Differences

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

--- medal-reader:troubleshooting-guide [2022/01/10 14:43] – created arnaud_poletto
+++ medal-reader:troubleshooting-guide [2022/06/14 14:18] (current) – Alan Vonlanthen
@@ Line 4: / Line 4: @@
 This page presents some issues you may encounter with medAL-//reader//, and ways to solve them.
@@ Line 17: / Line 15: @@
     - 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.
@@ Line 26: / Line 55: @@
     - 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]].
+  - If that did not work, please try all the steps above: [[troubleshooting-guide#medAL-reader Does not Launch|medAL-reader Does not Launch]].
@@ Line 36: / Line 63: @@
   - Go to the ''Play Store''.
-  - Search for ''medAL-reader'' andClick on it
+  - 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.
@@ Line 45: / Line 72: @@
 ===== 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]].
+  - 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.
@@ Line 57: / Line 84: @@
+===== 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 [[medal-reader-troubleshooting-guide#medAL-reader Does not Launch|medAL-reader Does not Launch]].
+  - 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.
@@ Line 88: / Line 126: @@
     * 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)
@@ Line 97: / Line 133: @@
   * 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 |}}