When something looks wrong

For everyone

The sign-in page says "Your session has timed out." Office and client staff are signed out after two hours without activity. Your email is still filled in: type your password.

A tab jumped to the home page, or screens came up half empty. Someone opened a tech's sign-in link in this browser, which signs the browser in as that tech. If it happens, sign out and sign in again as yourself. Open tech links on the tech's phone or in a private window.

A bar says "A new version is ready". Click Refresh when you are ready. Waiting loses nothing.

A save says someone else changed the order. Another person saved the order while you had it open. Close it, open it again, and redo your change.

For dispatch

A tech can't see an order you gave them. It may be held. Click Held orders on the dashboard, or find the order in the tech's Held section on the Board, and send it.

Assign skipped an order. The app lists the reason: the order is for another client, it is already in progress, or the tech is forbidden at that facility.

The Board won't take a move. It says why. Usually the tech works for another client, the order is already En Route or later, or a Confirmed order was dropped on Held or on its own tech.

Reschedule left some orders where they were. Completed and cancelled orders, orders in a handoff, and orders already on or after the new date don't move. The app lists each one with its reason.

A facility is missing from the Tech Map. It has no map coordinates. An admin can add its latitude and longitude under Admin → Facilities.

Copy Link didn't copy. The link opens in a small window instead. Click Copy link in that window.

For techs

The next stop doesn't show. Something is still waiting for you to confirm. Tap Confirm All.

A red bar says "Dispatch Service Changes Detected, Try Again". Dispatch changed your route while your screen was open. Nothing was saved, and your route has already reloaded. Check what changed, then tap again.

You confirmed an order you can't do. You can't undo a confirm. Before you tap I'm Heading There, open the order and tap Send back to dispatch. After that, call dispatch.

You are at the lab and nothing shows to drop. Check the Ready to Drop tab. After midnight, yesterday's specimens still show there. For anything older, call dispatch.

You are waiting on a handoff and the other tech has left. Tap Finish handoff to close your stop and move on.

Your sign-in link stopped working. Links last 24 hours. Ask dispatch for a new one.