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:
🚫 Do not uninstall the app if sync fails — this may lead to loss of data.
1. Before logging into the device check the “WIFI setup” on the main page.
2. Ensure that the device has WIFI set to "ON" and is connected to the right WIFI network, has good signal strength and doesn’t say “No internet.” (Please note that your WIFI page may look slightly different to this but should function the same.)
3. If you are not connected then tap on the network to try to connect and type in the password.
4. If it says "Failed Authentication" or "Incorrect Password" then you would need to make sure that you have the correct password for the WIFI.
5. Press back in the top left when you have confirmed you have a reliable connection then log into the device on the Users list and select your unit as you normally would. When the device says that it failed to sync press “continue”.
6. When the device is logged in and past the “Sync failed” screen Go to the options tab at the top.
7. When in the options tab you will see the server pod option at the top. The system will automatically change server to back-up server, Pod A to Pod B vice a versa.
8. Select the opposite server pod to the one that you are currently on.
9. Press the “update prescribed items” option.
10. Let this load.
11. It should say “Successfully updated prescribed items”. Press ok. (If this doesn’t work then try up to 3 more times.) If it won’t update prescribed items then it is likely an internal internet issue.
12. Next, press “Update MAR chart”.
13. Let this Load.
14. It should show “Successfully updated MAR chart”
15. After all these steps please attempt to sync by going back to the main page and pressing sync in the top left.
If the above steps did not help then please send us an email to support@atlasemar.com or come into our live chat on Atlas central and let us know that these have not worked. We will have a look into why you may not be able to synchronise and attempt to find a solution as soon as possible.