App Error Troubleshooting

Patients may reach out to your organization if experiencing. technical issues with the app. Some common errors could include the following: 

• Patient encounters a “Page does not exist” pop up

• Patient encounters a “You got an error” pop up

• Patient cannot save the name or DOB their entered(usually formatting issue)

• Patient cannot complete their profile

• Patient and provider cannot figure out why video or audio will not work

To troubleshoot these types of errors, we suggest following the steps below: 

Step 1

Coach patient to:

• Turn off bluetooth

• Ensure that your audio and video are working and set to correct input/output

• If connect to wifi, turn off wifi and try again

• If not connect to wifi, connect to wifi and try again

• Enable audio/video notifications for the app

• Ensure app has most up to date version

• Ensure phone has most up to date version

Step 2

Ask patient to check their phone settings, using the instructions below:

• Android

  • App and notifications

  • Find 98point6

  • Click permissions

  • Click on camera (or mic) click allow

• iOS

  • Settings

  • Privacy

  • Camera

  • 98point6

  • Toggle to set permission

Step 3

If none of the steps above work try:

• Restarting your phone

• Uninstall and reinstall the app (this will disconnect the patient, and they will need to start a new visit)

If the issue persists after completing the steps above, please contact 98point6.