Troubleshooting & FAQ

FAQs

I can't log in to MedQCare. What should I do?
- Ensure you're using the correct username and password.
- Ensure you have a stable internet connection.
- If you've forgotten your password, use the 'Forgot Password' option on the login page.
I didn't receive the password reset email.
- Check your spam or junk folder.
- Ensure you're checking the email associated with your MedQCare account.
- Wait a few minutes; sometimes there are delays in receiving emails.

I can't access a specific module. Why?
- Different roles have varied access levels. Ensure your role has the required permissions for the module you're trying to access.
- If you believe this is an error, contact your superadmin or MedQCare support.

I can't find a particular feature in the application.
- Some features may be specific to user roles. Ensure you're logged in with the correct role.
- Use the search functionality or check the user manual index.
The system doesn't save my inputs.
- Ensure you clicked 'Save' or 'Submit' after inputting data.
- Verify your internet connection is stable.
- If the problem persists, report the issue to MedQCare support.

I'm having trouble integrating with another healthcare system (LIS, RIS, PACS, etc.).
- Ensure that the third-party system supports API bridging and adheres to industry protocols.
- Follow the integration guidelines provided in the 'Integration & Bridging' section of the user manual.
- If still facing issues, consult with your IT department or MedQCare technical support.

I can't find a specific report in the Reporting module.
- Ensure you're accessing the correct section of the Reporting module.
- Use filters to refine your search criteria.
My report data looks incorrect.
- Check the filters and parameters you set for the report.
- If data discrepancies persist, contact MedQCare support for a review.

My recent data isn't showing up. Why?
- The system might be in the middle of syncing. Wait for a few minutes and refresh.
- Ensure that your internet connection is stable to allow for proper syncing.
How frequently does the system backup data?
- MedQCare automatically backs up your data every 24 hours. However, for specific backup settings or more frequent backup requirements, please contact the system administrator or MedQCare support.

Why am I seeing discrepancies in the billing statements?
- Verify the services availed against the billing breakdown. Some services might have additional charges or taxes.
- Check for any recent changes in pricing or discount structures.
- If discrepancies persist, please report them immediately for correction.
Can I customize the invoice layout?
- Yes, under the settings or configurations module, there are templates you can adjust according to your clinic's branding and requirements. If you face challenges, refer to the user manual's 'Invoice Customization' section.

How can I add or remove users from the system?
- Superadmins can add or remove users by navigating to the 'User Management' section. For step-by-step instructions, refer to the user manual's 'User Onboarding' subsection.
A staff member has left. How do I ensure they no longer have access?
- It's crucial to deactivate their account immediately. Go to 'User Management', locate their profile, and change their status to 'Inactive' or 'Deactivated'.

I'm not receiving any system notifications. What should I do?
- Check your profile settings to ensure notifications are enabled.
- Verify your email in the system to ensure it's correct. Some notifications might also go to the spam folder, so it's good to check there.
Can I customize the types of notifications I receive?
- Yes, under 'Profile Settings', there's an option for 'Notification Preferences'. You can select or deselect the types of notifications you wish to receive.

How often does the system update, and will I lose any data?
- MedQCare schedules periodic updates to enhance the system. You'll usually be notified in advance. The updates are designed to retain all data, but it's always good practice to backup critical information.
I see new features on a colleague's dashboard but not on mine. Why?
- Ensure you've refreshed your system after an update. If the features still don't appear, it might be due to role-based access, or your browser may need clearing cache.

The system seems slow. How can I improve its speed?
- Ensure you have a stable and high-speed internet connection.
- Try clearing your browser cache or using a different browser. If many users are experiencing this, it might be server-side, and it's best to contact MedQCare support.
I'm getting an 'Error 503: Service Unavailable'. What does this mean?
- This typically indicates that the service is temporarily overloaded or undergoing maintenance. Wait for a few minutes and try again. If the issue persists, contact MedQCare support.

Last updated 11 months ago