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 |
Screenshot pending: staff-feed-downThis screenshot is captured automatically from the running app with sample data.
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.
Screenshot pending: staff-report-data-issueThis screenshot is captured automatically from the running app with sample data.
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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