Troubleshooting Guide

2026-02-01 · 5 min

Login Issues

Problem: Cannot log in. Solutions:

1. Verify you're using the correct email address (check for typos).
2. Use the Forgot Password link to reset your password.
3. Check if your account has been deactivated -- contact your administrator.
4. Clear browser cache and cookies, then try again.
5. Try a different browser or incognito/private window.
6. If you see 'Account Locked', wait 30 minutes (auto-unlock) or ask your admin to unlock.

Problem: Two-factor authentication code not working. Solutions:

1. Ensure your phone's clock is accurate (auto-sync time from network).
2. Use the most recent code -- OTP codes expire every 30 seconds.
3. If you've lost your authenticator device, contact your Super Admin for a reset.

Performance Issues

Problem: Pages loading slowly. Solutions:

1. Check your internet speed -- Bio Ecko requires at least 2 Mbps for smooth operation.
2. Close other browser tabs consuming bandwidth.
3. Clear browser cache: Settings > Privacy > Clear Browsing Data.
4. Disable browser extensions that may interfere (ad blockers, VPNs).
5. Try a different browser (Chrome recommended).
6. If the issue persists, check the Bio Ecko status page at status.bioecko.com.

Problem: Reports taking too long to generate. Solutions:

1. Narrow your date range -- shorter periods generate faster.
2. Reduce the number of filters or groupings.
3. For large reports, use the Export feature which processes in the background and emails the result.

Printing Issues

Problem: Prescription/bill not printing correctly. Solutions:

1. Use Print Preview first to check the layout.
2. Set page size to A4 or A5 as configured in your template.
3. Disable browser headers and footers in print settings.
4. Set margins to 'None' or 'Minimum' in print settings.
5. Ensure your printer driver is up to date.
6. For thermal receipt printers, verify the paper width matches your template configuration.

Problem: Barcode not scanning on printed labels. Solutions:

1. Increase print quality/DPI in printer settings.
2. Check that the barcode is not truncated (increase label size).
3. Clean the barcode scanner lens.
4. Ensure adequate contrast (black on white).

Data Issues

Problem: Duplicate patient records. Solutions:

1. Use the Patient Merge feature: Admin > Patients > Merge Duplicates.
2. The system identifies potential duplicates based on name + phone + DOB.
3. Review suggested merges and confirm. All visits, bills, and records are consolidated into the primary record.
4. Enable duplicate detection during registration to prevent future duplicates.

Problem: Incorrect bill amount. Solutions:

1. Open the bill and review each line item for quantity and rate accuracy.
2. Check if discount or tax was applied incorrectly.
3. For finalised bills, create a Credit Note (Billing > Credit Notes) to adjust.
4. Void the bill if it was created in error (requires Void permission).

Integration Issues

Problem: Lab analyser not sending results. Solutions:

1. Check the interface service is running (Admin > Integrations > LIS Status).
2. Verify network connectivity between the analyser and the Bio Ecko server.
3. Check that sample IDs in the analyser match Bio Ecko accession numbers.
4. Review the interface log for error messages.
5. Restart the interface service.

Problem: DICOM images not appearing in the viewer. Solutions:

1. Verify the DICOM node configuration (AE Title, IP, Port) in Settings > Integrations > PACS.
2. Send a DICOM C-ECHO to test connectivity.
3. Check that the study was sent to the correct AE Title.
4. Verify available storage space for image archiving.

Notes

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