TRUE CARE SYSTEM • TROUBLESHOOTING
Mobile Issues
Resolve Mobile App login, synchronization, notifications, GPS, camera, and offline-mode issues.
Troubleshooting may expose workforce information, Provider configuration, PHI, audit data, billing records, payroll information, or technical identifiers. Use minimum-necessary access, redact public evidence, and perform changes only through approved roles and workflows.
Purpose
Resolve Mobile App login, synchronization, notifications, GPS, camera, and offline-mode issues.
Diagnostic Checklist
Confirm the latest approved App Store or Google Play version is installed.
Verify email code, account status, role, and Provider.
Allow required location, notification, camera, and photo permissions.
Test Wi-Fi and cellular data and review offline synchronization.
Confirm location services, precise location, device time, and physical visit location.
Verify device push permission, active employee status, and Provider-scoped alert delivery.
Recommended Resolution Sequence
- Reproduce the issue using the same Provider, user role, record, date range, and device context.
- Confirm filters, status, account access, Provider scope, effective dates, and related records.
- Capture evidence before changing configuration, data, or code.
- Apply the smallest authorized correction and avoid unrelated changes.
- Retest the original workflow and one related regression workflow.
- Document the cause, correction, validation, and any required follow-up.
When to Escalate
Contact authorized Provider leadership or Platform Support when the issue involves possible cross-provider data, unauthorized PHI access, suspicious login activity, data loss, billing submission risk, payroll impact, medication safety, or a critical production outage.