Synchronisation should always be attempted before and after every medicine round so that the latest information is downloaded, and that the records created during the round are backed up. If you experience some synchronisation failure, you should still try to synchronise before and after rounds as sometimes the issue will resolve itself. Please continue to use the device as normal for your medication rounds.
If the synchronisation fails before contacting the help desk try the following:
Reset the device by holding down the power button on the top right hand corner of the device until the screen goes black, then press the power button again to start up and follow the above steps.
If your device is connected via WI-FI, check if there is a line displaying through the WI-FI symbol at the top of the device screen next to the battery symbol. If a line is displayed this indicates there is a problem with the WI-FI connection, please test your WI-FI or contact your internet provider to confirm if there is an internal issue.
If your device is not connected to the internet via WI-FI, check that the internet lead at the back of the cradle and the power lead are both securely plugged into the cradle. Removing the Ethernet cable at both ends off connection and reinserting it is recommended to ensure its connected correctly.
Clean the connection ports at the bottom of the device.
Check that the docking station is not damaged for examples the PINs have not been broken or damaged. Is the device indicate connection when inserted, the light on the top hand corner of the device will display in red when charging or green when charged.
Check that the internet lead connector has flashing lights.
Check that the power lead is connected to the mains socket and is switched on.
Check that the care home’s internet is working by ensuring that you can receive and send.
If the issue persists please contact Support with the on screen failure reason, its important to obtain this information for support purposes.
There are five main reasons for sync fails:
No internet connection
App error
Failure to connect to server
Server error
Time out connecting to server
Do not move to the back up device for synchronisation failure unless instructed to by the Support team.