Troubleshooting FAQ
For comments, feedback, or additional questions please contact iScribe Customer Support.
Installation and Download
My iScribe system is not installing properly. What is wrong?
Syncing problems
Can I sync my handheld from home and work?
I received a notice that my iScribe system is going to expire. What does this mean?
Memory
Can I use the expansion slot on my handheld (e.g. SD memory card or Springboard module)?
How can I minimize the size of my iScribe application?
How do I verify that I have enough free memory on my handheld to install the iScribe system?
Customer Service
How can I get customer service or technical support?
Installation
How can I tell if my iScribe system is installed? What does the information presented in the HotSync Manager mean?
Right click on sync icon in tray (bottom right corner of the screen) to see the sync Log. If the Sync with iScribe was successful, you’ll see “OK Adaptive Server Anywhere Conduit.”
My iScribe system is not installing properly. What is wrong?
You may not have completed all the download and installation steps. Review the following troubleshooting steps.
1) Determine if the application appears on your handheld.
If there is no iScribe icon on your handheld main menu, then you have not successfully transferred your application from your desktop to your handheld.
Log in to the My iScribe website, click on “Product Configuration,” select PDA Install, click “Continue” at the Select Product page, and then follow the rest of the instructions.
You may want to “Print out all steps” from the Download & Install page.
2) If the iScribe application icon appears on your handheld but you cannot use the program, the second sync was not completed.
The second sync can fail for a number of reasons:
2a) Not connected to the Internet.
Be sure you are connected to the Internet and sync again.
2b) Incorrect PDA user name or password.
Be sure that you have entered the correct user name and password on to the handheld, then sync while connected to the Internet.
2c) iScribe sync Conduit (also known as the Adaptive Server Anywhere Conduit) is not installed.
(Right click on sync icon in tray (bottom right corner of the screen), Select Custom.
You should see “iScribe” if conduit is installed properly.
If you do not see this conduit, review step 3 below.
2d) Unable to connect to our server (down for maintenance or upgrade) or other connectivity issue (firewall?).
Contact your IT staff or our technical service team at service@iscribe.com or call toll free 1-877-483-1324 for assistance with connectivity issues.
3) Check your version of HotSync Manager.
Right click on sync icon in tray (bottom right corner of the screen), select “About.”
If you do not have a recent version of the sync software, you may want to download the latest from your handheld vendor.
Palm and other manufacturers may have released updated sync software since you purchased your device.
These updates fix issues related to USB syncing.
If you are still having trouble getting your iScribe system to work on your handheld, please contact our technical service team at service@iscribe.com or call toll free 1-877-483-1324.
Syncing Problems
Can I sync my handheld from home and work?
Yes, your PDA user name and password will identify your handheld to the iScribe server when you connect to the internet, so you can sync from multiple locations. In order to sync your handheld at multiple locations, you must have at each:
- A sync cradle
- Palm desktop installed
- Internet connectivity, and
- The iScribe application downloaded to the desktop (be sure to download the application and run the installer).
When setting up a second location, you should first sync your device, delete the application from the handheld, re-download from the My iScribe website and re-transfer the application to your handheld following the download and installation steps provided on the website.
I received a notice that my iScribe system is going to expire. What does this mean?
For security purposes and to ensure accurate clinical information, we require that you sync with the iScribe server at least once every 30 days. If more than 30 days elapse without synchronizing, your iScribe application will expire and will not be accessible from your handheld. A warning message will begin to appear on the handheld as the 30-day time limit approaches. To re-access the application, simply sync your handheld and your system should be refreshed and available for your use.
Please note that in order to sync with the iScribe server, you must be connected to the Internet. To check the date of your last successful sync with iScribe, look at the date on the iScribe login screen on your handheld. If the date is incorrect, please call iScribe technical support at 1-877-483-1324, so that we can help troubleshoot your device and ensure it is syncing appropriately.
Memory
Can I use the expansion slot on my handheld (e.g. SD memory card or Springboard module)?
We do not support the use of the handheld expansion slot. We recommend putting other applications on the expansion card, freeing up space for the iScribe application.
How can I minimize the size of my iScribe application?
If you have limited space on your handheld, you can minimize the application size in a number of ways:
Review the health plans you have selected.
Each takes about 23K worth of space on the handheld.
If you have formularies loaded on the handheld for plans you rarely cover, you may wish to remove them at the My Formularies section in My Account on the My iScribe website
Remove prescription histories from your handheld (e.g. remove prescriptions older than 3 months).
The information will be accessible through your My iScribe reports, but will not reside on your handheld, freeing up memory.
To do this, log in to the My iScribe website, click on “Product Configuration” and click on “Remove PDA Hxs.”
How do I verify that I have enough free memory on my handheld to install the iScribe system?
To check your available memory:
- Tap the Applications icon
- Tap the Menu icon
- Tap App, then tap Info
- Tap Version to see version numbers, then tap Size to see the amount of free memory in kilobytes
I checked my available free memory and I don’t have enough to install the iScribe system. How do I remove a program on my handheld to free up memory?
To remove a program:
- Tap the Applications icon
- Tap the Menu icon
- Select Tap the Menu Delete icon
- From the list of programs displayed, tap the program that you wish to delete
- Tap Delete at the bottom of the handheld device screen
Customer Service
How can I get customer service or technical support?
Contact our customer service representatives by email at service@iscribe.com, or by telephone at 1-877-483-1324 (toll free).