Fixes for the things that come up most

This is almost always the print format assigned to that printer rather than a fault in the bill. Go to Settings, then Printers, and check the format assigned to the printer you are using — thermal printers need the 3-inch or 2-inch format, A4 printers need the A4 one. If the format is right and it still cuts off, check that your browser print dialog is set to 100% scale and not 'fit to page'.

Usually a browser popup blocker. Look for a blocked-popup icon in the address bar and allow popups for this site. If that is not it, try printing from a different browser to establish whether the problem is the browser or the printer, then call us with the answer.

Check that 'background graphics' is enabled in your browser's print settings — it is off by default in Chrome, and it suppresses the letterhead. If it is on and the logo still does not appear, the logo file may not have uploaded correctly; re-upload it under Settings, Lab profile.

First check whether their account is active under Settings, Users — accounts disabled when someone was away are easy to forget about. If the account is active, have them reset their password using the link on the login page. If the reset email does not arrive, check the address on their account is correct and look in their spam folder.

Your lab may have a short session timeout configured for security. An administrator can adjust it under Settings, Security. If the timeout is long and you are still being logged out, it usually means the same account is being used on several machines at once and single-session enforcement is on — give each member of staff their own account.

That is permissions rather than a fault. Check their role under Settings, Users, and whether the specific permission is granted. Financial screens in particular are restricted by default, which catches people out after a promotion.

Stop and call us before releasing the report. Do not amend the value by hand — if the formula is producing the wrong answer, every other report using it is affected too. Send us the registration number and we will look at the test configuration with you immediately. Report accuracy issues are treated as critical on every plan.

Check the patient's date of birth and sex on their record first, since ranges are selected from those. If the demographics are correct, the range configuration for that test needs adjusting under Settings, Test master — and again, it is worth calling us, because a wrong range affects every patient in that bracket.

Open the report and use Amend rather than editing. This keeps the original, marks the new version as a revision, and logs the change against you. Anyone who scans the QR code will see the current version. Never delete and re-issue a report — it breaks the audit trail and you lose the record of what was originally released.

Check the delivery report under Reports, Delivery status. It will tell you whether the message was sent, delivered or failed, and why. The most common cause by far is a wrong or incomplete phone number captured at registration. Correct the number on the patient record and resend — you do not need to regenerate the report.

Check your WhatsApp Business connection status under Settings, Delivery. If it shows disconnected, the session usually needs re-authorising, which takes a minute. If it shows connected and messages are still not sending, call us — that is on our side.

Almost always an exhausted SMS credit balance. Check it under Settings, Delivery; top-ups apply immediately. WhatsApp and email delivery are unaffected by SMS credits.

First check whether other websites are also slow, which points at your connection rather than us. If it is only Diagnosuya, try a hard refresh (Ctrl+Shift+R). If it persists, call us — we monitor platform performance continuously and if something is wrong on our side we would rather hear it from you early.

Search is fastest on phone number or registration number and slower on partial names, particularly in labs with many years of records. If name search is what you need and it is uncomfortably slow, tell us — it is usually something we can tune for your account.