Basic Application Troubleshooting

There are several actions that the Support Coordinator can undertake regarding user-reported issues before contacting Novari Support. This section will outline troubleshooting steps for some of the specific issues that may arise with your users.

Unable to see Application Login Page:

The following steps should be followed when users report that they are unable to access the application login page.

Internet connection:

Verify that the user is connected to the Internet. You can very that by going to a different website like google.com, MSN etc. If they are not connected to the internet on the device, try another device and report the internet problem to the local IT team.

Application URL:

Check the URL and ensure it is the right URL for your organization to access the Application. For Example: https://sso.ca.novarihealth.net/

If the URL is correct, try on a different browser to see if it is a browser issue. Report the browser issue to the local IT team

Unable to login to Application

If the user can access the login page but is unable to log in, it may be due to the entry of an incorrect password (please note that passwords are case sensitive). The application will lock the user's account for 10 minutes after three or more failed login attempts. The eRequest/ATC Coordinator can unlock the account by resetting the user's password in the administrator interface and providing a new temporary password to the user, or the user may utilize the forgot your password? link available on the login screen.

Browser Issues

Some issues encountered with your browsers may be resolved by adjusting your browser settings, refreshing the page, or clearing the browser cache and cookies.

Supported Browsers for Novari Applications:

• Microsoft Edge v.11 to latest

• Google Chrome v.40 to latest

• Safari v.9 to latest

• Mozilla Firefox v.31x to latest

Force Refresh

A force refresh or reload will cause the browser to re-check with the web server to make sure it has the latest copy of the web page you are viewing. Below are the keyboard short-cuts to force a refresh:

• Windows: Ctrl F5

• Mac/Apple: Apple + R or Cmd +R

Clearing Your Browser Cache

Each time you access a web page, your web browser stores a temporary copy of the files required to display the web page. These temporary files are referred to as the browser cache. If your cache is not updating correctly or appears to be stagnant, you may be viewing an outdated version of some of the supporting files that facilitate ATC/eRequest. Clearing the cache will compel your browser to retrieve all the files for a website anew, ensuring that you see the most recent version of the page.

Instructions for clearing your browser cache will be different for each browser.

Microsoft Edge:

1. Open the Edge browser, click on the three dots on top righthand corner of the webpage and go to Settings.​

2. You can either type Cache is the search field or select Privacy, search, and services from the settings menu.

   

3. Scroll down the page to Clear browsing data and click Choose what to clear

   

The clear browsing data window will open and ensure the following items are checked:

• Browsing history

• Cookies and other site data

• Cached images and files

• Click Clear now

Google Chrome:

1. Click the ellipsis at the top right of the browser page to open the browser menu

2. Click More Tools and select Clear browsing data

3. The clear browsing data window will appear and ensure all items under Basic are checked and then click Clear data

Safari:

1. Click on Safari (at top left corner of browser) in the menu bar

2. Click Preferences

3. Select the Privacy tab

4. Click on Manage Website Data

5. Select Remove All and click on Remove now in the pop-up

6. Check in Advanced tab, Show Develop menu in the menu bar is selected if not check the box

7. Select Develop in the menu bar on the top of the screen and click Empty Caches to clear Cache

Mozilla Firefox:

1. Click the menu button and select Settings.

2. Select the Privacy & Security panel.

3. In the Cookies and Site Data section, make sure Cached Web Content is checked and click Clear Data

Scanning Issues

When scanner is not working in ATC/eRequest. Check that the scanner is there:

• Click Windows “Start” in bottom left corner

• Click “Devices and Printers”

• Ensure that the scanner is showing up. If the scanner is not actually showing up, then it is not connected to the computer properly.

Check if the scanner is showing in ATC/eRequest:

• Tell user to go to attachments tab on an existing referral and click on the Attach action button

• Select the “Scan Attachments” button from the Select Source banner.

Ensure that the scanner is in the list of sources provided. If the scanner is not showing in Novari, it could either be:

• Not TWAIN compliant (not compatible with the software).

• Not configured properly. Make sure the user is selecting the correct scanner – the one they found when checking if the scanner was there.

Check if the Scanner is Working Outside of ATC/eRequest:

• Put paper to be scanned in scanner, click “Scan” then “Start” (this varies upon different scanners). The scanned paper should pop up on the user’s computer or ask where it would like to be saved. If the scanned paper doesn’t show up or save anywhere, the scanner is not set up for the computer properly.

• Go to “Start” > “Devices and Printers” > Find the device, right click on the device. Find “Start Scan” and start the actual scan. If there is no “Start Scan”, the scanner is not set up for the computer properly.

• If the scanner has been able to get and save the scanned document, walk user through the attachment “upload” feature. If the user can do the upload fine, the scanner itself may not be Twain compatible.

• Check if the user has the WebTwain Add-on for their browser by going into the settings under Manage Add-ons.

NOTE: if user just installed WebTwain, make sure they restart their browser.