When something goes wrong

Somebody has forgotten their password

• An administrator sets a new one from Administration, Staff. Nobody needs to telephone us.
• Too many wrong attempts locks the account for a few minutes. An administrator can clear that immediately rather than waiting.
• A PIN is for coming back to a screen you locked, not for signing in the first time. If the PIN is locked, sign in with the password.

A computer says it cannot reach the main PC

1. 1Check the main PC is switched on and not asleep. That is the cause most of the time.
2. 2Check both machines are on the same network — the same cable or the same wireless, not a phone hotspot.
3. 3Carry on working. Notes, vitals and registration keep saving on this machine and go across when the connection returns.
4. 4Dispensing and billing wait for the connection, and say so. That is deliberate — see the chapter on working offline.

A new computer is waiting and never gets in

A computer that asks to join sits waiting until somebody says yes, and that yes is given at the main PC in Administration, Computers. Compare the identifier on the list with the one showing on the new machine's own screen before you approve it.

Nothing is printing

• Nothing is lost. A job the printer did not take is held on that computer and prints when the printer answers, even after a restart.
• Open Devices. It tells you what this computer has, whether each one answered, and which document goes where.
• "No printer is set up for this document on this PC" means exactly that: a receipt printer cannot print an A4 invoice, and the counter PC may have no label printer.
• Anything already printed can be printed again from the record it belongs to. A reprint is marked as a copy.

The cash drawer will not open

The drawer is opened by the receipt printer, not by the computer. Check the cable from the drawer into the back of the receipt printer. Every opening is recorded either way, including one done with a key — which is exactly what the daily closing exists to surface.

The wrong patient was chosen

• Klinira never picks a patient for you, even when only one match looks likely. A shared household telephone number matches a mother and a son.
• A clinical note is never edited and never deleted. A correction is a new entry that supersedes the old one, and both stay readable. That is the law, not a preference.
• A medicine given to the wrong patient is reversed from the dispensing record, with a reason. The register entry stays and the reversal sits beside it.
• A finalised bill is voided, not edited, and the void is recorded with who did it and why.

The main computer has died

1. 1Take the most recent backup file — the external drive, or your cloud folder.
2. 2Install Klinira on another computer in the clinic and restore that file into it, using the Recovery Key from either printed sheet.
3. 3Point the other computers at the new main PC. They find it on the network by themselves.

The internet is down

• The clinic carries on. The records are on your own computer, not on the internet.
• QR check-ins stop arriving, and anybody who scans is told to come to the counter. Nobody is left waiting for a number that is not coming.
• Backups to a drive in the clinic keep running. Only the copy that goes to us waits.
• The licence keeps working for thirty days offline. A perpetual licence keeps working indefinitely.

When to telephone us

1. 1Search Help for what you are seeing, or for the code in the message. Most things are answered there.
2. 2If it is a device, open Devices first and read what it says. That is the first thing we will ask.
3. 3Make a diagnostic file from Administration, Your data, and send it with your message. Anybody in the clinic may make one — it carries no patient information at all.