Differences

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--- medal-reader:troubleshooting-guide [2022/03/18 15:06] – [Questions not showing up for in Medal-reader] Luc Maridor
+++ 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 19: / Line 17: @@
+===== medAL-data credentials not asked when configuring the tablet the first time  =====
-===== Questions not showing up for in 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:
+  - 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.
-- Try to reset activation of CC-General can be by going back to the registration view and re-entering the birth date.
-- if the next view no question showing up you must save the case and exit the application
+===== medAL-data credentials randomly asked again after some time  =====
-- Empty the cache:
-    - Go to ''Android settings'' > ''Applications'' > ''medAL-reader''
+  - This is the expected behaviour if the device has been removed from its health facility in medAL-data (and its token  revoked)
-    - Click ''empty cache''.
+  - 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.
-  - See if the problem is resolve and that all the questions showing up
-  - Please contact the person who is responsible for Level 1 support in your country
-  - If it can't be resolve at Level 1 please open a new story in ProofHub and tag it as "bug"
 ===== medAL-reader Is Loading but not Starting =====
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     - 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]].
@@ Line 47: / 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 68: / 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 =====
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     * 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 108: / 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 |}}