> ## Documentation Index
> Fetch the complete documentation index at: https://docs.veridianhp.com/llms.txt
> Use this file to discover all available pages before exploring further.

# Troubleshooting

> Common issues with Veridian Motion and how to resolve them.

# 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](/veridian-motion/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](/veridian-motion/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](mailto:support@veridianhp.com) with facility name,
patient/submission ID, role, and symptom description.

## What's next

<CardGroup cols={2}>
  <Card title="Patient portal" icon="tablet-screen" href="/veridian-motion/patient-portal">
    Intake flow and statuses.
  </Card>

  <Card title="Getting started" icon="rocket" href="/veridian-motion/getting-started">
    Rollout checklist.
  </Card>

  <Card title="FAQ" icon="circle-question" href="/faq">
    Common questions.
  </Card>
</CardGroup>