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Overview

This guide covers common issues you may encounter while using the AllCare Nurse mobile app and provides step-by-step solutions. If your issue isn’t listed here, please contact support.
Quick Tip: Many issues can be resolved by closing and reopening the app, or by logging out and back in.

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Login & Authentication Issues

Symptoms: Login fails, “Invalid credentials” errorSolutions:
  1. Verify you’re using the correct email address
  2. Check that Caps Lock is not enabled
  3. Try resetting your password via the “Forgot Password” link
  4. Ensure you’re using the same credentials as the web platform
  5. Contact your administrator to verify your account is active
Symptoms: After entering credentials, no verification code arrivesSolutions:
  1. Check your spam/junk folder for email OTP
  2. For SMS OTP, verify your phone number is correct in your profile
  3. Wait 60 seconds and request a new code
  4. Ensure your phone has cellular signal for SMS
  5. Try the alternate verification method (email vs phone)
Symptoms: “Code expired” or “Invalid code” errorSolutions:
  1. OTP codes expire after 5 minutes—request a new one
  2. Ensure you’re entering the most recent code received
  3. Check that you haven’t accidentally added spaces
  4. Request a new code and enter it immediately
Symptoms: App suddenly requires re-loginCauses:
  • Session timeout after period of inactivity
  • Password changed on another device
  • Account disabled by administrator
Solutions:
  1. Log back in with your credentials
  2. If password was changed, use the new password
  3. Contact administrator if you cannot log in
Symptoms: Face ID / Touch ID / Fingerprint failsSolutions:
  1. Ensure biometrics are enabled in device Settings
  2. Re-register your biometric in device Settings
  3. Clean your device’s sensor (fingerprint) or camera (Face ID)
  4. Try logging in with email/password, then re-enable biometrics
  5. Check that AllCare Nurse has biometric permission in device Settings

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App Performance Issues

Symptoms: Laggy interface, delayed responses, freezingSolutions:
  1. Close other apps running in the background
  2. Restart the AllCare Nurse app
  3. Restart your device
  4. Check available storage space (should have at least 500MB free)
  5. Update to the latest app version
  6. Clear app cache (Android: Settings > Apps > AllCare Nurse > Clear Cache)
Symptoms: App closes immediately after openingSolutions:
  1. Force close the app and reopen
  2. Restart your device
  3. Check for app updates in App Store / Play Store
  4. Uninstall and reinstall the app
  5. Ensure your device meets minimum requirements (iOS 14+ / Android 10+)
Symptoms: App closes when performing a particular taskSolutions:
  1. Note which action causes the crash
  2. Restart the app and try again
  3. Update to the latest app version
  4. Report the issue to support with details about what triggered the crash
Symptoms: Content disappears, white screen appearsSolutions:
  1. Wait a few seconds—content may be loading
  2. Pull down to refresh (if applicable)
  3. Navigate away and back to the screen
  4. Close and reopen the app

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Network & Connectivity Issues

Symptoms: Error message about network connectivitySolutions:
  1. Check that Wi-Fi or cellular data is enabled
  2. Toggle Airplane Mode on and off
  3. Connect to a different network
  4. Restart your device
  5. Check if other apps can access the internet
Symptoms: Screens show loading indicator indefinitelySolutions:
  1. Check your internet connection
  2. Pull down to refresh
  3. Navigate to a different screen and back
  4. Close and reopen the app
  5. Try on a different network (Wi-Fi vs cellular)
Symptoms: Edits disappear, tasks don’t completeSolutions:
  1. Ensure you have a stable internet connection
  2. Wait for confirmation message before navigating away
  3. Check if error messages appear when saving
  4. Try the action again
  5. Contact support if data loss persists
Symptoms: Data on app differs from web platformSolutions:
  1. Pull down to refresh the app screen
  2. Log out and log back in
  3. Check timestamps—data may have been updated elsewhere
  4. Allow a few minutes for sync to complete

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MedPass Issues

Symptoms: Empty screen or loading indicator on MedPass tabSolutions:
  1. Pull down to refresh
  2. Check your internet connection
  3. Verify you have MedPass permissions
  4. Ensure you’ve selected the correct facility (if multi-facility)
  5. Check that residents are assigned to your wing/unit
Symptoms: A specific resident is missing from the listCauses:
  • Resident may be in a different wing
  • Resident may be marked as Off-Campus
  • No medications scheduled for current time frame
Solutions:
  1. Adjust the time filter to show all medications
  2. Check wing/unit filter settings
  3. Search for the resident by name
  4. Verify resident status in Resident Lookup
Symptoms: Complete button doesn’t work or shows errorSolutions:
  1. Ensure you have internet connectivity
  2. Check that medication isn’t already completed
  3. Verify you have permission to administer medications
  4. For controlled substances, ensure proper authorization
  5. Try refreshing the MedPass list
Symptoms: Skip reason not recordedSolutions:
  1. Ensure you selected a skip reason
  2. Wait for confirmation before closing the dialog
  3. Check internet connection
  4. Try again and wait for success message
Symptoms: As-needed medications missing from listSolutions:
  1. PRN medications may be in a separate section—scroll down
  2. Check frequency filter settings
  3. Expand the resident card to see all medications
  4. Verify PRN medications are active in resident’s profile

