TelaniTroubleshooting and escalation
Practical answers for your everyday workspace.
EveryoneA button or tab shown in the FAQ is missing.
A button or tab shown in the FAQ is missing.
Check your current company and whether the instruction is for staff or patient/family users. Some features need additional permission or an eligible patient/room. Ask your administrator to check the access needed for that action.
Link to this answerEveryoneThe app says access denied or not found.
The app says access denied or not found.
Return to the list and refresh. Check the current company and whether the item still exists. Ask your organization to check membership, assignment or patient/family access if the problem continues. Do not repeatedly retry a restricted action.
Link to this answerEveryoneCan I rely on the app to send while offline?
Can I rely on the app to send while offline?
Do not assume that a message, form or change has been saved until the app shows success. Reconnect, check the conversation or record, and use Retry only where offered.
Link to this answerEveryoneThe app requires an update or shows maintenance.
The app requires an update or shows maintenance.
Follow the update action if an update is required. During maintenance, retry when the service is available. If the screen persists unexpectedly, contact support with the app version and exact message.
Link to this answerEveryoneWhat should I include in a support request?
What should I include in a support request?
Include your browser and device/OS, current organization, page/action, approximate time and exact error. Explain what you expected and what happened. Remove sensitive details from screenshots; never include passwords, PINs or codes.
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