This article describes how to handle common issues when using Intel® RealSense™ PT Metrics.
The following describes issues that you may notice while using Intel RealSense PT Metrics and suggests how to handle them.
- You can ask your clinician for help at any time while using Intel RealSense PT Metrics.
- If the steps below do not fix your problem, ask your clinician for help.
- If you have a problem that is not listed in the table below, ask your clinician for help.
Problem | How to Fix |
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Forgot your password |
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After entering the email and password, the sign in failed with “Incorrect username or password” error message. |
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In the Sessions page, some exercises have no results (“no data found” message)
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After log in, no patients are seen in the Patient Overview page
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Clicking “Save and Assign” in the Treatment Plan page fails
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A treatment plan cannot be saved if it is missing mandatory data. The items where data is missing or needs to be changed are reported to the screen when you try to Save and Assign an incomplete plan. Add the missing information and try again. |
Save a treatment plan as a template fails
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A treatment plan cannot be saved if it is missing mandatory data. The items where data is missing or needs to be changed are reported to the screen when you try to save the treatment plan as a template. Add the missing information and try again. |
Adding a patient fails |
Verify you added all the mandatory details to the “Add Patient” form. Mandatory fields are marked with a red star to the left of the field name. |
Edit patient's details fails | Verify you did not clear any mandatory field in the form. Mandatory fields are marked with a red star to the left of the field name. |
Basic Troubleshooting Actions: The following are actions to perform as the first step when resolving some of the issues listed below. In order not to repeat these steps for each troubleshooting scenario, they are detailed here once and referenced as “Basic Troubleshooting actions.”
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When attempting to use the clinician portal, the browser shows “The site can’t be reached” or a similar message (message depends on the browser used) |
Basic Troubleshooting Actions |
When attempting to access the details of a patient by selecting the patient’s name from the Patient List page, the following message appears: “We have problem with Patient <patient name>details, please try again later or contact Customer Service"
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Perform Basic Troubleshooting Actions |
The exercise video of a patient fails to play back, or the system shows “no video found” in a session you know created videos. |
It is likely that the internet connection is down. Perform Basic Troubleshooting Actions |
The Clinician Portal does not respond to interactions.
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It is likely that the internet connection is down. Perform Basic Troubleshooting Actions |
The Clinician Portal shows the following error message: “Oops something went wrong – please contact customers service” |
It is likely that the Intel RealSense PT Metrics server is undergoing an update. This should not take long. Wait a few minutes and try again. If the problem persists, perform Basic Troubleshooting Actions |
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