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Tasks Issues

Symptoms: Empty tasks screen or endless loadingSolutions:
  1. Pull down to refresh
  2. Check the date selector—ensure correct date is selected
  3. Switch between “Residents” and “Tasks” tabs
  4. Verify you have Tasks permissions
  5. Log out and log back in
Symptoms: Complete button fails or shows errorSolutions:
  1. Ensure all required fields are filled
  2. Check that readings are within valid ranges
  3. Verify you have task completion permissions
  4. Ensure internet connectivity
  5. Try closing the popup and reopening
Symptoms: Vital signs or other readings disappearSolutions:
  1. Wait for confirmation message after tapping Complete
  2. Ensure all required fields are filled
  3. Check that values are in correct format (numbers only for vitals)
  4. Verify internet connection before completing
Symptoms: Add Intervention button not workingSolutions:
  1. Verify you have permission to add interventions
  2. Ensure you’ve selected a resident first
  3. Check internet connectivity
  4. Try refreshing the screen
Symptoms: Expected input fields missing from task formCauses: Fields may be configured differently based on task typeSolutions:
  1. Verify you’re on the correct task
  2. Scroll down—fields may be below the visible area
  3. Contact administrator if fields are missing

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Resident Lookup Issues

Symptoms: Empty resident list or loading indicatorSolutions:
  1. Pull down to refresh
  2. Clear search field if you have text entered
  3. Check internet connection
  4. Verify you have Resident Management permissions
  5. Log out and log back in
Symptoms: Photo upload fails or doesn’t appearSolutions:
  1. Ensure file is JPEG or PNG format
  2. Check file size is under 5MB
  3. Verify you have Edit Demographics permission
  4. Try taking a new photo with camera option
  5. Check internet connection
Symptoms: “Failed to load medications” errorSolutions:
  1. Pull down to refresh the profile
  2. Check internet connection
  3. Verify Medication Management permissions
  4. Close and reopen the resident profile
Symptoms: Edit buttons missing or disabledCause: You don’t have Edit Demographics permissionSolution: Contact your administrator to request edit permissions

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AI Assistant (CuraChat) Issues

Symptoms: No response after sending messageSolutions:
  1. Check internet connection (AI requires connectivity)
  2. Wait longer—complex queries may take more time
  3. Start a new chat (tap refresh icon)
  4. Close and reopen the app
Symptoms: Bottom chat input field missingSolutions:
  1. Navigate to a different screen and back
  2. Close and reopen the app
  3. Log out and log back in
Symptoms: Image or file won’t sendSolutions:
  1. Check file size is under 10MB
  2. Use supported format (JPEG, PNG, PDF, etc.)
  3. Verify internet connection
  4. Try compressing image before upload
  5. Try a different file
Symptoms: Microphone button doesn’t respondSolutions:
  1. Check microphone permission in device Settings
  2. Go to Settings > AllCare Nurse > Enable Microphone
  3. Restart the app after granting permission
Symptoms: AI response doesn’t match actual dataSolutions:
  1. Navigate to the resident’s profile before asking
  2. Be more specific in your question
  3. Verify information against official records
  4. Start a new chat and try again

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Camera & Photo Issues

Symptoms: Black screen or nothing happens when selecting cameraSolutions:
  1. Check camera permission in device Settings
  2. Go to Settings > AllCare Nurse > Enable Camera
  3. Restart the app
  4. Try using gallery option instead
Symptoms: Uploaded images are blurry or low resolutionSolutions:
  1. Ensure good lighting when taking photos
  2. Hold device steady
  3. Clean camera lens
  4. Use higher quality image from gallery if available

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Printing Issues

Symptoms: Printer not found or connection failedSolutions:
  1. Ensure printer is on the same network
  2. Check printer supports AirPrint (iOS) or Cloud Print (Android)
  3. Restart printer
  4. Try printing from device’s native print function

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Notification Issues

Symptoms: No alerts for important eventsSolutions:
  1. Check notification permission in device Settings
  2. Go to Settings > AllCare Nurse > Enable Notifications
  3. Ensure notifications aren’t silenced (Do Not Disturb)
  4. Check app notification settings within AllCare Nurse
Symptoms: Overwhelmed by notification volumeSolutions:
  1. Adjust notification settings in the app
  2. Use device Do Not Disturb scheduling
  3. Contact administrator to adjust notification rules

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Device-Specific Issues

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iOS (iPhone/iPad)

Solutions:
  1. Check iOS version is 14.0 or higher
  2. Ensure sufficient storage space
  3. Sign out and back into App Store
  4. Restart device and try again
Solutions:
  1. Ensure Face ID is set up in device Settings
  2. Check AllCare Nurse has Face ID permission
  3. Clean front camera
  4. Remove face coverings or glasses that may interfere

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Android

Solutions:
  1. Check Android version is 10 or higher
  2. Ensure sufficient storage space
  3. Clear Play Store cache
  4. Restart device and try again
Symptoms: App stops working in backgroundSolutions:
  1. Go to Settings > Apps > AllCare Nurse > Battery
  2. Select “Unrestricted” or “Don’t optimize”
  3. Add app to battery optimization exceptions

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When to Contact Support

Contact AllCare support if:

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How to Report Issues

When contacting support, please provide:
  1. Device information - Model, OS version
  2. App version - Found in Settings > About
  3. Description - What you were trying to do
  4. Steps to reproduce - How to trigger the issue
  5. Error messages - Exact text of any errors
  6. Screenshots - If applicable

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Contact Support

In-App Help

Settings > Help & Support

Getting Started

App setup and system requirements

MedPass Workflow

Medication administration guide

Documenting Tasks

Task completion guide

AI Assistant

CuraChat usage guide