Troubleshooting Insights
Can’t enter Insights
There are two scenarios where you may not be able to access Insights.
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Insights never loads, the spinner remains on the screen indefinitely
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You get a "Not Authorized" message
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Provider on GALE Call Center​
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If you entered through the Call Center, try the Zoom link
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If you entered through the Zoom link, try the Call Center button
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Refresh the Call Center
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Log out and back in again
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Copy the link
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GALE Operator (try each individually before the next)
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Restart the call
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End the session and place a new Call
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Sync and place a new Call
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Restart the tablet, sync, and place a new call
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If there remains an issue after trying the previous, contact your IT department or 19Labs technical support as there may be a network issue preventing the connection. We may clear the storage on the device, but this requires coordination between the System Administrator and the GALE operator
Provider Deauthorized from Insights
If at any point the user deauthorizes your access to Insights, you will be unable to enter Insights for the duration of the session.
Note: This is different from not being authorized to begin with, as this is an explicit action taken by the user to remove access.
If you still require access to Insights, the user will need to end the call and begin a new one. They may have to end the session before starting a new call.
Download & Share Encounter
Share a Patient Summary
Note: You must remain on the call to GALE to share a summary, which is sent from GALE. If the call has finished, the tie between GALE and Insights is severed to protect patient data. If the call has ended, you may still download the summary locally to your own computer.
To share a patient summary, click "Export Summary" on the top right corner and select "Share". Enter one or more of the share options.
A copy will always be sent to the GALE device. This is the most secure share option. Email, SMS, and WhatsApp are not secure and are not HIPAA compliant. If you send the summary to GALE, the operator can print the summary for their patient record directly from the GALE device. See Printing on GALE for more information.
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Download Patient Summary​
​Click Export Summary on the top right corner to download the encounter to your own computer. The PDF file must be stored in compliance with HIPAA regulations.
Once the GALE user has ended the call and ended their session, you will have 20 minutes to export the summary before the data is no longer available.
Related Resources:
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Troubleshooting Insights
No Stethoscope audio
Ensure Insights is open.
Stethoscope audio does not play through the Zoom call, only Insights on a web browser.
If the sensor status says live streaming audio but nothing is heard from Insights, try the following:
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Unmute the Stethoscope: If there is a speaker icon on the insights tab but no audio is heard, ensure the stethoscope is not muted. Try toggling a few times if issues persist.​
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Google Chrome user gesture required: Due to changes in Google Chrome's autoplay policy, some interruptions may be experienced while trying to live stream audio from the stethoscope.
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Fix: Google Chrome’s autoplay policy now requires a user gesture in order for webpages to play sound. To combat this issue, 19Labs resumes the live stream of the Stethoscope when the insights user presses on the stethoscope tab. If the stethoscope is connected and the status says Live streaming and no audio is heard, try pressing the stethoscope tab once more to resume the audio context or try refreshing the page.
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​For more details on Google Chrome’s autoplay policy, click here.
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Try using a different browser: If you still cannot hear the stethoscope, try using a different browser, such as Firefox, as your default browser.
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Download and install Firefox
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Change your computer's default browser to Firefox through your Computer Settings / Default Apps.
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Reopen the insights link with Firefox and confirm that the stethoscope is heard correctly.
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Disconnect and reconnect the Stethoscope
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Press the Disconnect button on either Insights or GALE
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Wait about 30 seconds
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Press Connect or Start on either Insights or GALE ​
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End your call and try again​​
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Press the Disconnect button on either Insights or GALE
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End the call
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Place a new call
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Press Connect or Start on either Insights or GALE
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End your session and try again​​
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Press the Disconnect button on either Insights or GALE
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End the call
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End the session
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Start a new session and place a new call​
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Start the stethoscope again
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Note
Internet Explorer is not recommended when viewing Insights.
Related Resources:
If the stethoscope is too quiet
Use headphones
To ensure you can hear the low frequencies captured by the stethoscope, ensure you are using a good pair of headphones. Laptop and computer speakers do not have the correct frequency response to recreate these signals.
Turn off reduced volumes during conferencing
​By default, Windows PC’s reduce all other media volumes by 80% during a conference call such as Zoom. To turn this feature off and better hear the stethoscope:
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Open Sound from the windows control panel or by right clicking on the speaker icon in the taskbar and selecting Sounds.
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Select Sound Control Panel
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Click on the Communications tab
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Select the option Do nothing
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Click OK.
Adjust volume using Insights Volume Control
Use Insights built in Volume Control to boost the volume in the browser.
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Adjust Insights Sensitivity Control (for Eko Stethoscopes only)
There is a built-in sensitivity control on Insights allowing you to control the Gain of the stethoscope. Change the sensitivity between Low and High to produce the best sounding signal.
