FAQ & Troubleshooting

Summary:

Written By Brendan Baker

Last updated About 7 hours ago

Here are the most common issues clinics run into — along with quick fixes and admin tips to keep everything running smoothly.

Common Issues & Fixes

🧠 TriageAI didn’t output anything

  • Check if the symptom input field was left blank.

  • Make sure the AI model is connected (Admin → AI Settings).

  • Verify your clinic’s environment key is active.

📦 Inventory didn’t log a medication

  • User may have skipped the disbursement step during checkout.

  • Look for a DEA log mismatch alert in Admin → Compliance.

  • Correct the log entry, then resync inventory.

📱 Sentinel app not syncing

  • Confirm the device has local network access to the clinic server.

  • Restart the app and re-enter the clinic code.

  • Check firewall or VPN settings that may be blocking sync.

📋 Notes disappeared in ChronicleAI

  • Sessions that are paused but not resumed may look “missing.”

  • Check under Drafts in that patient’s timeline.

  • Drafts can be resumed, edited, or finalized without data loss.

Helpful Admin Tools

  • 🗂 Admin Audit Logs → track unexpected user actions, skipped steps, or session interruptions.

  • 💬 In-App Chat → contact PawthosX support directly for urgent fixes.

  • 🔄 Hotfix & Release Cycles → updates are rolled out regularly; watch Intercom for changelog notes.

  • ♻️ Recovery Tools → deleted records are retained for 30 days and can be restored by admins.

General FAQs

Why is AI output sometimes slow?

  • Processing usually completes within seconds, but high clinic activity can cause short delays.

Do I need to restart after updates?

  • ClinicOS (web): no restart needed.

  • PawthosX Mobile (mobile): restart after updates to refresh your clinic code.

  • RoomKey, Scout, Enviro+, PawsTV: These devices are set up to update and restart automatically during your closed hours between 1am-4am local time.

Can I restore deleted notes or data?

  • Yes. Use Admin → Recovery Tools within 30 days of deletion.

How do I report something not listed here?

  • Use the 🐞 Bug Report button (bottom right in ClinicOS).

  • Or email us at support@pawthosx.vet with details and screenshots.

💡 Tip: If your team runs into the same issue more than once, let us know. Recurring patterns help us prioritize fixes and improvements quickly.