Our priority is to deliver reliable, stable software to ensure your experience is as seamless as possible. That said, technology isn’t perfect, and neither are we. We’re committed to being transparent about the issues we’re aware of, and we want to assure you that we’re actively working to resolve them as quickly as we can!

​

Usability​

​​

Issue: GALE will not update when using the Update button on certain devices (Lenovo P12 Pro and Yoga). 

Resolve: Contact us, or your 19Labs administrator directly

​

Issue: The Stethoscope will not reconnect immediately after an exam
Resolve: Wait 1-2 minutes before trying to reconnect

 

Issue: The Stethoscope will not reconnect to GALE if you turn it off while connected
Avoid this: Press “Disconnect” on GALE  before powering off the Stethoscope
If this happens: Restart the GALE tablet

​

Issue: Occasionally, a green screen may appear in place of your camera view when you start a Zoom call.

Resolve: End the call and start a new one.

​

Issue: Jumper scale: measurement is not sent to Provider Zoom chat during a call

Resolve: View the measurement on the Zoom overlay or Insights

​

Issue: Measurements are not displayed in the Zoom sensor panel if Insights is accessed while the sensor is running.

Resolve: Restarting the panel will resolve the issue. ​

 

Issue: Sending too many PDFs from Profile ends up with templates being blocked on Twilio due to marketing, even though the template is still classified as Utility.

Resolve: Limit sharing PDFs with MMS or WhatsApp. Use Email instead.​

 

Issue: Intake may be shown when navigating back to GALE when in a Zoom call

Resolve: Tap “Back to call” in the floating call button or “Clinics” on the bottom navigation

 

Issue: The Privacy filter in Patient Profile shares the entire measurement history to Insights. Cannot restrict measurement access

Resolve: This only affects patient profiles, not guest encounters

​

 

Crashes​​

​

Crash: “Capture Screen” with the floating call button

Resolve: The option has been removed until a fix is implemented

​

Crash: Using the Otoscope or Exam Camera immediately after the GALE device wakes from a black screen.

How to avoid the crash: ​

1. ​Wake up the device using the side button on the GALE tablet

2. Begin a guest session

3. End the guest session

4. Begin another session

5. Continue with the patient visit as normal

If you experienced the crash:

1. Open GALE

2. Begin a new session immediately

3. Continue with the patient visit

4. Do not turn off or restart your device. If you do, proceed with the above "How to avoid the crash" steps

Note: This does not appear to affect all devices. If you have not seen this issue, your device may not be affected.​ See video

​

 

The following are specific to deployments enabled with Patient Profiles

​

Issue: On an Encounter, the Visit Summary PDF is not attached.

Resolve: Find the summary on the Visit Summary tab

 

Issue: "Health records not synced" pop-up may remain on the screen while completing an encounter offline

Resolve: Press “ok” and then “log out” again to log out or turn the tablet off​

 

Crash: Opening a PDF from patient profile after upgrading.

Resolve: On the “Search for patient” popup, press the red (x) and search for the patient again. Re-load the patient and the issue should not occur again.​