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LOW: Use when the signal is very loud and distorted / Clipping. Example patient has a very loud heartbeat after exercising.
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MEDIUM: The default value set.
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HIGH: Use when the signal is very quiet and increasing the audio level is still not loud enough.
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Install a volume booster extension
If you have tried the above and the stethoscope is still too quiet, install a volume booster extension to Google Chrome.
Once installed, pin the extension for easy access. Click the extension button next to the search bar and click the pin icon for the volume booster app. Click on the volume booster icon while using the stethoscope to increase its volume.
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Notes​
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Boosting volume too high may introduce unwanted distortion into the signal.
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Internet Explorer is not recommended when viewing Insights.
Related Resources:
If the stethoscope quality is poor
Use headphones
To ensure you can hear the low frequencies captured by the stethoscope, ensure you are using a good pair of headphones. Laptop and computer speakers do not have the correct frequency response to recreate these signals.
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Take a recording
If the recording sounds fine but, the live stream sounds awful, there may be a network connection issue between GALE and its network. Imagine the difference between watching a movie on Netflix live with a bad network connection versus downloading it to your computer first and watching it there.
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How to take a recording from Insights
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Join Insights from the incoming call in the Call Center
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On the stethoscope page, connect to the Stethoscope
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Ensure the Stethoscope is on and is near GALE
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Instruct the user to place the stethoscope
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To take a recording: Press the "Record" or "Record again" icon on the area you would like to record. Record again will record over the previous recording, so save it first if you would like to keep both.
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To save a recording: Press the "save" icon on the far right of the recording row. When you have a recording, the icon will be green.
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To listen to a recording:
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Press Play on the recording row​
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Listen from the "Saved" tab above the stethoscope visual wave
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Listen from the Patient Summary page
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Test Stethoscope with GALE on a hot spot​
Putting GALE on a hot spot will eliminate any nuances with the local network and help narrow down if the network is an issue.​​​
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Enable Hotspot on your phone:
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On Android: Go to Settings > Connections > Mobile Hotspot and Tethering, then toggle on Mobile Hotspot
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On iPhone: Go to Settings > Personal Hotspot and toggle on "Allow Others to Join"
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Find the Hotspot on GALE:
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On the device you want to connect, go to Wi-Fi settings
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Look for the name of the hotspot (which you can find on the device sharing the connection)
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Connect to the Hotspot:
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Tap on the hotspot's name
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If prompted, enter the password for the hotspot (which you can find on the phone or device sharing the connection)
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Test the stethoscope again while connected to the hotspot​​
Update your network requirements
Send the network requirements document to your IT at the location where GALE is. There are many small requirements to make GALE run smoothly!
Try using a different browser
If you still cannot hear the stethoscope, try using a different browser, such as Firefox, as your default browswer:
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Download and install Firefox
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Change your computer's default browser to Firefox through your Computer Settings / Default Apps.
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Reopen the insights link with Firefox and confirm the stethoscope is heard correctly.
Related Resources:
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Common Issues
Writing a Prescription
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Join through the Call Center, not Zoom chat
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Pay special attention to the instructions on the Prescriptions tab.
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If the message is blue, you can write a prescription. Follow the steps
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Enter Prescription details​
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Press "Preview"
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"Sign and Send" the Prescription before the end of the session. You can send the Prescription only to the GALE device, through email, MMS, or WhatsApp. A copy will always be sent to the GALE device, even if you do not select this option. If GALE XMR - Remote Medical Records are enabled, the Prescription will be saved to the patient profile.​​
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If the message is yellow, you must have images uploaded, and/or enter through the incoming call row in the Call Center.​​​​​​
Upload Prescription images
You must have a ​​header, footer, and signature uploaded to your Provider Account in order to write prescriptions. Enter your account by clicking on your name and selecting “Account Profile” from the dropdown menu. Here you can upload images for writing prescriptions.
Tips
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Scan or take a straight-on photograph of your current prescription pad. If you have the original file for the prescription pad, even better.
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Use a photo editor to crop your image into 2 parts: header and footer. You can use your desktop computer's editor for this, or an online editor, e.g, Canva or ​Befunky
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Follow the recommended size guide for each image when cropping.
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Use the preview to make sure things look right.
Enter Insights from the Call Center
Though you can enter Insights using the link provided in the Zoom chat, you need to be an authorized user to write prescriptions. Click "Insights" on the incoming call that appears on the Call Center. Insights will be displayed in a new browser window.​​​​​​
Please note
19Labs only provides the tools to write prescriptions through our system. Prescription laws vary by country and region, so it's always best to check local regulations regarding how, when, and where your organization is authorized to write prescriptions.