mVSM Troubleshooting Guide
10
CLINICAL PORTAL TROUBLESHOOTING GUIDE
OVERVIEW
This guide is intended to give an overview of the various problems that can arise when a user is
interacting with the Welch Allyn mVSM Clinical Portal.
CLINICAL PORTAL
Situation
Possible Cause
Resolution
User unable to sign in to the
mVSM Clinical Portal
User has forgotten password.
The user may reset their
password using the “Forgot
Your Password?” link at the
sign in page.
If the users email is incorrect in
the account, the email must be
updated by a separate user
account that can login.
User’s account has been locked.
If the account is locked the user
will automatically receive an
email with unlock instructions
to the email address associated
with the user account.
If the users email is incorrect in
the account, the email must be
updated by a separate user
account that can login.
Patient Reading Report is
missing sessions for a
patient.
The missing sessions are
unacknowledged on the server.
Sessions must be acknowledged
in order to appear on a report.
For more information on
acknowledging a session see
Patient Session
section of the
Clinical Portal DFU
.
The session does not fall within
the range set on the report.
Adjust the report start and end
dates to encompass the date the
session was created.
No sessions show in the
Sessions tab on the Patient’s
page even though they have
had sessions.
The sessions fall out of the
range set on the Sessions tab.
Adjust the Sessions tab range,
located at the top left of the tab,
to include sessions further
back.
TABLET TROUBLESHOOTING GUIDE
OVERVIEW
