's default browser. If it doesn't show up, please proceed as follows:

1. Go to Android settings > Applications > Google Chrome
2. Click on Browser app within app info
3. Set chrome as the defaut browser

Once chrome is the default browser, proceed as follows :

1. Go to Android settings > Applications > Google Chrome
2. Click storage > empty cache.
3. Restart the application.

1. This is the expected behaviour if the device has been removed from its health facility in medAL-data (and its token revoked)
2. Please ask your local IT manager to check if this is why the tablet got disconnected.
3. 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,

1. Go to Android settings > Applications > Google Chrome
2. Click on Browser app within app info
3. Set chrome as the defaut browser

Once chrome is the default browser, proceed as follows :

1. Go to Android settings > Applications > Google Chrome
2. Click storage > empty cache.
3. Restart the application.

1. Try to restart the application:
   1. Go to Android’s home screen, press the Currently running apps button > Close all apps.
   2. Restart medAL-reader.
2. If that did not work, please try all the steps above: medAL-reader Does not Launch.

If medAL-reader does not appear in the app list, ensure that the app is correctly installed:

1. Go to the Play Store.
2. Search for medAL-reader and Click on it
3. If uninstall / Open is displayed, then simply click on open.
4. If it says Install press on it to install it.

1. Apply all steps from medAL-reader Does not Launch.
2. 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.

1. Check your value twice and make sure it is correct.
2. 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.

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:

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

1. It may be a cache issue, please try to apply all the steps from medAL-reader Does not Launch.
2. 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.

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.

If you forgot the PIN needed at every launch of the application, please contact your local IT coordinator, they will give it to you.

• 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)

• 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?

• Try following this guide: medal-reader_quick_reference_guide_-_what_to_do_if_the_app_becomes_too_slow.pdf