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🛠️ Common Issues & Solutions

This section provides quick troubleshooting steps for common issues related to login, encounter records, communication, reports, and user management.

🔑 Login Issues​

❌ Unable to Log In​

🔍 Possible Causes:​

  • Incorrect credentials
  • Two-Factor Authentication (2FA) issues
  • Account lockout due to multiple failed attempts

✅ Solutions:​

  1. Verify Credentials

    • Double-check your email address and password.
    • Ensure Caps Lock is off.
    • Use "Forgot Password" if unsure.

  2. Fix 2FA Issues

    • Check spam folder for the verification code.
    • Ensure you have access to your registered phone/email.
    • Request a new 2FA code if needed.
🔐 Password Reset

Click "Forgot Password" on the login page to reset your password.

📝 Encounter Records​

❌ Missing Encounter Records​

🔍 Possible Causes:​

  • Filters hiding records
  • Unsaved data from previous sessions
  • Incorrect client profile selection

✅ Solutions:​

1️⃣ Check Filter Settings

Records & Encounters
↓
Clear Filters
↓
Adjust Date Range
↓
Verify Branch Selection

2️⃣ Verify Save Status

  • Check the client’s profile for recent encounters.
  • Ensure the record was saved successfully.
  • If unsure, attempt to re-enter and save the record.

📱 Communication Issues​

❌ Message Delivery Problems​

🔍 Possible Causes:​

  • Incorrect message scheduling
  • Disabled communication settings
  • Insufficient SMS/email credits

✅ Solutions:​

  1. Verify Message Schedule
  • Confirm date/time settings.
  • Double-check recipient details.
  • Review the message status.
  1. Check Communication Settings
  • Navigate to Settings > Communication Settings.
  • Ensure email/SMS notifications are enabled.
  • Verify that the account has sufficient credits for SMS messages.

📊 Report Generation Issues​

❌ Reports Not Loading​

🔍 Possible Causes:​

  • Strict filter restrictions preventing data display
  • High system load affecting report generation
  • Insufficient data access permissions

✅ Solutions:​

  1. Adjust Report Filters
  • Broaden the date range to include more data.
  • Remove unnecessary filters for better results.
  • Try clearing cache and refreshing the page.
  1. System Check
  • Retry report generation after a few minutes.
  • If handling large data sets, generate smaller reports first.
  • Contact support if the issue persists.

👥 User Management Issues​

❌ Unable to Add a New User/Branch​

🔍 Possible Causes:​

  • Insufficient permissions to create new users
  • Plan restrictions limiting the number of users/branches
  • System constraints affecting user role assignments

✅ Solutions:​

  1. Verify Permissions
  • Ensure you have admin rights to manage users.
  • Review role settings under Settings > Staff Management.
  • If necessary, contact your system administrator for access.
  1. Check Plan Limits
  • Review your current subscription plan for user/branch limits.
  • If needed, consider an upgrade to increase capacity.
  • Check usage statistics to see if you've reached a limit.

❓ Need More Help?​

If your issue isn’t listed here or persists despite troubleshooting:
📧 Contact Support: admin@rxkonet.com
📞 Call Us: +233 596571975