Troubleshooting for staff
Fix common EDFlow problems for staff: the EHR feed is delayed or down, a patient says the app is wrong (report a data problem), sign-in and lock problems, missing sounds, and cards that don't print.
The EHR feed is delayed or down
| Chip or banner | Meaning | What to do |
|---|---|---|
| EHR live | Events are arriving | Nothing |
| EHR feed delayed · n min | Nothing received for 5 minutes or more | Keep working. Patients see "Updates may be delayed". |
| EHR feed down | Nothing for 15 minutes, or every source disabled | Charge nurse follows When the feed is down. Use the manual console. |
| Manual mode | The site has no feed | Normal for this site |
The integration team is alerted automatically when the feed goes down. You don't need to call them unless the charge nurse asks.
A patient says the app is wrong
- Check What the patient sees on the patient's Overview tab.
- If a fact is wrong (for example the wrong stage or a test that was cancelled), fix it with a console action, or mark an override if the EHR keeps sending the wrong value.
- Report it: Report a data problem on the patient page. Pick what is wrong. The integration team reviews reports to fix mappings and the feed.
Sign-in problems
| Problem | Fix |
|---|---|
| "Too many attempts" | Wait 15 minutes, or ask your manager to unlock the account. |
| Two-step sign-in locked | Ask your manager to reset it. You'll set it up again. |
| Lost phone with the authenticator | Use a recovery code, then set up again. Or ask your manager to reset. |
| Microsoft sign-in refused | Your account may not have a membership here, or it's a guest account. Ask your manager. |
| Keeps locking | The idle lock is 15 minutes by default. Your site sets the range. |
No sound for urgent requests
- Check the browser tab isn't muted and the computer volume is up.
- Allow desktop notifications for the console when your browser asks.
- Make sure you are on shift: sounds and push go to on-shift staff for requests routed to them.
A card didn't print
- Check the print station page is open and the printer is online.
- From the patient page, send the card again (within 15 minutes it reuses the same card).
- After 15 minutes, sending again reissues the card and the old one stops working.
"Open this visit first"
Actions on a visit need the visit opened (and recorded) in this session. Open it from the board and try again.
Still stuck?
Help in the header has task guides, tip sheets, Report a safety concern and Report a problem. Ask your charge nurse or your site's EDFlow champion.
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