Troubleshooting

Practical fixes for everyday issues. If a problem persists, contact support with the exact message you see.

1.I can't sign in / my account is locked

Check your username and that Caps Lock is off. After several failed attempts an account is locked for a short period as a safety measure. Ask an administrator to unlock or reset your password from Settings → Users & Permissions.

2.Printing doesn't work / no print dialog appears

Make sure your printer is set as the Windows default and is online. Pressing Print opens the system print dialog — choose your printer there. For fully silent printing, the browser can be run in kiosk-printing mode.

• Printer settings are saved per workstation under Settings → Printing & Devices.

3.A device is not reporting results

Confirm the analyzer connection (cable or network) and that the interface is enabled. Unmapped test codes are surfaced for review — map them so results attach to the right order.

4.A page looks empty or a button does nothing

Refresh the page (Ctrl + Shift + R) to load the latest version. If a panel stays empty, your role may lack permission for that area — check with an administrator.

5.I see a license or grace-period message

This means the workstation needs to reconnect to confirm the subscription. Reconnect to the internet; clinical work continues during the grace period while high-risk administrative changes are deferred.

6.A result won't release

Critical values must be acknowledged first, and quality-control or payment gates may be blocking release. The screen shows the exact blocker; resolve it or record an override reason where allowed.