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Email [email protected] for technical help with the Octoo application (i.e., the website itself). Please contact your partners directly for assistance with requests.
When there is a problem, we want to get it fixed as quickly as possible. Below are some tips for general troubleshooting as well as practical guidelines for opening a support ticket to get the answers needed fast.

General troubleshooting

There are a few things you can try if the application is behaving unexpectedly. These suggestions may help in some situations but not be effective in others.
  • Refresh — sometimes a simple reload of the page will get the application unstuck. On most browsers you can use CMD+R (Mac) or CTRL+R (Windows/Linux) to perform a page refresh. Using a mouse you can also click the
  • "Hard" refresh (force reload) — when a basic refresh (above) does the trick you can next try a hard refresh. A hard refresh re-fetches all page components (even those that were cached for performance). It's a slower operation but can help in some instances. Keyboard short cuts for a hard refresh vary across browsers and operating systems. Often on a Windows/Linux you can use CTRL+F5 and on a Mac CMD+SHIFT+R. You can also hold down CTRL (PC) or SHIFT (Mac) and select the
    icon at the same time in most browsers.
  • Logout and login — if performing either refresh isn't fixing the issue it can sometimes be resolved. You can logout from inside the drop down menu in the top-right of the application or by visiting:
  • Clear browser cache — if a hard refresh isn't working, sometimes completely clearing the browser cache is required. Steps to perform this vary from operating system and browser.
It's always helpful to have tried these steps before opening a support ticket as it is often the first question you will receive from our help staff. Depending on your problem it may resolve it.

Asking for help

There are a few key points to include when opening a support ticket to help get the problem resolved as quickly as possible:
  • Clear and descriptive summary
  • Detailed steps to reproduce the problem, expected behavior, what actually happened
  • Screenshots or videos (if unable to describe easily)
  • Exact error messages (screen shot or copy paste text)
  • Steps to attempted to remedy (e.g., refreshed page, logged in or out, tried a different browser)
But taking a few extra moments to craft a fully formed question with valuable debugging information can actually get you an answer quicker.

Example support request

Here is an example support request that doesn't cut the mustard:
Help! It won't let me create a new consumer!
Our support team, in all likelihood, will not be able to help with this limited information and there are a few follow-up questions the support team will ask:
  • what is the page/url? (e.g., new request page, customer settings page, etc)
  • what action is being done? (e.g., buttons clicked, data entered, etc)
  • are there any error messages?
  • has the page been refreshed? what else has been tried?
When we have to follow-up with these questions it will end up taking more of your time and the solution will be delayed. Instead, users can all include more information initially:
Help! It won't let me create a consumer.
* https:://
* Clicked on Details -> add new consumer
* Entered name "Patient 0", email left blank
* Clicked "OK" and got the following error message: "There is no Patient 0"
Usually this operation works! I tried a hard refresh as well as logging in and logging out.
With this information, the support team can immediately start trying to reproduce and address the error.

Other tips:

  • Provide short bulleted list of steps needed to reproduce problem
  • Include any error messages (screen shot or copy paste)
  • If "nothing happens" (e.g., no error messages or unresponsiveness) we will ask: 1) did you refresh page? 2) did you log in or out? 3) what browser are you using (and did you try other browsers)?
None of this has to be pretty or overly detailed—our team needs the basics for reproducing exactly what is happening.