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Provider Resources

Troubleshooting Call Center

Cannot log into the Call Center

​​Incorrect username or password

If you are receiving the error "Incorrect username or password" when you try to log in, please try the following:

  1. Enter your email in all lowercase

  2. Use the little eye icon to ensure your password is correct

  3. Try logging in with either Google or Microsoft, if your 19Labs account is with the same email

  4. Contact your administrator to validate your credentials

    1. They can check to ensure you are added to the system​

    2. They can send you a password reset email

    3. They can reset your password for you

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Browser error

In the page is not loading either before or after attempting to log in (e.g., 503 error, Gateway Timeout etc.,) please try the following:

  1. Check your network and/or other devices/webpages to ensure you are connected

  2. Turn the wifi off and then back on again (on the local computer, not the modem) 

  3. Try using a different wifi network

  4. Log in using an incognito browser window

  5. Log in on another browser completely (e.g., Firefox instead of Google)

  6. Log in using another computer or your phone (if available)​

Related Resources:

  1. Call Center Video

  2. Missing Notifications

  3. Troubleshooting Insights

Expected Call not in the Call Center

If you suspect you are missing an incoming call in the Call Center, or the operator has mentioned they placed a call, check the following:

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Refresh your browser

The Call Center is constantly refreshing, but occasionally a call comes in between refreshes, so it doesn't appear exactly when expected. 

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Log out and back in again

In some cases it may appear as if you are logged in but your session has actually expired. Click on your name and select "log out" from the dropdown menu on the top right. Log out and back in again. 

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Check Participating Clinics

​Check your account settings. ​Click on your name and select “Account Profile” from the dropdown menu on the top right.

  1. Ensure the Clinic is in your list​

  2. Note: If the clinic you are expecting is not in your list, contact your Administrator so they can subscribe you to the clinic on the Deployment Management System (DMS).​​​​

​

Request the GALE operator place a new call

In rare cases, they may need to end the session and place a new call. 

Related Resources:

  1. Call Center Video

  2. Missing Notifications

  3. Troubleshooting Insights

Missing a notification for an incoming call

If you suspect you are missing a notification for an incoming call, or the operator has mentioned they placed a call, check the following:

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Check Participating Clinics

​Check your account settings. ​Click on your name and select “Account Profile” from the dropdown menu on the top right.

  1. Ensure the Clinic is in your list​

  2. Ensure the Notifications toggle is on (green)

  3. Note: If the clinic you are expecting is not in your list, contact your Administrator so they can subscribe you to the clinic on the Deployment Management System (DMS).​​​​

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Check Notification Settings

Ensure you check the box and fill out the corresponding field. ​

Ensure your details are correct

​​

Notes: 

  1. If you have subscribed to SMS notifications but are not receiving them, this may be due to carrier filtering. If this problem persists, try receiving notifications through WhatsApp.​​

  2. A notification may be missing due to a glitch in the network at the location of the GALE that placed the call. This is uncommon but does occasionally happen.

Related Resources:

  1. Call Center Video

  2. Missing Calls

  3. Troubleshooting Insights

  4. Notification setup

Can't join calls

You may experience a situation where you join a call from the call center and experience an error.

 

Zoom opens with “Please wait for the host to start this meeting.”

This particular call may no longer be valid. In time, the call should be removed from the call center automatically.​​​

​

Zoom doesn't open, Zoom tab says "Invalid Meeting ID. (3,000)

If this happens, this particular call may no longer be valid. In time, the call should be removed from the call center automatically.

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Troubleshooting​

  1. Refresh the Call Center to ensure the most up-to-date information is displayed.

  2. Log out of the Call Center, close the current tab, and log back in to the Call Center using another tab.

  3. "Copy Invitation to Clipboard" and paste the link into a new tab or window.

    1. If you can join the call this way, proceed with the call and complete the following troubleshooting after you are finished with the patient.

    2. If you cannot join the call this way, try the following immediately.

  4. ​Request the GALE operator send you an invite. See steps

  5. Clear the cache on the current browser.

    1. If you are on Google Chrome:

      1. Right-click anywhere on Call Center​

      2. Select "Inspect"

      3. Right-click on the refresh button next to the URL

      4. Select "Empty cache and hard reload"

  6. Try another browser.

  7. ​Request the GALE operator place a new call. In rare cases, they may need to end the session and place a new call, or even restart the tablet.

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Contact support if this issue persists

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Related Resources:

  1. Call Center Video

  2. Missing Calls

  3. Invite participant

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