Quick Troubleshooting: Check-In Kiosks

Common Issues

“My kiosk is not working.”

“Health card swipe is not working.”

“Patient is unable to check-in.”

“Patient is told to go see reception.”

“Health card validation does not work!”

Diagnosis Questions

Is Cloud Connect running?

Go into the Patients Tab to see if appointments are syncing or sign into Cloud Connect to see if sync is in progress. Ensure all relevant providers are synced.

Are all three green lights on the Lava Simul-Charger on?

Verify that the client has the correct wiring configuration.

Connect the Wires in Your Kiosk

Is the card reader lighting up?

Ensure that all the wires are pushed in all the way in its corresponding plug and that the kiosk is plugged to the wall.

Is the tablet charging?

Ensure that the power source wire is plugged in. If possible, replace the power source cord with the cord the tablet came with.

Was peripheral bundle ordered from a third party?

Zap the card reader.

Configuring Magtek Card Readers for Android 7.

Is patient getting the message "Failed to read card. Please swipe your card again or type in your health number."?

If the health card swipe is not working for some patients, it could be due to the quality of the magnetic strip (card readers are very sensitive) or the health card is being swiped at an angle. Test with a larger sample of health cards to confirm if all cards cannot be validated and ensure that cards are not being swiped at an angle.

Is patient getting the message "Your health card cannot be validated. Please to the reception desk."?

This message typically occurs if the patient is using an old health card while a newer one is on file. Ensure that the patient is using the most recent health card.

Is patient getting the message "Your health card could not be read properly from the swipe reader. Please to the reception desk."?

This message typically occurs if the patient is using a health card that is outside of Ontario or Nova Scotia.

Is patient getting the message "Your health card appears to be expired or no longer valid. Please to the reception desk."?

This message typically occurs if the patient is using a health card that has expired.

Is patient getting the message "We are unable to process your check-in at the kiosk. Please to the reception desk."?

Verify that the patient is in Ocean by searching for the patient in Ocean Portal > Patients Tab Find Patient

Does the patient who cannot check in have an appointment today?

Verify that the patient has an appointment in Ocean Portal > Patients Tab > Day Sheet

If patient is blocked from check-in, what are your check-in settings?

Check “Block check-ins” settings in Ocean Portal > Tablets Tab > Edit > Check-in. Change settings according to preference.

If health card validation is not working or invalid, do you have the requirements for HCV?

Requirements for HCV: Swiping with an Ontario health card, Go Secure Username, Go Secure Password, Master Billing Number.

To update your credentials, you may need to clear the Ocean Tablet app data through Android Settings Apps > Ocean Tablet Storage Clear Cache and then Clear Data. Re-register tablet and try again.

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