Troubleshooting Checklist for the Ocean-MA Extension

This checklist can be used to assist with troubleshooting when the Ocean icon does not appear in Med Access to queue file attachments for use in Ocean.

Step 1: Confirm Extension Status

• Chrome: Go to chrome://extensions/ in the Chrome URL bar

  Edge: Go to edge://extensions/ in the Edge URL bar

• Make sure Ocean-MA Extension is listed and the toggle is enabled. If it’s disabled, turn it on and restart the workflow.

Step 2: Check Extension Permissions and Website Access

• Open the extension’s 'Details' page.
• Under Site access, confirm these sites are allowed:
  • https://*.med-access.net/*
  • https://ocean.cognisantmd.com/*
• Restart the workflow after adjusting.

Step 3: Refresh and Re-try

• Reload both Med Access and Ocean tabs (Ctrl+F5 / ⌘+Shift+R).
• Re-open the window where the button should appear.
• Restart the workflow from the beginning.

Step 4: Verify Patient Context

• Ensure you are on the correct patient’s chart before attaching.
• If you switched patients/tabs, restart the workflow with the current patient only.

Step 5: Check for Browser Updates

• Chrome: chrome://settings/help
• Edge: Menu → Help & Feedback → About Microsoft Edge
• Update if needed, then restart the browser and the workflow.

Step 6: Try in InPrivate/Incognito Mode

• In extension settings, enable 'Allow in Incognito' (Chrome) or 'Allow in InPrivate' (Edge).
• Open a private window and retry the workflow.
• If it works here, another extension is interfering — disable others one by one to isolate.

Step 7: Clear Cache and Stored Data

• Chrome: Settings → Privacy and Security → Clear browsing data
• Edge: Settings → Privacy, search, and services → Clear browsing data
• Select Cached images/files and Cookies.
• Re-login to Med Access and Ocean.
• Restart the workflow and test again.

Step 8: Reinstall the Extension

• Chrome: chrome://extensions/ → Remove → restart → reinstall from Chrome webstore.
• Edge: edge://extensions/ → Remove → restart → reinstall from Chrome webstore.
• After reinstalling, restart the workflow fresh.

Step 9: Collect Debug Logs (with assistance from technical support)

• Enable Developer Mode in the extensions page.
• Chrome: chrome://extensions/ → Inspect service worker
• Edge: edge://extensions/ → Inspect background page/service worker
• Reproduce the issue and copy any console errors shown in the extension’s service worker console.
• Additionally, on the affected window (e.g., Med Access window), right-click → Inspect → Console → copy any error logs shown in the page console

Step 10: Check for Shadow DOM Context (with assistance from technical support)

• Sometimes the button fails to appear because the page content is rendered inside a Shadow DOM (a type of encapsulated HTML).
• To confirm:
  • Right-click on the page where the button should appear → Inspect.
  • In the Elements panel, look for tags like: “#shadow-root (open)” or “#shadow-root (closed)”

• If the relevant UI is inside one of these:
  • open shadow-root → extension scripts can access it, but may need improved selectors.
  • closed shadow-root → extension scripts cannot access it, which may explain why the button is missing.
• Capture a screenshot of the Elements panel showing the #shadow-root and the surrounding HTML. Include it in the support ticket.

Step 11: Try the Keyboard Shortcut

• Use the shortcut to trigger an attachment instead of clicking the button.
  • Windows: Ctrl + Shift + L
  • macOS: ⌘ + Shift + L
• If it works, the extension is active (button simply didn’t render).
• If not, check the mapping (Step 12).

Step 12: Confirm the Keyboard Shortcut is Mapped

• If the shortcut doesn’t work, manually verify it has been set appropriately in your browser:
• Chrome:
  • Menu → Settings → Extensions → Keyboard shortcuts
  • Find Ocean-MA Extension → Activate the extension
  • Set to:
    • Windows: Ctrl + Shift + L
    • macOS: ⌘ + Shift + L
• Edge:
  • Menu → Extensions → Keyboard shortcuts for extensions
  • Find Ocean-MA Extension → Activate the extension
  • Set to:
    • Windows: Ctrl + Shift + L
    • macOS: ⌘ + Shift + L
• Restart the workflow and try again.

Information to Include When Reporting an Issue

• Operating system & version (e.g., Windows 11 Pro 22H2, macOS 13.5 Ventura).
• Browser & version (Chrome or Edge, version from Help/About screen).
• Extension version (from Extensions page).
• Med Access URL (full subdomain, e.g., https://abc123.med-access.net/...).
• Exact page URL where the button was missing.
• Steps taken before the issue (e.g., opened chart, print preview, switched patient).
• Symptoms (button missing, shortcut didn’t work, error seen).
• Logs (console/service worker, any error messages, presence of shadow root).
• Screenshots can be helpful, ensuring that screenshots do not include any patient health information (e.g., it has been censored or cropped out).