​

Troubleshooting

​

Patient portal — login and session

The patient can’t log in (Patient ID or PIN rejected).

• Confirm manual enrollment completed and Patient ID + PIN were handed to custody staff.
• Ask an admin to reset the PIN from the provider dashboard.
• After repeated failures, brute-force lockout may apply — wait or contact support.

Session reset mid-intake.

• Kiosks use idle auto-reset. Patient must sign in again; unsaved progress may be lost.

Patient sees only confirmation, not a plan.

• Expected until a PT approves the assessment. Check My plan / progress status.

​

Staff dashboard — login and MFA

Can’t log in.

• Confirm provisioned email, password, and current TOTP code (if MFA enforced for deployment).

MFA issues.

• Sync device clock. Admin or it_admin can break-glass MFA reset.

Staff can’t see cases.

• Clinical review requires pt role and case assignment. See Role permissions.

​

Kiosk and connectivity

Device can’t connect.

• Verify HTTPS (443) outbound. Confirm PWA installed for correct environment.

External links open from kiosk.

• Verify agency MDM lockdown — see Deployment and kiosk.

​

Photo capture

Camera not working — grant permissions; test native camera app. Photos rejected — improve lighting; follow silhouette overlays; up to four views supported.

​

Provider dashboard

Submission not in queue — confirm AI processing completed; admin must assign PT. Red-flag alert — review-first triage support; follow facility acute-care protocols.

​

Still stuck?

Email support@veridianhp.com with facility name, patient/submission ID, role, and symptom description.

​

What’s next