Troubleshooting Guide

Common Issues and Solutions

Login & Authentication Issues

Cannot Login to Account

  • Verify your email address and password are correct
  • Check if Caps Lock is enabled
  • Clear browser cache and cookies
  • Try using an incognito/private browser window
  • Reset your password if needed

Two-Factor Authentication Problems

  • Ensure your device time is synchronized
  • Check if authenticator app is updated
  • Use backup codes if available
  • Contact support to reset 2FA

Mobile App Issues

App Won't Load or Crashes

  • Force close and restart the app
  • Check for app updates in app store
  • Restart your mobile device
  • Ensure stable internet connection
  • Clear app cache and data

Sync Issues with Devices

  • Check Bluetooth/WiFi connectivity
  • Ensure device is within range
  • Re-pair the device if necessary
  • Update device firmware

Document Upload Problems

File Upload Fails

  • Check file size (max 50MB per file)
  • Ensure file format is supported (PDF, JPG, PNG)
  • Verify stable internet connection
  • Try uploading from different browser
  • Disable browser extensions temporarily

AI Assistant Issues

Lora or Josh Not Responding

  • Check internet connection
  • Refresh the page or restart app
  • Try asking simpler questions
  • Clear browser cache
  • Contact support if issue persists

Browser Compatibility

Supported Browsers

  • Chrome 90+ (Recommended)
  • Firefox 88+
  • Safari 14+
  • Edge 90+

Browser Issues

  • Enable JavaScript
  • Allow cookies from medilink.com
  • Disable ad blockers temporarily
  • Update to latest browser version