4 Troubleshooting Tips for your PatientView App

The PatientView mobile app is designed for use on the most recent versions of Google Android and Apple iOS. The app development team does its best to ensure that release versions on the App Stores are always fully tested and stable. This said, it is also recognised that there are thousands of device types and configurations out there, and issues will inevitably arise under certain scenarios. If you’ve been having trouble with a particular aspect of your app, please follow the troubleshooting steps below in the order provided.

In the ideal case, you will be able to fix the problem yourself. In cases where the issue is more complex or device-specific, our technical team greatly appreciates your collaboration by providing them with some additional information. All going well, this will lead to the speedy resolution of any underlying problems.

1. Update the PatientView app to the latest version

Please ensure that you have the latest app version installed. Most devices will update to latest versions overnight but some have this ability turned off. How does one confirm this? Users on Apple devices can click here to confirm on iTunes while Android users please click here. Along the top of the page you will be able to see the status of the app and whether you are able to “Install” a newer version, or if you already have the latest version “Installed”. Note you will need to be logged into the relevant App Store to see this information.

To be entirely sure that you have the latest version installed and no lingering data is on your device, it is also recommended to manually uninstall the app from your device and reinstall it from the App Store.

2. Try running the app on another device

To confirm that the issue isn’t isolated to this device, it is a good idea to install the app on another personal device. Repeat the same sequence of steps to see if the issue happens again and take note of any similarities and differences.

Please use a device that is trusted, as once you’ve logged in the app can be accessed by any fingerprint, FaceID or other biometric that is configured on the device. If you are uncertain about the security of the device, you must ensure to log out of the app as soon as you’ve finished using it.

3. Gather supporting information

Once the two steps above have been followed, the nature of the issue might be clearer, either on your original device, with the app itself or in the expected usage of the app.

You’re now in a position to gather some supporting info that will be very useful to our Helpdesk in diagnosing the issue, the most important being:

a. Screenshots of what you are seeing when the issue arises.
How does one take screenshots on a mobile device?
Apple users: https://support.apple.com/en-ca/HT200289
Android users: https://www.greenbot.com/article/2825064/how-to-take-a-screenshot-on-your-android-phone.html

b. Device details, such as make/model of the device and operating system.
Where does one find this info?
Apple users: https://support.apple.com/en-us/HT201685
Android users: https://www.howtogeek.com/230737/how-to-find-out-which-version-of-android-you-have/

4. Compose an email to our Help Desk

PatientView Help Desk support can be sought by composing an e-mail to nbn-tr.patientview@nhs.net and describing the issue, along with any supporting information that you’ve been able to gather up to this point. The Help Desk team will then either provide additional tips or escalate the issue to our technical team.

Final point: This article refers specifically to issues discovered within the PatientView Mobile App. For data issues such as delayed or missing results, please refer in the first instance to staff at your local unit. They will then be able to confirm if the issue lies locally before raising it with Help Desk. (And if at any point you forget your login details, please follow the steps indicated here in the first instance).

All the best!

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