Troubleshooting

Most problems have a simple cause. If the steps below do not solve yours, send us the support report from the program's Support screen.

1.The program does not open after a restart

Open it from the CLARUS Prime shortcut: it does not yet start by itself after the computer restarts.

2.The database does not start

The most common cause on Windows is security software preventing the database from starting its processes. The error message names the folders to allow in your security software. If it continues, send us the support report.

3.Activating without internet

Open claruslis.com/activate on any phone, type the serial and the installation code shown on the licence screen, and enter the code the page gives you back.

4.A result from an analyzer did not arrive

• Check the cable or the network connection, and that the analyzer is sending.
• Open the analyzer in Devices: a code that is not mapped to a test is held aside until you map it.
• If the analyzer's site validation is not approved for go-live, its results still arrive but wait for a person to release them. That is by design, not a fault.

5.A result cannot be verified or released

The person who entered a result cannot verify it; another user must. A critical value must be acknowledged, and a blocked result needs a written reason before it is released.

6.The program warns about backups

The copy to your external drive failed, usually because the drive is not attached or is full. Attach it, then take a backup again from the Backup screen.

7.An update did not complete

The program keeps the previous version and puts it back; your data is not touched. Send us the support report so that we can see why.

8.Reports show old laboratory details

The name, logo and details on reports come from the laboratory's identity in Settings. Correct them there; every new report uses them from then on.

9.Sending us what we need

The Support screen prepares a report with the version, licence state, free disk space, backup state, attached devices and latest errors, with no patient data. Without internet it saves a file you can send us on WhatsApp.